If your BitBox is not detected by the BitBoxApp on macOS, the issue is usually related to the USB cable, USB port, macOS device detection, security software, or the BitBoxApp installation.

This guide helps you check whether macOS detects your BitBox and explains what to do depending on the result.

Before you start

Before troubleshooting your USB connection, make sure that:

• you are using the latest version of the BitBoxApp, and
• the firmware on your BitBox is up to date 

Quick checks

Start with these basic checks. They resolve most USB connection issues.

1. Try a different USB cable.
2. Connect the BitBox directly to your Mac.
3. Avoid USB hubs, docking stations, adapters, or extension cables during troubleshooting.
4. Try a different USB port.
5. Connect the BitBox so that the screen is facing up.
6. Restart your Mac.
7. Test the BitBox on another computer or Android smartphone, if possible.

Check whether macOS detects your BitBox

Even if the BitBoxApp does not show your BitBox, macOS may already recognize it as a connected USB device.

This distinction is important:

• If macOS does not detect the BitBox, the issue is likely related to the USB cable, USB port, adapter, or physical connection.
• If macOS does detect the BitBox, but the BitBoxApp does not, the issue is more likely related to the BitBoxApp installation, permissions, or blocking software.

Option 1: Check with System Information

Use this method if you prefer checking through the macOS interface.

1. Connect your BitBox to your Mac.
2. Click the Apple icon in the top-left corner.
3. Click About This Mac.
4. Click More Info.
5. Scroll down and click System Report.
6. In the sidebar, select USB.
7. Look for your BitBox in the list of connected USB devices.

[macOS System Report showing the USB section]

If your BitBox appears in the USB device list, macOS recognizes the device.

Option 2: Check with Terminal

Use this method if you are comfortable using the Terminal app.

1. Connect your BitBox to your Mac.
2. Open the Terminal app.
3. Run the following command:

ioreg -p IOUSB -l -w 0 | grep "BitBox"

4. Check the result.

If macOS detects your BitBox, you should see an entry containing BitBox.

If nothing appears, macOS does not currently detect the BitBox as a connected USB device.

If macOS does not detect the BitBox

If the BitBox does not appear in System Information and the Terminal command does not return a BitBox entry, macOS is not detecting the device.

In this case, repeat the physical connection checks carefully:

1. Use a different USB cable.
2. Remove any USB hub, dock, adapter, or extension cable.
3. Try another USB port.
4. Restart your Mac.
5. Test the BitBox on another computer or Android smartphone, if possible.

If the BitBox is not detected on any device, contact support and include the steps you already tried.

If macOS detects the BitBox, but the BitBoxApp does not

If macOS detects your BitBox, but the BitBoxApp still does not show it, the USB connection itself is most likely working.

Continue with these steps:

1. Close the BitBoxApp.
2. Disconnect your BitBox.
3. Restart your Mac.
4. Open the BitBoxApp again.
5. Reconnect your BitBox.
6. Temporarily disable antivirus software, firewall tools, VPN tools, or endpoint security software for testing.
7. Re-enable your security software immediately after testing.
8. If disabling security software helps, add the BitBoxApp to the allowed list.
9. Download and reinstall the latest version of the BitBoxApp.

Check for conflicting software

Some software can interfere with USB device detection or communication. This can include:

• antivirus software,
• firewall tools,
• endpoint security tools,
• VPN tools,
• remote desktop tools,
• virtualization tools,
• or enterprise device management software.

If you use work-managed software or a company Mac, USB access may also be restricted by your organization.

In that case, test your BitBox on a personal computer if possible.

Still having problems?

If your BitBox is still not recognized after completing the steps above, our support team will be happy to help.

Please include the following information:

• your Mac model,
• your macOS version,
• the BitBoxApp version you are using,
• whether macOS detects your BitBox in System Information,
• whether the Terminal command shows a BitBox entry,
• what you have already tried,
• and your BitBoxApp log files.

You can follow this guide to export the required files:
How to locate and export BitBoxApp support files 

Then contact support and include the information above.

FAQ – Frequently asked questions

Is my BitBox defective if it is not recognized on macOS?

In most cases, no. USB connection issues are usually caused by cables, USB ports, adapters, macOS configuration, security software, or the BitBoxApp installation.

Why does macOS detect my BitBox, but the BitBoxApp does not?

If macOS detects the BitBox but the BitBoxApp does not, the issue is usually related to the BitBoxApp installation, permissions, or software that blocks USB communication.

Should I check USB or Thunderbolt / USB4 in System Information?

Check USB. Do not rely only on the Thunderbolt / USB4 section, as it does not show connected USB devices in the same way.

Can I lose my coins because of a USB connection issue?

No. Your coins are not stored on the BitBox. They are recorded on the blockchain. As long as your recovery words are safely backed up, your funds are not at risk because of a USB connection issue.

What does it mean if my BitBox works on another device?

This usually means that the BitBox itself is working correctly. The issue is most likely related to your Mac, USB port, adapter, macOS configuration, or software setup.

When should I contact support?

Contact support if you have tried different cables, ports, and devices, checked whether macOS detects the BitBox, reinstalled the BitBoxApp, and the issue still persists.