If your BitBox02 selects unexpected characters, first check which keyboard layout is active. If touches are missed or the sensors respond inaccurately, let the device rest untouched on a stable, non-metal surface for 10 seconds, then check its response again. The steps below help you distinguish a layout misunderstanding from a touch or connection problem.
If the BitBoxApp does not detect your device at all, follow how to fix a BitBox not recognized via USB instead.
Stop if you cannot control the device reliably
Do not approve a transaction or another sensitive action while touch input is unreliable. Only confirm when you can read and verify the details on the BitBox02 and deliberately approve the intended action. If password entry is going wrong, stop before submitting more attempts: repeated incorrect device passwords can reset the device.
If characters do not match what you expect
During password entry, the top and bottom of the BitBox02 display have different functions:
- The bottom shows the active layout. Use the lower touch-sensitive edge beneath the character group you want, then continue selecting within that group until you reach the individual character.
- The top previews the next layout. Tap the upper touch-sensitive edge beside the character-set label to switch to that layout. It then becomes active at the bottom.
For example, if the top shows ABC while the bottom shows numbers, the numbers are active. Tap the upper edge at the ABC label to switch to letters. Use the touch-sensitive edges of the device, rather than pressing the display itself.
If selecting characters now works as expected, no further sensor troubleshooting is needed. If taps are still missed or select the wrong position, continue below.
If touches are missed or inaccurate
The BitBox02 has touch-sensitive edges along both long sides. These sensors calibrate automatically, and their response can change with how the device is held or where it rests. Start with a simple check in a stable position.
Cancel any pending transaction or other sensitive confirmation before testing. If a firmware installation is in progress, wait until it has finished before disconnecting the device.
- Connect your BitBox02 and place it on a stable, non-metal surface. Avoid resting it on your lap or a metal desk.
- Leave the device untouched for 10 seconds so the sensors can adjust.
- With clean, dry hands, try a tap on the touch-sensitive edge beside the on-screen option you intend to select. Touch only one edge at a time unless the screen asks you to hold both sides to confirm.
Check whether the selected option now matches where you tapped. If touches are still missed, slowly slide one finger along the full length of one touch-sensitive edge, then repeat on the other edge, using light pressure. Do this only when no transaction or other sensitive confirmation is displayed, then check the touch response again.
These touch checks do not require a device reset, a wallet restore or access to your backup. If the response remains unreliable, test the connection setup next.
Try a different connection setup
A connection change can help identify whether the behavior depends on your cable, port or connected computer or phone. Try one change at a time, let the device rest untouched for 10 seconds after reconnecting, and check the touch response before moving on.
- USB hub or adapter: connect the BitBox02 directly to a compatible USB port, if possible.
- Cable: if you use a cable, try another compatible USB data cable.
- USB port: try a different port on the same computer.
- Phone case: if the BitBox02 plugs into your phone, remove the case and reconnect it to check whether the connector can seat fully.
- Computer or phone: restart it and test again. If possible, also try another computer or a compatible Android phone with the official BitBoxApp.
If touch input works with a different setup, note exactly what changed. This suggests the original setup contributes to the problem, but does not by itself establish which component is faulty. If the same behavior occurs across setups, continue with the software check or contact Support if you cannot operate the device reliably.
Check the BitBoxApp and firmware
Install the latest stable BitBoxApp from the official BitBoxApp download page. Firmware updates have included improvements to touch accuracy and reliability, including behavior with a microSD card inserted.
If you can unlock and control the BitBox02 reliably, check for an available update by following how to update the BitBox02 firmware. Updating the BitBoxApp does not automatically update the device firmware. Keep the device connected throughout installation.
If you cannot reliably unlock the device or confirm the update, contact Support rather than repeatedly attempting password entry or forcing the procedure. An update never requires you to enter recovery words into the BitBoxApp or a website.
The issue is resolved when taps consistently select the intended options and character groups, and you can navigate normally. You do not need to send a transaction to test the sensors.
If the touch sensors still do not work reliably
Contact BitBox Support if the checks do not help or the input is too unreliable to continue. Do not reset the device or restore your wallet as a touch-sensor troubleshooting step.
Include the following details so Support can assess the behavior:
- Your BitBox model and whether one or both touch-sensitive edges are affected.
- Your computer or phone model and operating system.
- The BitBoxApp version and, if accessible, the BitBox firmware version. Say if you cannot unlock the device to check it.
- How the device is connected, including any cable, adapter or hub, and whether a microSD card is inserted.
- What you expected to happen, what happened instead, and which checks changed the behavior.
If a photo or short video would help, record only a screen and interaction that reveal no secrets. Never record password or passphrase entry, recovery words or backup contents, and never send recovery words, private keys, wallet backups, passwords or passphrases to Support.