When you contact Bitkey Support through the Bitkey app, you may see options to share additional technical information to help us troubleshoot your issue.
Depending on the situation, there are two types of information you may be asked to share.
Send device info
This option is enabled by default in the support form. When enabled, it shares basic diagnostic information to help troubleshoot app or hardware issues.
It includes:
- Bitkey app version
- App installation ID
- Phone make and model
- OS version (ie, iOS 18.3.1)
- Firmware version
- Bitkey hardware device serial number
⚠️ Important: No personal data is included.
Send wallet descriptor
In some situations, Bitkey Support may ask you to share your wallet descriptor for additional troubleshooting.
If requested, you’ll see the question:
“Were you asked to send a wallet descriptor?”
If you select Yes, we will collect:
- Your wallet descriptor
- All information included under Send device info above
Your wallet descriptor contains metadata about your wallet structure and transaction history. It does not include private keys or give anyone access to your funds, but it may contain privacy-sensitive information such as wallet addresses and transaction paths.
For that reason, only share your wallet descriptor if Bitkey Support specifically asks you to.
🔐 Privacy and security protections
Your wallet descriptor is encrypted on your device with a one-time key before it leaves the app.
It is stored on Bitkey servers as encrypted data and is not accessible to Customer Support. It can only be decrypted through an audited two-person approval process, and it is automatically deleted seven days after it is received.
No single employee can access it without explicit, documented consent.