Good questions
A transaction that looks wrong, an app that behaves unexpectedly, a feature that does not work as described, a question about how a reward was calculated, or a report of a phishing site.
Support
Support
Support can help with transactions, app behaviour and security questions. It cannot restore a lost recovery phrase, reverse a broadcast transaction, or make a wrong network selection reversible — and we would rather be straight about that than optimistic.
What support can help with
Things nobody can do
Restore a lost recovery phrase, cancel or reverse a broadcast transaction, recover funds sent to the wrong network or address, or recover a balance handed to a scammer.
We will never ask for your recovery phrase
Not for verification, not for a ticket, not by any agent on any channel. If a message claiming to be support asks for those words, it is a scam — close it and read why we never ask. Support answers questions; it never needs your secret.
Sending an effective request
Most slow tickets are slow because of missing context. Including these four things usually turns a multi-day exchange into a single reply:
- Your public address — the one starting with 0x. This is public information and safe to share.
- The transaction hash if one is involved. The long 0x… string from the transaction detail view.
- App version and device — the version from settings, plus device model and OS version.
- What you expected and what happened, in two sentences.
Never include a recovery phrase, a private key, or a screenshot showing either. If you are unsure whether a file is sensitive, describe it instead of attaching it.
What to expect
- A reply from a person, not an autoresponder promising a resolution time we do not control.
- A question, sometimes. Support will ask for the transaction hash or the app version. That is normal and it is the fastest route to an answer.
- An honest no, when it is one. If a transaction was signed by you, we will say so rather than implying the system failed.
- No guarantees. We cannot promise an outcome for a self-custodial wallet, because we do not control it.
If you have lost access
If you no longer have your recovery phrase, nobody can restore access — not support, not us, not anyone. This is the direct consequence of self-custody, and it is the same property that means no one else can take your funds. See self-custody for why the trade-off is worth it and how to avoid repeating the situation.
Reporting a scam
Send us the URL of the fake page and, if funds were lost, the address they went to. Reporting the address helps others: exchanges and explorers can flag it, and warnings propagate further than any single report.
Do not send the phrase the scammer already has — they already have it, and telling us changes nothing. What helps is the address that received your funds.
Community channels
For anything that does not need a private reply, the community is usually faster and always public — which is also a useful check on advice you have been given.