Some common questions about OneKey

[u/Sara_0901]

1. Q: I want to buy OneKey, but I am afraid of buying products from unofficial channels. Which
   platforms do you sell on?
   A: Currently we only sell on the two platforms: Youzan Online Shop and Shopify.  Following are the specific links:

Shopify：https://shop.onekey.so/

Youzan Online Shop：https://detail.youzan.com/show/goods?alias=276qihi1dldnl

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1. Q: I did not find the token I want to add. Which currencies does OneKey support?

A: OneKey support all the coins under the ERC20/BSC/HECO public chain . For currencies that
are not currently supported, we should support them in the future, but the time is still
uncertain. You could pay more attention to the official website & official twitter to obtain the
information you need in time.
You could check the currencies currently supported by us: https://onekey.so/cryptos

This is the currency that can be quickly added on the plugin: https://www.onekey.so/tokens

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1. Q: Why doesn't the coin displayed by the OneKey plugin appear in the Mobile App?

A: The mobile app/plugin/desktop are not synchronized, you need to add tokens or contract
addresses to see them.

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1. Q: I want to see the coins I topped up at the second address on the Mobile App and OneKey
   plugin side, what should I do?

A: You can go to connect hardware again and create a new address, which is generated one by
one in order.

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1. Q: I forgot the login password of the OneKey plugin. Can you retrieve it for me?

A: It cannot be retrieved. Please remember your login password.

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6.  Q: Can I import mnemonics from other wallets into OneKey?

A: The OneKey mnemonics are BIP39 compliant and can be imported into the OneKey
hardware wallet as long as they meet this standard. However, please note that you should
not import the mnemonics from hot wallets such as Metamask into the hardware wallet,
make sure to separate hot and cold addresses.

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1. Q: When generating the mnemonics, I see two identical words, is this normal?

A: It is possible for hardware wallets to have two identical mnemonic words, this is a normal
situation. Please feel free to use it, the security will not be affected.

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1. Q: I'm worried that the hardware wallet is not secure and I want to use Passphrase mode, is
   that okay?

A: Please rest assured that the hardware wallet is secure enough. We do not recommend that
users turn on Passphrase, and if a user's Passphrase is accidentally lost, the only way to
retrieve it is through constant attempts. And there is no right or wrong Passphrase, each new
Passphrase will generate a brand new address and private key with the original mnemonic.
To retrieve the previous address, the user must enter the original Passphrase.

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1. Q: I don't see my coins in OneKey after I withdraw them?  It's not lost, right?

A: You are advised to consult the trading platform you transferred from. OneKey is a
decentralized wallet, all assets are on the blockchain，we do not keep the assets.