What should I include in a support request?
3 min readInclude the affected product, network, public record reference, time in UTC, observed status, expected outcome, and a sanitized error message. This helps distinguish an old attempt, missing public evidence, and an operation-specific problem.
Make the problem reproducible in words
Describe what you were trying to do, the product and network involved, the time in UTC if available, and what the screen or response showed. State what you expected instead. Include the public record or operation reference with its label, rather than sending an unlabeled hash. If there were several attempts, say which one the question concerns. These details help support distinguish a current issue from a historical record that is behaving as expected.
Sanitize screenshots and error details
A screenshot can help with layout or status wording, but inspect it before sharing. Remove credentials, customer information that is not needed, and unrelated private records. A copied error can also contain sensitive data, so share only the relevant sanitized portion. Keep the original reference intact where it is safe and public. Never provide a password, recovery phrase, access token, or signing share as evidence that you own an account or wallet.
Describe uncertainty without creating more actions
If a response was lost or a status is unconfirmed, say that clearly rather than reporting a definite failure you cannot establish. Keep the original operation reference and avoid repeating consequential requests solely to produce a clearer screenshot. Mention whether you checked the authorized account view or external transaction record and when. A good ticket lets the team investigate the existing event first, then advise on the supported next step without needing unnecessary access to your private material.
What to do next
Use the contact page. Never include passwords, passkeys, access tokens, recovery material, or private key shares.