# Support & Community > **Warning:** Only trust official links. Scammers impersonate support — the team will never DM you first asking for your seed phrase or wallet access. If someone contacts you claiming to be from onchain.cc or Bitso support and asks for wallet access or your seed phrase, it is a scam. Report it and block them. *** ## Official Channels | Channel | Link | Purpose | | --------------- | -------------------------------- | -------------------------------------------------------- | | **Discord** | | Primary support — help channel, community, announcements | | **X / Twitter** | | Platform announcements and updates | | **Website** | [onchain.cc](https://onchain.cc) | Official platform and documentation | When in doubt about whether a link is legitimate, navigate directly to [onchain.cc](https://onchain.cc) and find official links there. *** ## Getting Help on Discord Discord is the fastest path to a real answer. The community and support team are active 24/7. **How to get help:** 1. Join the official Discord server at . 2. Head to the **#support-tickets** channel: 3. Describe your issue clearly — include your Terminal EVM address, the type of transaction (swap, deposit, withdrawal, etc), if the transaction is in Spot or Perps, the menu where the issue happened, etc. If your question is about a specific trade please provide the transaction signature, you can find this in your wallet's transaction history. 4. A team member or community moderator will respond. For general questions, the community chat channels are also a good resource — many common issues have been answered there already. *** ## What Support Can Help With * Questions about how the platform works * Troubleshooting failed or stuck transactions * Help understanding fees, gas, or slippage settings * Quest and Colosseum questions — points, rank, loot boxes, session results * Login or wallet connection issues * Reporting a bug or unexpected platform behavior * Reporting scam accounts or phishing attempts *** ## What Support Cannot Help With onchain.cc is a self-custody platform. This means you control your own wallet and private keys — and it means some things are simply not possible to reverse or recover, by design. Support **cannot**: * Recover funds sent to the wrong address * Reverse completed on-chain transactions — once confirmed on any chain, transactions are final * Access your wallet or move funds on your behalf * Reset or recover your private key or seed phrase — only you hold these * Override smart contract logic or DEX routing decisions * Guarantee outcomes in Colosseum disputes about scoring or prize distribution If you have lost access to your seed phrase, that wallet's funds cannot be recovered by onchain.cc or anyone else. This is the fundamental property of self-custody. Store your seed phrase securely and offline. *** ## Security Reminders * The onchain.cc team will **never** DM you first. * No legitimate support agent will ever ask for your seed phrase, private key, or to connect your wallet to an external site. * Always verify you are on the official domain — **onchain.cc** — before connecting your wallet. * Bookmark the site after your first visit and use that bookmark, not search results or links in DMs. --- # Agent Instructions: Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://onchain-cc.gitbook.io/onchain-docs/resources/support.md?ask= ``` The question should be specific, self-contained, and written in natural language. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.