Safe information for support

Support can investigate many issues using public transaction data, app version and a description of what you see. It does not need wallet secrets.

Usually safe to share#

• app version and operating-system version;
• the public wallet address involved, when needed;
• transaction hash and network;
• provider order ID;
• non-sensitive screenshots with balances or personal data redacted;
• exact error text;
• approximate time and steps that produced the issue.

Never share#

• recovery phrase;
• private key;
• app PIN or device passcode;
• one-time authentication code;
• unredacted identity document through an unofficial channel;
• screen sharing that reveals a secret;
• remote access to the device;
• a transfer made only to verify ownership.

Before submitting#

Open support through Official links. Remove notification previews, addresses unrelated to the case and personal details from screenshots.