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If your Ledger device has reset, choose Restore from recovery phrase on the device and enter the original Secret Recovery Phrase there—never in Ledger software, a phone, a computer, a website, or a support chat. The phrase must have its original 12, 18, or 24 words, in the exact order and with the exact spelling. A reset device does not by itself mean your crypto is gone; the phrase is the backup from which the device recreates the private keys.
First, identify what happened
A Ledger that opens to its welcome or initial setup screen has been reset. Resetting removes the private keys from that hardware device, but it does not erase the blockchain records or invalidate a correctly preserved recovery phrase. Ledger’s reset-device instructions are available in its support article, My device has reset, what should I do?.
If the device still opens normally and accepts your PIN, it has not necessarily reset. Do not wipe it merely to test a backup. A working device gives you an opportunity to check the written phrase with Ledger’s on-device Recovery Check before taking any destructive action.
What the recovery phrase restores
The Secret Recovery Phrase is the backup for the private keys managed by the hardware wallet. It is not a customer-service password and it is not stored for you by Ledger. Anyone who obtains the complete phrase can recreate the same keys on compatible wallet software or hardware and control the associated assets. Conversely, a Ledger device without the phrase cannot be used by support to reconstruct a phrase that has been lost.
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Ledger states that it does not store private keys and will never ask for a Secret Recovery Phrase. Treat every request for the words as an attempted theft. Its published warning says: “Never share your recovery phrase with anyone, nor type it into any app or website, including Ledger Wallet™ (formerly Ledger Live).” The warning and related scam guidance appear in Ledger’s official customer-service safety notice.
Supported phrase lengths
Before you start, count the words on your original backup. Ledger devices generate 24-word phrases by default, but the restore flow supports all three lengths below. Select the length that actually appears on your backup; do not add, remove, or substitute words to force a match.
| Phrase length | What Ledger supports | What to check |
|---|---|---|
| 12 words | Supported for restoration | All 12 words must be present and in the original order. |
| 18 words | Supported for restoration | All 18 words must be present and in the original order. |
| 24 words | Supported for restoration; Ledger devices generate this length by default | All 24 words must be present and in the original order. |
These are configuration options, not a promise that every account or chain uses the same discovery process after restoration. Asset-specific account instructions and optional passphrase (“25th-word”) configurations can vary by model, firmware, and wallet setup, so use the current guide for your exact device after the basic restore.
Prepare a safe restoration workspace
Because the phrase is the master backup, the preparation matters as much as the button sequence. Complete these checks before entering anything:
- Work in private, with no camera, screen recorder, remote-support session, or other person able to see the words.
- Use the Ledger device’s own screen and buttons for the phrase. Do not type it into a browser, desktop application, mobile app, email, messaging service, form, or chat.
- Keep the original written backup in your possession. Do not throw it away after a successful restore; it remains the backup if the device is lost, damaged, or reset again.
- Have the device’s PIN available, but do not confuse the PIN with the recovery phrase. A PIN unlocks that particular device; the phrase recreates the wallet keys.
- Use the official instructions for your exact Ledger model and current firmware if the labels or controls differ. The general restore option is common, but a universal button-by-button sequence for every model is not established.
Restore the wallet from the phrase
- Confirm the reset state. If the screen shows the welcome or setup flow rather than your normal unlocked wallet, treat the device as reset. Do not create a new wallet if you intend to recover the existing one.
- Choose the recovery option on the device. Select Restore from recovery phrase (wording can vary slightly by model) and continue on the Ledger’s own screen. The phrase belongs on the hardware device, not in companion software.
- Select the exact word count. Choose 12, 18, or 24 to match the written backup. A wrong count is one of Ledger’s documented reasons for an invalid phrase.
- Enter each word using the device controls. Follow the device’s prompts, selecting letters and confirming each word. Enter words in their original position, from the first through the last. Do not rearrange words, “correct” an unfamiliar word from memory, or use a translation.
- Check spelling as you go. Ledger uses the BIP-39 word list for these phrases. A misspelled word or a word that is not in that list can cause rejection. If the device offers several completions, choose the one that exactly matches the written backup.
- Finish the on-device checks and set a PIN if prompted. The device may ask you to confirm selected words or establish a new PIN after the reset. Follow only the prompts shown on the hardware wallet; never disclose the phrase to a person who claims to be helping.
- Reconnect the wallet and follow model-specific account instructions. After the keys are restored, use the official software associated with your device to add or view the accounts you previously used. Account discovery can depend on the asset, derivation path, firmware, and any optional passphrase, so do not assume that seeing one account proves every account has been restored.
The restore operation recreates private keys from the phrase; it does not transfer coins between blockchains or create a new on-chain wallet. Your balances remain records on their respective networks. If an expected account is not shown afterward, stop before making transactions and check the exact asset and account-discovery guidance for your model.
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Why a phrase is rejected
Ledger’s troubleshooting article, Recovery phrase is invalid, identifies three principal causes: an incorrect length, a word outside the BIP-39 list (often caused by spelling), or words entered in the wrong order. Work through the branches below without exposing the phrase to another device.
The selected length is wrong
Count the words on the original backup again, then restart the restore flow and select the matching count. Do not insert a blank, a duplicate, or a guessed word to reach 12, 18, or 24. If your backup is incomplete, treat it as a missing phrase rather than experimenting with combinations.
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A word is misspelled or unsupported
Compare the written word with the letters shown by the device. Ledger’s BIP-39 list is finite, so a plausible-looking synonym, regional spelling, or transcription error can be invalid. Keep the comparison offline and private. Do not copy the words into a text editor or search engine to look them up.
