Bottom line:
A hardware wallet that has “stopped working” does not necessarily mean your assets are lost. Whether you can recover them depends mainly on two things: whether the original device can still be unlocked and used to confirm a transfer, and whether you still have a valid backup, such as an offline copy of the recovery phrase or another wallet using the same recovery phrase that can still confirm transactions.
- If the original device or a backup wallet can still confirm transactions: move the assets to a new wallet whose recovery phrase has been backed up offline as soon as possible.
- If the device no longer works but the complete recovery phrase is available: restore the original wallet on a trusted new device.
- If the device no longer works and you have no recovery phrase or other valid backup: do not reset, flash, or disassemble it. Keep the original device and contact official support to assess whether it can be restored to working condition. If it cannot be repaired and no valid backup exists, the assets usually cannot be recovered.
If you are facing this situation, stay calm and do not rush to try so-called “recovery tools” found online. A wrong step could destroy your last chance of recovery or expose you to a second scam.
Use the steps below to determine what to do next.
First Determine Which Situation Applies to You
The simplest rule to remember is this:
If the device can still confirm transactions, you may still be able to move the assets. If the device cannot be used but you still have the recovery phrase, you can restore the wallet. If you have neither, recovery is usually very difficult.
Situation 1 The Device Has a Fault but Can Still Confirm Transactions
A “broken” hardware wallet can refer to many different problems:
- The battery drains much faster than before
- Bluetooth disconnects frequently
- The USB port has an unreliable connection
- The screen does not display correctly
- The buttons are unresponsive
- The device only powers on occasionally
- The device can be unlocked but is unstable during use
These issues do not necessarily mean the wallet is completely unusable.
As long as the device can still be unlocked, display the address for verification, and confirm transactions, use that opportunity to move the assets as soon as possible. If the screen cannot display information correctly, do not confirm transactions blindly. Contact official support first and ask them to assess the device.
What to Do
- Obtain a trusted new hardware wallet. Buy only through an official channel to reduce the risk of receiving a tampered or repackaged device.
- Create a completely new wallet on the new device.
- Write down the new recovery phrase offline and in the correct order.
- Verify the recovery phrase as prompted by the device.
- Send a small test transfer first.
- Confirm that the address and received amount are correct.
- Transfer the remaining assets.
- Check every network and account to make sure nothing is left behind.
Important: You must create a new recovery phrase.
Do not leave assets in a wallet with no backup just because the old device temporarily starts working again. If it fails again, you may permanently lose control of the assets. 
Related article: How to Create an imKey Wallet
Situation 2 The Device Is Completely Unusable but the recovery phrase Is Backed Up
This situation is usually recoverable.
A hardware wallet is like a safe that protects the “key” to your assets, while the recovery phrase is the critical backup that lets you recover that key.
Even if the original hardware wallet is damaged, you can usually restore the wallet on a trusted new device as long as the recovery phrase is complete, in the correct order, and has not been exposed.
When restoring the wallet:
- Obtain the new device through an official or trusted channel. Do not buy a used device from an unknown third-party marketplace.
- Follow the wallet manufacturer’s official recovery instructions.
- Whenever possible, enter the recovery phrase only on the hardware wallet itself.
- Never enter the recovery phrase on an unfamiliar website, online form, or chat window.
- After recovery, verify that the wallet address matches the original address.
- If you previously set an additional wallet passphrase, enter the same passphrase during recovery.
As long as the recovery phrase is complete, in the correct order, and has not been exposed, you can usually restore the wallet on a compatible new device even if the original hardware wallet is lost or damaged. This is the standard recovery mechanism used by most self-custodial wallets.
For detailed instructions, see: How to Restore an imKey Wallet Using a recovery phrase.
If the original address does not appear after recovery, do not rush to try unfamiliar tools. The cause may be an incorrect word order, a different passphrase, the wrong account selection, or a different address type. Contact official support for further troubleshooting.
Situation 3 The Device Is Unusable and There Is No recovery phrase Backup
This is the most difficult situation.
If all of the following are true:
- The original hardware wallet can no longer be unlocked or used to confirm transactions
- There is no complete, valid backup of the recovery phrase
- There is no backup device that can still confirm transactions
- There is no private key or other valid recovery method set up in advance
You will usually be unable to regain control of the assets in the original wallet. The assets remain recorded on the blockchain, but they cannot be transferred without a valid signing key.
