Your **Official** Hub for **Secure Crypto Management** Assistance
**Ledger Live** **Support**: Knowledge Base & **Troubleshooting**
Welcome to the **Official** **Support** hub for the **Ledger Live App** and your **Ledger Hardware Wallet**. Whether you need to **troubleshoot** a connection issue, understand your **Recovery Phrase**, or get assistance with **Secure Crypto Management**, this resource is designed to keep your **Digital Assets**—including **Bitcoin** and **Ethereum**—in **Cold Storage** and securely managed. Always begin your search here for reliable, verified information before resorting to external, unverified sources. Your **Device Security** relies on getting **Official Support**.
Common **Ledger Live App** **Troubleshooting** Scenarios
Connection Issues (USB/Bluetooth)
If your **Hardware Wallet** isn't recognized by the **Ledger Live App**, first check your USB cable and ports. Ensure the Ledger device is unlocked with your **PIN** and the **Ledger Live App** is up to date (always use the **Official** **Download**). Try restarting both the app and your computer. For Bluetooth connections, ensure the device is paired correctly and within range. This is the first step in **troubleshooting** your path to **Secure Crypto Management**.
Synchronization Errors & Zero Balances
Seeing a zero balance for your **Bitcoin** or **Ethereum**? Don't panic. If your **Hardware Wallet** is genuine and your **Recovery Phrase** is safe in **Cold Storage**, your **Digital Assets** are secure. These are typically synchronization errors. Try clearing the cache in the **Ledger Live App** settings. Ensure the Ledger device has the correct crypto application installed for the coin you are attempting to view. **Troubleshooting** connectivity often resolves these visual discrepancies.
Failed Firmware Updates
Firmware updates, managed through the **Ledger Live App**, are crucial for **Device Security**. If an update fails, ensure you have a stable internet connection and disconnect any VPNs or firewalls temporarily. Confirm your **Recovery Phrase** is accessible *before* attempting the update again. Failed updates usually require restarting the **Hardware Wallet** and attempting the process again via the **Official** **Ledger Live App** prompt.
For detailed, step-by-step **troubleshooting** guides for the **Ledger Live App**, please search our knowledge base. Remember, the goal of all **Support** is to maintain your **Secure Crypto Management** environment.
The Cornerstone of **Support**: Your **Recovery Phrase**
The most frequent and critical **support** requests revolve around the **Recovery Phrase**. It is the absolute master key to your **Cold Storage** and the only way to recover your **Bitcoin**, **Ethereum**, and other **Digital Assets**. **Official Ledger Support** will **NEVER** ask you to share these words.
Loss of **Hardware Wallet**
If your physical **Hardware Wallet** is lost, stolen, or damaged, your **Digital Assets** are still safe, provided your **Recovery Phrase** is secure in **Cold Storage**. Simply purchase a new Ledger device, open the **Ledger Live App**, choose the 'restore device' option during the **Setup** process, and input the 24 words when prompted by the new device.
Forgot Your **PIN**
Forgetting your **PIN** is frustrating but recoverable. After three incorrect attempts, the **Hardware Wallet** will wipe itself for **Device Security**. You must then use the **Ledger Live App** to restore the device using your **Recovery Phrase**. You will then set a new **PIN**. This secure wipe confirms the importance of keeping your **Recovery Phrase** in permanent **Cold Storage**.
Never Share Your Words
Any request for your **Recovery Phrase**—whether through email, phone, or a pop-up in the **Ledger Live App**—is a scam. **Official Ledger Support** personnel will never, under any circumstances, ask for your 24 words. This is the single most important rule of **Secure Crypto Management**. If anyone asks, cease communication immediately and report the incident to **Official Support**.
Mastering the **Recovery Phrase** is the highest form of **Device Security** **Support**. It is the one thing that separates **Cold Storage** security from custodial risk for your **Bitcoin** and **Ethereum**.
Advanced **Secure Crypto Management** and **Ledger Live** FAQs
Beyond basic **troubleshooting**, **Ledger Live** **Support** assists with advanced functions for managing your **Digital Assets**.
My transaction is stuck or pending. What should I do?
Transaction congestion, especially on networks like **Ethereum** or occasionally **Bitcoin**, can cause delays. The **Ledger Live App** allows you to "speed up" a transaction by rebroadcasting it with a higher fee (gas price). Check the network's current fee rates via an external, trusted resource. If this fails, wait for the network to clear the backlog; your funds remain safe and secure in **Cold Storage** on your **Hardware Wallet**.
How do I **troubleshoot** if I can't install a coin application?
The **Ledger Live App** manages the installation of crypto applications onto your **Hardware Wallet**. If you encounter an installation failure, first ensure the Ledger device firmware is fully up-to-date and that you have closed all other crypto-related applications that might be using the USB connection. You may also need to uninstall unused apps to free up space on your device. These steps usually resolve installation errors for **Secure Crypto Management**.
Can **Official Support** help me recover a lost Passphrase?
The Passphrase feature (a 25th word) is an advanced **Device Security** feature known only to the user. **Official Ledger Support** has no knowledge of your Passphrase and cannot recover it. If you forget it, the only solution is to fall back to your standard 24-word **Recovery Phrase**, which accesses a separate wallet associated with your **Hardware Wallet**. This system underscores your **Self-Custody** responsibility.
Contacting **Official Support** & Phishing Warnings
When self-help **troubleshooting** is insufficient, use these **Official** channels. Be vigilant against scams, as impersonators often target users seeking **Support**.
Verified **Support** Channels
- **Official** Ledger website help desk submission.
- **Official** **Ledger Live App** chat/ticket system.
- Verified **Official** Ledger social media accounts (check for the blue tick).
- Never use phone numbers found via generic search engine results.
Critical Security Warning: Phishing
Scammers create fake websites, clone the **Ledger Live App** interface, and send phishing emails claiming to be **Official Support**. They will pressure you to "validate" your **Hardware Wallet** or enter your **Recovery Phrase**. The **Official** **Support** mantra is: Your **Recovery Phrase** is **COLD STORAGE** and never required online. Protect your **Bitcoin** and **Ethereum** by adhering to this rule.
If you encounter any suspected phishing attempt, please report it immediately to **Official Support**. Maintaining the integrity of your **Secure Crypto Management** environment is a shared responsibility.
Need Further **Support**? We're Here.
We are committed to providing the best **Official Support** for your **Hardware Wallet** and the **Ledger Live App**. Whether it's complex **troubleshooting** or fundamental questions about **Cold Storage** for your **Digital Assets**, use the resources above or contact our verified team.
Submit a **Support** Ticket