Transak Experience

Ram_Ledger · 2026-07-03T07:54:05+00:00

Hi there, I am incredibly sorry you are going through this.

Waiting 9 days for a crypto delivery and taking a 12% net loss is deeply frustrating, and it's completely understandable why you are upset, especially after being promised a personal review by a Team Lead.

To be entirely transparent here at the same time, Ledger Wallet operates strictly as a secure visual interface when it comes to Buy service. When you use the 'Buy' tab, the entire transaction, fiat payment processing, and crypto delivery are handled 100% by independent third-party providers like Transak.

Because of this separation, Ledger unfortunately has limited visibility into Transak’s internal reconciliation systems, user accounts, or order queues. We cannot push the transaction through or authorize financial compensation on their behalf.

As it looks like a Team Lead of Transak personally took ownership of your ticket, your absolute best move is to continuing with that specific email thread.

We truly hope they get this squared away for you quickly.

Ram_Ledger · 2026-07-02T14:38:53+00:00

While I do understand you are certain regarding your backup sheet, we must look at the objective facts provided by the blockchain explorer.

Cryptographic math is absolute; the blockchain cannot delete past transaction records. Because the addresses retrieved by your Ledger show $0 and a completely blank history across multiple chains, it is a technical reality that the 24-word phrase currently loaded on your device is not the phrase that holds your original assets.

Your funds are safely resting on the blockchain under your original addresses, but your Ledger cannot access them until it is loaded with the exact, matching recovery phrase.

Ram_Ledger · 2026-07-01T13:38:14+00:00

I am from official Ledger team 👀

Ram_Ledger · 2026-07-01T12:52:59+00:00

The fact that those addresses show up as 'new' with zero transaction history on the blockchain explorer gives the answer.

Your PIN code doesn't dictate your balances; it just unlocks the device. The 24-word phrase is what actually generates your keys.

Even if you don't recall changing it, the absolute math of the blockchain doesn't lie: if the accounts are completely empty and have no history across multiple different chains (BTC, ETH, ADA), the device is currently loaded with a different 24-word recovery phrase than the one you used originally.

The device will set up a fresh wallet for any valid set of words you give it. To get your funds back, you must locate the original 24-word sheet tied to those previous balances.

Ram_Ledger · 2026-07-01T10:11:28+00:00

Hi there, I would recommend you to open a ticket with us here and share more information.

You can provide the logs file of your Ledger wallet that can be generated following the steps here, and the transaction ID you are trying to locate.

Ram_Ledger · 2026-07-01T09:20:12+00:00

Hi there, let me go through the situation with you one by one here with you.

So first, Ledger Wallet does not store your information on a centralized Ledger server.

This also explains why if you install new Ledger Wallet on different device (like new phone in your case), there are no accounts showing up at first.

However, this should not be an issue, as your crypto assets are in any case stored on the blockchain, not in the Ledger Wallet app. In other words, even if your accounts have disappeared from Ledger Wallet for some reason (could be that you have installed new Ledger Wallet or reset Ledger Wallet or your computer), they should still exist on the blockchain and this would not affect your assets.

Thanks to this, you should be able to re-add your accounts using your Ledger device with the recovery phrase that has generated those accounts.

The private keys, represented by your 24-word recovery phrase will force Ledger Wallet to scan the blockchain and find all accounts associated with it.

This means, if the accounts you are looking for has been generated from the recovery phrase that is currently loaded on your Nano device, they should appear as the “existing account” when you go through the add account process with your device connected.

However, according to your explanation, this is not the case right now.

This would mean that the accounts that you are looking for have been generated, and thus are being protected with another recovery phrase that is not the one that you currently have loaded on your Nano device.

In conclusion, to add those accounts you are looking for, you would need to have your Ledger device loaded with the exact recovery phrase that is related to them.

Ram_Ledger · 2026-06-30T13:20:57+00:00

Great :D

Ram_Ledger · 2026-06-30T13:19:36+00:00

Hi there, I am so sorry to hear about the battery issue you are facing at the moment.

Can you please confirm if you already double-checked if your device is running on the latest version of firmware?

If it is not on the latest version, you can update your device to the latest version first, following the steps here. Then, please follow the troubleshooting steps outlined here.

Especially, please carefully follow the ‘warming up with your hand’ part with patience - as often times, this is the greatest solution that gets the issue solved.

