Open a ticket
New ticket in the menu, or the box on the front page where you sum your question up in one line and fill in the rest on the next step. If you are not signed in yet, your question comes along through the sign-in.
The form
Subject is one line. Write what happened, not "help" or "problem". Validator stopped signing after a restart tells us more than three paragraphs of introduction.
What is going on is the body, and it takes formatting: headings, lists, links and code blocks. Use a code block for anything the computer wrote, because a log line pasted as plain text loses its line breaks and becomes unreadable.
Type says what kind of thing this is.
| Type | Use it for |
|---|---|
| Question | You want to know how something works |
| Incident | Something that worked has stopped working |
| Problem | Something is wrong and it keeps happening |
| Feature request | You would like something to exist that does not |
Priority is how much it hurts, from Low to Urgent. Be honest rather than tactical. Marking everything urgent does not move you up the queue, it only makes the label useless when something really is on fire.
Attachments take up to five files of 10 MB each. You can also paste a screenshot straight into the description and it is attached automatically.
Depending on the type you pick there may be a few extra fields. They are there because the answer needs them, so filling them in saves a round trip.
What gets you a faster answer
The form has this checklist next to it, and it is worth following.
The chain and the node this happens on. Which chain, and if you run a node, which one.
What you expected, and what happened instead. Both halves. "It does not work" leaves us guessing at what "work" meant.
The exact line from the log, in a code block. Not a summary of the error. The error.
A transaction hash or an address, when there is one. With it we can look the whole thing up in seconds. Without it we have to ask, and that costs a day.
Screenshots as attachments. Whole window, not a crop of the part you think matters.
What is safe to include
Addresses, transaction hashes, block numbers, error messages, screenshots and log files. All of it is public or harmless, and all of it helps.
Never include your seed phrase, your private key or your password. Not in the description, not in a screenshot, not in a log file. Support will never ask for them, and anything you can prove with them can be proven another way. If you have already sent one to anyone, treat that wallet as lost and move what is in it now.
After you send it
The ticket opens with a number, and a confirmation lands in your inbox. From there it is a conversation: see Follow your ticket.
A short question
If it is genuinely a quick one, the community on Telegram and Discord is often faster, and the links are on every page of our sites. Come back and open a ticket if the answer does not turn up, or if it concerns your own coins.