Support Center

A hardware wallet is a physical device designed to securely store the private keys needed to access and manage your cryptocurrency assets. Unlike software wallets or exchange accounts, hardware wallets keep your private keys offline (also known as "cold storage"), significantly reducing the risk of unauthorized access, hacking, or theft.

Penleus hardware wallets use specialized secure elements to protect your private keys, ensuring they never leave the device even when connected to a potentially compromised computer or smartphone.

Hardware wallets offer several key advantages over software wallets:

• Enhanced Security: Your private keys remain offline and isolated from potential malware or viruses on your computer.
• Physical Protection: Access to your funds requires physical possession of the device and knowledge of the PIN code.
• Backup and Recovery: Our devices include secure backup methods that allow you to recover your funds even if your device is lost or damaged.
• Multi-Currency Support: Penleus devices support a wide range of cryptocurrencies in a single device.
• User Control: You maintain complete control over your private keys without relying on third parties.

Software wallets, while convenient, store your private keys on internet-connected devices, making them more vulnerable to various attack vectors.

Penleus devices support a wide range of cryptocurrencies, with the exact number varying by model. Our entry-level Penleus Mini supports over 500 major cryptocurrencies, while our premium Penleus Elite supports over 1,800 cryptocurrencies and tokens.

All our devices support major cryptocurrencies including:

• Bitcoin (BTC)
• Ethereum (ETH) and ERC-20 tokens
• Bitcoin Cash (BCH)
• Litecoin (LTC)
• Ripple (XRP)
• Stellar (XLM)
• Cardano (ADA)
• Polkadot (DOT)
• And many more

We regularly update our firmware to add support for new cryptocurrencies and tokens. For a complete and up-to-date list of supported cryptocurrencies for each model, please visit our product pages.

Penleus hardware wallets implement multiple layers of security to protect your cryptocurrency assets:

• Secure Element Chip: All Penleus devices use certified secure element chips that are specifically designed to resist physical and side-channel attacks.
• PIN Protection: Access to your device requires a PIN code, with anti-brute-force measures that increase waiting time between incorrect attempts and eventually wipe the device after too many failures.
• Offline Private Keys: Your private keys never leave the secure element, even during transactions.
• Secure Bootloader: Prevents the execution of modified or unauthorized firmware.
• Open-Source Firmware: Our firmware is open-source, allowing security experts to verify that there are no backdoors or vulnerabilities.

Additionally, our devices undergo regular security audits by independent security firms to verify their resistance to various attack vectors.

Setting up your Penleus device is straightforward:

1. Unbox your device and ensure the security seals are intact.
2. Connect your device to your computer using the provided USB cable.
3. Download and install the Penleus Manager application from our official website.
4. Follow the on-screen instructions to create a new wallet or restore an existing one.
5. Set up your PIN code for device access.
6. Write down your recovery phrase and store it in a secure location.
7. Install the required cryptocurrency apps on your device through the Penleus Manager.

Detailed setup guides with screenshots are available for each model in our Product Guides section. We also provide video tutorials on our YouTube channel.

A recovery phrase (also known as a seed phrase or backup phrase) is a series of 12, 18, or 24 words that serves as a backup for all the private keys stored on your device. If your Penleus device is lost, damaged, or stolen, you can use this recovery phrase to restore all your cryptocurrency accounts on a new device.

Critical safety tips for protecting your recovery phrase:

• Write the phrase on paper or engrave it on a metal backup (like the Penleus Backup Card) – never store it digitally.
• Never take a photo of your recovery phrase or store it on any digital device.
• Never share your recovery phrase with anyone, including Penleus support staff (we will never ask for it).
• Store your recovery phrase in a secure location, ideally in a waterproof and fireproof container.
• Consider creating multiple copies and storing them in different secure locations.
• Consider using advanced backup methods like Shamir Backup (available on Pro and Elite models) to split your recovery phrase into multiple shares.

Remember: Anyone who has access to your recovery phrase has full access to all cryptocurrencies associated with it. Protecting this phrase is the most important aspect of using a hardware wallet.

Keeping your device firmware updated is important for security and functionality. To update your Penleus device firmware:

1. Connect your device to your computer using the provided USB cable.
2. Open the Penleus Manager application.
3. If a firmware update is available, you'll see a notification. Click "Update Firmware."
4. Follow the on-screen instructions to complete the update process.
5. Your device may restart during the update process.
6. Once completed, verify that the firmware version shown in Penleus Manager matches the latest version.

Important: Before updating, ensure your recovery phrase is securely backed up. Although rare, if the update process is interrupted, you may need to restore your device using your recovery phrase.

We release firmware updates quarterly or as needed to add new features, support additional cryptocurrencies, and address security vulnerabilities.

If your Penleus device isn't being recognized by your computer, try these troubleshooting steps in order:

1. Check the connection: Ensure the USB cable is firmly connected to both your device and computer.
2. Try a different USB cable: The cable may be damaged. Try using the Penleus Secure Cable or another high-quality USB cable.
3. Try a different USB port: Some USB ports may not provide sufficient power or may have compatibility issues.
4. Restart your device: Disconnect your device, wait 10 seconds, then reconnect it.
5. Restart your computer: Sometimes a simple computer restart can resolve connection issues.
6. Check for driver issues: On Windows, open Device Manager to see if there are any warning icons next to USB devices.
7. Try a different computer: This can help determine if the issue is with your computer or the device itself.
8. Update Penleus Manager: Ensure you're using the latest version of our management software.

If none of these solutions work, please contact our support team with details about your device model, computer operating system, and the steps you've already tried.

If you've forgotten your PIN code, you'll need to reset your device and restore it using your recovery phrase:

1. Enter incorrect PIN codes until your device resets (typically after 3-5 incorrect attempts, depending on your device model).
2. Alternatively, you can manually reset your device by navigating to Settings > Device > Reset in the device menu (available on models with screens).
3. Once reset, your device will guide you through the initialization process.
4. Select "Restore from recovery phrase" when prompted.
5. Enter your recovery phrase words in the correct order.
6. Create a new PIN code that you'll remember.

Important: This process will only work if you have your recovery phrase. Without your recovery phrase, there is no way to recover access to your cryptocurrencies. This is an intentional security feature to prevent unauthorized access.

We strongly recommend practicing the recovery process when you first set up your device to ensure you can successfully restore your wallet if needed.

Transaction confirmation times vary by cryptocurrency network and are not controlled by your Penleus device. If your transaction has been pending for an extended period, consider these possible causes and solutions:

For Bitcoin and similar cryptocurrencies:

• Low transaction fee: Transactions with higher fees are processed first during network congestion. You may be able to use Replace-By-Fee (RBF) if enabled, or try fee bumping techniques.
• Network congestion: During high activity periods, confirmation times can increase significantly.
• Technical issues: Occasionally, transactions may not be properly broadcast to the network.

For Ethereum and ERC-20 tokens:

• Gas price too low: Ethereum transactions require "gas" to process, and prices fluctuate based on network demand.
• Nonce issues: If you have multiple pending transactions, they must be confirmed in sequence.

General solutions:

• Check the status of your transaction on a blockchain explorer using the transaction ID.
• For some cryptocurrencies, you can try accelerating your transaction by sending a "child-pays-for-parent" transaction.
• If the transaction remains unconfirmed for days, it may eventually be dropped from the mempool, allowing you to try again with a higher fee.
• Ensure your Penleus device firmware and apps are updated to the latest versions.

For specific assistance with transaction issues, please contact our support team with your device model, cryptocurrency, and transaction details.