The order is different
Position matters. The same words in another order can produce an error or a completely different set of keys. Number the lines on the physical backup only if doing so does not rewrite or expose the phrase, and compare each position directly on the device. Never “sort” the words alphabetically.
The backup may not belong to this device
If a correctly formatted phrase restores a wallet but the expected accounts are absent, consider whether you are using a different backup, an optional passphrase, or a different account configuration. Do not keep trying random phrases. Preserve the written backups separately and consult the exact model and asset documentation before signing anything.
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Use Recovery Check when the device still works
If you can unlock the Ledger with its PIN and still access the accounts, Ledger provides a Recovery Check feature to compare the written backup with the phrase stored on the device. The official instructions are in My Secret Recovery Phrase failed a recovery check, what should I do?.
Run the check only in a private setting and enter the words on the device. A failed check does not lock your accounts or reset the device, and Ledger says you can retry it. A failure means the written backup does not exactly match what the device expects—usually because of length, spelling, or order—so stop and reconcile the physical records rather than generating guesses.
What to do when the phrase is missing
The correct response depends on whether the original device and PIN still provide access. Ledger’s lost-phrase guidance is summarized in I lost my 24-word Secret Recovery Phrase.
| Situation | What Ledger says you can do | Important limitation |
|---|---|---|
| Phrase missing, device works, and PIN is known | Continue managing the assets, promptly move them to temporary accounts, then generate a new recovery phrase. | Moving assets requires transactions and network fees; verify each destination and asset-specific procedure before signing. |
| Phrase missing and the device has reset | No phrase-based restore is available. | A reset device has removed the local keys; support cannot reconstruct the missing phrase. |
| Phrase missing, PIN/device access unavailable | Ledger cannot recover the phrase or the assets. | Do not pay anyone who promises to “reset” or retrieve the words. |
If the device and PIN still work, treat the interval before creating a new phrase as urgent. Move assets only to accounts you control and verify addresses on the hardware screen. Once the assets are in the temporary accounts, use the device’s setup flow to generate a new phrase, write it down offline, and keep it separate from the old records. The exact process for each asset and model can differ, so follow the current official instructions rather than assuming one sequence covers every chain.
Independent reader supportYour contribution helps us test, update, and keep practical guides available for everyone.If the phrase may have been exposed
A phrase that was photographed, typed into a website, pasted into a chat, shown during remote support, or shared with another person should be treated as compromised—even if no theft is visible yet. Do not continue using it as a long-term backup. If the device and PIN still work, move the assets to temporary accounts and generate a new phrase as Ledger recommends for a lost backup. If you cannot access the device and the phrase is exposed, use a trusted replacement device or another secure wallet under your control to move assets, taking care to verify addresses and transaction details on a trusted screen.
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Changing a PIN, reinstalling wallet software, deleting an app, or contacting support does not make an exposed phrase safe. The phrase itself is the credential for the private keys.
Common scams during recovery
- Fake support agents: Ledger says it will never ask for your Secret Recovery Phrase. A support request for all 12, 18, or 24 words is a scam.
- “Validation” websites: No legitimate recovery checker needs the phrase in a browser. Use the hardware device’s Recovery Check instead.
- Remote screen-sharing: A helper who can see the device display or your written backup can copy the keys. End the session before entering any word.
- Urgency and payment demands: Threats that your account will expire, be frozen, or require a fee to unlock are not a substitute for the device’s normal restore flow.
- Cloud photographs and notes: A photo or typed copy creates another copy that can be synced, backed up, or stolen. Keep the backup offline and physically protected.
After restoration: verify without creating new risk
Once the device accepts the phrase, keep the written backup secure and confirm that the device unlocks with the PIN you set. Reconnect only through the official software and add accounts according to your model and asset instructions. If an account, token, or network is missing, do not immediately restore a second phrase or approve an unfamiliar prompt; first determine whether that account used a different derivation path or an optional passphrase.
Before sending funds, verify the destination address and transaction details on the Ledger’s own display. A software screen can be altered by malware, while the hardware display is the device’s final confirmation surface. Make a small test transaction only when you understand the network and fees, and never reveal the recovery words as part of the process.
When a replacement device is needed
A replacement Ledger hardware wallet can restore the same keys when you possess the correct phrase; buying another device is not required when the existing one is functioning. If the original was lost, damaged, or reset, initialize the replacement with Restore from recovery phrase and follow the model’s current instructions. The phrase, not the serial number or purchase record, is what recreates the keys.
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Do not assume that two devices showing the same first account prove that every account, passphrase, or network is configured identically. Compare the exact account setup you used previously and consult the relevant official model and asset documentation before moving funds.
Quick Recap
Protect the phrase after recovery
- Keep the original words offline and away from cameras, cloud storage, password managers, email, and messaging apps.
- Store the physical backup where unauthorized people cannot access it, while maintaining a plan for fire, water, theft, or other physical loss.
- Do not create extra copies casually. Every additional copy expands the number of places an attacker could find the keys.
- Never test a phrase on a random wallet application. If you need to verify it, use the Ledger device’s Recovery Check.
- Remember that a more durable storage medium cannot protect a phrase that has already been exposed; exposure requires moving assets and creating a new phrase.
Decision checklist
- Welcome screen? Use the device’s restore option, not new-wallet setup.
- Phrase available? Count it and select exactly 12, 18, or 24 words.
- Words rejected? Recheck spelling, BIP-39 validity, and original order offline.
- Device and PIN work but phrase is missing? Move assets to temporary accounts, then create a new phrase.
- Both phrase and device access missing? Ledger cannot recover the keys; ignore anyone offering a phrase “reset.”
- Phrase exposed? Treat it as compromised and move assets to accounts controlled by a newly generated phrase.
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