Interview
Where users actually get stuck
Self-custody sounds simple until it fails. Tomas Rehak designs hardware wallets and sees every week which step trips people up. A conversation about design choices and human error.
In conversation with
Tomas Rehak — Hoofd Productontwerp, een Europese hardwarewalletfabrikant
What goes wrong in practice?
Rehak: 'Almost never the technology. It goes wrong at the backup. People photograph their recovery words, store them in a notes app, or leave the paper in the same drawer as the device. That is not two copies, that is one risk.'
'The second classic is the untested backup. A recovery you never performed is an assumption, not a certainty.'
Why people lose access
Distribution of support cases at this manufacturer, as described in the interview.
- Backup missing or incomplete41%
- Words copied incorrectly22%
- Phishing or fake support19%
- Device failure without backup11%
- Forgotten passphrase7%
Why does the seed phrase still exist?
Rehak: 'Because it is the only format that works without us. If we disappear tomorrow, a user with twelve or twenty-four words can still recover elsewhere. Every alternative that leans on a service adds a party that can fail.'
'That does not mean the design cannot improve. Multi-key setups where two of three suffice remove enormous pressure from one piece of paper. That remains far too complicated for ordinary users.'
How do you test a backup safely?
The safest test is a recovery on a second, empty device, which you then wipe. You confirm the words work without touching your main holdings.
Backup test in four steps
- 01
Recover on an empty device
Use your backup words, not the original
- 02
Check the first address
Same address means same key
- 03
Wipe the test device
Factory reset
- 04
Store copies apart
Two locations, no digital photo
What would you tell users?
Rehak: 'Do not self-custody more than you are willing to lose to your own mistake. For many people a mixed setup is realistic: part with a licensed custodian, part on your own keys.'
'And write down what should happen when you are gone. Digital inheritance is the most ignored failure mode in this entire field.'
Najczęstsze pytania
Is a hardware wallet safer than an exchange?
Against a platform breach, yes, but you take on the risk of your own mistakes. Without a tested backup it is not safer.
Can I photograph my recovery words?
No. A photo ends up in a cloud backup and becomes digitally reachable by others.
How do I test a backup safely?
Recover on a second, empty device, verify the first address matches, then wipe the test device completely.
About the author
Bram test wallets, hardware devices en self-custody-setups. Hij schrijft over phishing, scams en hoe je je sleutels veilig beheert.