The PIN is the base security credential used by UKey hardware wallet for local access control. Digital asset ownership and transaction records are immutably recorded on the blockchain network, rather than locally on the physical device. Therefore, forgetting the PIN itself will not directly result in the loss of the on-chain assets.
Safety protection mechanism description: To prevent physical brute force cracking of local devices, UKey hardware wallet has a built-in underlying security defense mechanism. When consecutive incorrect PIN code entries reach the system security threshold (usually 10 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 restore Settings. 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 situation of seed phrase and backup.
Situation 1: The device is not locked and has been properly backup seed phrase
Since you still own seed phrase and the device is currently operational, you can proactively perform a system reset to set a new password.
Operation steps:
On the main interface of the hardware wallet device, click:[Settings] -> [Safety].
Under the Security menu select [Reset Device] and confirm execution.
Once your device has been wiped and rebooted, choose to restore your wallet by importing your seed phrase and then Settings your new PIN.
Situation 2: The device has been locked and properly backup seed phrase
Because the device is Locked and the correct PIN cannot be entered, you need to force reset the device by triggering the system's security defenses.
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 asset restore and re-Settings PIN.
Scenario 3: The device is not locked and seed phrase is lost
This is a state of emergency. Due to the loss of seed phrase, the private key within the hardware wallet is the only proof that you control the asset and the asset transfer must occur immediately.
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 a on-chain transfer through the client to transfer the full amount of all digital assets in the hardware wallet address to a new and secure other wallet address backup seed phrase.
Scenario 4: The device is locked and seed phrase is lost
In this extreme case, the account assets will not be recovered.
Principle explanation: blockchain cryptography has the characteristics of non-tampering and irreversibility. seed phrase and private key are the only mathematical certificates to prove and control the ownership of on-chain assets. Under the double premise that the device is locked (the local private key cannot be called through authorization) 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 never be able to restore.
If you encounter hardware response issues when performing a device reset or the restore process, please submit a technical support request through the UKey official help center, and our engineering team will provide you with targeted assistance.