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What Information Is Safe to Give Wallet Support?

Gem Wallet support can investigate app behavior and public blockchain activity without your Secret Phrase or private key. A useful report normally needs the affected wallet's public address, network, transaction details, and a clear description of what happened.

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Never give anyone your Secret Phrase or private key. Anyone with either one can control the wallet. Gem Wallet support does not need them to investigate an issue.

Use an Official Support Channel​

The safest way to contact support is from an official Gem Wallet installation:

  1. Open Gem Wallet.
  2. Select Settings.
  3. Select Support.
  4. Describe the issue and attach only images you have reviewed for private information.

If you cannot access the app, email [email protected]. Verify the complete email domain before replying.

Gem Wallet support may respond with explanations or links, but it cannot take control of a self-custodial wallet, reverse a confirmed transaction, or restore stolen funds.

Information That Is Safe to Provide​

The following information helps support reproduce or investigate most issues:

  • Your public wallet address for the affected network.
  • A public transaction ID or hash.
  • The blockchain network and asset name.
  • The token contract address, when a token is involved.
  • The transaction status, amount, time, and recipient shown by the explorer.
  • Your Gem Wallet app version and phone operating-system version.
  • The exact error message and the steps that produced it.
  • A screenshot with private and unrelated information removed.

A public address and transaction ID can expose activity on a blockchain explorer, but they cannot be used to sign transactions. See Is It Safe to Share Your Wallet Address? for the privacy implications.

Information You Must Never Provide​

Do not send or display:

  • Your Secret Phrase, including a partial phrase or selected words.
  • Any private key.
  • Screenshots of a Secret Phrase or private-key screen.
  • Your device passcode, Gem Wallet passcode, or biometric credentials.
  • Email, exchange, or two-factor authentication codes.
  • Cloud backups or files containing wallet credentials.
  • A live screen-sharing view while secret information is visible.

Do not enter secret information into a form or website sent by someone claiming to be support. If a Secret Phrase or private key has already been exposed, follow What to Do If Your Secret Phrase Is Exposed.

Prepare a Reproducible Support Report​

Before contacting support, reproduce the issue without sending test funds or approving an unfamiliar request:

  1. Record the wallet type and affected asset.
  2. Record the selected blockchain network.
  3. Write down the actions you took in order.
  4. Copy the exact error message.
  5. Note whether the issue happens every time or only under certain conditions.
  6. Open the related transaction in Gem Wallet and select View on explorer name, when available.
  7. Record the public transaction ID and explorer status.
  8. Include the expected result and what happened instead.

For example:

On Android, I opened my Ethereum wallet, selected USDC, entered the recipient, and selected Continue. The app displayed “Insufficient balance.” The wallet address is [public address], the app version is [version], and no transaction was created.

Replace bracketed fields with public information. Never add a Secret Phrase or private key.

Review Screenshots Before Attaching Them​

Gem Wallet support chat accepts image attachments. Inspect every image before sending it:

  1. Crop the screenshot to the relevant app or explorer area.
  2. Remove notifications, email addresses, phone numbers, and unrelated account details.
  3. Confirm that no Secret Phrase words or private keys are visible.
  4. Hide unrelated balances or addresses if they are not needed for the issue.
  5. Keep the error message, network, public transaction ID, and relevant public address visible when useful.

Deleting or covering secret information after uploading is too late. Create and review a redacted copy before attaching it.

Recognize Fake Support​

Stop communicating if someone claiming to be support:

  • Contacts you through an unsolicited private message.
  • Asks for a Secret Phrase, private key, passcode, or authentication code.
  • Asks you to install another wallet or remote-access application.
  • Sends a wallet-validation, synchronization, or recovery website.
  • Asks you to transfer crypto to verify, unlock, or protect your wallet.
  • Promises to reverse a confirmed transaction or recover stolen funds for a fee.
  • Pressures you to act before you can verify the request.

Open Settings > Support independently instead of continuing the conversation. Use How to Verify Official Gem Wallet Links if a message includes a website or download.

Support Request Checklist​

  • Contact support from Gem Wallet settings or [email protected].
  • Explain the expected and actual behavior.
  • Include reproducible steps and the exact error.
  • Include only relevant public addresses and transaction IDs.
  • Identify the asset, network, app version, and device OS.
  • Review and redact screenshots before attaching them.
  • Never share a Secret Phrase, private key, passcode, or authentication code.

For scam reports, also follow How to Report Scams.