Firmware update problem/ missing accounts/ missing balances

Hello Matatan,

I am experiencing your frustration too. We seem to be at the mercy of Trezor getting back to us at our leisure. While they take their time we are left the sweat with our stomachs in knots hoping that we can gain access to our crypto which we lost thanks to Trezor.

I contacted Exodus as well and they were very quick to reply. Wish I had went with them from the beginning.

Did they provide a solution or insight?

PLEASE HELP ME! I CANT FIND MY ACCOUNT ON MY TREZOR WALLET TODAY. I CANT RECOVER MY FUNDS. I CANT EVEN SEND IT TO OTHER ADDRESSESS :frowning: PLEASEEEE HELPPP ITS ONLY MY MONEY I TRUSTED TREZOR BUT IT LOOKS LIKE I LOST MONEY AFTER TRUSTING I SEND ALL MY FUNDS TO MY HARDWARE WALLET USING METAMASK AND LINKING MY TREZOR PLEASE HELP

BEFORE I GOT THIS ERROR THEN I REINSTALL MY METAMASK
EthQuery - RPC Error - Error: Error: Unknown address

PLEASE HELP !!! :frowning: :frowning:

I have also lost all of my funds. This is insanity, I wish I never would have bought this Trezor wallet. HAs anyone received a solution on this? I am desperate to find my lost coins now.

1 Like

I first contacted Trezor on August 22 or earlier and still have not been provided with a solution and
have contacted them several times since then. They are not getting back to me.
ticket ID: 90907

As you can see, Trezor team, the problem goes into masses so you better do something with wiki and user experience. May be, you need to add knowledge maps with recent wiki and updates notes. Like Mindmaps.
As for me, you are making good products, so you need to go on, though in future I would prefer having Trezor with NXP semiconductors chip inside. Good, that you have this forum.

Hi Kindzaza,

we are going to introduce brand new knowledge base in couple of weeks.

1 Like

I contacted Exodus today and heard back in 20 min. They asked a few questions and I am waiting to hear back. Fingers crossed!

Thank you all for your feedback and insight! I find myself in the same situation, which makes me sick to my stomach. An associate of mine purchased a Ledger instead of a Trezor, and you can be sure I’m going to be doing the same thing in the very near future. Trezor has some serious questions to answer after this latest firmware update fiasco! It’s no wonder they are unable to respond to all of the inquiries in a timely fashion. They are inundated with tickets.

1 Like

Hi guys - I believe some trezor users had similar issues , so I would appreciate any help.

Installed new firmware
Balance showing 0 on trezor suite - (got only BTC and ETH)
Wiped memory after double-checking my seed words (dry run - all good)
followed the “recover wallet” procedure
All correct : pin - passphrase - seed sequence all good
Balance still 0

What do i do - how can i see - retrieve my coins?

Many thanks

1 Like

Hello, I bought a Trezor model T a few days ago, but it has two errors, when I go to the Trezor app, it is not asking me to connect to Trezor and enter the password to access the hidden wallet and the other error is that when I go to create a new BTC account, it keeps running saying that to create a new account all the other accounts need to be loaded, the problem is that I wait and nothing, do you know what’s happening? could this be because of this update?

for admins: I’m sorry if im doing something wrong by posting it, im going to reply to few more messages with this link. this in not a spam. i just want to share how i got my money back =D maybe it can help to someone

check my reply:

https://forum.trezor.io/t/issue-how-do-passphrases-and-hidden-wallets-work/2977/3?u=qweiti

hey,
i also updated my firmware and all my ETH suddenly disappear, i tried to restart my computer i thought this was the problem, i had a month salary over there , i really need an answer, i literally cant go to sleep. ticket 111520

hi @rachely_lagziel

Please note that firmware update can’t affect your funds anyhow as your funds are not on Trezor but on blockchain, respectively on the addresses derived from the private keys kept securely offline on your device.

Anyway, please check your inbox as your ticket has already been answered. We will continue troubleshooting the issue via email.

@nanimus could you please do dry-run recovery to be sure that you are using right seed ?
If you are, the only possibility is that you are not entering the same passphrase as you did when creating the new hidden wallet where you generated the receiving address onto which you have transferred the funds.

Hi DrG48831344

I got the exact same problem. Has yours been resolved?

It was my bad, sorry about that, everything is ok now, thanks for your response.

Hi @Kindzadza,

I have had a similar problem. I’m curious, has yours been resolved.

Regards

My balance on trezor one is zero. Not sure how. I haven’t logged in since january of this year until today. Who can help? All my savings were there. Please somebody help!
I have contacted customer service but no answer yet. Here is Ticket ID: 137299