Support
Customer support
After this, you'll know how to reach the support team and how to get your issue solved quickly.
Support runs on Telegram. Click the chat icon in the navigation bar to open a conversation with a support specialist. The support team is made up of experienced Ballistic users, so you are talking to people who have run launches themselves.
How to get help
Open the chat from the chat icon in the top navigation bar. That is the one support channel, so you don't need to hunt for an email or a form.
How to structure your request
To get your issue solved on the first reply, include:
- your Ballistic account wallet address
- the token address the issue is about, if there is one
- anything needed to reproduce the problem, if it is a bug
- a short description of the issue or your question
The more of this you include up front, the faster the team can act without going back and forth.
What can go wrong
| Symptom | Likely cause | Fix |
|---|---|---|
| Someone asked for my private key or seed phrase | This is a scam: support will never ask for it | Never share your private key or seed phrase with anyone. Support doesn't need it to help you. |
| No reply to my request | The chat was not opened from the official channel | Open the chat from the chat icon in the top navigation bar inside Ballistic, not from a link someone sent you. |