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Frequently asked questions (FAQ)

What happens if I fail authentication on my hardware wallet too many times?​

The hardware wallet is unlocked using either fingerprint authentication or a PIN. On the Biometric Wallet, if you fail authentication too many times in a row, the device automatically wipes itself and deletes all information stored inside. In that case, you can recover the wallet using the 24 recovery words you saved when you first set it up.

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Biometric Wallet authentication attempts: 5 fingerprint attempts (if registered) + 10 PIN attempts

For the Card type Wallet, please be careful: 10 consecutive PIN failures will permanently lock the card so it can no longer be used.

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Card Wallet authentication attempts: 10 PIN attempts

Will I lose my crypto assets if I lose my D'CENT Wallet?​

Even if your wallet is damaged or lost, your assets are not gone. D'CENT provides a recovery feature so that you can restore the entire wallet using the 24 recovery words (mnemonic) issued when the wallet was first created. For details, please see the wallet recovery guide.

Are crypto assets stored inside the hardware wallet?​

The crypto assets themselves are not stored inside the hardware wallet. The hardware wallet only keeps the private key and the account information needed to use those assets. The actual assets exist on the blockchain network, and the D'CENT app reads that information from the blockchain to calculate and display your balance.

How does asset recovery actually work?​

The 24 recovery words are used to regenerate the private key that the hardware device originally created. Because the assets themselves live on the blockchain, restoring the same private key is enough to retrieve all of the asset information linked to that key and display it again in the mobile app. For instructions on recovering a fingerprint-type cold wallet, please see here.

I recovered my wallet but my assets are not showing. What should I do?​

If recovery completed successfully but your assets are still not visible, please check the following one by one.

  1. Make sure you used the correct 24 recovery words. The words must also be in the correct order — only then will the same wallet be restored. Please double-check the words written on your recovery card.
  2. If you are using the App Wallet (software wallet), you can review its current recovery words from [Settings] > More (⋮) > [App Wallet Backup] inside the D'CENT app.
  3. After recovery, re-add the coin accounts you were using before. Tap the (+) button on the "My Wallet" tab and add the coins you used previously so that their balances are displayed. In particular, Kaia, Ethereum Classic, and RSK require a separate "Legacy" account to display assets you held before. See the wallet recovery notes for details.
  4. Compare the new wallet addresses with your previous ones. Checking that the recovered Ethereum, XRP, Kaia, and other addresses match the ones you used before is the fastest way to confirm that recovery worked correctly.
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D'CENT is a decentralized wallet and does not keep any record of your private keys or asset information. If you lose your recovery words, even D'CENT cannot recover your assets, so please keep your recovery card in a safe place.

Does the manufacturer of D'CENT (IoTrust) know my private key?​

No. Your private key is generated inside the security chip the very first time you set up the D'CENT hardware, and it is designed so that the key never leaves the chip under any circumstances. As a result, even IoTrust, the manufacturer, cannot see your private key.

Does IoTrust run a server that stores my private key or personal information?​

No. IoTrust does not operate any server that stores customer private keys or personal information. We only run general management servers, such as the firmware distribution server and the homepage server.

Which crypto assets are supported on the D'CENT Biometric Wallet?​

You can find the full list of supported coins on the D'CENT supported coins page.

How do I connect the D'CENT Biometric Wallet to the mobile app?​

The D'CENT Biometric Wallet primarily connects to the mobile app over Bluetooth.

On Android phones you can also connect over a USB (OTG) cable. See the Android OTG connection guide for details.

I have multiple phones. Can I use the Biometric Wallet on more than one of them?​

Yes, you can. However, the Biometric Wallet can only be connected to one phone at a time over Bluetooth. To switch phones, first disconnect the Bluetooth connection on the phone you were using, then establish a new Bluetooth connection from the other phone.

