Help Center
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...
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...
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...
CoolWallet cards can only display the balance of BTC on the BTC network (i.e. BTC Custom Segwit, BTC Nested Segwit, and BTC Taproot). The total of the BTC balances will be a combination of the total amount of BTC in...
I sent my BTC to my CoolWallet via BSC network. Why didn't my card show my BTC balance?
Please note that CoolWallet S/Pro is a completely offline storage device. After completing transactions, it is necessary to pair your phone with the card to "manually " update/synchronize your asset to your card. To synchronize your asset to your card,...
Which Bitcoin Address Types Are Supported by CoolWallet?
CoolWallet supports three types of Bitcoin (BTC) address types, as follows: BTC Custom Segwit : Starts with "3". BTC Nested Segwit : Starts with "3". BTC Taproot : Starts with "bc1p". The main difference between them lies in the protocol...
How to Transfer ETH from an Exchange to CoolWallet?
The default ETH address in CoolWallet is on the Ethereum chain. Therefore, you can directly select the Ethereum chain on the exchange’s send screen to send ETH to your CoolWallet address. Additionally, CoolWallet Pro users can receive ETH through the...
How to Receive BTC from the BSC Chain on CoolWallet ？
To receive BTC from the BSC chain, you need to add BTCB using the custom token feature in the CoolWallet App. Follow the steps below: Open the CoolWallet App and go to the Wallet page. Tap the "Manage" button in...
A memo or destination tag is a piece of information, generally a string of letters/numbers, used to identify a transaction in order to credit the correct account. For exchanges that have many customers, it is not optimal to have individual...