Getting help
There is a support desk, and it answers. It is at support.l2protocol.com.
You do not have to work out whether your question is important enough. If you are stuck, confused, or something looks wrong, open a ticket. That is what it is for.
Where to ask what
Four places, and picking the right one gets you an answer faster.
| Where | Best for |
|---|---|
| A support ticket | Anything about your own situation: a transaction, an address, a validator, an account, something that looks broken |
| This documentation | How something works, and how to do it step by step |
| Telegram and Discord | A quick question where any experienced user will do, and a second opinion |
| The block explorer | Checking whether the chain or your own setup is the problem |
The community channels are quick but nobody there owes you an answer, and nobody there can look anything up on your behalf. A ticket goes to someone whose job it is.
When to open a ticket
Whenever you would otherwise give up, guess, or ask a stranger to help you with your wallet. Concretely:
- a transaction that did not do what you expected
- a payment that has not arrived
- a validator that stopped doing what it should
- an error message you cannot place
- a page on one of our sites that will not work
- documentation that is wrong, missing or unclear
- anything where you are about to act on a hunch involving money
That last one matters most. A ticket costs you two minutes. A guess about a blockchain transaction can cost you everything you were holding.
What a ticket cannot do
Support can explain, investigate, correct our own mistakes and fix things on our side.
Nobody, support included, can reverse a confirmed transaction, recover coins sent to the wrong address, or restore a lost seed phrase. That is not a policy, it is how a blockchain works. Anyone who claims otherwise is running a scam, and that includes people who contact you claiming to be us.
We never ask for your seed phrase
Support will never ask for your seed phrase, your private key or your password. Not to verify you, not to investigate, not for any reason at all.
Real support only ever happens on a ticket you opened yourself at support.l2protocol.com. We do not send you private messages first, and anyone who does is not us.
Getting started
Create your support account takes a minute, and Open a ticket walks through asking well.