Triage
Collect public details only
Good troubleshooting starts with safe information: app version, device model, approximate time, public transaction ID where applicable, and screenshots that do not expose private data.
Do not post recovery words, QR codes containing secrets, wallet files, or full screen recordings of a restore flow.
Reference Table
Common issue map
| Wallet still syncing | Wait for sync and check network | Do not restore repeatedly on random sites. |
| Pending transaction | Record transaction ID and provider reference | Do not send keys to a support form. |
| App update concern | Verify store listing and release channel | Avoid mirrored files from ads. |
| Balance mismatch | Let sync finish and verify wallet restored correctly | Do not assume a web validator is safe. |