If your BitBox02 is not working properly, don’t worry — your funds are not stored on the device.
Your coins are safe
As long as you still have your wallet backup (recovery words or backup created during setup, e.g. microSD backup), you can always restore access to your funds on a new device.
This article explains how the replacement process works and why it differs from typical consumer electronics returns.
Why defective devices are usually not returned
BitBox02 is a security‑critical hardware wallet, so defective units are normally not returned. Replacements are issued without sending back the original device, except in rare cases when a return is needed for technical analysis.
Important
If a return is required, we provide a prepaid shipping label and exact instructions.
Never send a device to us unless explicitly instructed by support.
Step 1 — Check the troubleshooting guides first
Many issues are caused by configuration, environment, or connectivity and can be solved immediately.
Please carefully follow the relevant guide before requesting a replacement:
Tip
Troubleshooting first is usually the fastest solution and avoids waiting for replacement shipping.
Step 2 — Contact support
If the problem persists after troubleshooting, our support team will verify the defect and guide you through the replacement process.
Contact support over our official contact form.
Step 3 — Prepare this information
Providing complete information in your first message significantly speeds up processing:
- Original order number or invoice
- Detailed description of the issue
- Exact error messages (if shown)
- Troubleshooting steps already attempted
- Your operating system (e.g. Windows 11, macOS, Linux)
- Screenshots or short video (strongly recommended)
Step 4 — Verification & replacement
Our support team will:
- Review your case
- Confirm whether the device is defective
- Check warranty eligibility
- Arrange the replacement
You will then receive instructions for receiving your new device.
What to do with the defective device
If support does not request a return, you may permanently dispose of the device.
Security requirement
The device must become permanently unusable and its components must not be reusable.
Because the BitBox02 electronics are glued as a tamper-resistant protection, repair is not possible — replacement is the only secure solution.
FAQ
Are my funds lost if the device is broken?
No. Funds are stored on the blockchain, not on the device.
As long as you have your wallet backup (recovery words or backup created during setup), you can restore your wallet on a new BitBox02.
Do I need to send the defective device back?
Usually no.
Only in rare cases we may request the device for analysis — in that case we provide a prepaid return label and instructions.
Can you repair my BitBox02?
No.
The device is tamper-resistant and internally glued. Opening it destroys the electronics and security guarantees, therefore only replacement is possible.
How long does the replacement process take?
Processing time depends on the verification, but providing all requested information in the first message significantly reduces delays.
Can I send the device without contacting support?
No.
Please always contact support first. Unrequested shipments cannot be processed.
What if troubleshooting solved the issue?
Great — your device is safe to continue using and no replacement is necessary.