If you encounter an error that resembles the one shown below, it may indicate that there is an issue with the instruction keys that are stored on your device. This type of error is most commonly observed on a brand new device that has just been set up after being restored from another device.
What is Causing the Problem?
We have pinpointed a potential bug in the Apple backup and restore procedure known as "Quick Start." This issue may arise when you set up a new phone—specifically any device running iOS 14 or later—and transfer data from an existing phone that contained a TrustVault account, using the "Quick Start" transfer method. If you have followed this process, you may be experiencing the error.
The underlying issue seems to stem from how the iPhone duplicates the instruction public key from the previous device while simultaneously creating a new instruction private key on the new device. Ideally, the new device should generate a fresh instruction private key, as it does, but it should also produce a corresponding new public key. However, in this case, it appears that the process is not functioning as intended.
Is There a Security Risk?
Rest assured, there is no security risk associated with this issue. The instruction private key, which is utilized to sign transactions from your device, remains securely on the old device and is not accurately transferred to the new device. In fact, it should never be possible to copy the private key in this manner.
Any attempts to sign transactions using a device in this compromised state will be rejected by our system, ensuring that your information remains secure.
How Do I Resolve the Problem?
To address this issue, you can take action within the TrustVault app, version 1.3.0 or higher. There, you have the option to remove your instruction keys and generate new ones. You can access this feature by navigating to Settings > Device Instruction Keys. This section will display a list of all the instruction keys currently held on your device.
The interface will show the registered email address along with the UserId associated with each key. If you wish, you can tap on a key to view the instruction public key, which may be requested by Bitpanda Custody Support. Sharing this information is harmless.
In some cases, Bitpanda Custody Support may instruct you to select the "Delete All Instruction Keys" option. Doing so will remove all keys and prompt the generation of a new key for the user who is currently logged in.
After the instruction keys have been deleted, it will be necessary for you to re-authorize the device.
- Business users, on the other hand, should reach out directly to Bitpanda Custody. Note that business users may encounter a warning message indicating that the device is not registered when refreshing the wallets. In such cases, contacting Bitpanda Custody Support is essential.
If you encounter any other errors mentioned in this article or if you would like further information, please do not hesitate to reach out to help@bitpandacustody.com.