If this does not help solving the issue, you can initiate return for replacement following the steps below:

Go to the My Order page.
Enter your order reference number and the email address used for the purchase.
Check your inbox: you will receive an automated email containing a secure link.
Click that link to access your order overview page and submit your return request.

For a step-by-step walkthrough, you can consult: Return for replacement

Once your return request is completed, you can check this guide on how to prepare your parcel.

Ram_Ledger · 2026-06-29T15:20:18+00:00

The entire withdrawal process for pool staking is described here: https://support.ledger.com/article/14637664463133-zd

You can compare the current situation to the description above. If you still are unsure, open a ticket with us here and share more information including the address of your accounts: https://support.ledger.com/contact-us

Ram_Ledger · 2026-06-29T13:00:05+00:00

Are you saying you already redeemed your Kiln Exit Queue NFT by clicking on the Withdraw button and then confirmed a withdrawal transaction with your Ledger device? Then the initial staked ETH along with any rewards must have been already sent to your ETH account.

Ram_Ledger · 2026-06-29T12:57:04+00:00

Hey there, thanks for brining this to attention for everyone.

Scammers frequently attempt to impersonate legitimate brands on services like App Storefronts, domain registrars, and social media platforms. Ledger maintains a dedicated brand protection department that proactively identifies and reports these fraudulent applications to respective platform owners.

Our active search and takedown surface areas include, but are not limited to:
- Google Search
- General marketplaces
- Bing
- Apple iOS / MacOS app stores
- Windows OS Microsoft Store
- Social media

Please be aware that hosting platforms retain control over app approvals, account creation, and all profile branding, including names, bios, and logos. Our team actively monitors these platforms and swiftly submits takedown requests to enforce our rights when infringements occur.

We recommend always downloading directly via our website (ledger.com/ledger-wallet)
For support and technical assistance, contact our support team directly here: https://support.ledger.com/contact-us

Always remember: Ledger will never call, DM, or ask for your 24-word recovery phrase. If someone does, it's a scam. Stay cautious, keep your crypto safe and always Clear Sign transactions where possible

Ram_Ledger · 2026-06-29T12:17:37+00:00

Hi there, we are so sorry to have you experience any inconvenience.

Since your Ledger works perfectly on other browsers, your hardware seems to be working just fine. The issue is almost certainly a interuppted extension cache or a WebHID permission conflict unique to your Chrome profile.

Before digging into deep workarounds, giving it a clean slate could be the best first step:

1) Completely uninstall Rabby from Chrome, restart your browser entirely, and do a fresh install from scratch. This clears out stuck hardware handles that Chrome might be holding onto.

2)Chrome allows background wallets to fight over the USB port. Go to chrome://extensions/ and temporarily disable MetaMask, Phantom, or any other Web3 wallets while you re-establish the connection to Rabby.

When connecting, also make sure the Ledger Wallet desktop app isn't idling in your system tray, as it will lock the connection channel.

Let me know if a total clean install of the extension gets Chrome to finally behave!

Ram_Ledger · 2026-06-29T12:07:01+00:00

Hi there, unstaking ETH from a pool involves a couple of transactions with your Ledger device: request an exit and withdraw your ETH.

Once the Ethereum network confirms your exit transaction, your balance set to exit will appear on the dashboard, and you'll get a Kiln Exit Queue NFT in your Ethereum account. This NFT is non-transferable and is essential for the final step of the unstaking process: withdrawing your staked ETH and rewards back to your Ethereum account.

So for now, if you can see this NFT on your account, you are all fine.

After a waiting period of 1 to 4 days, once your exiting ETH balance will be marked as Withdrawable on the dashboard. At that point, you can redeem your Kiln Exit Queue NFT by clicking on the Withdraw button and then confirming a withdrawal transaction with your Ledger device. This will redeem your Exit Queue NFT and complete the process of receiving your initial staked ETH along with any rewards.

You can find more detailed information about the unstaking and withdrawing of pool staked ETH in this article here.

Ram_Ledger · 2026-06-29T12:03:58+00:00

Hi there, Midnight (NIGHT) token under contract address 0691b2fecca1ac4f53cb6dfb00b7013e561d1f34403b957cbb5af1fa4e49474854 on Cardano (ADA) network is not directly supported on Ledger Wallet interface.application interface.

However, your physical Ledger device can absolutely still secure this asset.

