Support Channels
Users may submit support requests through the platform support page or maintenance support page where available. Support communications may relate to account access, profile issues, KYC, project applications, payment orders, wallet connection, token delivery, documents, or technical issues.
Information to Include
A support request should include a clear description, relevant project name, application ID if available, payment order details if available, transaction hash if applicable, network, wallet address, screenshots, and supporting documents that do not contain secrets.
Attachments
Support may allow image, text, and PDF attachments. Do not attach seed phrases, private keys, recovery codes, wallet backup files, passwords, or unrelated sensitive information. If you submit a seed phrase or private key, treat it as compromised and move assets immediately if possible.
Response Times
Support response times may vary based on complexity, verification requirements, payment review, project dependency, maintenance, security incidents, or compliance review. Automated receipt of a ticket does not guarantee immediate resolution.
Ticket Statuses
Tickets may be marked open, awaiting admin, awaiting user reply, resolved, or closed. A closed ticket may no longer accept user replies. You may need to open a new ticket for a separate issue.
Complaints
If you believe an issue was handled incorrectly, you may submit a complaint through support with the word complaint in the subject or category where available. Provide relevant records and explain the outcome requested. Complaints may require additional review time.
Limitations
Support cannot provide investment, legal, tax, wallet recovery, seed phrase recovery, guaranteed refund, guaranteed allocation, or guaranteed token listing assistance. Support may not disclose detailed AML, sanctions, fraud, or security reasons for certain decisions.