We’re working on a page where you’ll be able to check whether your personal information was affected by this incident. We’ll share more details in the coming days.

The 180-day retention period was intended to give us sufficient time to address customer support issues related to their devices and orders. We agree that we failed to adequately verify that our automated deletion tool was working as intended. We relied on the tool without sufficiently checking whether the deletion process had been completed successfully. This was a failure in our internal processes, and we take responsibility for it. We’re tightening our data retention procedures and implementing additional safeguards to ensure that customer data is reliably deleted within the specified retention period going forward.

You're right, and we genuinely fell short here. We should have made sure the tool was working as intended instead of assuming it was. We take full responsibility for that and are sorry we let you down. We'll work to do better.

We understand your concern. To reduce the risk, we've paused shipments and will destroy all 18,835 devices in our inventory that use the old authentication key. None will be sold or shipped. Customers who received devices after October 20 will be advised to contact our support team for guidance on verifying their device's authenticity. New orders will be fulfilled with devices using the new authentication key, with shipping expected to begin within 4–6 weeks.

This concern applies to devices received after October 20, 2026. If someone received their device after this date, we urge them to contact our customer support team for guidance on verifying its authenticity before using it. Please note that we’ve temporarily paused shipments because the devices currently in our inventory use the old authentication key. All 18,835 devices containing the old key will be destroyed and will not be sold or shipped to customers. New orders are now available for preorder, and devices using the new authentication key are expected to ship within 4–6 weeks.

If you receive your device after October 20, please contact our customer support team for guidance on verifying its authenticity. P.S. We’ve temporarily paused shipments of new orders because the devices currently in our inventory use the old authentication key. All 18,835 devices containing the old key will be destroyed and will not be sold or shipped. New orders are now available for preorder, and devices with the new authentication key are expected to ship within 4–6 weeks.

Thanks for raising this important concern. We recommend that anyone with an unopened device contact us at [email protected] for guidance on verifying their device’s hardware authenticity.

Devices received before October 20, 2026, can still be verified as genuine through the device verification process. The risk posed by the leak of the old key is that an attacker could use it to create counterfeit devices that pass verification. However, this risk does not apply to devices obtained before the leak.

Customer wellbeing and security come first. Destroying 18,835 devices is a costly decision, but we believe it’s the right one to protect our users 🙏

We owe you an apology. On October 20, we detected unauthorized access to our official website. After verifying API activity with Shopify, we confirmed on October 23 that a third party obtained customer shipping information. You trusted us with those details, and we're sorry we didn't keep them safe. Exposed: names, contact details, shipping addresses, and order details (items and prices). Not exposed: payment card or bank details, recovery phrases, private keys, or wallet passwords. We've blocked access, fixed the vulnerability, opened an investigation, and are emailing affected customers. Scammers may pose as Keystone by phone, text, email, or mail, offering refunds, replacement devices, or "fixes" for your order or address. None of it is from us. NEVER share your recovery phrase or private keys, and NEVER enter your recovery phrase into a device you didn't order. We will never ask for them. Don't click links in unexpected messages. Type keyst.one yourself. A detailed report is coming soon. Until then, trust only our official channels. If anything feels off, email [email protected]. We'd rather hear from you than have you take a chance. Again, we're truly sorry to everyone affected.

Tbh, the Ledger incident has shaken all of us and raised serious concerns about self-custody. Amid all this, we've also seen people wondering if there's a worthy alternative to Ledger, with some even considering giving up on self-custody altogether. That's why we started sharing tweets highlighting the advantages of our product over Ledger, without speaking ill of them. We wanted to help people understand their options at a time when they needed them most. We don't think there's anything wrong with that, as long as we're factual and respectful.