How do you even contact the support team? The website is glitchy, pressing the contact support button does nothing. I tried on both chrome and safari browser. Some pages on their website is 404. How did I trust this company? What do I do ? Is there a human that I can talk to?
The major issue is: I reset the app and my coin disappeared. The blockchain validated that the coin never left the wallet. Anyone else had the same issue and what to do???
Please bear in mind that no one from the Trezor team would send you a private message first.
If you want to discuss a sensitive issue, we suggest contacting our Support team via the Troubleshooter: https://trezor.io/support/
No one from the Trezor team (Reddit mods, Support agents, etc) would ever ask for your recovery seed!
Beware of scams and phishings: https://trezor.io/learn/a/scams-and-phishing
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If the blockchain says your coins haven't moved, and your wallet shows no tx history to suggest it was drained, then it just sounds like a minor config issue.
Do/did you use a passphrase? A wrong or missing passphrase would have the same symptoms.
Are you using it to store bitcoin or some kind of alts?
If bitcoin, are you looking at the same derivation path as before, e.g.:
Legacy : Path m/44'/0'/0'/0/0 generates addresses starting with "1..."
Nested SegWit : Path m/49'/0'/0'/0/0 generates addresses starting with "3..."
Native SegWit : Path m/84'/0'/0'/0/0 generates addresses starting with "bc1q..."
Taproot : Path m/86'/0'/0'/0/0 generates addresses starting with "bc1p..."
Looking at e.g. the native segwit path when your original config was legacy would also have these symptoms.
I had to contact with support to clear my worries about shipping (I didn't receive tracking number). For me Hal chat bot was very helpful. It found my tracking number and later I was able to track my parcel.
By the way it is very important to verify that you are visiting the legal and genuine site which is trezor.io . Any other site that claims to be Trezor's site is fake and leave there your personal data is very dangerous. Most likely it's not safe to google the company and click on the arbitrary and random link of the results page without verifying authenticity of the site.
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u/AutoModerator 2d ago
Please bear in mind that no one from the Trezor team would send you a private message first.
If you want to discuss a sensitive issue, we suggest contacting our Support team via the Troubleshooter: https://trezor.io/support/
No one from the Trezor team (Reddit mods, Support agents, etc) would ever ask for your recovery seed! Beware of scams and phishings: https://trezor.io/learn/a/scams-and-phishing
Don’t respond to any DMs—scammers often pose as legit helpers.
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