Frequently Asked Questions

A hardware wallet is a specialized physical device designed to securely store cryptocurrency private keys offline. Unlike software wallets that store keys on internet-connected devices, hardware wallets keep your keys in a secure chip that never exposes them to your computer or the internet. This "cold storage" approach makes them virtually immune to remote hacking attempts, malware, and phishing attacks. If you hold significant amounts of cryptocurrency, a hardware wallet is essential for protecting your investment from the growing threat of cybercrime.

Yes — and you don't have to take our word for it. MVaults is an authorized Ledger reseller: you can verify our status on Ledger's official reseller list at shop.ledger.com/pages/resellers. Every device is sourced through Ledger's official distribution network, ships factory-sealed, includes the full 2-year manufacturer warranty, and will pass Ledger's cryptographic Genuine Check when you set it up in Ledger Live — a verification performed against Ledger's own servers that no reseller can fake. See our Verify Authenticity page for the full checklist. We never sell refurbished, opened, or third-party sourced devices.

Ledger hardware wallets support over 5,500 cryptocurrencies and tokens. This includes all major cryptocurrencies like Bitcoin (BTC), Ethereum (ETH), Litecoin (LTC), Ripple (XRP), and Cardano (ADA), as well as thousands of ERC-20 tokens, NFTs, and assets from various blockchain networks. The Ledger Live app continuously adds support for new coins and tokens. You can check the full list of supported assets on Ledger's website or within the Ledger Live app.

We offer the same authentic products with the same warranty, but with added benefits: faster shipping to many regions, dedicated customer support, bundled deals and occasional discounts, and comprehensive educational resources. Many customers also appreciate our more personalized support experience. There's no difference in product quality or authenticity—just enhanced service.

Yes, when buying from an authorized reseller — always check the seller against Ledger's official reseller list first. Note that Ledger deliberately does not use tamper-proof stickers or seals, because stickers are easy to fake; real security comes from the device itself. When your device arrives: the recovery sheets must be completely blank, no PIN should be set, and the Genuine Check in Ledger Live must pass during setup — it cryptographically proves the device is authentic and untampered. Never buy a hardware wallet from marketplace sellers or used, and never use a device that arrives with a pre-filled recovery phrase.

Both devices offer the same bank-grade security with a CC EAL5+ certified secure element chip. The key differences are: Nano X has Bluetooth connectivity for mobile use, while Nano S Plus is USB-only. Nano X has a built-in battery (100mAh, ~8 hours) for wireless use, while Nano S Plus is USB-powered only. Both can store 100+ apps simultaneously. Nano X is €149 and ideal for mobile users, while Nano S Plus is €79 and perfect for desktop-only users who want premium security at a lower price.

Both the Ledger Nano X and Nano S Plus can have over 100 apps installed simultaneously, allowing you to manage 100+ different cryptocurrencies at the same time. The extended memory in these devices is a significant upgrade from older models. Note that installing an app doesn't limit your wallet addresses—you can have unlimited accounts and addresses within each app.

Yes! Both the Ledger Nano X and Nano S Plus fully support NFTs. You can securely store and manage your NFT collections through Ledger Live, which includes features to view your NFTs, see their metadata, and sign transactions when buying, selling, or transferring them. This keeps your valuable NFT private keys protected by hardware-level security.

Ledger Live is a free companion app (available for desktop and mobile) that serves as your interface for managing cryptocurrency stored on your Ledger device. While you can use your Ledger with third-party wallets like MetaMask or Electrum, Ledger Live offers the most seamless experience with built-in features for buying, selling, swapping, and staking crypto. It's not strictly required but highly recommended for the best user experience.

Absolutely! Ledger devices work seamlessly with MetaMask and many other popular Web3 wallets. When connected, your Ledger signs all transactions, meaning your private keys stay secure on the device while you interact with DeFi protocols, NFT marketplaces, and other decentralized applications. This is the recommended way to use DeFi safely.