I lost or replaced my phone. Can I keep using my Biometric Wallet on the new phone?​

Yes. Just install the D'CENT app on your new phone and reconnect the Biometric Wallet. The mobile app (in Biometric Wallet mode) only holds publicly visible information such as the account addresses you have added — all sensitive information stays inside the wallet itself.

Every time you launch the D'CENT app, it automatically synchronizes with the Biometric Wallet so that the account addresses shown in the app are always accurate.

For Bitcoin specifically, it is good privacy practice to change your address after each use, since anyone can look up the transaction history and balance of an address once it has been used. This is recommended by the BIP-32 and BIP-44 specifications, and most hardware wallets support it.

To make this less inconvenient, D'CENT provides a feature in the mobile app that lists every Bitcoin address you have used. To learn how to view all of your BTC addresses, please see here.

Because the D'CENT app keeps the transaction history for every address, there is no problem with continuing to use a Bitcoin address you used before. For more information, please see here.

Why does it take so long to send a large amount of Bitcoin?​

Bitcoin balances are made up of many small "fragments" (UTXOs) stored across many blocks. The more your balance is split up into small pieces, the more fragments need to be gathered when you send a transaction, which takes longer to process. The larger the amount you want to send, the more likely it is that fragments need to be collected from many places, so larger transactions tend to take more time.

If a single transaction takes too long, users may think the wallet has frozen, and the chance of an error increases. To avoid this, D'CENT can split a transaction into multiple smaller ones when your balance is highly fragmented. For example, a single large Bitcoin transfer might be split into two transactions, in which case you will be asked to confirm twice.

Can I cancel a pending transaction?​

Because of how blockchains work, a transaction cannot be canceled or modified once it has been broadcast to the network. As a rule, you simply need to wait for the pending transaction to be processed. If the network does not validate it for a long time, the transaction will eventually be dropped automatically.

For Ethereum, however, you can effectively cancel a pending transaction by submitting a new transaction that uses the same nonce, sends a small amount to your own address, and pays a higher fee. If the new transaction is processed first, it replaces (and effectively cancels) the original pending transaction.

Are there things I should be careful about when sending Ripple (XRP) to an exchange?​

  • After the transfer, your account balance must remain at least 1 XRP, otherwise the transfer will not go through.
  • In other words: (current balance) − (amount sent + fee) ≥ 1 XRP.
  • Many exchanges require a Destination Tag for XRP deposits. Before you send, please check whether the exchange requires a Destination Tag and enter it correctly. If you forget the tag, recovering your funds may take a very long time, or in some cases may not be possible at all.

Why can't I send the last 1 XRP in my wallet?​

Per Ripple's policy, a newly created XRP address must receive at least 1 XRP to be activated. This 1 XRP is locked as a reserve for the account and cannot be withdrawn while the account remains open.

I sent a coin to my D'CENT wallet but the balance is not showing. What should I do?​

In most cases, this happens because the deposit address was entered incorrectly, or the transaction is taking a long time to process due to a low fee.

  • If the coin should have arrived by now, please check the D'CENT app again.
  • On the "My Wallet" tab, pull the screen down and release to refresh your balances.
  • Look up your address on a block explorer to confirm whether the transaction was processed successfully.

Can I show only the coin accounts I actually use?​

  • The D'CENT Biometric Wallet can display every supported coin.
  • In the mobile app, you add accounts manually, so we recommend adding only the accounts you actually use. If you have added too many accounts (for example, while testing), you can clean them up as follows.
    • On the hardware, go to [Settings] → [Security] → [Delete Account]. This removes every account registered on the hardware.
    • Then, in the mobile app, re-add only the accounts you really use.
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"Delete Account" only removes accounts from the displayed list — it does not delete your private keys or your crypto assets. However, if you want to bring back a previously added account, you will need to remember which one it was and add it again exactly the same way.

Is it safe to connect over Bluetooth?​

Yes. All critical security operations, such as transaction signing, are performed entirely inside the cold wallet, and only information that is publicly visible on the blockchain is exchanged over Bluetooth. So even if someone were to intercept the Bluetooth communication, the assets inside the cold wallet cannot be stolen.

