Having trouble with pin code

Passport Core
1

I am setting up a new passport core, I bought 3 of them, this is my first one. When setting up the pin, I had trouble entering it, it seemed some numbers were not registering. After a number of tries I finally got a 12 digit pin to work. I set up the rest of the passport, turned it off then back on and now the pin does not work, I know I am inputting correctly and now only have 14 tries left. What do you suggest? There is no btc on there but I hate to trash the wallet and have to find something different. Please advise.

2

Hi @Liz315 if you’re having trouble with certain numbers not registering, there could be a defect with your device. Can you send through a short video demonstrating the problem to our support inbox and a member of the team will be respond with next steps.

hello@foundation.xyz

3

Hello, So I took the video of the not all the keys responding to being pressed. But the video is too big and it won’t let me send. This is the message I got -
(Sorry, the file you are trying to upload is not authorized (authorized extensions: jpg, jpeg, png, gif, heic, heif, webp, avif). ( and thru email i can only send 25mb and this is like 135mb) So far the only way I can send it is thru a text message, is there a phone number I can send it to? I promise I will delete the number as soon as I use it.
Thank you,
Elizabeth Turney
516-443-0483
epturney@proton.me

4

Hi,

Unfortunately we don’t have a public phone number to share. You can load it to a cloud service like Proton/Google/Apple and share the file link in the email you send us.

5

ok here is the video showing how the keyboard numbers don’t all register.

Elizabeth Turney
epturney@proton.me

6

Thanks very much for this. We’ll need to finalize some personal details before looking to ship out a replacement to you.

Can you please contact support via email at hello@foundation.xyz and:

  1. Reference this conversation
  2. Confirm your original order number and shipping address
  3. Confirm a shipping address for the replacement unit to be sent to