Every Ledger device includes: the hardware wallet itself, a USB-C cable for connection, 3 recovery phrase cards for writing down your 24-word seed phrase, a getting started guide, and a keychain strap (Nano X only). The packaging is discreet with no indication of contents for security purposes.

Your recovery phrase (also called seed phrase or mnemonic) is a 24-word sequence generated when you set up your Ledger. This phrase is a human-readable backup of all your private keys and can restore your entire wallet if your device is lost, stolen, or damaged. You must write it down on the included cards and store it in a secure, offline location. NEVER store it digitally, share it with anyone, or enter it into any website or app. Anyone with your recovery phrase has complete access to all your funds.

Your crypto is safe as long as you have your recovery phrase. If your device is lost or stolen, the thief cannot access your funds without your PIN code—after 3 wrong attempts, the device wipes itself. You can immediately purchase a new Ledger, enter your recovery phrase during setup, and regain full access to all your accounts. For extra security, you should consider moving funds to a new wallet with a new recovery phrase after any device loss.

The definitive protection is Ledger's Genuine Check: during setup, Ledger Live sends a cryptographic challenge to your device that only a genuine, untampered Ledger secure element can answer, verified against Ledger's servers. Ledger intentionally uses no tamper stickers (they are easy to counterfeit) — the chip itself is the proof. Additionally: the recovery sheets in the box must be blank, no PIN should be pre-set, and the device must prompt YOU to generate a new recovery phrase. If anything is pre-filled or the Genuine Check fails, stop and contact us — see our Verify Authenticity page for the full checklist.

No, absolutely not. Your private keys are generated and stored exclusively on your device's secure element chip. They never leave the device and are never transmitted to Ledger, MVaults, or any third party. Your recovery phrase is generated offline on the device. Not even Ledger's own employees can access your funds. This is the fundamental principle of self-custody: you alone control your crypto.

The secure element is a specialized chip designed to resist sophisticated physical and software attacks. Ledger uses a CC EAL5+ certified secure element—the same type of chip found in credit cards, passports, and SIM cards. It provides a tamper-resistant environment where your private keys are generated, stored, and used for signing transactions. This is what makes hardware wallets significantly more secure than software-based solutions.

Key tips: 1) Ledger/MVaults will NEVER ask for your recovery phrase—anyone who does is a scammer. 2) Always download Ledger Live only from ledger.com, not from search results or emails. 3) Verify transaction details on your Ledger's screen, not your computer. 4) Be suspicious of unsolicited emails, messages, or calls about your wallet. 5) Enable all security features including PIN protection. 6) Visit our Security page for comprehensive anti-phishing guidance.

We ship most orders within 24 hours of purchase. Estimated delivery times: United States: 3-5 business days, Canada: 5-7 business days, Europe: 5-7 business days, United Kingdom: 5-7 business days, Australia/New Zealand: 7-10 business days, Rest of World: 7-14 business days. Express shipping options with faster delivery are available at checkout for most destinations.

Yes! We ship to over 150 countries worldwide. All international orders include tracking and are shipped with discreet packaging for security. Import duties and taxes may apply depending on your country's regulations—these are the responsibility of the recipient. For specific shipping information to your country, check our shipping page or contact support.

Once your order ships, you'll receive an email with your tracking number and a link to track your package. You can also log into your MVaults account to view order status and tracking information. If you haven't received tracking information within 48 hours of ordering, please check your spam folder or contact our support team.

Yes, we use completely discreet packaging with no external branding or indication of contents. This protects your privacy and adds an extra layer of security. The return address simply shows our company name without any reference to cryptocurrency or hardware wallets.

If your order hasn't shipped yet, contact us immediately and we'll do our best to accommodate changes or cancellation. Once an order has shipped, it cannot be cancelled but you can return it under our 30-day return policy. For order modifications, the sooner you contact us, the better—we process orders quickly!

