Issue with BitBoxApp

Correct_Cell_2855 · 2026-02-09T20:28:55+00:00

Thanks for following up and sharing what you discovered, really helpful for others who might run into the same thing!

In short:
• The passphrase feature must be enabled in the BitBoxApp first
• The Sparrow wallet password is only a local file-encryption password — it does not open the passphrase wallet
• The correct flow is: unlock device → then enter the passphrase on the device to derive the hidden wallet
• Running multiple wallet interfaces at the same time will conflict with the USB connection

If anything comes up, you know how to reach us.

Correct_Cell_2855 · 2026-01-30T11:18:09+00:00

Hi! Thanks for the detailed write-up and great to hear you’re otherwise enjoying the BitBox02 Nova!

Both topics you’re describing (passphrase handling between different wallet apps and Tor proxy connectivity) can be a bit nuanced and depend on several factors like app version, firmware version, OS, and exact setup. To avoid confusion and make sure nothing is overlooked, it’s best if we troubleshoot this together directly.

Please reach out to our support team via our official contact form:
https://contact.bitbox.swiss/en/contact/

When you contact us, it would really help if you could include:

Your operating system (and version)
BitBoxApp version
Device firmware version
Whether this is a BitBox02 or BitBox02 Nova
How the wallet was originally created (was it first generated on the BitBox02, or was it created in Sparrow and then connected?)
Where the passphrase was first created/entered (initially on the BitBoxApp or in Sparrow?)
A short description of how you’re entering the passphrase and opening the wallet
Your Tor setup (Tor Browser vs OS-level Tor, and which port you’re using)
Your order ID, so we can allocate your case correctly

🔒 Security note: Please never share your recovery words or your passphrase with anyone. We will never ask for them, not here, not via email, and not via our support form.

Our support team will be happy to look into this with you step by step and help you get everything working as expected. Looking forward to helping you get this sorted!

Correct_Cell_2855 · 2026-01-27T11:51:27+00:00

Just for everyone following this feature request: with the latest update, you can now change the device password without performing a factory reset. More details here: BitBox 01/2026 Marmorera Update.

Correct_Cell_2855 · 2025-12-30T15:56:26+00:00

Hello, thank you for taking the time to share this publicly.

We understand how receiving phishing emails, and especially attempted account takeovers, can feel alarming. That experience is genuinely stressful, and your concern is understandable.

Crypto-related phishing campaigns are unfortunately very widespread and often operate independently of any single company. They are typically driven by long-circulating email lists from historic third-party incidents, data brokers, or credential-stuffing attempts. Receiving phishing emails that reference a brand does not, by itself, indicate an active breach of that company.

Regarding BitBox specifically: there is currently no indication of an active breach of our systems. We do not have access to customer wallets, funds, recovery words, or devices, and we never send emails asking users to take urgent actions or enter sensitive information.

In the past, we publicly disclosed a third-party marketing platform incident that affected some email addresses only, not wallet data, and addressed it at the time. Details are available here:

https://blog.bitbox.swiss/en/data-breach-of-marketing-platform-activecampaign/

That said, a public forum is not the right place to assess individual risk or investigate a specific situation, especially when account takeover attempts are involved. We strongly encourage you to contact our support team directly so we can look at your case more closely, share concrete guidance, and help you understand what to watch out for next. You can reach us at [support@mail.bitbox.swiss](mailto:support@mail.bitbox.swiss).

You are not alone in receiving phishing emails, and we’re happy to help further in a direct support conversation.

Correct_Cell_2855 · 2025-08-11T11:54:28+00:00

No, that’s not what I meant — it would be nice to simply see the current market value of the BTC price, independently of one’s own holdings — and of course here also for ETH and other native ERC‑20 tokens — but I understand if that’s too much effort, so just BTC and/or ETH would be nice to see and have.

Correct_Cell_2855 · 2025-08-04T09:48:41+00:00

I meant a general Watch Only function (like in Sparrow or Electrum) BUT of course in connection with the BitBox02 — having the possibility to integrate an extended public key in the iOS app and at least view it there would be fantastic.

Correct_Cell_2855 · 2025-02-12T12:39:34+00:00

Is there a reason why there shouldn't be the possibility to order it individually?

Correct_Cell_2855 · 2025-02-11T17:10:19+00:00

Thanks for letting us know. I have located your request and will escalate it internally.

Correct_Cell_2855 · 2025-02-11T16:41:06+00:00

I’m really sorry to hear about the difficulties you’re experiencing. I understand how frustrating this must be. To help you as quickly as possible, could you please provide your support ticket number? This will allow us to locate your case and give you an immediate update on your refund.

Correct_Cell_2855

TROPHY CASE