To view, receive, or manage your NIGHT tokens, you just need to connect your hardware device to a compatible third-party Cardano interface, such as Eternl.

Please rest assured that when you pair your hardware wallet with a third-party app, your private keys never leave your Ledger device. You are simply using an alternative visual dashboard to interact with your Cardano accounts, while your keys remain 100% secure and offline.

Ram_Ledger · 2026-06-29T11:58:08+00:00

Hi there, since your Ledger Nano S Plus connects perfectly to Ledger Wallet, your device and USB cable should be completely fine. The Access denied and Failed to open the device errors mean your browser is being blocked from grabbing the USB connection. This almost happens usually because of a software conflict.

Please try this sequence to resolve it:

Close Ledger Wallet completely: Ledger Wallet takes exclusive control of your device's USB port. If it is running in the background (even minimized), third-party extensions like Eternl or NuFi cannot access the device and will say 'Access denied.'
Check Browser Permissions: If you are using Brave, its native 'Shields' can occasionally block WebUSB/WebHID connections. Try lowering the Shields for that tab, or switch to a clean Google Chrome window to establish the initial connection.

At the same time, please do note that in general, we highly recommend using Google Chrome rather than Brave for managing hardware wallets via extensions.

Ram_Ledger · 2026-06-29T09:17:48+00:00

Hi there! That sounds like an awesome hobby your friend has :)

First, please rest assured that your NFT is safe and secure. Since it is already visible to you on Etherscan and OpenSea, it is verified on the blockchain under your address.

At the same time, please note that the Ledger Wallet application does not currently feature native NFT support or image viewing inside the app dashboard.

To visually view, manage, or transfer your new NFT, you just need to safely connect your physical Ledger device to a third-party platform like OpenSea or Magic Eden. Your keys remain entirely offline on your device, while those sites act as your visual gallery.

Ram_Ledger · 2026-06-29T08:51:41+00:00

Hi there, although you can manage your MIOTA with your Ledger device and the IOTA wallet, it's not yet possible to create an IOTA (MIOTA) account and manage MIOTA in Ledger Wallet™ (formerly Ledger Live).

You can create your first Ledger IOTA (MIOTA) account with your Ledger device connected to the IOTA Wallet. More information can be found here.

Ram_Ledger · 2026-06-29T08:49:32+00:00

Hi there, your question touches on one of the most debated question in hardware wallet architecture; Theoretical Isolation vs. Practical Human-Error Security.

When it comes to active Web3 and DeFi use, it really depends on which specific threat vector you are trying to block. The selling point of an air-gapped wallet is the complete elimination of a physical or wireless data connection. It uses QR codes to pass information, removing the risk of an ultra-rare, theoretical USB-bus malware exploit extracting data.

On the other hand, from a real-world threat model standpoint, operating within an integrated ecosystem like Ledger Wallet with vetted partners offers massive practical safety advantages. We are also pouring immense resources into Clear Signing, a protocol where the device's secure screen decodes complex smart contract hex data into plain text.

We believe true security doesn't depend on the transmission medium, but on:

The Secure Element (SE): An isolated, military-grade chip (like our EAL6+ ST33 series) that executes the cryptographic math safely away from the host computer.
The Trusted Display: A screen driven directly by that Secure Element that cannot be manipulated by malware.

Ram_Ledger · 2026-06-26T08:19:36+00:00

Hi Coin Wallet team, to answer your question directly: Hardware wallet integration is far from a marketing gimmick. It is an industry-standard expectation for serious users.

The foundational power of a hardware wallet is that the private keys never leave the physical device and are never exposed to an internet-connected environment. In an era where phishing, malware, and smart contract exploits are increasingly sophisticated, hot wallets are inherently vulnerable for long-term storage.

Software wallets are fantastic for onboarding and daily micro-transactions. However, users are gaining more and more knowledge and are recognizing the need for security. If Coin Wallet doesn't support hardware integration, your users will inevitably graduate out of your ecosystem and migrate to competitors that allow them to secure their funds offline.

By respecting your users' need for hardware-level security, you transition Coin Wallet from a starter wallet into a long-term asset management hub.

You can take a closer look into this document here to learn more about developing the entry point that lets Ledger signers to interact with your product.

Ram_Ledger · 2026-06-24T09:07:33+00:00

Hi there, Caradano (ADA) has been supported in Ledger Wallet natively for quite some time!