In the standard security model of a self-custodial hardware wallet, the recovery phrase is controlled by the user and generated and used within the device’s local secure environment.
The wallet manufacturer, support team, and backend servers should never access, collect, upload, store, or back up a user’s recovery phrase. They do not retain a copy that can be looked up or recovered.
This is a core security boundary of self-custody: the manufacturer cannot control the user’s assets, and the user is responsible for protecting the recovery phrase.
If a wallet manufacturer could retrieve, reissue, or restore a user’s recovery phrase from its backend, it would effectively hold the information needed to recover that wallet. This would weaken the user’s independent control and introduce additional risks, including server breaches, insider abuse, and identity impersonation.
Because wallet manufacturers do not custody users’ recovery phrases or private keys, they generally cannot:
- Look up or export a user’s recovery phrase from the backend
- Reissue or regenerate the same recovery phrase for the original wallet
- Derive the recovery phrase or private key from a wallet address or public onchain information
- Restore control of the wallet using only a purchase record or proof of identity
- Transfer assets on the user’s behalf without a valid key signature
MetaMask’s official security guidance makes the same point: if a device is damaged or lost and the user did not keep the Secret Recovery Phrase, support cannot recover the wallet on the user’s behalf. MetaMask safety guidance
Important
Keep the device in its current state and contact the manufacturer through an official channel. Let a qualified professional assess the specific fault before you take further action. Do not rely solely on generic advice from AI tools, forums, or online communities, and do not reset, flash, repeatedly try PINs, or disassemble the device on your own. These actions may erase device data, worsen the damage, or eliminate your last chance of recovery.
When contacting support, describe only the symptoms of the device. Never provide anyone with your recovery phrase, private key, PIN, or binding code.
Why Can You Still See the Balance in the App but Not Transfer It
Seeing the balance does not mean you can transfer the assets.
Balances and transaction histories are public on the blockchain and can be queried using a wallet address. The mobile app may therefore continue to display the original assets even when the hardware wallet is no longer usable.
However, transferring assets requires confirmation from the original hardware wallet or restoration of the wallet using the recovery phrase. A wallet address, app password, device PIN, or purchase record generally cannot replace the recovery phrase.
A simple way to understand this is:
- The app lets you view the wallet; the hardware wallet confirms transactions.
- Being able to see the assets does not mean you can still transfer them.
What Should You Do If the Device Fails and You Have No recovery phrase
If you still have the original hardware wallet, keep it in its current state. Do not reset, flash, disassemble, or discard it.
If it can still be unlocked and used to confirm transactions, even temporarily or intermittently, first create and back up a new wallet. After a successful small test transfer, move the assets as soon as possible.
If the original hardware wallet no longer works, describe the specific fault to the manufacturer’s official support team. They can help assess the device and explain the available after-sales options.
For device-security and after-sales liability reasons, manufacturers generally do not offer repairs that require device disassembly. After the fault has been confirmed, they may offer a free replacement, a discounted replacement, or another after-sales solution depending on the warranty status and the circumstances. The final outcome is subject to official review.
However, replacing or repurchasing a device only solves the hardware problem. It does not automatically restore the original wallet. A new device does not contain the original wallet’s recovery phrase or private key. You still need a complete recovery phrase or another valid backup to regain control of the assets.
Therefore, without a recovery phrase or another valid backup:
- A replacement device cannot automatically restore the original wallet
- Purchase records and proof of identity cannot replace the recovery phrase
- Official support cannot look up, reissue, or regenerate the original recovery phrase
Tip: Whether you are preparing a backup device or starting over with a hardware wallet, buy from the official imKey store so the device remains secure and traceable from the factory to delivery.
Important
A replacement device or routine after-sales service cannot restore the original wallet on its own. Be highly suspicious of anyone claiming that a device replacement or after-sales process alone can guarantee asset recovery; it may be a scam.
Whether someone claims to be official support, a technician, or an asset-recovery specialist, never provide your recovery phrase, private key, additional wallet passphrase, PIN, or binding code. Never enter this information on an unfamiliar website, in a chat window, or through remote-control software.
Do Not Do These Things
Before the device has been properly assessed, a wrong step could destroy your last chance of recovery.
- Do Not Reset the Device
A reset erases the wallet data currently stored on the device. Without the recovery phrase, you will not be able to restore the original wallet afterward.
