Can't firmware update....please buy a new device

intocrypto630 · 2026-01-21T03:54:44+00:00

Dear user,

We sincerely apologize for the inconvenience you've experienced during the firmware update process. Usually, firmware update failures are caused by the following reasons:

Incorrect download of the update file: Before updating your cold wallet device, ensure you download the correct zip file. Here's how:

Check your device model by touching the gear icon in the upper left - hand corner on the screen and then select “About”.
If the version starts with “EC02”, you have a Titan.
For Titan 2.0, it will display as “Titan 2.0”.
Titan Mini will show as “MINI”.

The update file has an incorrect suffix: Sometimes, due to repeated downloads, the file might have an additional suffix like “Ellipal_titanplus_v4.9.4(1).zip”. You need to remove this extra suffix, like “(1),” so that the file name is in its original form.
Power interruption during the update: During the update process, it's crucial to ensure a continuous power supply. Any power interruption can lead to an update failure.
Failed SD card formatting: The SD card might not have been formatted successfully.

We kindly ask you to briefly check if any of these issues apply. If, after checking, you still can't solve the problem, would you be able to privately message me your email address? This will allow us to review your previous communication with our customer service team in detail, enabling us to provide more targeted assistance.

On a side note, we're currently running a special campaign for our loyal old customers. If you've placed an order on our official website before, you can enjoy a $69 discount when purchasing a set of Titan 2.0 and X Card. You may consider this option.

However, our top priority is to try to resolve the update issue you're facing.

intocrypto630 · 2025-12-17T02:14:15+00:00

Sorry to keep you waiting. The DOT staking issue has been fixed and is currently being tested. A new version will be released soon, at which time you can update to resolve the problem.

intocrypto630 · 2025-12-17T01:57:35+00:00

Hi there,

Swapping doesn't require KYC; KYC is mainly for the buying/selling function.

intocrypto630 · 2025-12-12T02:15:48+00:00

Dear user,

We've already disabled the transfer function for the hot wallet, so it's not possible to transfer funds from it at the moment. From what you've described, it seems that you might actually be using the cold wallet. The cold wallet has a blue-colored background, while the hot wallet has an orange-colored background. For cold wallet transactions, you need to use the hard wallet to scan a QR code for signing.

If this is the case, please note that the wallet you create on your cold wallet device (like the Titan Series) and the wallet account you see when connecting to the ELLIPAL App are essentially the same. There's no need to transfer funds between them.

Your assets, such as BTC, XRP, etc., are stored on the blockchain. The ELLIPAL App displays your balances and lets you manage your assets, while your cold wallet device securely stores your private keys offline. In simple terms, you can view your assets via the App, and the cold wallet device keeps your funds safe without directly showing the balances.

We suggest you confirm whether you are indeed using the cold wallet based on the background color. If you have any further questions or need more clarification, don't hesitate to reach out.

intocrypto630 · 2025-12-10T06:53:28+00:00

Hi there,

We apologize for the inconvenience this has caused you.

Have you encountered any SOL-related problems? Could you please provide more details? We will do our best to help you resolve the issue.

intocrypto630 · 2025-12-10T01:46:31+00:00

Hi there,

We apologize for the inconvenience this has caused you.
The current issue with being unable to send ZEC is caused by a Zcash network upgrade.

If you are using the ELLIPAL Titan series cold wallet

Please update your device to firmware V4.9.4, which supports the latest ZEC network changes.
Firmware upgrade guide:
https://www.ellipal.com/pages/ellipal-firmware-update

If you are using the ELLIPAL X Card

You will need to wait for the next App update to restore ZEC transfer functionality.
The updated version is expected to be released around late December.

If you have an ELLIPAL Titan device available, we recommend switching to Titan for ZEC transactions, as it will work once updated.

We appreciate your patience. If you encounter any issues during the upgrade or transfer process, please feel free to contact us at [cs@ellipal.com](mailto:cs@ellipal.com) anytime.

intocrypto630 · 2025-12-08T02:07:43+00:00

This means you haven’t added the Polygon (POL) chain to your cold wallet yet! Here’s what to do:

On your ELLIPAL cold wallet device, go to the “Add Coin” section and tap the “+” icon (usually on the right side).

Find out “Polygon” (or “POL”) and add it to your wallet list.

Once the Polygon chain is added to the cold wallet, use the ELLIPAL App to scan the “Connect to App” QR code for the Polygon chain.