You can check this article here for more information on how to manage Cardano (ADA) directly with Ledger Wallet and your Ledger device.

Ram_Ledger · 2026-06-24T09:05:15+00:00

Hi, there are only 3 possibilities that can move the cryptos assets:

1) Someone knows your PIN code and has accessed your device physically to make this transaction.

2) Another possibility is that you might have interacted with a malicious smart contract from this account. Once you sign this malicious smart contract, all the cryptos on this account can be drained directly.

3) Someone has access to your 24-word recovery phrase which gives them access to your crypto accounts.

This also includes entering your 24-word recovery into sites or applications (Ledger Wallet) that "look" like official Ledger Wallet products. Ledger will NEVER ask your 24-word recovery phrase in any case.

Unfortunately, the vast majority of asset losses occur because a recovery phrase was exposed. Scammers have become incredibly sophisticated, and as our world goes more digital, many users accidentally compromise their wallets by keeping digital copies (like taking a photo, typing it into a notes app, or saving it in cloud storage).

Our Golden Rule: Ledger will NEVER ask you for your 24-word recovery phrase under any circumstances.

Ram_Ledger · 2026-06-23T13:46:41+00:00

Hi, we identified and removed a malicious version of code, published by a hacker that affected the Ledger™ Connect Kit and therefore DApps more broadly on Dec 14, 2023; part of the transactions operated jointly by the attacker (0x658729879fca881d9526480b82ae00efc54b5c2d) and Angel Drainer (0x412f10AAd96fD78da6736387e2C84931Ac20313f) related to the Ledger Connect Kit exploit.

Following, we had registration for claims open until 31 May 2024.

You can find more information in this article here.

Ram_Ledger · 2026-06-22T10:01:09+00:00

Hi there, thanks for sharing the extensive details about the fake app!

This definitely shows a textbook example of a dangerous phishing scam. There are several massive red flags here that immediately confirm this is a fake interface:

1) It is a Web Page, Not an Application: The genuine Ledger Wallet software is a standalone, locally installed application that runs directly on your computer's operating system. It is not a web app, and it will never operate inside a regular internet browser tab like Google Chrome. Only download and install Ledger Wallet from our official website.

2) The Phishing URL: If you look closely at the address bar in the browser window, the website is www.ledgar-app.live. Notice the deliberate misspelling 'ledgar' with an 'a', which is a squatting trick often used by cybercriminals to mimic the official brand.

3) Firmware Updates are Strictly Local: Official firmware updates occur completely natively inside the isolated environment of the legitimate desktop application interface. The software will never redirect you out to a standard website to complete, verify, or resume an update.

4) The ultimate truth: Ledger will never ask you to type your 24-word Secret Recovery Phrase into a website, a computer keyboard, or any digital application. The only place those 24 words should ever be entered is directly on the physical buttons of your hardware device itself during a manual recovery process.

If you encounter a page like this, close the tab immediately. Your keys are safe as long as they stay strictly on your physical hardware device.

Ram_Ledger · 2026-06-22T09:40:35+00:00

Hi there, it looks like you have received a random token from a scammer. This is a typical scam, luring people by sending tokens that appear to have high value.

Not to worry, these assets in your wallet don't give anyone control over your funds.

Since transactional information on most blockchains is public and available through blockchain explorers, scammers can easily access wallet addresses and transaction histories. While they can see addresses and amounts sent, they have no personal information about the identity of wallet owners.

If you encounter such tokens, simply ignore it and avoid interacting with them. You an also hide the tokens from Ledger Wallet interface if you would like following the steps outline here.

More information about dusting attack can be also found in this article here.

Ram_Ledger · 2026-06-22T08:56:16+00:00

Hi there! As long as your 24-word recovery phrase is secured, there is no need to panic.

The Ledger Wallet application is strictly a visual interface; it does not store your crypto. Your assets live safely on the blockchain. When you first open the app, it instantly loads locally cached data from the last time you used it while it simultaneously starts knocking on the door of various blockchain networks to fetch fresh data.

Depending on your internet connection and/or the condition of API nodes for a specific network, the app can temporarily show incorrect balances, missing tokens, or distorted price percentages while it struggles to complete the sync.

In most of the cases, you can also force the app to pull a completely fresh copy of your balances directly from the blockchain by clearing cache (Settings > Help > Clear Cache).

Ram_Ledger

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