The PIN code is the basic security credential used by UKey hardware wallet for local access control. The ownership and transaction records of digital assets are immutably recorded on the blockchain network rather than locally on the physical device. Therefore, forgetting the PIN code itself will not directly lead to the loss of on-chain assets.
Safety protection mechanism description:In order to prevent physical brute force cracking of local devices, UKey hardware wallet has a built-in underlying security defense mechanism. When the consecutive incorrect PIN code input reaches the system security threshold (usually 10 times or 5 times, depending on the device model and firmware version), the security chip will trigger a protection command.Force wipe of all locally stored encrypted data (including private key cache) and factory restoreSettings. Since it is a local physical reset, there is theoretically no limit on the number of resets.
If you forget your PIN code, please strictly follow the following four corresponding solutions based on the current status of the device and the seed phrase or backup situation.
Situation 1: The device is not locked and has been properly backupseed phrase
Since you still own the seed phrase and the device is currently operational, you can proactively perform a system reset to set a new password.
Operation steps：
Click on the main interface of the hardware wallet device:【Settings】 -> 【Safety】。
Under the Security menu select【Reset Device】and confirm execution.
Once the device has been wiped and restarted, choose to wallet by importing your seed phrase and then a new PIN.
Situation 2: The device has been locked and properly backupseed phrase
Since the device is Locked and the correct PIN cannot be entered, you need to force reset the device by triggering the system's security defense mechanism.
Operation steps：
On the device unlocking interface, enter the incorrect PIN code multiple times in succession until the system's maximum number of errors is reached (5 or 10 times).
The system security mechanism is triggered and the device will automatically perform data erasure and reset.
After the reset is complete, select Import seed phrase for assets restore and re-Settings PIN.
Situation 3: The device is not locked and seed phrase has been lost
This is a state of emergency.由于seed phrase丢失，该hardware wallet内的private key是您控制资产的唯一凭证，必须立即进行资产转移。
Operation steps：
System warning: Please make sure to keep the device currently on or unlocked.It is strictly prohibited to press the power button or put the device into sleep/lock screen state。
Instantly connect hardware wallet to compatible client software (such as UKey Wallet, OKX Web3 Wallet or Rabby, etc.).
Initiate an on-chain transfer through the client, and transfer the full amount of all digital assets in the hardware wallet address to a new and secure other wallet address of backupseed phrase.
Situation 4: The device has been locked and seed phrase has been lost
In this extreme case, the account assets will not be recovered.
Principle explanation: blockchain cryptography is non-tamperable and irreversible. seed phrase and private key are the only mathematical certificates that prove and control the ownership of on-chain assets. Under the dual premise that the device is locked (local private key cannot be called through approval) and seed phrase is lost, UKey officials cannot bypass the underlying protection logic of the security chip. Therefore, the digital assets under this address will permanently be unable to restore.
If you encounter hardware response problems when performing device reset or restore process, please submit a technical support request through the UKey official help center, and our engineering team will provide you with targeted assistance.