Make sure you have the correct hardware wallet plugged in and the correct passphrase (if enabled).
Two frequent causes for the fingerprint error are:
- Having the wrong hardware wallet plugged in, or
- Having (or not having) a passphrase enabled on your hardware wallet
The first thing you should ensure is that you have the correct device plugged in (with the right seed loaded), and if that fails, ensure you have correctly enabled your passphrase (or ensure you don't enter a passphrase if you don't have one).
Caution: If you set up an Unchained vault yourself using Trezor devices, the Trezor bridge likely asked for a passphrase when exporting your public key. Please note that a passphrase and a PIN are two different things. Your PIN is the several-digit code you established when initializing your device. The passphrase that the Trezor bridge asks you for when exporting your public key is a 13th or 25th word that adds a second layer of security to your seed phrase. Do not enter your PIN as your passphrase!
Ensure the correct hardware wallet is plugged in
Since our platform uses multiple keys to construct multisig vaults, it's easy to connect the wrong device when performing a key check or other function in the Unchained platform. If your hardware wallets might be mislabeled or confused, try another hardware wallet.
If you have a passphrase enabled on your Trezor
If you know you have a passphrase enabled on your device, follow these steps to ensure you enter it correctly when prompted by the Trezor bridge.
- Click the Connect to Trezor button for the action you are trying to perform in the Unchained dashboard (key check, sign, or confirm an address). This will open the Trezor Suite bridge.
- Type in your PIN.
- When prompted for your passphrase, type in your passphrase.
- If you correctly entered your passphrase and you no longer see a fingerprint error, that's it!
If you don't have a passphrase enabled on your Trezor
- Click the Connect to Trezor button for the action you are trying to perform in the Unchained dashboard (key check, sign, or confirm an address). This will open the Trezor Suite bridge.
- Type in your PIN.
- When prompted for your passphrase, select Standard wallet or leave the field blank and click Enter.
- If you correctly left the passphrase field blank, and you no longer see a fingerprint error, you'll receive a Success message.