What to Include in a Gem Wallet Support Request
How to Contact Gem Wallet Supportâ
Open Settings > Support in the app to chat with Gem Wallet support. You can attach screenshots, and replies arrive as a push notification. You can also email [email protected].
Support usually answers faster when the first message has everything needed to look into the issue. Start with these for any problem:
- What you were trying to do, and what happened instead.
- The exact error message, or a screenshot of it.
- The network and asset, such as USDT on TRON.
- Your public wallet address on that network.
- Your app version and phone system. See How to Find the Gem Wallet Version?
danger
Never send your Secret Phrase, private key, passcode, or a screenshot that shows them. Gem Wallet support will never ask for them, and never sends you a message first. See What Information Is Safe to Give Wallet Support?
Extra Details by Issueâ
| Issue | Also include |
|---|---|
| Send or receive | The transaction ID, the recipient or sender address, and the memo or tag, if one was used. For a deposit to an exchange, the network the exchange expected. |
| Missing balance or token | The token's contract address, and whether it shows on the block explorer. See I Don't See My Token in Gem Wallet. |
| Swap | The two assets and networks, the amount, the provider shown under Details, and the transaction ID. For a cross-chain swap, both transaction IDs if you have them. See Why Does a Cross-Chain Swap Have Two Transaction IDs? |
| Buy or sell with fiat | The provider, such as MoonPay or Transak, the date, the amount, and the provider's order number. Some issues need the provider's own support. See How to Find Your Fiat Provider Order Number and How to Contact a Fiat Provider. |
| Staking | The network, the validator's name, and the transaction ID of the stake or unstake. |
| Perpetuals | The market, such as BTC or xyz:AAPL, whether it was long or short, the time, and what you expected to happen. |
| dApp or WalletConnect | The dApp's full website address, the network, and what the request asked for. Don't approve it again to reproduce it. |
| App problem | The screen where it happens, the steps that cause it, and whether it happens every time. A short screen recording helps, if no secrets are on screen. |
Before You Send Screenshotsâ
- Make sure no Secret Phrase, private key, or passcode is visible.
- Crop out unrelated balances, contacts, and notifications.
- Keep the error message, amounts, network, and transaction status visible.