Ledger has asked CryptoBilis, a reseller in Southeast Asia, to pause all sales and shipments of its hardware wallets while it investigates reports of missing customer funds. The company described the halt as a precaution pending the investigation, rather than a finding about what caused the losses.

In an October 9 statement, Ledger Support said the reports involved users who bought products from that reseller. It recommended that customers who purchased devices there within the past 90 days avoid initiating setup if they have not already done so.

For customers who have already configured their devices, Ledger said they should consider moving assets to a new Ledger signer with a new seed. That distinction matters: the company’s recommendation specifies a new seed, not simply another device using the existing one. Ledger directed customers with questions to its official support channels.

Cause and scale remain unresolved

CoinDesk reported allegations of substantial thefts but said neither the total losses nor the connection between the reported incidents had been independently confirmed. Ledger’s own statement did not identify a cause, quantify losses, or establish how many customers were affected.

Possible device tampering should therefore not be treated as a confirmed explanation. Nor does the announcement establish a breach of Ledger’s own systems or implicate devices purchased through other sellers.

The immediate development is a reseller-specific sales pause and a targeted customer advisory. Ledger said it would continue providing updates as its investigation progresses; the scope and mechanism of the reported losses remain open questions.