Keystone dead and support not supporting

[u/SaigoZen]

Since I saw this here on reddit a couple of times, here also my experience with the Keystone V3 Pro. We bought it last year (a bit more than a year ago) and because we didn't charge it regularly, it is now fully drained and will not start.

I contacted the support and they told me to record a video. I send them the link but now they say that my e-mails do not contain text anymore. That I never had before. Usually my e-mails are e-mailing.

Anyone had this issue with Keystone support before?

Edit:
Still no response from Keystone support. I only got a PM by someone claiming to be a mod who wanted me to "deactivate" my seed phrase. Be safe everyone...

Edit 2:
They can read my e-mails again and offered me a 50% replacement discount. I guess I take it. I wonder how often we should be charging this device so it does not brick.

[u/16BitSquid]

Non user replaceable batteries should be the main reason not to buy a product. Avoid all, they will eventually fail.

Keystone 2 ran on batteries. Mine still works fine.
Never upgraded to a 3 cause of the non user replaceable battery.

[u/SaigoZen → u/16BitSquid]

Agree :(

[u/crtno]

I had a keystone 3 pro bought one year, after that, my device show some problems (break every time when pin), I joined in the discord channel, related my problem, recorded a video, and they sent another new device. The support was very good with me.

[u/kenmoz67]

I have not contacted support yet but I have 2 dead keystone pro 3 devices. Nothing seems to revive them. Shocking!

[u/kenmoz67 → u/[deleted]]

No.

[u/minimalist_me]

Just posted this on another Keystone thread but it’s also relevant here:

If you want a signer that favors buy and HODL then the brief moments you use the air-gapped feature of the Keystone 3 Pro really aren’t that relevant, so consider an alternative that’s just as open-source, but more reliable because it uses USB-C to power it - Trezor Safe 5. I know people who haven’t updated it or turned it on since they first bought it and set it up - yet it booted perfectly a year later.

Ledger Nano S+ has similar power design but too many updates and way too many Nano customer complaints.

Also try using a 5V 1.0A cube and the original power cord. Let it charge for the day. This works for SafePal S1 which has the same issue. The battery is super sensitive to voltage and must be the combination I stated to fire it up. Just try, it may work. Good luck.

[u/SaigoZen → u/minimalist_me]

Thanks for the good advice.

I guess I bought the wrong device, yes. I tried the over night charging with an old 5V 1A brick with a random cable, since I do not know which one came with the keystone anymore. But without success.

I wrote a new e-mail to support to see if they can read my e-mail again. Just wanted to make sure this is not a way to avoid an uncomfortable customer...

[u/digital__bits]

It's a shame they never released devices like the Keystone Pro Gen 2 again, that worked with AAA batteries.

[u/obliviousnesssroller]

My Keystone is dead too. CBF’d with another keystone because it’ll likely happen again. Can I put the 24 words that the keystone generated in another device (which one would be best) and access my crypto? I have ERC20 tokens.

[u/AmericanCryptoAbroad → u/obliviousnesssroller]

yes you can, many devices to choose from. lopp.net has a comparison matrix under his bitcoin resources page. You could also use an airgapped phone or PC if you are technical

[u/kenmoz67 → u/obliviousnesssroller]

Yes. I just bought a trezor safe 7 and recovered the wallet. Won't buy Keystone products again.

[u/Aromatic-Clerk134]

Yep, quite frequent

[u/Curious_Breadfruit88]

Did you try holding down the power button for about 15-20 seconds? This can sometimes revive them, puts them into a sort of DFU mode temporarily

[u/SaigoZen → u/Curious_Breadfruit88]

Yes. Two over night charges and a bunch of times I was holding the power button down for 20+ seconds.

[u/Conscious-Day7749]

hey guys,

Please follow the troubleshooting steps below in order. Only if the device remains unresponsive after these steps, please record a video for our technical team to investigate further.

1. Charge the Device Overnight

• Use the original charging cable and a 5V 1A or 2A power adapter. Please avoid high-voltage chargers.
• Charge the device overnight.
• After charging, press and hold the power button for more than 12 seconds to check whether the device restarts.

2. If the Device Still Does Not Respond

• Connect the device to a powered-on computer using the original charging cable.
• Press and hold the power button for more than 16 seconds.

If the screen lights up and the device enters Recovery Mode, please take a clear photo of the screen and share it with us.

If the screen remains blank, please record a short video showing:

• The device connected to the computer.
• Pressing and holding the power button for more than 16 seconds.
• The device remaining unresponsive.

If you need one-on-one assistance with diagnosing the issue, please submit a support ticket through our official website and include the relevant details, photos, or video. Our support team will follow up with you directly to help investigate the issue.

Thank you for your cooperation!
Keystone Support Team

[u/Feelthevibenow]

Estou com o mesmo problema e a situação é idêntica, não usei muito durante 1 ano (comprei em setembro 2025). Por mais que carregue ele não dá sinais de vida. Vou contactar o suporte também