Hidden wallet sometimes empty

Suite issues Wallet issues
1

Hi,

I want to mention an issue (most probably a Trezor Suite bug), that I somehow solved after some trials but it is disturbing so I’ll spend some time describing it here.

  • Hardware Trezor Safe 3
  • Trezor Suite on MacOS sequoia 10.2 (M2 MacBook Air) updated (Version 24.12.3 (24.12.3))

The first time it acted erroneously when I typed my passphrase to enter into my hidden wallet, and to my shock it mentioned that it is a new hidden wallet. I cancelled on my trezor so I got authorization denied as expected, and re-tried and the wallet was empty. Here are some hard clues at this point.

  1. My passphrase is actually very simple so I double-triple checked that I’m typing correctly so it was correct
  2. Trezor suite was showing the hidden wallet label I’ve given to this wallet correctly. So the message that “this wallet is brand new and is never accessed before” is inconsistent because it had the custom label I gave to my hidden wallet before.
  3. It showed 3 bitcoin accounts (instead of one. So bitcoin #1, bitcoin #2, bitcoin #3) under it all of them empty with access unauthorized.

I disconnect my trezor, closed everything and restarted the suite. I typed my passphrase and I got my wallet and my funds, after a couple of tries. So I’ve seen my wallet empty multiple times.

I believe that the problem can be reproduced if one initially cancels the access to the hidden wallet from the hardware interface, and then tries again. Anyway I’m afraid to experiment with it because seeing my hidden wallet empty was traumatic to me.

Before you assume I was hallucinating, I stress again that I’ve seen the hidden wallet with $0 and the correct label I’ve given to it. So this excluded all scenarios of a typical user error accidentally typing the wrong passphrase. Also I’m a software developer myself, and I know a bug when I see it.

I hope this issue will be investigated and will be fixed. If I want Trezor to be the “Swiss bank in my pocket” for my entire family, I hope at least it can do basic things like typing a passphrase and accessing a hidden wallet, flawlessly.

2

One relevent information is that I use a VPN with DNS filtering. So it could be that there are some underlying network issues.

3

@GGCrypto the VPN scenario seems likely as that would indicate Trezor Suite was able to download your labels (such as from local storage), and match them to your device’s addresses, but could not connect to our backend servers in order to determine your crypto and fiat currency balances.

In the future, as an alternative to using a VPN, you may want to consider enabling the Tor Network connection on Trezor Suite.

4

I am passing your feedback about the experience of seeing a 0 balance being disconcerting onto our product team. However, it might be good to keep in mind the following pointers if you are using a passphrase wallet:

  1. Trezor Suite flags a passphrase wallet as brand new if you have no balance on whatever coins you have enabled on Trezor Suite, and not based on the labelling feature.

For example, if you have only Solana enabled in the coins settings of Trezor Suite, but never used it with your passphrase wallet, Trezor Suite will flag the passphrase wallet as brand new because it is only checking your balance on the Solana network, and not the balance of coins on other networks where you might have crypto (e.g. Bitcoin, Ethereum).

  1. You say that your passphrase is “very simple.” Bear in mind that if you are using the passphrase for added security you may not be gaining significant benefits from it should it be possible for an attacker to brute force it if they can gain access to your wallet backup (aka recovery seed).