Can I connect my phone and the D'CENT Biometric Wallet using a wired connection?​

On Android phones, you can use an OTG cable for a wired connection. See here for details. iPhones do not support OTG wired connections.

Can I send coins using only the Biometric Wallet, without the mobile app or PC software?​

The D'CENT cold wallet hardware itself has no internet connectivity, so it needs to communicate with external software to send coins. The most convenient and reliable option is the D'CENT mobile app.

How secure is D'CENT Wallet, and what security features does it have?​

D'CENT is built by experts with nearly 20 years of experience in security chips and Secure OS development for areas such as credit cards, banking cards, USIM cards, and TEEs. The same security techniques used in those fields are applied directly to D'CENT Wallet.

Key security design points include:

  • A smart-card security chip (the same class used by credit cards and banks) for secure key storage and transaction signing.
  • A fingerprint algorithm running entirely inside the security chip, so fingerprint information never leaves the chip.
  • A proprietary in-house Secure OS.

D'CENT Biometric Wallet has also been audited by an independent third-party security firm. You can read the audit results here.

Can I update the firmware from my mobile phone?​

We generally recommend running firmware updates from a PC. However, if you have an OTG cable, you can update directly from an Android phone over the OTG connection. iOS devices do not support OTG, so mobile firmware updates are not possible on iPhone.

For step-by-step instructions, please see the firmware update section of the user guide.

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A firmware update by itself does not wipe your wallet, so you do not need to recover it after updating. If, after an update, the balances or addresses shown in the app look different from before, please first check that both the app and the firmware are on the latest version.

Firmware update stopped in the middle. What should I do?​

Firmware updates usually finish in about 5 minutes, and may take up to 10 minutes. If there is no progress beyond that, press and hold the "Down button" + "Power button" on the hardware at the same time to force a shutdown, then try again. For detailed troubleshooting, please see the Windows troubleshooting guide.

What happens to my assets if D'CENT (IoTrust) goes out of business?​

While this is highly unlikely, the following safeguards are in place just in case.

  • You can move your assets to another wallet at any time using your 24 recovery words.
  • If D'CENT were to discontinue the service, we plan to release the app and software publicly so that anyone can use or modify them.
  • D'CENT continuously works on integrations with other software wallets, so the number of alternative options keeps growing.

Is there a way for my family to access my wallet if I die or can no longer manage it?​

The key information needed to access the wallet is your password (PIN), your fingerprint, and your recovery card (the 24 recovery words). For situations like this, you can prepare in the following ways.

  • Share your recovery words and password with your family.
    Your family can reset the D'CENT hardware and then recover the wallet using the recovery words.
  • Register a second fingerprint.
    The Biometric Wallet supports up to two fingerprints. If you register a family member's fingerprint as the second one, they will also be able to unlock the wallet and move funds out.
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The second fingerprint has the same authority to send coins, so please only register someone you fully trust.

Can I use other wallet apps with the D'CENT hardware besides the D'CENT mobile app?​

At the moment, the D'CENT mobile app is the only officially supported wallet app. Integrations with other software wallets are in progress, and we will announce them separately as they become available.

The Biometric, Card type, and Software wallets — do they all use the same private key?​

No. Each wallet mode is a completely separate wallet with its own private key. If you are using all three modes, you are effectively using three different wallets.

How do I back up the Card type Wallet?​

You can use a dedicated Backup Card to create a physically identical backup of the original Card type Wallet. For details, please see the Backup Card guide.

Can I use the Card type Wallet on iPhone?​

Yes — iPhone 7 or later running iOS 13 or later supports the Card type Wallet. For more information, please see the Card Wallet introduction.

Where does D'CENT get its cryptocurrency exchange rates from?​

The D'CENT app uses price information from CoinGecko, one of the world's largest independent cryptocurrency data aggregators, tracking more than 6,000 crypto assets across over 400 exchanges worldwide.