Help Center


Common questions and support


 
 
 

General Questions

AT.Wallet

1Why do I need a crypto Hardware Wallet?
If you keep your virtual assets on an exchange, you are entrusting your private keys to a third party and authorizing them as security. The cold wallet is unloaded so that hackers have a harder time accessing your stored coins for improved security. The private key is always offline and stores inside SE (Secure Element), all paths are encrypted.
2Coins / Tokens supported by AT.Wallet?
Coins: BTC / BCH / XRP / ETH / LTC/ DOGE / DASH Tokens: ERC20 Token
3What if I lost my AT.Wallet?
AT.Wallet only allows pairing with authorized devices, and you do not need to remember any pin codes or passwords, AT.Wallet only recognizes your fingerprints. Therefore, in case of theft or loss of your wallet, it is still possible to prevent anyone from logging into your wallet and using it. You may enter your 24-word seed codes to recover your wallet.
4Is the security chip really safe?
The ATWallet is designed with Infineon CC EAL+ Secure Element, a dedicated chip for storing private keys and PINs. During a transaction or connection to a host device via USB or Bluetooth, the private key is securely stored and protected from possible attacks by hackers.
5Any third party certifications it's not hacked device?
Authentrend will definitely consider seeking certifications, but we don't know of any crypto-specific certifications so far. Non-crypto-specific certifications will not likely test some critical aspects of blockchain security, so customers relying on these 3rd party certifications will have a dubious sense of security. For those who are truly paranoid about security, the best option is to store some funds on many different hardware and software wallets. Even if some are compromised, you will still have the others to rely on.

 

ATKeys

1What is FIDO?
FIDO (Fast Identity Online) is a set of standards and specifications developed by the FIDO Alliance to provide an alternative solution to traditional password authentication schemes. FIDO security keys are hardware-based security keys that support the FIDO specification to ensure the security of web service accounts.
2What's the difference between FIDO UAF, U2F and FIDO2?
For an overall tutorial of U2F and UAF, please see the below document from FIDO: U2F & UAF Tutorial.
FIDO 2 is comprised of the W3C Web Authentication specification and corresponding Client-to-Authenticator Protocols (CTAP) from the FIDO Alliance. FIDO2 supports passwordless, second-factor and multi-factor user experiences with embedded (or bound) authenticators (such as biometrics or PINs) or external (or roaming) authenticators (such as FIDO Security Keys, mobile devices, wearables, etc.).
3Why should I use FIDO security key?
Traditional password authentication schemes have several security and usability issues. Using simple passwords for multiple sites poses security risks, such as phishing and MITM attacks. Using complex passwords also poses usability issues and frequent password resets. FIDO Security Key provides a secure authentication solution for online accounts using public-key encryption. The Security Key will create a new set of key pairs to increase security.
4How to passwordless sign in the Azure Active Directory on my PC?
Based on FIDO2 standard, FIDO2 certified security key allows users achieve passwordless authentication with the combination of Azure Active Directory (or office 365 accounts) on your PC and Web services without typing anything.
5What happens if I lose my ATKeys?
Don't worry at all if someone gets your security key, they can't log into your accounts without your fingerprints. And you can still log in to your account by using a backup security key or some other way. If someone tries to use your security key, more than fifteen errors will automatically lock them out.

Hardware & Firmware

AT.Wallet

1Are firmware update required?
Yes. We strongly recommend that you install all available firmware updates. New features and security updates will not be applied to outdated firmware versions.
2How can I know my AT.Wallet needs to update?
The card firmware update icon will appear, or you can find it under “device management” in the app's settings tab.Download/AT.Wallet/User Guide
3Will my AT.Wallet be deleted after a firmware update?
No, it will not.
4Why does my AT.Wallet keep failing to firmware update?
iOS, Android:
We recommend you to check the battery level of your AT.Wallet before updating the firmware and keep the AT.Wallet App on your home screen. If your app moves to the background state, it will affect the process of the firmware update.

Mac, Windows:
All firmware update requires both a stable power source and a USB connection. Before doing an update, please insert your AT.Wallet into the charger and remove any obstacles between the card and your devices.
5Is the fingerprint encrypted on the device?
The fingerprint is encrypted and stored on the device in the secure element chip, where it is impervious to any known attack and highly secure.
6What do you do if the device is damaged lost? Is it water proof?
If the device is lost or damaged, you can use your recovery phrase to restore the wallet, either using a new ATWallet, or a software wallet. This makes it very important to store your recovery phrase safely and securely, in a different location than you keep the ATWallet. The recovery phrase can be used by anyone to recovery your wallet, so it's essential to keep this information safe. Contact us if you have further questions.

