Start with the symptom
Collect non-secret evidence
Describe what you can observe: the network, transaction hash, status label, token contract or DApp domain. These details can help isolate a problem without exposing wallet secrets. A seed phrase, private key, recovery phrase or verification code is never needed for ordinary troubleshooting.
If the issue follows a transfer, separate “submitted,” “included in a block,” and “visible in the destination interface.” Each stage can require a different check.
- Keep transaction hashes and network names
- Never share recovery secrets
- Describe what happened before and after the issue
Check the network and transaction
Use on-chain records
Use the transaction hash with the appropriate block explorer to see whether the transaction was broadcast, included, failed or is still pending. Confirm that the explorer belongs to the same network you intended to use.
For token display issues, compare the token contract and network rather than relying on a name or symbol alone.
- Match the explorer to the network
- Check transaction status before retrying
- Verify token contracts independently
Respond to a security concern
Stop risky actions first
If you entered information on a suspicious site, approved an unfamiliar contract or allowed remote control, stop further signing and review connected DApps and approvals. Do not follow instructions from someone who asks for a seed phrase or private key to “fix” the issue.
Use a trusted device and network when reviewing wallet security. If an approval is no longer needed, consider revoking it based on the network and token involved.
- Stop additional signatures and approvals
- Review connected DApps
- Consider revoking unnecessary permissions
Prepare useful information
Share context, not secrets
Useful support context includes the network name, public wallet address when appropriate, transaction hash, approximate sequence of steps, browser or app version and the exact error text. Avoid screenshots that accidentally reveal recovery information.
This page does not invent phone numbers, email addresses or social-media accounts. Use only contact methods that are actually published through verified product channels.
- Share public transaction context only when needed
- Remove sensitive data from screenshots
- Use verified product channels