Jade is compatible with iOS and Android devices using Bluetooth. However, a poor pairing can sometimes cause connectivity issues with your companion device. Only the mobile version of the Blockstream app currently supports pairing with Jade via Bluetooth. It is normal for Jade to not be recognized when using a computer.
Note: Jade is a self-custodial signing device. Blockstream support cannot access, reset, or recover your recovery phrase, PIN, or funds, and cannot sign transactions for you. Keep your recovery phrase private. Anyone who has it can move your bitcoin.
If the troubleshooting steps below do not resolve your issue, it may help to factory reset Jade, reboot your phone, or try pairing on another device to rule out mobile-specific errors.
Resolve Bluetooth Issues
Connection Timeout or Pairing Error
Completely resetting all pairing information is often effective in resolving timeout or pairing issues.
- In your phone's system settings, forget the Jade device from the Bluetooth list. Then, reboot both your phone and the Jade device. Try to pair again using the Blockstream App. If unsuccessful after a few attempts, continue with the steps below.
- On Jade, try Reset Pairings.
- Uninitialized Jade: Navigate to Options → Settings → Bluetooth → Reset Pairings.
- Initialized Jade: Access a session via USB or QR login, then navigate to Options → Settings → Bluetooth → Reset Pairings.
- In the Blockstream app, go to App Settings and disable Tor or other custom network configurations. Then, force close the app completely.
- Retry pairing. When the pairing codes appear on both Jade and your phone, confirm the code on Jade first, then on your phone.
Jade Not Recognized
If Jade is not appearing in the Bluetooth list or connection attempts fail, follow these steps:
- Confirm that Bluetooth is enabled on Jade:
- Uninitialized Jade: Navigate to Options → Settings → Bluetooth → Status: Enabled.
- Initialized Jade: Log in via USB or QR, then go to Options → Device → Settings → Bluetooth → Status: Enabled
- Ensure you are running a firmware version that supports Bluetooth. If unsure, update to a radio-enabled firmware using the Upgrade Web Portal.
- On your mobile phone, check the system-level settings for the Blockstream app:
- Ensure Bluetooth permissions are enabled.
- Disable Do Not Disturb on your phone, as it may block permission prompts.
For Android 11 or earlier: Enable location services for the Blockstream app.
Note: This is a platform requirement—the Blockstream app does not use or store your location.
Signing Issues
Use these steps when Jade is connected but a transaction will not sign.
- Confirm the app and Jade are unlocked to the same wallet. A transaction created on one wallet cannot be signed by a different wallet or recovery phrase.
- Confirm both devices are set to the same network, Bitcoin or Liquid. A Liquid transaction will not sign on a Jade set to Bitcoin.
- When the transaction details appear on Jade, review them on the device screen and select to approve. Always verify the amount and address on Jade itself, not only in the app.
- If the transaction never appears on Jade, the connection dropped mid-session. Reconnect Jade, reopen the wallet in the app, and create the transaction again.
- Make sure Jade's firmware is current. Update through the Upgrade Web Portal if a newer version is available.
Still Need Help?
The fastest way to reach support is from inside the app, because the report includes your logs. Open the app, go to the Settings tab, tap Support, enter your email and a short description of the issue, keep Share Logs checked, and tap Submit. See Submit log data for troubleshooting.
If these steps do not resolve the issue, you can also submit a request on the Help Center. Include the Jade model and firmware version, the Blockstream app version, your phone or computer model and operating system version, the connection method (Bluetooth or USB), and the exact wording of any error message (a screenshot helps).
Do not include your recovery phrase, PIN, or any 2FA codes. Support will never ask for them.