 

ATKey.Pro

1How can I upgrade my ATKey.Pro to the latest version?
Please download the User Guide and see the page 10. You can perform firmware update through the "ATKey for Windows" app, click Setting/Update Firmware/Check for Update.
Please wait till 100% done, then plug ATKey.Pro off USB port; re-insert to a USB port, waiting ~15 sec to boot to new firmware (LED from White to Blue ON).
2Where can I check my firmware version?
Please get into your "ATKey for Windows" app and follow the steps: Setting/Update Firmware/ATKey information.
3My pc has the large old usb-a connector, my android has usb-c, my ipad has lightning - Do I need to buy an adapter also?
This security key is designed primarily to work with Windows PC and Mac, so it'll work fine with your PCs with USB-A connectors. Chances are, your iOS and Android devices already have built-in biometric authentications. Furthermore, there are authenticator apps available on both OS for passwordless logins.
4How is mac and iOS compatibility? i am wondering why this isn't more popular as a fido2 fingerprint that works for mac. how compatible is it really?
For Mac OS, the ATKey.Pro is compatible with the following browsers: Edge and Chrome (FIDO2, U2F); Safari (U2F). On iOS, it is compatible using Safari and U2F, assuming you have an Apple branded USB adapter. Note that the ATKey.Pro cannot be used to enter the phone's PIN.

 

ATKey.Card

1How can I upgrade my ATKey.Card to the latest version?
Please download the User Guide and see the page 15. You can perform firmware update through the "ATKey for Windows" app, click Setting/Update Firmware/Check for Update.
Please wait till 100% done, then plug ATKey.Card off USB port; re-insert to a USB port, waiting ~15 sec to boot to new firmware (LED from White to Blue ON).
2Where can I check my firmware version?
Please get into your "ATKey for Windows" app and follow the steps: Setting/Update Firmware/ATKey information.
3How long will the battery last and can you change the battery?
The battery lasts for between 100 and 150 fingerprint authentications, after a full charge. The rechargeable battery cannot be replaced — the battery used is a special rechargeable type not normally available to consumers.

 

ATKey.Hello

Software

AT.Wallet

1What OSs are supported by AT.Wallet to do transactions?
Use the app for iOS, Android, Mac and Windows or simply scan the QR code directly on the e-ink screen.
2Can I access DeFi on AT.Wallet?
Yes! WalletConnect, an open protocol for connecting desktop DApps to mobile wallets, is now enabled in our AT.Wallet. WalletConnect allows you to interact with any DApp (decentralized application) on Ethereum and keep your private keys secure at the same time. Learn more about WalletConnect and DeFi Apps with us, and we will show you how to swap using AT.Wallet below. Please learn more details here: What is DeFi? What is WalletConnet? – AT.Wallet now enables WalletConnect!

 

ATKey.Pro

1How many fingerprints can I enroll?
A total of 10 fingerprints can be enrolled in each key.
2What should I do if the key is locked?
ATKey.Pro will automatically lock if the registered fingerprint fails 5 times in a row. You may use Chrome or Windows's setting to enter your PIN to unlock the device.
1. Chrome: Settings > Privacy and security > Security > Manage security keys (chrome://settings/securityKeys)
2. Windows: Settings > Accounts > Sign-in options > Security Key
3How to passwordless sign in the Azure Active Directory on my PC?
Based on FIDO2 standard, FIDO2 certified security key allows users achieve passwordless authentication with the combination of Azure Active Directory (or office 365 accounts) on your PC and Web services without typing anything.

 

ATKey.Card

1How many fingerprints can be enrolled in each key?
A total of 8 fingerprints can be enrolled in each key.
2What should I do if the key is locked?
ATKey.Card will automatically lock if the registered fingerprint fails 5 times in a row. You may use Chrome or Windows's setting to enter your PIN to unlock the device.
1. Chrome: Settings > Privacy and security > Security > Manage security keys (chrome://settings/securityKeys)
2. Windows: Settings > Accounts > Sign-in options > Security Key
3How to passwordless sign in the Azure Active Directory on my PC?
Based on FIDO2 standard, FIDO2 certified security key allows users achieve passwordless authentication with the combination of Azure Active Directory (or office 365 accounts) on your PC and Web services without typing anything.