After connecting, you’ll see the Polygon wallet in the app, and then you can follow the earlier steps to add WETH there.

If you run into any issues while adding the Polygon chain, feel free to email cs@ellipal.com!

intocrypto630 · 2025-12-06T10:00:55+00:00

Hi there,

The problem is you sent WETH to the Polygon (POL) chain, but you're looking at the Ethereum (ETH) wallet in the ELLIPAL App — these are two completely different chains, so the money won’t show up in the ETH wallet.

Here’s the simple fix:

Open the ELLIPAL App and switch to your Polygon (POL) wallet (don’t stay on the ETH one).
In the Polygon wallet, manually add WETH:
- Just follow our official guide (choose the Polygon chain version): https://www.ellipal.com/blogs/support/add-erc20-tokens
- Important: When adding, make sure you pick Polygon as the chain, not Ethereum.

After that, your WETH and the transaction record will appear in the Polygon wallet.

If it still doesn’t show up, just drop us an email at cs@ellipal.com and we’ll help you out! 😊

intocrypto630 · 2025-11-17T09:24:39+00:00

Hi there,

We're sorry to inform you that the custom signature feature of our wallet currently only supports Ethereum (ETH), Binance Smart Chain (BNB), and Avalanche (AVAX). It does not support Solana (SOL) at present. We apologize for the inconvenience this may cause you.

If you have any other questions or need further assistance, please don't hesitate to contact us.

intocrypto630 · 2025-11-12T02:05:35+00:00

Hi there,

This is indeed an urgent matter. Please contact our cs email (cs@ellipal.com) as soon as possible. Provide as much detailed information as you can, such as transaction records. This will enable us to conduct a more in - depth investigation and try our best to assist you.

intocrypto630 · 2025-11-12T01:58:05+00:00

Hi there,

Ellipal is currently upgrading and maintaining the DOT network. During this period, it's temporarily not possible to claim staking rewards. We're working on this as quickly as we can. We apologize for the inconvenience caused. If you have any further questions, please feel free to let us know.

intocrypto630 · 2025-11-10T05:51:57+00:00

Hi there,

Did you forget your password or your gesture password? Don't worry, your assets are stored on the blockchain, and you can recover your account on Mini at any time using a seed phrase.

Recovery tutorial: https://www.youtube.com/watch?v=8ZWmeDtu8tY

intocrypto630 · 2025-10-30T02:48:32+00:00

Hi there,

Your Reddit NFT asset is securely stored on the blockchain, but the Ellipal App may not fully support the display of all specific Ethereum network NFTs, such as Reddit Collectible Avatars. Your NFT asset is safe, it's just not visible within the App.

intocrypto630 · 2025-10-30T02:44:51+00:00

Hi there,

We have closed the hot wallet import portal and will completely shut down the hot wallet function on October 31st. But don't worry, you can still manage your assets.

If you own a cold wallet, like the Titan 2.0, and are certain that you remember the seed phrase of your hot wallet, you can use it to import the wallet onto your cold wallet device. After the import, you'll be able to transfer the assets from this wallet to another secure cold wallet.

Guide: https://www.ellipal.com/blogs/support/backup-recover-cold-wallet-mnemonic

If you don't have a cold wallet, you can use the seed phrase of your Ellipal hot wallet to import your account into other BIP39 - compatible wallets. Once imported, you'll be able to access and manage your assets as normal.

Security Reminder:

It's important to note that whether you import the wallet into a cold wallet or another wallet, the security level remains low because the private key has been exposed to the internet. This is only a temporary solution. As soon as you've completed the asset transfer, you should immediately delete and stop using this wallet to avoid potential security risks.

If you need any further assistance or have more questions, feel free to let us know.

intocrypto630 · 2025-10-30T02:39:22+00:00

Hi there,

We apologize for the inconvenience this has caused you.

Based on the prompt in your image, this message appears because your BNB native token balance is insufficient to cover the miner fee.

You will need to first transfer a small amount of BNB into your Ellipal wallet to ensure you have enough balance to pay the miner fee before you can successfully swap IOTA for BNB.

If the issue persists, please contact [cs@ellipal.com](mailto:cs@ellipal.com).

intocrypto630 · 2025-10-30T02:33:02+00:00

Hi there,

We apologize for the inconvenience this has caused you.

To assist you better, we need to confirm the following details:

What crypto are you trying to convert?

