Support Ops

Support Escalation Template When Funds May Be At Risk

A lightweight escalation template for crypto support teams handling potential wallet drain, wrong-network transfer, account takeover, or withdrawal-delay cases.

Educational only. Do not share seed phrases, private keys, passwords, two-factor codes, or recovery codes. This site does not provide investment, tax, legal, or trading advice.

Escalate Fast, But Keep The User Safe

When funds may be at risk, support teams need a clear escalation path that avoids false promises. The goal is to preserve evidence, stop unsafe follow-up actions, route the case to the right owner, and avoid asking for private wallet or account secrets.

Escalation Fields

Ticket ID
Risk type
Asset and network
Public transaction hash
Time discovered
User action already taken
Links or accounts involved
Current funds-at-risk status
Internal owner and next review time

User-Facing Reply

We are escalating this because funds or account access may be at risk. Please do not share seed phrases, private keys, passwords, OTP codes, or recovery codes. Do not sign more wallet prompts from the suspected site. We may ask for public transaction hashes, screenshots with private details removed, and the exact URL involved.

Internal Review

Label whether the case is wallet drain, wrong-network transfer, account takeover, delayed withdrawal, fake support interaction, or policy review. Assign an owner and set a next-review time so the ticket does not disappear into a general queue.

What Not To Promise

Do not promise recovery, reversal, reimbursement, or legal outcomes unless the team has an approved policy and authority to do so. Clear next steps are better than unsafe reassurance.