Dear Trezor Support Team,
I am writing to report an issue that occurred with my Standard Trezor Wallet on 11 March 2023. I carried out several withdrawal transactions (BTC and ETH), which were received on my end without any issues. However, after a few minutes, my Trezor prompted me to insert my passphrase. Unfortunately, I mistakenly thought that the Trezor was requesting my PIN, and once I entered the ‘passphrase,’ it automatically created an empty hidden wallet.
When I tried to switch back to my Standard Wallet, I discovered that all the funds had suddenly disappeared, and the wallet addresses for BTC and ETH had changed. I attempted to access the Hidden Wallet to see if the funds had been automatically transferred there, but this was not the case. I also tried resetting my Trezor with my seed recovery, but my Standard and Hidden wallets were both without the funds from the previously mentioned transactions.
I would like to highlight that, aside from the aforementioned withdrawal transactions, I have only made a few other transactions in January 2023 (BTC and ETH), and I can provide details of these if needed. Additionally, it is worth mentioning that sometimes, when my Trezor is connected to the Suite, it states that ‘Trezor is already in use.’
I would be extremely grateful if you could assist me in resolving this matter as soon as possible. Please let me know if you require any further information from me.
Thank you for your attention to this matter.