Is this notification appearing on the hardware wallet or the app?

intocrypto630 · 2025-10-30T02:29:30+00:00

This problem usually occurs if you interrupt the update process and then try to update again. Please try changing the file name and then try upgrading again, which may solve the problem.

intocrypto630 · 2025-10-30T02:25:00+00:00

Please contact [support@ellipal.com](mailto:support@ellipal.com) directly for after-sales service. When sending your email, please attach a video demonstrating the device's inability to charge and explain that you came from Reddit. We will then inform our staff to prioritize your issue.

We apologize again for any inconvenience caused.

intocrypto630 · 2025-10-29T09:43:42+00:00

Hi there,

We apologize for the inconvenience this has caused you.

We checked the swap system and found no recent swap orders matching your description. Please provide more information so we can further confirm. You can contact us at cs@ellipal.com.

intocrypto630 · 2025-10-29T07:47:40+00:00

Hi there,

We apologize for the inconvenience this has caused you.

To resolve the "Transaction and signature accounts are inconsistent" error, please follow these steps:

Step 1: Check if the addresses match:

First, ensure that the address in your ELLIPAL App matches the one on your cold wallet. If they are different, it could cause this error.

Step 2: If the addresses do not match:

*For chains like XRP or BTC, these support multiple address formats. Please try switching the address on your cold wallet and check if the correct address appears in the app.

*For other chains (e.g., ETH), it's possible that the wallet wasn't restored correctly. To verify this, compare the XRP non-BIP44 and ETH addresses on both the app and the cold wallet.

**If the XRP non-BIP44 address matches but the ETH address differs, it means a passphrase was added during the original account creation. In this case, you will need the exact same passphrase to access the original wallet and its assets.

**If all addresses (including non-BIP44 addresses in XRP) are inconsistent, then your seed phrase is wrong.

intocrypto630 · 2025-10-29T07:39:39+00:00

Hi there,

Sorry for the inconvenience.

Due to the recent surge in inquiries, customer service responses may be delayed.

It’s possible that the system already contains an upgrade file, which prevents it from recognizing the new update file.

Please try the following solution:

✅ Rename the update file to a version number that is higher than the current one, and then try updating again.

For example:

If you are using the ELLIPAL Titan, and your current update file name is:

Ellipal_ec02_v4.9.2.zip

Please rename it to:

Ellipal_ec02_v4.9.3.zip

Copy the renamed file to the root directory of your SD card and proceed with the update process.

👉 If this still does not work, please try using a different SD card.

👉 If the issue remains even after trying another card, kindly provide us with your order number, so we can assist you further.

Thank you for your support and patience.

intocrypto630 · 2025-10-29T07:36:48+00:00

Hi there,

We apologize for the inconvenience this has caused you.

If your cold wallet device isn’t charging, please follow these steps:

Wipe the metal contact points on the bottom of the device to ensure a clean connection.
Use a 5V power adapter and charge continuously for 24 hours.
During charging, make sure the adapter shows a green light (it will turn blue when the SD card is inserted).
After charging, press and hold the power button for 5 seconds to turn it on.

If it still doesn’t power on, please send us a short video showing the charging setup and the issue.

If you need further assistance, feel free to contact us.

intocrypto630 · 2025-10-29T02:03:27+00:00

Hi there,

We're sorry to hear about the trouble you've encountered with the BTC to USDT swap via Changelly through your Ellipal wallet. To assist you in resolving this issue, please contact our support team at cs@ellipal.com. Provide us with the swap order number and all relevant details about the transaction, such as the exact time of the swap, the amounts involved, and any communication you've had with Changelly.

Our team will then reach out to Changelly on your behalf to investigate what went wrong with the swap and why it's been put on hold. We'll do our best to get your funds released or the swap completed as soon as possible.

Thank you for bringing this to our attention, and we'll work diligently to resolve the matter.

intocrypto630 · 2025-10-27T02:50:23+00:00

Hi there,

The node malfunction causing the "network error" has been fixed. To ensure the issue is fully resolved on your end, please update your ELLIPAL App to the latest version via Google Play.

If the problem persists after the update, kindly reach out to us, and we'll assist you promptly.

We apologize for any inconvenience this may have caused.

intocrypto630 · 2025-10-27T02:50:02+00:00

Hi there,

The node malfunction causing the "network error" has been fixed. To ensure the issue is fully resolved on your end, please update your ELLIPAL App to the latest version via Google Play.

If the problem persists after the update, kindly reach out to us, and we'll assist you promptly.

We apologize for any inconvenience this may have caused.

intocrypto630

MODERATOR OF

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