Payments are processed securely through PayPal; you can pay with your PayPal balance or a credit/debit card via PayPal. We do not currently accept cryptocurrency payments, as this would require you to expose your wallet to complete the transaction.

Setup is straightforward: 1) Download Ledger Live from ledger.com (never from other sources). 2) Connect your Ledger via USB. 3) Follow the on-screen prompts to either set up as a new device or restore from an existing recovery phrase. 4) Create a strong PIN (4-8 digits). 5) Write down your 24-word recovery phrase on the provided cards. 6) Verify your recovery phrase when prompted. 7) Install apps for the cryptocurrencies you want to manage. The entire process takes about 15-20 minutes.

Firmware updates are performed through Ledger Live: 1) Connect your Ledger and open Ledger Live. 2) If an update is available, you'll see a notification. 3) Click "Update firmware" and follow the prompts. 4) Keep your device connected and powered throughout the process. 5) You may need to re-enter your PIN and temporarily reinstall apps after updating. Always keep firmware up to date for the latest security patches and features.

Try these troubleshooting steps: 1) Try a different USB cable (preferably the original). 2) Try different USB ports, preferably USB 2.0 ports directly on your computer. 3) Restart Ledger Live and your computer. 4) Make sure your Ledger is unlocked with your PIN. 5) On Windows, check that Ledger drivers are installed. 6) On macOS, check Security & Privacy settings for USB permissions. 7) Try on a different computer to isolate the issue. If problems persist, contact our technical support.

In Ledger Live, go to the "My Ledger" section, ensure your device is connected and unlocked, browse or search for the cryptocurrency app you want, and click "Install." The app will be installed on your device in seconds. You can install over 100 apps simultaneously. If you run out of space (unlikely with newer models), you can uninstall apps without losing funds—your accounts are recovered from your recovery phrase.

Yes! Your Ledger works on any computer with Ledger Live installed. Your accounts and settings are stored on the device itself and synced through Ledger Live's secure servers. Simply install Ledger Live on any computer, connect your device, and your accounts will appear after the app syncs. This makes it easy to manage your crypto from home, office, or while traveling.

Think of your Ledger device as a secure vault holding your keys, and Ledger Live as the window through which you view and interact with your crypto. The device never needs internet access—it just signs transactions. Ledger Live connects to blockchain networks to show your balances and broadcast signed transactions. Your private keys never leave the device, even when using Ledger Live.

We offer a 30-day return policy on all unopened products in original packaging. If you're not satisfied with your purchase, you can return it within 30 days of delivery for a full refund. The product must be unused, with all seals intact. Return shipping costs are the customer's responsibility unless the return is due to our error or a defective product.

For security reasons, we cannot accept returns of devices that have been opened, set up, or used. Once a hardware wallet's seal is broken, we cannot verify that it hasn't been compromised. This policy protects all our customers by ensuring every device sold is factory-fresh. If you received a defective device, contact us immediately—defects are handled under warranty, not returns.

All Ledger devices come with a 2-year manufacturer warranty covering defects in materials and workmanship. This includes: device not powering on, screen malfunctions, button failures, connection issues not caused by physical damage, and firmware/software issues affecting device function. Warranty does not cover physical damage, water damage, modifications, or normal wear and tear.

Contact our support team with your order number, a description of the issue, and photos/videos if applicable. We'll troubleshoot to confirm it's a warranty issue, then coordinate the claim through Ledger's RMA process. Ledger inspects the device and, if the claim is approved, repairs or replaces it under the 2-year manufacturer warranty. We stay involved throughout to keep your claim moving.

Refunds are processed within 5 business days of receiving the return. Once we inspect and approve the item, the funds are returned to your original payment method via PayPal. Your bank may take additional time to post the refund. You'll receive an email confirmation when your refund is processed.

If your device arrives with visible damage to the packaging or product, take photos immediately before opening anything. Contact us within 48 hours with your order number and photos. We'll arrange for a replacement to be shipped immediately at no cost to you. Do not attempt to use a device that arrived damaged.