Start with the type of account
A wallet you control yourself works differently from an account held by an exchange. We help you distinguish an app issue, a missing balance display and an account login problem before you take an action that could make things harder.
Work through the details
Tell us the app or provider name, device type and the error you can see. We can help explain network selection, token display, app updates and the official help route. Check the provider documentation before deleting data, reinstalling an app or attempting a restore.
When the provider must act
Only the account provider can decide its identity checks, access restrictions or login recovery process. Enter credentials only in the genuine provider interface. A lost self-custody credential is a different problem from a forgotten exchange password.
What to bring to the conversation
A short description, the wallet or platform name and non-sensitive error text are a good start. Keep passwords and wallet recovery information to yourself.