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Wallets · Transactions · Accounts
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Account · Transactions
WALLET & TRANSACTION SUPPORT
Your next step,made clearer.
Wallet questions shouldn’t leave you guessing. Get guidance with transaction concerns, follow your requests, and keep every support conversation in one place.
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A question. A ticket. A clearer picture.
Messages, attachments, and updates in your dashboard
01Wallet questionsUnderstand what you’re seeing.02Transaction contextBring the right details together.03Ongoing supportPick up where you left off.
A good place to start
Different questions.
A clearer next step.
Choose what brings you here. A little context helps turn a complicated question into a useful conversation.
Already have a ticket? Continue your conversation
Start with the details
Sent it. Still waiting?
Bring the transaction details together so the support conversation can start with the right context.
- Check the transaction status on the correct network’s block explorer.
- Compare the receiving address and network with the original request.
- Include the transaction hash and when the transfer was made.
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Support overview
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Find the right support.
Choose a support category to explore your options and find the right direction.
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Stay safe online. Never share your password, private keys, or wallet recovery phrase with anyone claiming to provide support.
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Support channels
AccountTransactions
One connected experience
Account guidance, transaction help, and customer care in one place.
HOW WE CAN HELP
Support for what matters.
Explore our support categories and find the guidance that best matches your question.
◎01
Wallet & account guidance
Find your next step with wallet activity, account access, and profile questions. Keep the details together in your support account.
Find out more
02
Transaction support
Ask about a transfer, share the relevant network and transaction reference, and follow the conversation as new information becomes available.
Find out more
03
A conversation that continues
Return to the same ticket, attach a helpful photo, and keep track of replies and account notices from your dashboard.
Find out more
✓
Contact SupportClear guidance, one step at a time
Choose the category that best matches your question.
From question to conversation
Less back and forth.
More context.
Your ticket brings the question, supporting details, and replies into one place. Return to the same conversation whenever you need to follow up.
Open your dashboardAdd the useful details
Include the asset, network, reference, and a screenshot if it helps explain what you see.
Keep the conversation going
Read replies, send follow-up messages, and review the ticket status from your dashboard.
One conversation
Keep your request and replies together.
Photo attachments
Show the issue when words aren’t enough.
Visible ticket status
See where your support request stands.
A little preparation goes a long way
Bring the context.
Keep your keys private.
Public transaction information helps explain an issue. Your wallet’s secret credentials should always stay with you.
A safer support conversation
Never send a recovery phrase, private key, password, or verification code in a ticket or message.
Read wallet security guidance (opens in a new tab)Before you open a ticket
Your support checklist
Use what you have available. This checklist stays on this page and does not submit any information.
Start a support requestA little clarity
Good questions.
Straightforward answers.
A few things to know before you start.
Have a different question?01What should I include in a support ticket?
Describe the issue in your own words, then add the asset, network, public transaction hash or reference, and the approximate date. A screenshot can help; cover passwords, recovery phrases, private keys, and unrelated personal information first.
02Does a pending status mean my funds are lost?
A pending status alone does not establish that funds are lost. Check the transaction on the correct network’s block explorer and distinguish its on-chain status from the status shown by your wallet or service. Include those details when asking for help.
03Do I need to connect my wallet to ask for help?
You can create a CustodialSupport account and open a ticket without connecting a wallet. Use the support conversation to share relevant public transaction details. Never share your recovery phrase or private key.
04Can support reverse a blockchain transaction?
Support can help review the information you provide and explain possible next steps. It cannot reverse a confirmed blockchain transfer or guarantee that funds can be recovered. Some issues require the receiving service or your wallet provider.
05Where will I see replies and updates?
Sign in to your dashboard and open Support tickets to continue your conversation. Your Notifications page contains account notices, while Withdrawals shows the records associated with your account.
A clearer conversation
Know where your
request stands.
From your first question to a useful answer, each status helps you understand what to do next. Explore the stages of a support ticket.
Start with your support accountInside your support accountPreview
Open
Request received
Your question has a place to live. Keep your wallet or transaction context together in one support ticket.
Your next step
Add any relevant public transaction details to your conversation.
Here to help
A clearer path
to support.
Whether you have a wallet question or a transaction to follow up, start with the details you have. Create a support account to keep your request and conversation together, or send a general enquiry.