Phantom Support can help you troubleshoot wallet issues, understand what you are seeing in your wallet, and find the right next step when something does not go as expected. There are also some things Phantom cannot do, such as access your wallet, recover your Secret Recovery Phrase, or reverse onchain transactions.

Use this guide to understand what our team can help with, what falls outside our scope, and what behavior may limit access to support.

What the Phantom Support team can help with #

Our support team can provide guidance, help troubleshoot common wallet issues, and point you to the right resource when more information is needed. We cannot access your wallet or control blockchain activity.

Troubleshooting wallet issues #

App errors and crashes #

If Phantom is crashing, not loading, or showing an error in the mobile app or browser extension, we can guide you through troubleshooting steps. When needed, we may escalate confirmed issues to our engineering team.

Transaction display problems #

If Phantom shows an incorrect balance, a pending transaction, or a token visibility issue, we can help you check whether the issue is related to display behavior, network activity, or another cause.

Missing or unrecognized tokens #

If tokens are not showing in your wallet, we can help you check the token, add it manually when supported, or identify warning signs of fake or suspicious tokens.

Guidance on using wallet features #

Token transfers and swaps #

We can help explain how transfers and swaps work in Phantom, how to review error messages, and what to check if a transfer or swap does not complete as expected.

Connecting to apps #

If you need help connecting your wallet to an app, reviewing permissions, or understanding a transaction request, we can help you review the interaction more safely.

Wallet settings and security #

We can help you understand wallet settings, security features, and recovery phrase backup best practices.

General support and education #

Understanding blockchain behavior #

While we cannot change onchain activity, we can help explain transaction statuses, network congestion, outages, and other blockchain behavior that may affect what you see in Phantom.

Phishing and scam awareness #

We can help you identify suspicious links, fake tokens, social engineering attempts, and next steps to take if you think your wallet may be compromised.

Navigating Phantom’s ecosystem #

We can point you to trusted Phantom resources, product updates, and support articles so you can stay informed.

What the Phantom Support team cannot help with #

Some issues fall outside Phantom Support’s control. These limits exist because Phantom is a self-custodial wallet and because public blockchains and third-party apps operate independently from Phantom.

We do not have access to Secret Recovery Phrases or private keys #

Phantom is a self-custodial wallet. You are the only person who controls your wallet’s private keys and Secret Recovery Phrase. Our team cannot view, recover, reset, or replace this information.

Always store your recovery phrase in a secure, offline location. Never share it with anyone, including Phantom Support.

We cannot reverse blockchain transactions #

Transactions processed on the blockchain are final. This includes transfers, swaps, and smart contract interactions. Phantom Support cannot reverse, cancel, or modify onchain activity.

We do not store IP addresses #

Phantom may temporarily process IP addresses for the purposes described in our Privacy Policy, but we do not store them. We do not use your IP address for marketing or advertising, and our services are not designed to link your IP address with information that readily identifies you, such as your wallet address, username, or email.

We do not handle KYC or collect data submitted to third-party services #

Phantom is committed to collecting as little personal data as possible. We do not collect information such as government-issued IDs, dates of birth, phone numbers, or physical addresses.

If you use a third-party provider through Phantom, that provider may require Know Your Customer (KYC) verification. These services are separate from Phantom. Phantom does not collect or store personal data submitted to third-party platforms, including identification documents or financial information.

For questions about KYC data, contact the third-party provider directly.

We do not control token settings or blockchain behavior #

Token creators and smart contract developers are responsible for how their assets are configured. Phantom cannot change token metadata, token supply, token behavior, or how a blockchain network operates.

We do not control third-party apps #

Phantom can connect to many third-party apps, but we do not own, maintain, or control how those apps operate. If an issue is caused by a specific app, contact that app’s support team directly.

We cannot prevent assets from being airdropped #

Public blockchains allow anyone to send tokens to any wallet address. Phantom cannot prevent unknown or unwanted tokens from being sent to your address.

For more information, see Common token scams.

We do not assist with account reconciliations #

Phantom does not provide bookkeeping or reconciliation services for wallet activity. You are responsible for tracking your own transactions and balances using your records or third-party portfolio tools.

When we may limit or suspend support #

Phantom Support is committed to helping users in a safe, respectful, and constructive environment. We may limit, suspend, or close support access when behavior prevents our team from assisting users effectively or safely.

The following are examples of behavior that may result in a support ticket being closed or support access being limited.

Abusive or inappropriate conduct #

Verbal abuse, harassment, or discriminatory language #

We do not tolerate abusive, harassing, discriminatory, or demeaning language directed at our team or other users.

Threats of violence or harm #

Threats of self-harm, physical harm, violence, or intimidation may result in immediate support limitations and escalation when necessary.

Hostile or intimidating tone #

Aggressive language, excessive capitalization, repeated exclamation marks, or other attempts to pressure or intimidate support agents may result in restrictions.

Repetitive or abusive behavior #

Spamming or reopening resolved tickets #

Repeatedly reopening resolved tickets or contacting support about the same issue after receiving a response can slow down support for all users.

Bypassing restrictions #

Creating alternate accounts or using different identities to evade a support limitation or suspension is prohibited.

Persistent off-topic or irrelevant contact #

Submitting repeated unrelated requests that prevent our team from assisting other users may result in restrictions.

Fraudulent or malicious activity #

Impersonation or misrepresentation #

Attempting to impersonate another person, company representative, or legal authority is prohibited.

Social engineering or deceit #

Using deception to gain unauthorized access to accounts, data, or internal systems is a serious violation of our policies. This includes phishing or other manipulative behavior.

Intellectual property infringement #

Trademark infringement #

Using a mark that is identical or similar to a registered trademark without permission may violate someone else’s rights and may cause user confusion.

Copyright infringement #

Using copyrighted work without permission may violate someone else’s rights.

For more information, see our Terms of Use and Privacy Policy.

Legal inquiries #

Law enforcement and legal requests, including grand jury subpoenas, court orders, and similar legal processes, should be sent to legal@phantom.com.