If your BitBox02 is not working properly, your funds are not stored on the device. Your Bitcoin and other supported assets remain on the blockchain.
Your funds are recoverable
As long as you still have your wallet backup, such as your recovery words or microSD backup, you can restore access to your funds on a new BitBox02.
This article explains when a BitBox02 may be replaced, what to check before requesting a replacement, and how the warranty replacement process works.
Why defective BitBox02 devices are usually not returned
Defective BitBox02 devices are usually not returned because the BitBox02 is a security-critical hardware wallet. In most cases, BitBox support issues a replacement without asking you to send back the original device.
A return is only required in rare cases, for example when the device is needed for technical analysis.
Wait for instructions from BitBox Support
If you want to report a potentially defective BitBox02, do not send the device to us on your own.
BitBox Support will first review the case and determine whether a return is necessary. If a return is required, BitBox Support will provide instructions on the next steps.
Check troubleshooting guides before requesting a replacement
Many BitBox02 issues are caused by configuration, connectivity, operating system behavior, or software settings. These issues can often be resolved without replacing the device.
Before requesting a replacement, follow the guide that matches your issue:
-
Learn how to troubleshoot BitBox02 hardware issues.
→ This folder applies to both the BitBox02 and the BitBox02 Nova. -
Learn how to troubleshoot BitBox02 Nova issues.
→ This guide covers additional Nova-specific hardware and Bluetooth Whisper troubleshooting steps. - Learn how to troubleshoot BitBoxApp software issues.
Troubleshooting can avoid replacement delays
Troubleshooting first is usually the fastest way to resolve a BitBox02 issue and can avoid waiting for replacement shipping.
When to contact BitBox support
Contact BitBox support if the BitBox02 issue continues after you have followed the relevant troubleshooting guide.
BitBox support will review your case, confirm whether the BitBox02 is defective, check warranty eligibility, and guide you through the replacement process.
Use the official BitBox contact form to request help with a defective BitBox02.
What information should I include in my support request?
Providing complete information in your first message helps BitBox support process your replacement request faster.
Please include:
- Your original order number or invoice
- A detailed description of the issue
- The exact error message, if one is shown
- The troubleshooting steps you already tried
- Your operating system, for example Windows 11, macOS, or Linux
- Screenshots or a short video showing the issue, if possible
What happens after BitBox support reviews the case?
After BitBox support receives your request, the support team will review the issue and confirm the next steps.
BitBox support will:
- Review your support request
- Confirm whether the BitBox02 appears to be defective
- Check whether the issue is covered by the BitBox limited warranty
- Arrange the replacement if the device is eligible
You will then receive instructions for receiving your replacement device.
What should I do with the defective BitBox02?
If BitBox support does not request a return, you may permanently dispose of the defective BitBox02.
Defective BitBox02 disposal
Before disposing of a defective BitBox02, make sure the device becomes permanently unusable and that its components cannot be reused.
The BitBox02 electronics are glued as part of the tamper-resistant design. Because opening the BitBox02 destroys the electronics and security guarantees, repair is not possible. Replacement is the secure solution for confirmed hardware defects.
FAQ
Are my funds lost if my BitBox02 is broken?
No. Your funds are not lost if your BitBox02 is broken. Funds are stored on the blockchain, not on the BitBox02.
As long as you have your wallet backup, such as your recovery words or microSD backup, you can restore your wallet on a new BitBox02.
Do I need to send the defective BitBox02 back?
Usually no. Defective BitBox02 devices are normally not returned.
In rare cases, BitBox support may request the device for technical analysis. If a return is required, BitBox support will provide a prepaid return label and exact instructions.
Can BitBox support repair my BitBox02?
No. BitBox support cannot repair a defective BitBox02.
The BitBox02 is tamper-resistant and internally glued. Opening the device destroys the electronics and the security guarantees, so confirmed hardware defects are handled through replacement.
How long does the BitBox02 replacement process take?
The replacement process depends on case verification and warranty eligibility.
You can reduce delays by including your order number, a detailed issue description, attempted troubleshooting steps, operating system, and screenshots or a short video in your first support request.
Can I send my BitBox02 without contacting BitBox support first?
No. Please contact BitBox support before sending any device.
Unrequested shipments cannot be processed because BitBox support must first verify the case and provide the correct return instructions if a return is required.
What if troubleshooting solved the BitBox02 issue?
If troubleshooting solved the issue, you can continue using your BitBox02 normally. No replacement is necessary.