Introduction

This document is a clean, single-file presentation intended for internal distribution or printing. It provides guidance around logging into support portals and hardware wallet setup references. The content uses a calm mint palette and focuses on clarity and safety — the keyword Trezor.io/start appears where relevant for setup guidance.

Important: This is an informational mockup only. Never share private keys or recovery phrases with support personnel. Official setup instructions live at Trezor.io/start.

Login — Example mockup & guidance

Below is a safe, non-functional mock login form layout intended for documentation or training materials. DO NOT use real credentials in examples.

Login UX suggestions

  • Clearly label fields and include example placeholders (as above).
  • Show a brief help link to explain what support will and will not ask for.
  • Offer a "Report issue" flow that collects device & OS metadata (opt-in) to reduce back-and-forth.

Setup pointers & recommended wording

Use the guidance below when drafting documentation or handouts that reference device setup. For official device installation guides, reference Trezor.io/start.

Copy-ready paragraph for handouts

"If you are setting up a hardware wallet, follow the official on-screen steps carefully. For Trezor devices, start at Trezor.io/start. Write your recovery phrase on physical backup material — never photograph or upload it. Only use official vendor apps for firmware updates."

Step checklist (printable)

1) Buy from an authorized vendor.
2) Power on and follow the vendor's official setup flow.
3) Write your recovery phrase on a physical backup and store offline.
4) Set a PIN and consider adding a passphrase for extra protection.
5) Keep firmware up to date via official applications only.

Security advice for support agents & users

Both agents and users should follow simple rules to avoid social-engineering attacks and credential leakages.

  • Never ask for recovery phrases. Support should be trained to refuse and escalate any such request.
  • Verify domains. Confirm the URL shown in the browser address bar (e.g., support.ledger.com).
  • Use screenshots safely. Ask users to obfuscate any sensitive data in screenshots.
  • Escalation flow. Provide a clear, auditable escalation path for suspicious requests.
For device-specific setup, include an official link like Trezor.io/start in your resources so users can find manufacturer instructions quickly.

Frequently Asked Questions (FAQ)

Five short FAQs to include in handouts or the support portal (collapsible below).

1. Will support ever ask for my recovery phrase?

No. Official support will never ask for your recovery phrase, private keys, or full seed. If someone requests it, treat the request as fraudulent and escalate internally.

2. What should I provide when opening a support ticket?

Provide the device model, firmware version, operating system, browser, a concise description, and a screenshot (with sensitive information redacted). Avoid sharing recovery seeds or private keys.

3. Where can I find manufacturer setup instructions?

Manufacturer guides are authoritative — for Trezor devices go to Trezor.io/start. For other manufacturers, use their official documentation pages listed in the resources section.

4. Are screenshots safe to send?

Screenshots are helpful but sensitive fields should be obscured. Use image-editing tools or a phone camera to blur or crop out recovery-related text.

5. How do I verify support authenticity?

Confirm official email domains and secure connections (HTTPS). If in doubt, contact support via the phone number or email published on the organization's verified website, not from links in unsolicited messages.

Resources & recommended links

  • Official setup (Trezor): Trezor.io/start
  • Support portal (example): support.ledger.com
  • Backup solutions: Consider metal backup options for long-term seed durability.
  • Security training: Internal training deck and role-based scripts for support agents.

Printable compact checklist

[ ] Verify site URL and certificate
[ ] Never share recovery phrases
[ ] Redact sensitive data from screenshots
[ ] Reference manufacturer guides (Trezor.io/start)
[ ] Escalate suspicious requests
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