Help & Support

Verify the facts before taking another action

Support starts with self-service checks and clear knowledge. It never requires seed phrases, private keys, or verification codes, and it does not rely on unverified contact details asking for remote control.

Self-service path

Unexpected asset display or balance

First verify the active network, wallet address, and token contract, then compare the address balance and transaction history with a block explorer for that network. Tokens with the same name can belong to different contracts or chains, and a missing interface entry does not by itself mean an on-chain asset has disappeared.

After a network switch, token import, or cross-chain action, record the current state and inspect the on-chain result before repeating operations. A useful investigation can rely on the address, network, contract address, and transaction hash; it never requires a seed phrase or private key.

Transaction review

Pending, failed, or unclear transaction status

Keep the transaction hash and inspect network state, gas, nonce information when relevant, and the execution result. A pending state can be affected by congestion, fee conditions, or an earlier transaction. A failed transaction may still consume a network fee, so the chain record is the primary reference.

Do not repeatedly submit the same action before understanding the first result. Determine whether the original transaction is still pending, has failed, or is waiting behind an earlier transaction. Once an on-chain transfer is confirmed, it generally cannot be reversed by a wallet provider alone.

Permission review

DApp, signature, or approval concern

Stop new signatures and approvals while checking the domain, account, network, contract address, spender, and allowance. A DApp connection, message signature, transaction signature, and token approval are different permissions and should never be treated as one blanket consent.

Review previous approvals and consider revoking permissions you no longer use. If a page asks you to type a seed phrase, private key, or verification code, stop: ordinary DApp connection and approval flows do not require you to hand those secrets to a website.

Security response

Possible exposure of secret material or device environment

Stop sharing information, leave untrusted pages, and review recently installed software, browser extensions, and remote-control tools. Also examine recent transactions and approvals. Public computers, public networks, and clipboard manipulation can increase the risk of address substitution or unintended requests.

When a request appears suspicious, reduce new signatures, approvals, and transfers and reopen a trusted entry point to verify network and account state. Do not continue interacting with anyone requesting a seed phrase, private key, or verification code, and do not rely on promises of a promise of recovery.

Support principle

Preserve verifiable facts and investigate in order

The most useful troubleshooting information is usually public and verifiable: wallet address, network name, transaction hash, token contract, and the exact symptom. These details help distinguish an interface issue from a network, transaction, or permission issue.

imtoken does not invent support phone numbers, email addresses, or office locations. This site focuses on public knowledge and self-service checks. When a third-party DApp, smart contract, or network service is involved, consult trustworthy public information and evaluate the associated risk yourself.