What Swap Support will never ask for – Swap

Swap support will never ask for secret information — information that can give someone access to your wallet, let them approve an action for you, or control your funds. We do not need this information to investigate an issue.

Never share

Never share any of the following, including with someone claiming to represent Swap:

your recovery phrase, also called a seed phrase — the list of words that can restore access to your wallet;
your private key — the secret code that proves you can control the wallet;
your wallet password — the password you use to open your wallet app or browser extension;
one-time passwords or two-factor authentication (2FA) codes — temporary codes used to confirm a sign-in or action;
remote access — the ability for another person to view or control your device through special software.

Support will also never ask you to transfer funds to verify, troubleshoot, or unlock your wallet.

What support may ask for

To investigate an issue, support may ask for:

your public wallet address — the wallet identifier that is visible on the blockchain and does not provide access to your funds;
the network name — the blockchain where the operation took place, such as Ethereum;
a description of what happened;
a screenshot or screen recording without secret or unrelated information;
the Request ID — the unique request number shown by Swap;
the transaction hash — the unique identifier of a blockchain transaction, if one is shown.

This information helps us find the operation and check what happened. It does not provide access to your wallet or funds.

If someone asks for secret information

If a website, bot, or person asks for secret wallet information:

do not share anything;
do not open links they send;
do not connect your wallet;
do not sign a transaction or message in your wallet — signing is a digital confirmation of an action;
stop the conversation.

Open the official Swap website and contact support through the channel listed there.