Service & help
Support
Support starts by collecting non-secret diagnostic information such as network name, transaction hash, public address, and the observed error.
Scope and how to use it
Support starts by collecting non-secret diagnostic information such as network name, transaction hash, public address, and the observed error. When working with Support, separate what the interface displays from facts that can be verified on-chain. A wallet can organize information and prepare requests, but the network, address, contract, and final transaction state still need independent context. If a critical field cannot be explained, stop before confirming and verify it again instead of responding to urgency from a page, an unknown contact, or short-term market movement.
Support does not need a seed phrase, private key, or verification code, and users should not expose those secrets in tickets, chats, or screenshots. In a real workflow, Support should not be reduced to a single click or one status message. Review the network, account, requested action, amount, and permission scope as separate checkpoints so inconsistencies become visible earlier. If a critical field cannot be explained, stop before confirming and verify it again instead of responding to urgency from a page, an unknown contact, or short-term market movement.
- Confirm that the network, address, or contract involved in Support matches the intended context
- Use public information for verification and never submit a seed phrase, private key, or verification code
- Treat signatures, approvals, transfers, and contract calls as separate decisions rather than permanent trust
Identify the object first, then the action, then the expected result.
Questions users commonly face
Support does not need a seed phrase, private key, or verification code, and users should not expose those secrets in tickets, chats, or screenshots. In a real workflow, Support should not be reduced to a single click or one status message. Review the network, account, requested action, amount, and permission scope as separate checkpoints so inconsistencies become visible earlier. If a critical field cannot be explained, stop before confirming and verify it again instead of responding to urgency from a page, an unknown contact, or short-term market movement.
For transfer or DApp issues, separating wallet display problems, network-state problems, and third-party contract problems helps narrow the investigation. Risk often hides inside familiar-looking details. Similar names, addresses, domains, and repeated confirmation dialogs can make a request feel routine even when the underlying target or authority is different. If a critical field cannot be explained, stop before confirming and verify it again instead of responding to urgency from a page, an unknown contact, or short-term market movement.
- Confirm that the network, address, or contract involved in Support matches the intended context
- Use public information for verification and never submit a seed phrase, private key, or verification code
- Treat signatures, approvals, transfers, and contract calls as separate decisions rather than permanent trust
Before transferring, verify address, network, and amount; before signing, read the request.
Verification and risk boundaries
For transfer or DApp issues, separating wallet display problems, network-state problems, and third-party contract problems helps narrow the investigation. Risk often hides inside familiar-looking details. Similar names, addresses, domains, and repeated confirmation dialogs can make a request feel routine even when the underlying target or authority is different. If a critical field cannot be explained, stop before confirming and verify it again instead of responding to urgency from a page, an unknown contact, or short-term market movement.
Support starts by collecting non-secret diagnostic information such as network name, transaction hash, public address, and the observed error. After a Support action, review the final state and retain non-secret reference information such as the transaction hash, network name, or contract address when relevant so later verification is possible. If a critical field cannot be explained, stop before confirming and verify it again instead of responding to urgency from a page, an unknown contact, or short-term market movement.
- Confirm that the network, address, or contract involved in Support matches the intended context
- Use public information for verification and never submit a seed phrase, private key, or verification code
- Treat signatures, approvals, transfers, and contract calls as separate decisions rather than permanent trust
Third-party DApps and smart contracts can introduce risk, so stop and re-check unfamiliar requests.
Useful next steps
Support starts by collecting non-secret diagnostic information such as network name, transaction hash, public address, and the observed error. After a Support action, review the final state and retain non-secret reference information such as the transaction hash, network name, or contract address when relevant so later verification is possible. If a critical field cannot be explained, stop before confirming and verify it again instead of responding to urgency from a page, an unknown contact, or short-term market movement.
Support does not need a seed phrase, private key, or verification code, and users should not expose those secrets in tickets, chats, or screenshots. When working with Support, separate what the interface displays from facts that can be verified on-chain. A wallet can organize information and prepare requests, but the network, address, contract, and final transaction state still need independent context. If a critical field cannot be explained, stop before confirming and verify it again instead of responding to urgency from a page, an unknown contact, or short-term market movement.
- Confirm that the network, address, or contract involved in Support matches the intended context
- Use public information for verification and never submit a seed phrase, private key, or verification code
- Treat signatures, approvals, transfers, and contract calls as separate decisions rather than permanent trust
Keep public references such as transaction hashes and review connections or approvals that are no longer needed.
imtoken
Keep the network, request, and expected result visible
Review the details before transferring, signing, approving, or interacting with a contract.