Help Center

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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How to Verify If My Recovery Phrases Are Correct?

If you would like to verify that your recovery phrases are correct after creating wallet, the only way to do so is by recovering your wallet using the recover phrases. If the recovered wallet shows the same addresses as before...

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Why Were My Assets Transferred to an Unknown Address?

CoolWallet generates recovery phrases following the BIP39 protocol, which means anyone who has your recovery phrase can import it into any compatible wallet and potentially access your assets through the same addresses. If your assets were transferred to an unknown...

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Why Did My Wallet Address Change After Recovery?

When you recover a cryptocurrency wallet, its address is directly derived from your recovery phrase. This recovery phrase (also known as a seed phrase) is the only information needed to restore access to your funds. If you see a different...

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How do I re-pair my CoolWallet with a new phone?

When transferring data from an old iPhone to a new one using Apple's built-in restoration method, CoolWallet data cannot be transferred due to security considerations. You can follow these two methods: 1. Obtain a new pairing password through the old...

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How do I reset my CoolWallet Pro/S?

Please refer to the steps below to reset the CoolWallet App and your CoolWallet Pro/S. Before proceeding, please take a screenshot of your 'Wallet' page and ensure the recovery phrases are with you since the following steps will erase your...

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I switched to a new phone. How should I pair my CoolWallet Pro/S card with my new phone?

To pair your CoolWallet Pro/S card with your new phone, you need to use the original paired phone and find the "Pairing Password” in the CoolWallet App. Please refer to the following steps:1) Open the CoolWallet App on your old...

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How do I charge the card?

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