Factory Reset and Can't See Old Funds

Security About seeds and wallet
1

Hi - really could use some advice here.

I forgot my pin so was told a factory reset would allow me to reset (I have seed phrases), which it did. The issue now is that I can only see transactions on my restored wallet to 2022, when my funds get transferred to another address and I can’t seem to access this. I know the funds are in my account because I logged in last year to move some (email evidence of this from another exchange) so why aren’t they appearing (or those related transactions) in my account?

Further info:

  • wallet - Trezor One
  • seed phrases - I have 24 word and also manually written down a 12 word seedphrase. For some reason only the 12 word phrase is working and I thought Trezor One only used 24?

Thanks to anyone that can help steer what might be the issue and what avenues I can explore to get access to my funds again.

2

If I understood you correctly, you have two seed phrases — one with 12 words and one with 24. When you enter the 12-word phrase, you get access to your old wallet, the one from which you transferred funds back in 2022.
Trezor One actually supports both 12 and 24 word seed phrases, so you should try switching and entering the 24-word phrase

P.S. For the future - if you ever forget your PIN again, before doing a factory reset, use the “Check recovery seed” option in Trezor Suite.
That way, you can make sure the seed phrase you’re entering corresponds to the wallet you actually want to recover.

3

Hi, thank you for your response. Turns out that I’d made one incorrect copy of my 24 word seed phrase (one word) and was using that and when I tried with another version it worked and everything restored! The 12 word seed related to a legacy soft wallet (which I didn’t know that you could restore on a Trezor but there you go).

4

For what it’s worth though the Trezor official support is non-existent - I posted on the chatbot, Hal, at the same time and still don’t have a response/acknowledgement. Is there another way to raise support tickets that I’m missing?

5

Why do you need to contact support?
It seems like you understood what the issue was, and the problem is already resolved

6

This was before I had worked out what was going on, if that wasn’t clear. The request for support had been open for days with no response

7

We have recently received a large influx of support requests, and therefore, the recent response times may have taken longer than normal. With that said we do try to respond to your requests in as timely manner as we can.