HAVE A TECHNICAL PROBLEM?

In this section you will find a number of carefully selected articles that will assist you with most of your problems, however please do open a technical support request if you require some further help.  Coinsafe Australia will acknowledge all Technical Support and Product support questions with 48 hrs. We take email support seriously, however we cannot be expected to solve everyones problems immediately.  Technical support requests must be submitted using our ‘Ask Coinsafe a Question’ Technical Support form below.

1. Be nice.
Please take a deep breath before contacting us. We understand the crypto world can be really stressful. Its absolutely understandable that you can lose your temper if you cannot access your funds, but please stay civil. Being rude is not acceptable and will not help.  It may distract us from assisting you the best we can.

2. Use basic techniques of troubleshooting.
Trying to replicate the issue in different browsers or different operating systems. We may start with those basic questions. This way you are a step ahead of us.

3. Go through the troubleshooter tool before contacting support.
TREZOR’s offical Technical and FAQ Troubleshooter is an interactive tool where you can learn how to find and fix common issues.

4. Be specific and provide as many details as you can when you complete our Technical Assistance form.
Include what OS and browser type you are working with. Bullet point the steps you took before reaching your problem and sum up all the things you have tried. This will avoid us asking you those same questions.

5. Dont submit multiple emails and  try and contact us on FB and Twitter too.
Submitting multiple tickets will not get our immediate attention.

6. Ask the community.
Your issues are probably not unique. There is a good chance that someone already had the same problem, shared it and already found a solution! Use search in TREZOR subreddit before starting a new thread.

New Trezor Device Firmware Available – Update to the latest firmware now.

Your device ships without firmware installed.  Updating to the latest available firmware introduces new functionality, new security measures and device improvements.

When a new firmware version is released, wallet.trezor.io will display an easily noticeable message.  We recommend you don’t skip too many versions to ensure your update experience is always seamless.

New Trezor Device Bridge Software Available – Install the latest bridge  now.

Trezor Bridge is an application which allows communication between Trezor device and supported Web Browsers.  The Trezor Bridge program runs in the background and requires no user interaction.

Trezor Google Chrome extension has reached end-of-life.

Google Chrome device extensions and plugins are no longer supported and should not be used.

Please go ahead download and install the latest version of the Trezor Bridge for your operating system and then update your firmware.

Trezor Beta Wallet – Try out the latest Trezor device features.

Trezor Beta Wallet (beta-wallet.trezor.io) is a less-tested version of the web-wallet. New features are released here first before the production wallet (wallet.trezor.io). It serves as a public feature-testing platform for the Trezor community, providing power users with quick access to new features.