00:00hey guys this is dan from ledger support how's it going um okay so today i'm going to talk about
00:06an
00:06issue that happens a lot to you guys especially if you have multiple ledger devices or if you
00:12have multiple recovery phrases so let me show you what the issue is um just a quick word about my
00:18setup today i'm working with my nano s and i also have a nano x with me and i have
00:26one account in
00:27ledger live which is an ethereum account what i'm going to try to do is spend from this account
00:33using my nano s okay and i'll show you the issue and how to solve it so let's go ahead
00:39and do that
00:40all right so i'm going to select the account
00:44all right now i'm going to select the send button i'm going to send to this address this is my
00:52personal address click continue all right send max a medium fee that's that's okay for me
01:01click continue and continue again and let's see what happens okay so first of all uh the device
01:08is asking me to open the ethereum app which is normal expected okay because you need the
01:13ethereum app in order to spend from an account okay so let's do that okay it says application is ready
01:20let's see what happens in ledger live aha okay so there is an issue here there's an error message
01:27something went wrong please check that your hardware wallet is set up with the recovery phrase or
01:31passphrase associated is to selected accounts we'll learn more if you click learn more by the way that
01:37will take you to a health center article that deals with how to solve this issue but i'm going to
01:44tell you directly how to solve it so what happens well it's a recovery phrase issue okay the recovery
01:53phrase is 24 words that was initially created by your device when you first set it up now what this
02:01message means is that you have the wrong recovery phrase inside your device and that's why you can't
02:07spend from the account so just a quick word about the recovery phrase it's not just a random list
02:13of words okay your recovery phrase it's not optional it's actually your private keys and you need
02:19your private keys to spend from your accounts okay so in my case i have the wrong recovery phrase inside
02:27my device so i don't have the private keys that control the account that i'm trying to spend from and
02:33that's why i'm getting this issue so what happened okay so many different things might have happened
02:38first of all maybe my device was reset at some point um so when the device is resets the private
02:44keys get wiped from the device it sounds scary but it's not actually scary uh what it means is that
02:51the
02:51device just forget about the private keys the private keys still exist because they exist on your recovery
02:56phrase okay but the private keys uh temporarily forgot about those private keys so what you can do
03:02instead you can restore the private keys inside your device by using your recovery phrase so maybe
03:08that's what you should do maybe the device was reset instead of restoring your old recovery phrase into
03:14your device you went ahead and selected set up as new device as a result the device created a new
03:23recovery phrase for you and that is that recovery phrase that is currently inside the device and not
03:30the recovery phrase that controls the accounts that you're trying to spend from okay so that can be
03:34the first thing that can happen uh the second thing that can happen is whether you have a passphrase
03:41or not um so a passphrase is an optional uh security feature where basically you have your 24 recovery
03:49phrase and you had a 25th word and now you have two sets of accounts you have accounts that secure
03:54by
03:55your 24 words and you have accounts that secure by your 25 words and the way you can toggle between
04:00those two accounts is by using a different pin so you've got one pin that unlocks the private keys
04:05that are secured by your 24 word phrase and you've got a pin that unlocks the private keys that are
04:11secured by your uh 25 words uh phrase okay so that's the difference so maybe you use the wrong pin
04:19to log into your device and that's the reason why the device doesn't have uh the private keys to spend
04:26from this account uh that might explain why you're getting the there okay that might be the second
04:30thing um another issue might be that you have only one device okay for example you have only one nano
04:38s
04:38device but you have multiple recovery phrases um in this case you just have the wrong phrase inside the
04:45device and all you need to do is reset the device restore the device with the correct recovery phrase
04:52and then try the transaction again and that's fine okay again restoring a device is safe as long as you
04:59keep your 24 word recovery phrase this is very very important guys this is not optional i know it sounds
05:06optional because it says recovery phrase but it's not just for recovery purposes it's really your private
05:13key so keep them secure please do it um okay so that's the third uh scenario where you have one
05:21device but multiple recovery phrases all you need to do is just rotate the correct phrase inside the
05:27recovery uh the device okay now the last scenario is where you actually have multiple ledger devices so
05:35in my case i said i had a nano s but i also have a nano x
05:39um now just so you know the nano x is seeded with a different recovery phrase than the one that's
05:48in
05:48my nano s okay so it has different private keys so hey maybe the private keys to stick to spend
05:54from
05:54my my hearing accounts are actually in my nano x and not my nano s so let's see so what
06:00i'm gonna do
06:01i'm going to unplug my nano s from my computer okay now i'm going to uh i'm going to turn
06:11on my nano x all
06:13right i'm going to unlock the nano x okay boom and the pin i'm only using a four digit pin
06:25but for you guys
06:26at home use a eight digit pin it's much more secure this is my work nano okay it doesn't have
06:32a lot of
06:32money on it but um if it's your personal nano definitely use a eight digit pin much much more
06:37secure okay so i'm going to unlock it make sure i've got the ethereum app that's the case so boom
06:44here we go application is ready so i'm ready to create a transaction i'm going to cross that out
06:50i'm going to click account again so i'm going to do the same thing again um up click here
07:02and send up just want to make sure it's plugged in okay continue here i'm going to send the max
07:12click continue and click continue and let's see what happens
07:18let's see what happens ah all right so here you see like i'm getting like a different message here
07:24seems like the transaction went through uh to my device and now it's expecting me to confirm the
07:29transaction and you can tell because it says review transaction on my device i'm not actually accept and
07:35send the transaction but all i need to do if i wanted to was to accept and send right
07:40but just to show you the the issue was solved by just using a different device that has the private
07:46keys that control the accounts that was giving me an error before okay um so again the things that you
07:54have to if you get this this error okay the something went wrong wrong passphrase wrong recovery
08:01private key sorry all you have to think is okay was my larger device reset and have i created a
08:08new
08:08recovery phrase um do i own multiple ledger devices and if yes do they have multiple uh different
08:15recovery phrases and can i try different devices to spend from the accounts um do i own multiple
08:22recovery phrases if yes i might need to rotate those phrases into my device and try multiple times to
08:29spend from the accounts and whether my device has um a passphrase or not okay so those are the things
08:38you
08:38should uh check and to make sure that you have the correct private keys to spend from the correct
08:45account so if you want a little more information about this we have a cool help center article that
08:52just talks about everything i just said called wrong private keys for accounts and it just basically
08:58presents the issue the same issue that we dealt with and then it presents like all the different
09:03steps that you can do to try to solve this issue and yep that's it guys so if you have
09:09any issues or if
09:10you want to you know if you need anything really please don't hesitate to reach out you can reach us
09:16out via the support page all you need to do is click on the help button here also you can
09:21find us on twitter
09:22we are at ledger underscore support and you can also ask your questions there okay um i hope that was
09:30useful
09:30guys and uh i'll see you next time for a different video cheers
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