I went to update my trezor one with the new firmware it asked me on my trezor to compare fingerprints’. There were no fingerprints to check on my computer screen. I went ahead and confirmed that they did. then the installation of the new firmware was complete. It then had a zero balance. I disconnected my trezor then tried to do the backup with my seed words and pin but got confused how to enter the words so I pressed create a new wallet and entered my seed words through the scroll bar on the computer screen and not from the trezor still no balance. I then did a factory reset with my seed words and pin that were the same in both instances and I should mention I never set a passphrase either time. Still zero balance. Each time I disconnect my trezor and .reconnected I get unconfirmed firmware installed. I still continue and find a zero balance. I’ve clicked to show the coins I want to see. My seed words pin and device have not been compromised and have always been kept safe. How can I find my coins or have I lost all my funds. I only kept one coin in this wallet for many years. This is a very old trezor one.
I hope you will get some help. That sounds scary.
Hi @Denise,
I’m sorry to hear you’re having trouble accessing your Model One. Please be aware that you need to have your Trezor connected to your computer continuously for the firmware to install. You may want to check if your Trezor is disconnecting from the computer during the firmware installation process as that may be presenting issues.
If you are able to install verified firmware please also check the following
- Is the desired account enabled in Trezor Suite? Accounts can be enabled in the “Settings” under the “Coins” tab:
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Can you see the transaction history when you connect your Trezor device and open Trezor Suite desktop app?
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Are you sure you are checking the correct wallet (using the right passphrase for the wallet with your funds)?
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Please check that the wallet backup (recovery seed) stored in your Trezor matches the wallet backup you created during the initialization of your Trezor device. You can find information on how to perform this test here: Test and check your recovery seed phrase backup for Trezor Model One
Hi @hugofeest
If you do not see your coins and there are no unauthorized transactions in the desired account(s), it’s likely that you are checking a different wallet.
To find a correct wallet, you need to use the same combination of wallet backup (recovery seed) - 12, 24, or 20 words) + passphrase as was used in the past.
Your situation is fully described in this guide and I advise you to perform all steps one by one:
You say you entered your seed words through the scroll bar on the computer screen, and not from the Trezor… Not sure what exactly you mean by this, but if you typed your seed phrase into a computer, that seed phrase is no longer secure. If you get access toy for coins sorted, you should immediately create a new wallet and send them there.
NEVER EVER TYPE YOUR SEED PHRASE INTO ANY COMPUTER, PHONE OR ANYTHING THATS CONNECTED TO THE INTERNET. Your seed phrase should only ever be typed into the hardware wallet device itself.
thank you that’s so important for safety. No I did not type my words in on the computer. I should be safe there.