- Do Not Flash or Update the Firmware Yourself
Do not flash, downgrade, initialize, or repeatedly update the device unless official support has explicitly confirmed that the action will not erase wallet data.
- Do Not Disassemble the Device Yourself
Improper disassembly can cause further damage and may interfere with later inspection or after-sales handling.
- Do Not Repeatedly Try an Uncertain PIN
Some devices may lock or erase their data after multiple incorrect PIN attempts. If you are unsure of the PIN, do not keep guessing.
For imKey devices, five consecutive incorrect PIN entries trigger a forced reset. Remember your PIN: if it is lost, it cannot be reset or recovered.
5 Do Not Download a recovery phrase Recovery Tool
If the recovery phrase was never backed up, ordinary software cannot calculate the complete original phrase out of thin air.
In particular, do not believe claims such as:
- A recovery phrase can be recovered from a wallet address
- A private key can be exported by scanning the device
- A hardware wallet can be cracked after you pay a fee
- Support can look up the recovery phrase in the backend
- Mailing the device to someone guarantees asset recovery
These claims are very likely scams.
Three Common Questions
- Can the Wallet Be Restored Automatically on Another Device of the Same Model
No. A new device does not contain the original wallet information. You still need a valid backup, such as the recovery phrase, to restore it.
- Can You Restore the Wallet with the PIN or Wallet Address
Usually not. The PIN mainly unlocks the current device, while the wallet address is used to receive assets and check balances. Neither can replace the recovery phrase.
- Should You Still Move the Assets If the Device Starts Working Again
Yes. If the wallet has no recovery phrase backup, it remains high risk even if the device currently works. Move the assets to a new wallet that has been properly backed up as soon as possible.
How to Back Up Correctly After This Incident
After creating a new wallet, confirm all of the following:
- The complete recovery phrase has been recorded offline
- Every word is spelled correctly and the order is accurate
- The backup has been verified as prompted by the device
- No screenshots or photos were taken and nothing was uploaded to cloud storage
- The phrase was not sent through WeChat, email, or a messaging app
- The recovery phrase and hardware wallet are stored separately
- The backup can be found when recovery is needed
For long-term holdings or high-value assets, a paper backup can be damaged by moisture, fire, or wear. Consider a a metal backup solution resistant to fire, water, and corrosion such as the imKey Secret Box S1.
Learn more about the imKey Secret Box S1 metal recovery phrase backup
The purpose of a backup is not merely to “write the phrase down.” It is to ensure that you can still restore the wallet if the device is damaged, lost, or unusable.
Final Takeaways
A damaged hardware wallet does not mean your assets disappear immediately.
Focus on these three checks:
- The device still works: create and back up a new wallet immediately, then move the assets as soon as possible.
- The device does not work, but you have the recovery phrase: restore the wallet on a trusted new device.
- The device does not work and you do not have the recovery phrase: stop resetting, flashing, or disassembling it. Keep the device and contact official support for an assessment.
The greatest danger after a device failure is acting out of anxiety and trusting a so-called “recovery phrase recovery tool” or “asset recovery expert.”
imKey staff will never ask for your recovery phrase, private key, PIN, or binding code, and will never ask you to enter your recovery phrase on a website, in a chat window, or through remote-control software.
FAQ
Q1: Why can I still see my asset balance in the mobile app when my hardware wallet is broken and cannot make transfers?
Blockchain balances are public on-chain data, and the mobile app only provides a "read-only" view. Transferring assets requires a digital signature generated by the private key inside the hardware wallet. Without a working device or recovery phrase, valid signatures cannot be created—seeing the balance does not mean you can transfer the funds.
Q2: Can the wallet manufacturer's official support team retrieve, look up, or reissue my recovery phrase from the backend?
No. Under the self-custodial model, recovery phrases are generated and stored locally on the device, and manufacturer backend servers retain no copies. If a vendor could retrieve your seed phrase, it would mean they control your keys, invalidating self-custody. Any claim that support can look up seed phrases from the backend is a scam.
Q3: What are the most critical mistakes to avoid when a hardware wallet malfunctions and no recovery phrase backup exists?
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Do NOT reset the device: A reset permanently erases the wallet data on the device.
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Do NOT flash firmware, disassemble, or guess the PIN repeatedly: For example, 5 consecutive wrong PIN entries on imKey trigger a forced device reset.
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Do NOT download "seed phrase recovery software": Software cannot recreate entropy out of thin air; such tools are 100% phishing scams.
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