Trezor One password manager lost all passwords

Security
#1

Ticket ID: 133764
My Trezor One details:
Firmware: 1.10.5
Transport: Bridge 2.0.27
Pin enabled: Yes
Passphrase enabled: Yes

I submitted about 3 tickets via the Trezor support website, however cannot remember the text as no confirmation or copy was emailed to me.

I could not submit a query via this Trezor Forum as my credentials are all lost from the issue.

I have created this 2nd Trezor Forum account to submit this query from memory from about 4 days ago.

Trezor Password Manager stores all my crypto credentials with contact via Protonmail, which is all separate from my non blockchain accounts, stored on Bitwarden with contact via gmail.

My Dropbox account logs in and I can see the Trezor passwordFile.pswd.
My Trezor One lights up and functions.
However, the Trezor One Password Manager on my browser extension prompted me:
Recover my passwords or Start a new one (along these line from memory).
I selected Recover my passwords several times, but the browser window just showed the Trezor cogs turning, forever.
Eventually, I selected Start a new one and now all I see is the Trezor Password Manager ‘Add New Item’.

How can I retrieve my password data, which is critical to access blockchain data?

#2

you are using Brave, please use supported browser.

My colleague will troubleshoot in your ticket if needed.

#4

What is a supported browser please?
Trezor support says I need a restore file.
Dropbox says there are no backup files.
What has happened…I’ve never had this issue with cloud password managers.

#5

Chrome and Firefox are supported browsers.

1 Like
#6

Ok, running on Chrome and cannot restore passwords from Trezor Password Manager.

I’ve ordered a 2nd Trezor cold wallet.
Are there any links on how to set it up, in the chance that I can recover the lost password data?

#7

Please use your ticket email for communicating with Trezor support. We can’t answer your questions here when you have an open ticket.

#8

Ok, I replied 6 hours ago. I thought the communication might be quicker with the community. I’m looking for a chat channel to solve this.

#9

Hi, if you want to recover passwords on a new Trezor then you need that passwords file. Your wallet itself is not in any way connected to your passwords. Wallet and Password manager are two different things.

#10

Sure, here’s the email I sent to Trezor:

Ok, I bought a new Trezor device and Trezor Password Manager shows my name logged into Dropbox.

Choose from device says My Trezor.

I select My Trezor and window shows We’re Getting There… and returns to My Trezor.

The TREZORSUITE says Create a new wallet or restore one from a backup.

I’m not sure as I want to maximise any chances of accessing my passwords by not Recovering wallet. Would this be best?

Screenshots attached in email.

#11

My colleague will resolve the issue with you in the ticket, no need to double post, thank you.

#12

Very slow response. I emailed on 202206181208 and no reply probably due to the weekend.
Trezor needs a chat channel so I can chat live.
I need a guide step-by-step to setup the 2nd Trezor wallet I just bought, to try and access the corrupted password file on Dropbox.

#13

I am posting here again as email support is slow and no response since 202206211044.

Email just sent on 2022062221052:
as per screenshots for your verification, I am following the web page ‘Start Using Trezor Suite’.

This opened my Trezor Password Manager page saying ‘TREZOR is not initialized’.

The Trezor Suite says ‘Create a new wallet or restore one from a backup.’.

Please advise what I should do next.

Remember I have a 2nd new Trezor cold wallet and I am trying to recover my lost credentials, all stored on the Trezor password file on Dropbox.

Unsure how to attach screenshots to this forum post?

#14

click recover wallet from backup and use your seed