Skip to main content

My Bitkey device only works when plugged in

Updated

If your Bitkey device only responds when connected to power and turns off shortly after unplugging, follow the steps below.

Choose your Bitkey device to get started:

On Bitkey with a screen

Your Bitkey has a display that shows you what's happening in real time, so troubleshooting is more straightforward.

1. Plug in and check the screen
Plug your device into a known working USB-C cable and power source (such as a wall adapter).

  • The screen should turn on within a few seconds and show a charging indicator.
  • If the screen doesn't turn on within 60 seconds, try a different USB-C cable and power source, then wait up to 30 minutes.
  • If the screen still doesn’t turn on after charging, contact Bitkey Support. Include that you're on Step 1.

2. Restart your device
Restarting your Bitkey simply turns the device off and back on.

  • Plug your Bitkey into power
  • Unplug it
  • Repeat this process twice within 10 seconds

Your device will restart automatically.

🔎 Note: Restarting your device does not reset or wipe it. Your settings, fingerprints, and keys will remain unchanged.

3. Charge and verify battery operation

  1. Leave your device plugged in for at least 30 minutes to charge
  2. Unplug it
  3. Wait 2 minutes, then tap the screen or press the fingerprint sensor on the back of the device to wake it.

If the device turns on and responds, it’s working normally on battery power.

If it only works while plugged in:

  • Plug it back in, charge for **another 30 minutes**, and try this step again
  • If it still only works while plugged in after a full charge cycle, contact Bitkey Support. Include that you're on Step 3.

⚠️ Important: If you have already set up your wallet, your funds are safe and your hardware device still works — it just needs to stay connected to a power source. Contact Bitkey Support for further assistance.

On Bitkey without a screen

The original Bitkey uses LED colors to communicate device status. Follow each step carefully and look for the LED response described.

1. Plug in and look for an LED response
Plug your device into a known working USB-C cable and power source (such as a wall adapter) and watch for the LED.

You should briefly see a green or orange light when plugging in:

  • 🟢 Green LED — your battery is fully charged

  • 🟠 Orange LED — your battery is charging

    🔎 Note: The orange LED does not stay lit while charging, so look for it right after plugging in.

Then check what happens next:

  • Pulsating white LED — your device hasn’t been onboarded yet. Skip to Step 3. 
  • LED turns off after showing green or orange — continue to Step 2.
  • No LED at all —  see My Bitkey device isn't charging. If that doesn’t resolve your issue, contact Bitkey Support. Include that you’re on Step 1.

2. Unlock with your fingerprint (while plugged in)
Use one of your saved fingerprints to unlock the device. You'll see one of these responses:

You should be able to unlock successfully before moving on. If you still can't unlock, contact Bitkey Support. Include that you're on Step 2. 

3. Unplug and check battery operation
Within 10 seconds of seeing the white or green LED response from the step, unplug your device from power.

🔎 Note: If the LED never turns off after 2 minutes of being unplugged, contact Bitkey Support. Include that you’re on Step 3.

Then check what happens:

  • LED turns off immediately after unplugging — plug the device back in, charge for 30 minutes, and  start again from Step 1.
  • If you’ve already charged your device for 30 minutes and repeated from Step 1 with the same result, contact Bitkey Support. Include that you’re on Step 3.

⚠️ Important: If you have already set up your wallet, your funds are safe and your Bitkey device still works — it just needs to stay connected to a power source. Contact Bitkey Support. Include that you’re on Step 3.

4. Verify battery response
While the device is unplugged, wait 2 minutes and then touch the fingerprint sensor to wake it.

You may see:

  • 🟢 Green LED — fingerprint matched
  • 🔴 Red LED — fingerprint not recognized
  • ⚪ Pulsating white LED — device not yet onboarded

If you see any LED response, your device is working normally on battery power. 

If you don't see any LED response, contact Bitkey Support. Include that you’re on Step 4.

Related articles

Help Categories