Wallet support is one of the most impersonated things on the internet, because the payoff is immediate: one phrase typed into one form empties a wallet permanently.
What we will never do
- Ask for your recovery phrase, a share of it, your passphrase, private key or password. There is no situation, no verification step and no emergency in which that is a real request.
- Message you first — not by direct message, not by email, not in a chat.
- Ask you to "validate", "synchronise" or "restore" your wallet on a website.
- Publish a support phone number. There is no phone number to call.
- Ask you to install remote-access software so somebody can look at your screen.
Where a real answer comes from
This help centre, and the address published in our Privacy Policy and Terms. Nothing else is us — not a search result with a phone number, not an account with our logo, not a person who appeared in your messages after you posted about a problem in public.
If you have already typed your phrase somewhere: move the funds to a wallet created from a new phrase, immediately. A phrase that has been shown to anybody is spent.
Related
Still stuck?
The address in our Privacy Policy reaches a person — use it for privacy requests, security reports and anything this page could not answer.
One rule
Support will never ask for your recovery phrase, private key or password, and never messages you first. Anyone who does is not us — whatever address, avatar or logo they use.