Solutions to common problems

As you may have noticed we are currently a bit slow to get back to newly opened tickets that are filed at This is due to a large influx of tickets that we started getting around the time of the FTX situation. This is something that we are currently working to fix so that we will have our response time back to normal.

In the meantime it might help to look through this list of common questions we receive to see if it could answer your questions.

Solutions to common problems

Nano X

“My Nano X is showing “Error: Battery cannot charge”. What should I do?”

Certain batches of the Nano X device have, on occasion, given this error where it is not relevant. If you receive this error, you can simultaneously click both buttons to move past it and continue to use your device without issue. Please make sure that you’ve fully updated the Nano X firmware in the My Ledger tab of Ledger Live using the bar prompt at the top of the tab, as it could be the case that a firmware update prevents this error from appearing again. This page also shows your connected device’s current firmware version. 2.0.2 is the current firmware version for the Nano X.

In the instance that you have confirmed your firmware is fully updated but are still receiving this error message, please let the battery fully discharge by unplugging it, pressing both buttons to turn it on, and letting it sit until it won’t stay on. Once done, please charge the device in a wall outlet for 6 – 12 hours. If the device will not hold a charge even after this, we will provide you with a replacement Nano X device.

Transaction/token not appearing in Ledger Live

“I’ve sent a coin or token from X exchange, but the coin is not appearing in my account in Ledger Live. Where are my funds?”

Please return to the exchange you’ve sent your funds from and check for a transaction receipt in your transaction history. Pay close attention to any heading labeled Network. It is possible that you are simply looking in the wrong place for your coins/tokens.

For example, let’s say that you have sent Polygon (MATIC) from an exchange. You have checked your Polygon account in Ledger Live but do not see your funds. When you return to the exchange and check your transaction history, you see that under Network is the label Ethereum or ERC-20 Network. This would mean that the funds were not sent on the Polygon network, but instead on the Ethereum network. Thus, your MATIC would appear under your Ethereum account in Ledger Live as a token.

“I’ve sent a coin or token from, but the coin or token is not appearing in my account in Ledger Live. Where are my funds?”

As in the scenario above, very often defaults its users’ withdrawals on their own network, the Cronos network. This is the cause of great confusion for many customers.

The current version of Ledger Live does not support the viewing of the Cronos network. However, if you’ve used a wallet address that was derived from a recovery phrase under your control, you can still access your funds through a third-party wallet such as Metamask. Please see this article for information on accessing your Cronos accounts using Metamask.

Bitcoin (BTC)

“After updating Ledger Live, my Bitcoin balance is now lower. Where is my Bitcoin?”

In some previous versions of Ledger Live which were released earlier this year, there was an ongoing issue with Bitcoin balances displaying a higher balance than actually existed. Ledger Live was inadvertently duplicating and adding incoming transactions more than once, leading people to believe that their balance was higher than it actually was.

As of Ledger Live version 2.45.0, this issue has been fixed. Thus, a recent update to the Ledger Live software will make it appear as if you’ve lost BTC, but in reality the amount that was “lost” was never within the account to begin with.

To confirm this, you can take your Bitcoin extended public key (xpub) and enter it into to see the full history of your Bitcoin account’s transaction history. You can find your Bitcoin extended public key (xpub) by clicking into your Bitcoin account in Ledger Live. Once in the account, click the wrench icon in the top right, and then click the Advanced arrow in the window that appears (see GIF below):

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Please note that anyone with access to your extended public key can see all of your public wallet addresses. This would mean that anyone could piece together any wallet address that you’ve used or even will use from this particular Bitcoin account. This may include the Blockpath website itself.

Recovery phrase vitality

“What is a recovery phrase?”

The recovery phrase is the one and only key to your accounts and funds which are located on a decentralized network known as a blockchain. If you lose access to this phrase, you will be at a high risk of losing your assets and funds. It is not secure to simply have your Nano device loaded with a phrase if you do not know what that phrase is.

‘Can I get my recovery phrase out of my Nano device?’

It is not possible to see your recovery phrase after it has been generated during the initial setup. Any recovery phrase shown by the Nano device will only ever be shown once, ever. This is for security purposes, and it is why we reinforce to our customers that they must make sure to write their phrase down, or engrave it in steel, or any other such recording method that is offline.

When I attempt to access my accounts, I am receiving the error “Something went wrong – Please check that your hardware wallet is set up with the recovery phrase or passphrase associated with the selected account.”

If you are receiving this error, it is not a mistake. In crypto, there is what’s called a keypair. This keypair consists of a private key and a public key. From the public key, a wallet address is generated (called an account in Ledger Live). These keys (and therefore wallet address) are directly derived from your recovery phrase. In order to sign any message, such as an outgoing transaction, from your account, the Ledger Live software must be able to derive the wallet address from the recovery phrase which is currently on your Nano device.

If you are unexpectedly receiving this error, you must ask yourself if you’ve ever reset your device for any reason. If you have multiple recovery phrases, you will need to reset your device and Restore from recovery phrase with the phrase which the account in question was derived from. Only then will you be able to transact from this account.

“Should I store my recovery phrase on my computer or my mobile phone?”

It is very highly recommended that you do not store your recovery phrase on your computer or mobile phone in any format (screenshot, text file, cloud storage, email, etc.). Any exposure of your phrase will result in loss of funds. Malware and viruses may be on your system whose existence you are not aware of. The recovery phrase is, ideally, only ever stored offline, written on paper, engraved in steel, or using another tool such as a Billfodl or Cryptosteel Capsule.

“There have been unauthorized transactions on my accounts or wallet addresses. Where have my funds gone?”

If you have found that your coins or tokens have been sent out without your authorization or signature, then it is very likely that your recovery phrase has been exposed somehow, either through phishing/social engineering, or because of improper recovery phrase security practices (storage on email, screenshot, etc.). Remember, the recovery phrase is the one and only key to your funds and accounts. Even if nobody has had access to your Nano device, anyone can gain access to your accounts and funds through the recovery phrase alone.

There is nothing about a recovery phrase that directly ties it to a Nano device. The Nano device’s security features are obtained through offline seed generation (on the Nano device itself) and the requirement that transactions must be physically signed on the device by pressing the buttons (assuming, once again, that the phrase has not been compromised).

In the event that unauthorized transactions have taken place from your accounts/wallet addresses, please reach out to law enforcement to create a case. We at Ledger can help assist in any investigation through blockchain analytics, but ultimately have no authority or ability to restore funds, identify individuals, or otherwise query exchanges for user identities. This all must be done through legal means, such as a subpoena.