wallet access
Having trouble accessing a wallet? First safe checks
First, identify whether you use a self-custody wallet or an account held by a provider. The right support route depends on who controls access.
Read the guideHelp guides
transactions
How to find and check a transaction hash
A transaction hash identifies a blockchain transaction. It helps you look up the transfer without signing in to someone else's wallet.
Read the guidescam awareness
What to save after a suspicious crypto payment
Keep a factual record of what happened. A clear timeline helps you explain the issue to a provider or appropriate reporting body.
Read the guidesecurity
Keep your recovery phrase private
A recovery phrase can give someone control of a wallet. Treat it as a private credential, not a support reference number.
Read the guidewallet access
Wallets and exchange accounts: who controls access?
Start by finding out who holds the private keys. A familiar app screen does not tell you whether it is a self-custody wallet or a provider account.
Read the guidewallet access
What wallet recovery terminology actually means
A login reset and a wallet restore are different processes. Be clear about which problem you have before following instructions.
Read the guidewallet access
What support needs to know about a wallet issue
A clear description is usually more useful than a large collection of personal records. Start with the question you want answered.
Read the guidetransactions
What do transaction confirmations mean?
A confirmation describes progress on a blockchain network. It is different from a provider crediting an account.
Read the guidetransactions
Why a transfer may still be pending
Pending can describe a platform request or a transaction on a network. First establish which status you are looking at.
Read the guidetransactions
Read a blockchain explorer without connecting your wallet
An explorer lets you look up public network records. Reading a transaction does not require sharing a private credential.
Read the guidescam awareness
Check a suspicious platform's exact identity
An exact website address matters. A name or logo can be copied, and a warning may concern a clone rather than the genuine firm.
Read the guidescam awareness
Recognise a follow-up recovery scam
Someone who contacts you after a loss may be trying to obtain another payment rather than provide real help.
Read the guidescam awareness
Who to contact after suspicious crypto activity
Different organisations have different roles. Start with the relevant provider and the official reporting route for your country.
Read the guidesecurity
Check a support message before you click
A message can look familiar and still come from an impersonator. Pause when a request is unexpected or urgent.
Read the guidesecurity
Connections and token approvals are different
A wallet connection and a spending approval are separate actions. Check what you are being asked to sign.
Read the guidesecurity
Protect an exchange account
Use the account provider's current security settings and instructions. Support should never need your password or authentication code.
Read the guideNeed Help With Crypto? We're Here.
Start by telling us what you need help understanding.