Support
Getting Started With Seed Keys
Before reaching out for support, make sure you’ve followed this setup guide.
To create your secure seed phrase backup, you’ll need:
- Your Seed Keys plate
- The orange stamping jig
- The letter punch set
- A hammer (not included)
The process can take around 15–20 minutes to complete. However, it’s essential to focus on accuracy rather than speed.
For a step-by-step walkthrough, read the how-to guide.
Troubleshooting
Check below for common problems and their solutions.
If your order is taking longer than expected to arrive, please check the shipping tracking information to see if there are any updates on the status of your package.
If the tracking information indicates that the package was delivered, but you haven’t received it, please check with your local post office or delivery service to see if they have any information about the package.
If you’re still unable to locate your order, please contact support through the form below.
Please note that the Shipping Policy outlines the terms and conditions for lost packages, and support will do its best to assist you within those guidelines.
If your order was shipped to an incorrect address, please contact support through the form below as soon as possible. And provide your order number and the correct shipping address to facilitate a resolution.
Please note that once an order has been shipped, redirection of the package is not possible. However, guidance can be provided on how to proceed.
Although every effort is made to ensure that orders are accurate, mistakes can still occur.
- Carefully check the packaging and contents of your order to ensure that all items are accounted for.
- Verify that the items listed on the packing slip match the items you received.
If an item is missing or incorrect, contact support through the form below, providing the order number and a detailed description of the issue.
International shipping can be complex, and delays or issues may occur due to customs regulations or other factors.
Check the tracking information for updates on the status of your package.
If your package is held in customs, contact the local customs office for information on how to proceed.
For issues related to international shipping or customs, contact support through the form below, providing the order number and a detailed description of the issue.
Please note that the Shipping Policy outlines the terms and conditions for international shipping, including liability and insurance coverage.
Orders are processed and shipped as quickly as possible. If you need to cancel, or modify, your order, please fill out the contact form below as soon as possible. Every effort will be made to accommodate your request, but please note that it may not be possible to cancel orders that have already been processed or shipped. In such cases, you may need to follow the Refund and Return Policy instead.
Although every Seed Keys product undergoes rigorous quality control before shipping, damage or defects can still occur during transit.
Inspect your product carefully upon arrival to identify any damage or defects.
If damage or defects are found, document the issue with photos or videos.
Contact support through the form below, providing the order number and a detailed description of the damage or defect.
Support will request additional information, such as photos or videos, as needed to process the claim.
Please note that the Shipping Policy outlines the terms and conditions for damaged or defective products during transit.
Seed Keys products are also covered by a lifetime warranty and a 30-day money-back guarantee. If your product is damaged or defective, a replacement or refund will be provided, as applicable.
To reduce paper waste, setup instructions are not included in the packaging.
Visit the How to Use Seed Keys page for a digital guide.
If you’re still having trouble finding the information you need, contact support through the form below.
If you make a minor mistake that doesn't compromise the legibility of the word, you should try to re-stamp the correct letter or word. However, if the mistake makes the word illegible or potentially creates confusion with other words of your word list, you should purchase a new metal seed phrase storage.
Unfortunately, individual replacement keys are not for sale.
To release the keys from the plate, rotate each key around its horizontal axis until it comes loose.
If a key is stubborn, consider using flat pliers to grip the key and facilitate removal. Be gentle to avoid scratching the key.
Keys located near the frame may be more difficult to remove due to limited wiggle room. Removal typically becomes easier as you progress.
If your Bitcoin transaction is not confirming or is delayed, try the following steps:
- Check the transaction status on a blockchain explorer like mempool.space to see if it’s pending or has been confirmed.
- Verify that you’ve paid the recommended transaction fee to ensure timely confirmation.
- Wait for a few more blocks to be mined, as confirmation times can vary depending on network congestion.
If your transaction is still not confirming after a reasonable amount of time, you can try the Mempool Accelerator. It’s a service to get your stuck transactions confirmed by paying an out-of-band fee.
If you’ve sent your payment to the wrong Bitcoin address, unfortunately, it’s unlikely that the transaction can be reversed or refunded.
Bitcoin transactions are immutable and irreversible, so once a payment is sent, it cannot be cancelled or changed.
If you’re experiencing issues with your LN payment, try the following steps:
- Check your internet connection to ensure it’s stable and working properly.
- Check to ensure you have sufficient funds available.
- Reach out with the form below (SeedKeys’ node may have insufficient inbound liquidity).
If your refund or exchange request has not been approved, it’s likely because it did not meet the requirements.
Please review the Refund and Return Policy, Warranty and Money-Back Guarantee pages, as well as the Terms of Service, to ensure you understand the requirements and any potential exceptions.
If you believe your request was incorrectly denied, contact support for assistance, using the form below.
If you’re expecting a refund and it hasn’t arrived, try the following steps:
- Check the Bitcoin address you provided for the refund to ensure it’s correct.
- Verify that the refund transaction has been broadcast to the Bitcoin network using a blockchain explorer like mempool.space.
- Wait for a few more blocks to be mined, as refund transactions can take some time to confirm.
If you’re still unable to find your refund, please contact support for assistance, using the form below.
Still Stuck?
Before contacting support, check the FAQ page to see if your question has already been answered.
Contact Support
Still need help? Contact the support team using the form below.