Fake crypto support: where users should ask
Fake support can reach users through private messages, fake bots and look-alike sites. Give users an official place to ask.
Publish the support route
Put Help beside the action that failed. Link to that same place from your docs and your app's official site.
Tell users how to check your site address. A copied logo or team name does not prove who sent a message.
Real support never needs a private key or recovery phrase. Support messages should never ask users to approve spending or send funds.
A public transaction hash helps the team check a failure. It does not grant wallet access or prove who is chatting.
Treat messages with care
Uniswap Labs warned about fake WhatsApp and Telegram support in February 2025. Discord warned about scam bot messages in June 2023.
Phantom's support guide says its team does not start private social messages. Check the official route before opening a support link.
These warnings do not show how often teams move support away from Discord. Some teams use Discord cases, in-app support or both.
A February 2024 governance discussion asks about support scope, scam reports and escalation. Those questions describe a proposed service, not evidence of adoption.
Compare where users ask
| Route | What the team checks |
|---|---|
| Discord case bot | Private channel permissions, bot access and a clear official support entry. |
| In-app support | Site approval, case permissions and wallet labels that distinguish proof from a claim. |
A Discord case bot can give users private channels for help. The team still needs to collect the relevant wallet and transaction evidence.
An in-app widget puts Help beside the failure. Users still need to check the app's real address.
Templ's support widget In testing is a private corner chat inside your app where fake helpers can't reply. Chat cannot sign or send transactions.
Review your support page
- Link to one official place to ask.
- Name what support will never ask users to share.
- Explain how a user reaches a person.
- Keep wallet proof separate from a connected address.
- Test case access with accounts that have no team access.
Never share a private key or recovery phrase.
In testing means the feature is built and not yet open to every workspace. See availability.
Sources
- Uniswap Labs, Support scams, updated 2025-02-11.
- Discord, Scam and phishing bots, updated 2023-06-23.
- Phantom, Get help from Phantom, checked 2026-09-30.
- Ticket Tool, Documentation, checked 2026-09-30.
- Aave governance forum, Support proposal and comments, posted 2024-02-27 to 2024-02-29.
- Templ, Security, checked 2026-09-30.