OneKey has cut off CryptoBilis, a reseller of its hardware wallets, and is offering free replacements to customers who bought through the reseller. The company said all OneKey models purchased from CryptoBilis between March 1 and October 12 qualify for the replacement program, including used devices. Affected buyers have until December 31 to apply.
What CryptoBilis customers get
The replacement offer covers every OneKey model sold through CryptoBilis during that window, not just the latest generation. Used devices count too, which is unusual. Most hardware wallet makers tie warranty support to the original purchaser and often require proof of purchase from an authorized dealer. OneKey isn't drawing those lines here.
Customers who bought secondhand through CryptoBilis — or who picked up a device that had already been opened — still qualify. The company didn't say whether it would ask for a serial number, a receipt, or something else to verify eligibility.
Why OneKey dropped the reseller
The facts don't say. OneKey announced the cutoff and the replacement program together, but it hasn't publicly explained what triggered the decision. That silence is notable. When a hardware vendor cuts off a reseller, the usual reasons are counterfeit stock, tampered firmware, or a dispute over distribution terms. OneKey hasn't confirmed any of that.
What's clear is the company is treating the split as a customer-protection issue, not just a business one. Offering free replacements to anyone who bought from CryptoBilis over a seven-month stretch is an expensive way to manage a reseller breakup. It suggests OneKey would rather absorb the cost than leave those devices in circulation without a path to swap them.
The December 31 deadline
The replacement window closes December 31. Buyers need to apply before then, and OneKey hasn't said what happens to applications filed after that date. There's also no word on how long replacements will take to ship, or whether customers will get the same model they originally bought or a current equivalent.
For anyone holding a OneKey wallet bought through CryptoBilis since March, the practical move is to apply now rather than wait. The deadline is firm, and the eligibility window — March 1 through October 12 — is already closed on the front end. Devices bought after October 12 aren't covered, presumably because OneKey had already stopped supplying the reseller by then.
What's still unanswered
OneKey hasn't explained the reseller cutoff, and it hasn't detailed how it will verify which devices came from CryptoBilis. That matters for buyers who no longer have receipts, especially those who bought used. The company also hasn't said whether CryptoBilis is contesting the decision or whether any other resellers are affected.
The replacement program is the concrete next step. Applications are open now and close December 31. After that, affected customers are on their own.
