keepkey shapeshift problem

[hej58]

Hello,  I have a problem logging into shapeshift with my kk,support says when it says busy you should go to settings and delete keepkey,does this sound right to you,shapeshift did takeover keepkey tho---many thanks in advance

[BitMaxz]

They might be told you to uninstall the Keepkey client in your browser and install it again.

Do you have any backup recovery seeds of your Keepkey wallet?

If you have then you can proceed on uninstalling the Keepkey client from your browser.

You can follow the guide below on how to install the latest Keepkey client.

- https://keepkey.zendesk.com/hc/en-us/articles/360001411570-Getting-Started-Initializing-Your-KeepKey-Device

Or try to clear your cache data from your browser or use incognito mode when logging in into shapeshift.

[hej58]

It just says to find keepkey in usb settings and find your kk click on it and remove device  refresh beta shapeshift or restart pc,  it worked in December but not now--just hope my coins are still on there

[BitMaxz]

It just says to find keepkey in usb settings and find your kk click on it and remove device  refresh beta shapeshift or restart pc,  it worked in December but not now--just hope my coins are still on there

Maybe your Keepkey wallet needs to update to the latest firmware.

Do you have a 12 words seed backup?

If yes then you can try to update your Keepkey to the latest version you can follow the guide from here

- https://keepkey.zendesk.com/hc/en-us/articles/360001411210-How-to-Update-your-KeepKey-Client-App-and-Firmware

[hej58]

yes kk is updated, I think kk client is retired,but not sure just not sure what to do thanks for replys and any info you may have to help

[decodx]

yes kk is updated, I think kk client is retired,but not sure just not sure what to do thanks for replys and any info you may have to help

You avoid answering an important question.

Do you have a 12 words seed backup?

Do you have any backup recovery seeds of your Keepkey wallet?

With backup recovery seed you can easily recover your wallet no matter what:
https://keepkey.zendesk.com/hc/en-us/articles/360001449050-How-Do-I-Recover-on-My-KeepKey-

[hej58]

The answer to the important question is yes I do have my 12 word backup

[BitMaxz]

If you have a backup seed then you can try to wipe your Keepkey and then use your 12 words seed to restore your wallet.

You can follow the guide from here https://shapeshift.zendesk.com/hc/en-us/articles/360018433760-How-Do-I-Wipe-My-KeepKey-

But first, before you do this try it first with another USB cable which is known working, and maybe the USB you currently use is damaged.

[hej58]

hmm good advice but just afraid to do this step but will try another cable  ty

[Stalker22]

hmm good advice but just afraid to do this step but will try another cable  ty

I believe you can verify your seed phrase in any software that supports BIP 44.
Supported clients are, for example, Electrum or Mycelium. Just make sure you work in a safe environment.