Instructions to contact Support

Here’s how to contact @Support on the forum in case you experience issues with one of your transactions, such as shielding, unshielding or trading.

1) Login to the forum

2) Tap your Avatar

3) Tap the mail-icon twice

4) Tap New Message

5) Tap the Add a user input field and enter @Support

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6) Enter your issue in the text box, along with the relevant information

Here’s what information is needed in which scenario. Feel free to include any extra information you feel is relevant.

Delay in receiving shielded coins

If the explorer of the external chain shows that your deposit was completed successfully, please supply Support with the following information:

+ A screenshot of the deposit details

  • Tap the Assets tab on your home screen
  • Tap the top right to select the keychain you shielded from
  • Tap the coin you shielded
  • Tap the transaction labeled ‘Shield’
  • Take a screenshot

+ The Deposit transaction hash

  • This can be found in your external wallet, or from the explorer of the external chain

Delay in receiving unshielded coins

If your unshielded coins are delayed in reaching your external account, please supply Support with the following information:

+ A screenshot of the withdrawal details

  • Tap the Assets tab on your home screen
  • Tap the top right to select the keychain you unshielded from
  • Tap the coin you unshielded
  • Tap the transaction labeled ‘Unshield’
  • Take a screenshot

Delay in trade resolution

If your coins do not return to your wallet after an unsuccessful trade, please supply Support with the following information:

+ A screenshot of the Unsuccessful Trade

  • Tap the Trade tab on your home screen
  • Tap the top right to select the keychain you traded from
  • Tap Order history at the bottom right
  • Tap the trade
  • Take a screenshot

We are constantly working to improve the user experience. While delays may occasionally happen, please be rest assured that if the correct flow is followed, funds cannot be lost. Thank you for your patience. One of the Support team will get back to you as soon as possible.

You can also reach us directly at this link:

we.incognito.org/g/support

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