 

ATKey.Hello

User Manual

AT.Wallet

1How to add ERC 20 Token?
You may add ERC 20 Tokens by sending your tokens to the Ethereum account.
1. Select ETH Account and click "Receive".
2. Send your Tokens to the account.
3. The Token accounts will only appear after the transaction being confirmed on the Ethereum.
For more tutorials: Download AT.Wallet User Guide and see page 21 for more information
2Can I recover my AT.Wallet to another wallet?
Yes! AT.Wallet adheres Bitcoin Improvement Proposal (BIP) standards (BIP44, BIP84) and allows the generated private key to be restored using a set of 12 or 24 recovery words.
3Do you fully support ERC20 Tokens?
Yes! There are 1000+ types of tokens and you can add your desired ERC20 tokens.
4Do I need an internet connection to use AT.Wallet?
You can check out your assets and receive payments in our Standalone Mode, all you need is AT.Wallet card and your finger! While doing transactions, you will need an internet-based device to connect AT.Wallet and the app via Bluetooth or USB. For more tutorials: Standalone Mode

 

ATKey.Pro


 

ATKey.Card


 

ATKey.Hello

Troubleshooting

AT.Wallet

1My transaction appears to go through but the funds do not get deducted from the AT Wallet, nor do they arrive in my mobile Wallet.
1. Please ensure you see the "Transaction Succeed" on the app at the last step of your transaction procedure. If not, your transaction is not complete. You may also go to Blockchain Explorer to check your transactions.
2. Please click the transaction, it will pop up “Detail” information, then click “Blockchain explorer” to the chain to see the record. If it’s confirmed, it’s done and the app can sync it well in about 2-5 minutes.
2I can't connect my AT.Wallet successfully to the app.
1. Please remove AT.Wallet app manually first.
2. Unpair your AT.Wallet card with Bluetooth from your phone settings.
3. Download AT.Wallet app again.
3What if I lost my AT.Wallet?
AT.Wallet only allows pairing with authorized devices, and you do not need to remember any pin codes or passwords, AT.Wallet only recognizes your fingerprints. Therefore, in case of theft or loss of your wallet, it is still possible to prevent anyone from logging into your wallet and using it. You may enter your 24-word seed codes to recover your wallet.
4I followed all of the steps and still was not able to get it to sync to my phone.
Please follow the quick guide video for pairing AT.Wallet to your phone.

 

ATKey.Pro

1 I’m trying to use Windows Hello feature to login to my PC. I’m currently using Windows 10 1909. Can you provide me instructions as to how to configure the key to be used as Windows Hello?
Based on the Microsoft definition, FIDO2 Key (ATKey Pro) for the Windows Hello app was built on the Companion Device Framework and is only used to unlock user accounts. Therefore, the user must first log into their account, lock the system, and then use the ATKey Pro for unlocking the device.
For more information regarding the Companion Device Framework, please check the link below.
https://docs.microsoft.com/en-us/windows/uwp/security/companion-device-unlock
Therefore, if you expect to login Windows Hello by using the FIDO2 key, currently, no FIDO2 keys can achieve it due to the Microsoft framework limitation. You can use your FIDO2 key to unlock (logon) the device through Windows Hello feature. The login feature only supports when you are using the Microsoft Azure AD account.
2What should I do if the key is locked?
ATKey.Pro will automatically lock if the registered fingerprint fails 5 times in a row. You may use Chrome or Windows's setting to enter your PIN to unlock the device.
1. Chrome: Settings > Privacy and security > Security > Manage security keys (chrome://settings/securityKeys)
2. Windows: Settings > Accounts > Sign-in options > Security Key
3I did update the firmware, but it seemed not to succeed and nothing shows up after the firmware update.
After the firmware upgrade, you will need to plug the ATKey.Pro off, then re-insert to the USB port. It requires such reboot progress (after re-insert to USB.) LED will be in WHITE for 10~15 sec to reboot, and then the new firmware is ready.

 

ATKey.Card

1I want to use NFC to log in to my PC, but it keeps connect ATKey.Card with Bluetooth.
After Power ON, BLE will start to broadcast. It needed you to verify fingerprint, NFC will then be turned ON for 15 sec.; BUT if BLE connected, fingerprint matching is for BLE; if your host is PC (Windows or Mac or Chormebook), we recommend you turn off your Bluetooth of PC to avoid BLE/NFC conflicts to Card.
2What should I do if the key is locked?
ATKey.Card will automatically lock if the registered fingerprint fails 5 times in a row. You may use Chrome or Windows's setting to enter your PIN to unlock the device.
1. Chrome: Settings > Privacy and security > Security > Manage security keys (chrome://settings/securityKeys)
2. Windows: Settings > Accounts > Sign-in options > Security Key
3My card has been locked out and is showing the red light. How do I resolve this?
Our ATKey.Card is following the FIDO2 spec, so it allows three times continuous failure during one "cycle" (LED will be static RED). You need to remove the card from Host and re-insert for another cycle; if it fails five cycles (3*5 = 15 times) continuously, your ATKey Card will re-format and force to reset.
For both Mac or Windows users, you can reset your ATKey.Card easily on Chrome, please follow the below steps to reset your card.
1. Select "Privacy and Security" under Settings
2. Select "Manage Security Keys"
3. Select "Reset your security key" and you can delete all data on your ATKey card, including its PIN. Then you can start to reuse your ATKey Card.

 

ATKey.Hello

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