Help Center

What to Do If You've Forgotten Your CoolWallet Go Pairing Password

First, work out where you stand What you have Go to You have your recovery phrase Case 1 (whether or not you still have your old phone) You don't have your recovery phrase, but your old phone is still paired...

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Switching to a New Phone: Pairing Your CoolWallet Go

As long as you remember your pairing password, moving your wallet to a new phone only takes a few steps. The first screen you see depends on how you set up your new phone, so choose the method that matches...

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Where can I buy CoolWallet?

You can order a CoolWallet on the official CoolWallet website with delivery to your country.  CoolWallet is also available on PChome (Taiwan). Prefer to shop locally? Check the updated list of our worldwide retailers here, or find us on Amazon in your...

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I paid for the order through Bitpay. How can I check my order?

You will receive an order confirmation email once the Bitpay payment is sucessfully processed. If you did not receive an order confirmation email, please check your spam folder. If you've checked your spam folder and still haven't found an order...

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What payment methods are available?

We accept Credit Card/Debit Card Bitpay (Cryptocurrency payment) Please note that your payment will be charged in New Taiwan Dollars (NTD) at checkout. Local taxes or customs fees may apply.

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How can I track my order?

  To keep you informed about your order's progress, you will receive two key emails: Order Confirmation - This email confirms that we have received your order successfully. CoolWallet Shipment Status - Upon shipment of your CoolWallet, you will receive...

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How long does shipping take?

  Once your order is successfully placed and payment processed, the product will be delivered to the designated delivery address within 1 to 3 business days for domestic orders (Taiwan), and 5 to 7 business days for international orders. Actual...

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My recovery phrases are numbers. How do I turn them into English words?

Recovery phrases generated by CoolWallet are compliant with the BIP39 standard.  If your CoolWallet recovery phrases are in numeric format, you can convert the numbers into their corresponding English words by referring to to the mapping table below: 🔗 Number-seed-conversion...

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CoolWallet S Firmware Update Issue

The firmware update failure you experienced is often caused by an unstable Bluetooth connection. To help ensure a successful update, please follow these steps:A. Place your CoolWallet S in the charging dock and make sure it is charging while performing...

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