At Phantom, our mission is to provide you with a secure and seamless experience using your wallet. Our support team is here to assist you when things don’t go as planned. This article outlines what our team can help with, what falls outside our scope, and how we maintain a safe and respectful support environment for all users.
What our support team can help with
Our support team is here to help you navigate your Phantom wallet with confidence. While we can’t access your wallet or control blockchain activity, we are equipped to provide guidance, troubleshoot common issues, and point you in the right direction when problems arise.
Troubleshooting wallet issues
App errors and crashes
If you’re encountering bugs, loading issues, or crashes in the Phantom app (mobile or browser extension), we can guide you through steps to resolve them or escalate the issue to our engineering team when needed.
Transaction display problems
When your wallet shows incorrect balances, pending transactions, or token visibility issues, we can help identify whether it’s a display bug, network issue, or something else, and offer advice on how to fix or confirm it.
Missing or unrecognized tokens
If tokens aren’t showing up in your wallet, we can walk you through adding them manually, verifying token legitimacy, or investigating potential scams or fake tokens.
Guidance on using wallet features
Token transfers and swaps
We can explain how to transfer tokens, use in-app swaps, and interpret error messages or failed attempts.
Connecting to dApps
If you’re unsure how to connect your wallet to a dApp, manage permissions, or approve a transaction, we’re here to help you do so safely.
Wallet settings and security
We can assist with enabling features like biometric security, customizing your display settings, or understanding how to back up your wallet and protect your recovery phrase.
General support and education
Understanding blockchain behavior
While we can't change on-chain activity, we can help explain what you're seeing on the blockchain, how transaction statuses work, and what to expect during network congestion or outages.
Phishing and scam awareness
We can offer tips to help you spot suspicious links, fake tokens, and social engineering attempts, as well as guide you through next steps if you believe your wallet has been compromised.
Navigating Phantom’s ecosystem
Whether it’s finding trusted resources, learning about updates, or understanding how Phantom fits into the larger Web3 space, our team is happy to help you stay informed and empowered.
What our support team can’t help with
While we strive to offer helpful and timely support, there are important limitations to what our team can do. Understanding these boundaries can help set the right expectations and ensure the fastest resolution to issues within our scope.
We don’t have access to private keys or seed phrases
Phantom is a non-custodial wallet, meaning you—and only you—control your wallet’s private keys and seed phrase. Our team can’t view, recover, or reset this sensitive information. Please keep your recovery phrase secure and never share it with anyone, including our support team.
We can’t reverse blockchain transactions
All transactions processed on the blockchain are final and immutable. This includes transfers, swaps, and smart contract interactions. Our team is unable to reverse, cancel, or modify any on-chain activity, regardless of the circumstances.
We don’t store IP addresses
While Phantom does collect IP addresses, they are not stored and are held only temporarily for the purposes outlined in our Privacy Policy. Under no circumstances will we use your IP address for marketing or advertising purposes, 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 don’t handle KYC or collect data submitted to third-party services
As a non-custodial wallet, we’re committed to collecting as little personal data as possible. We don’t collect information such as government-issued IDs, dates of birth, phone numbers, or physical addresses. We may collect limited information such as your email address (if you choose to sign up with one), public wallet address, and optional data like usernames or avatars. If you use third-party providers through Phantom, you may be required to complete Know Your Customer (KYC) verification with that third-party provider. These services are entirely separate from Phantom. We don’t collect or store any personal data submitted to third-party platforms, including identification documents or financial information. For questions or concerns about KYC data, please reach out to the third-party provider directly.
We don’t control token settings or blockchain behavior
Creators of tokens and smart contracts are solely responsible for configuring their assets. Phantom doesn’t have administrative privileges over how tokens function or appear in the wallet. Likewise, we have no authority over how any blockchain operates, and we can’t alter token metadata, supply, or visibility.
We don’t control third-party dApps
Phantom integrates with a wide array of decentralized applications (dApps), but we don’t own, maintain, or govern how they operate. The Phantom support team doesn’t have insight into dApp-related issues. If you encounter issues with a specific dApp, you’ll need to contact the dApp’s support team directly.
We can’t prevent assets from being airdropped
Due to the open nature of public blockchains, anyone can send tokens to any wallet address. For more information, see How to identify scam tokens.
We don’t assist with account reconciliations
Phantom doesn’t offer bookkeeping or reconciliation services for wallet activity. Users are responsible for tracking their transactions and balances using their own records or third-party portfolio tools.
When we may limit or suspend support
Our support team is here to help resolve your issues as quickly and efficiently as possible. We’re committed to providing respectful, effective support for all users. To maintain a safe and constructive environment for both users and our support agents, we reserve the right to suspend or limit support access under certain circumstances.
The following are examples of behavior that may result in the suspension of a support ticket or your ability to contact our team.
Abusive or inappropriate conduct
Verbal abuse, harassment, or discriminatory language
We don’t tolerate any form of abusive, harassing, or discriminatory remarks directed at our team or other users.
Threats of violence or harm
Any threatening language—including threats of self-harm, physical harm, or intimidation—may result in immediate suspension and escalation when necessary.
Hostile or intimidating tone
Communication that uses excessive capitalization, exclamation marks, or aggressive language in an attempt to pressure or intimidate support agents is unacceptable.
Repetitive or abusive behavior
Spamming or reopening resolved tickets
Repeatedly reopening closed tickets or contacting support about the same issue after receiving a response disrupts our ability to assist all users efficiently.
Bypassing restrictions
Creating alternate accounts or using different identities to evade a suspension or limitation is prohibited.
Persistent off-topic or irrelevant contact
Submitting repeated, unrelated requests that hinder other users’ access to support may result in restrictions.
Fraudulent or malicious activity
Impersonation or misrepresentation
Attempting to impersonate another individual, company representative, or legal authority is strictly prohibited.
Social engineering or deceit
Using deception to gain unauthorized access to accounts, data, or internal systems—including phishing or manipulative behavior—is a serious violation of our policies.
Intellectual property infringement
Trademark infringement
Using a mark identical or similar to a registered trademark without permissions to do so which could lead to consumer confusion.
Copyright infringement
Using copyrighted work without permissions to do so in ways that could violate someone else’s rights.
For more information about our Terms of Service and Privacy Policy, visit: