Well… here goes.
I have a Model T and have been using it consistently for the past 2.5 years.
I have written down my seed phrase, my hidden wallet password and my btc wallet IDs…
Every 6 months I audit my system and make sure I can fully recover everything if it were to fail. I have never once been unable to recover my public(non password protected) and my hidden wallets.
I have both BTC and ETH (erc20) on both my hidden and non hidden wallets on my Model T.
About a month ago I signed in and my balances were correct. No issue, later that week my laptop fell into a pool (trezor was in my safe at the time) and I had to replace my laptop. I think nothing of it until last night when I downloaded the suite again and tried to connect.
I plugged in everything, updated the hardware with new firmware and also got the most updated suite on my pc. No issues downloading etc. (I don’t use a VPN and just connect via wifi to my service provider’s router in my living room)
Whenever I now go to open my hidden wallet it says I have no balances and that I am basically opening a new hidden wallet. Keep in mind I have regularly audited this during my recovery process every 6 months or so. My btc and eth are also still in the correct wallets on block browsers, so I am confident that it is something wrong with the trezor or my login methodology.
Things I have tried:
- Different cable / different port on laptop
- Un-install suite and reinstall
- Buy a second trezor and use recovery words to restore
- seed phrase recovery on original trezor to ensure phrase is right
- try lower case/upper case text for my password
- Try writing it on a different app, copying it and pasting it into the field in case something is weird
Basically nothing I do gets me into my hidden wallet. I have audited this process many times in the past and have had zero issues. I understand that it is cAsE SeNsItIvE and please trust me when I say, the password isn’t complex enough to really get myself into hot water. ++ I’ve done this many times without issue in the past during my audits.
Honestly at this point im wondering if it is a bug with the recent software/firmware? Is there an easy way to roll back?
Help would be greatly appreciated.
Thx
J
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extremely unlikely to be caused by firmware, so your first step should be to download and install an older version of Trezor Suite
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Hey,
Thanks for the reply.
This morning I did a bunch of stuff that was mentioned in the forums. I also scheduled a call with trezor support for 99USD, referencing this post.
This morning we:
- uninstalled trezor suite and downloaded a version from June 2025. Loaded in and it didnt fix it.
- Connected to a different internet router + tried hotspotting. No luck.
- We contacted our lawyer who has our passphrase keys as well as our 12 word phrase to check if we had it wrong. It was identical. No fix.
- We tried using the web version of trezor. No fix.
- We tried restarting the computer - no fix.
- We tried continuously inputting the password after each fail, no luck. We even tried changing characters, but the password is such that it is highly improbable that we messed it up.
If we are missing a step please let me know and I will try it asap.
Thanks support!!
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This is about Bitcoin, correct?
A step I would recommend is, install Electrum wallet, connect with your Trezor, try the passphrase there. If it fails to load, check that the addresses are what you expect. In either case, check that the xpub that Suite gives you matches the one from Electrum.
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Hey, thank you for the response MateJCIK.
Had to take a day off due to stress from not being able to access this. LOL (not actually laughing out loud, more of a quiet noise that comes out like a silent scream)
I will check - the thing is, I never used the “normal” wallet, I always went into the passphrase wallet. (hidden wallet). I don’t know what my normal wallet ID is. Just the hidden wallet.
That being said… When I login to the trezor wallet and the electrum wallet, they do not show the wallet I SHOULD be logging into in the hidden area. It is a different wallet.
When I login to both Trezor and Electrum both the xpub keys are the same. When i’m at the location where I copy the xpub key on electrum, it shows wallet type: standard. Should it show as ‘hidden wallet’?
Next steps would be wonderful 
Thanks
J
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I forgot to reply to your other question, in my hidden wallet I had BTC and Eth.
Electrum does not differentiate between passphrase protected and non-protected wallet. The “standard” type indicates it’s neither multisig nor an imported paper wallet.
The next step would be confirming that you are using the correct account type and derivation path. This is something you should have selected when creating the wallet:
- legacy (p2pkh) wallet addresses start with 1
- segwit (p2sh) addresses start with 3
- Native Segwit (p2wpkh) or taproot (p2tr) addresses start with bc1. If you don’t know which you want, you would need to try both kinds; however, if you’ve been holding long-term, it’s unlikely you’d need on Taproot.
Do the address prefixes you see match the address prefixes that you want?
If not, you’ll have to start over with Electrum and create the correct account type.
Use the defaults for derivation paths – if you’ve been using Suite all this time, the defaults are correct.
If the prefix is right, it’s got to be one of the following:
- wrong passphrase – by far the most common cause, but if you’re really that careful, kind of unlikely
- firmware problem – also very unlikely, but you may try to check by downgrading your firmware
- wrong seed
If you’re using 12-word seed, there is 1 in 16 chance that you make an undetectable mistake: either your seed phrase is written down wrong, or (somewhat more likely), you’re stuck on entering a wrong word by mistake.
This is something humans do: you could be mistyping the same word over and over and not notice. If you can, get a different person to enter the seed – or the passphrase! – for you.
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If you’ve never used the normal wallet, it’s very hard to know whether the seed phrase is wrong, the passphrase is wrong, or both.
As a suggestion, Trezor should add tips in the passphrase section encouraging users to use their normal wallet at least once (for example, by adding a small balance like $1).
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