Support
How the support thread works, what to include, and why there is no email address.
Support runs as a thread inside your account. You open a conversation, it stays there, and replies arrive in the same place.
There is no support email address and no live chat. Since the account holds no email address, a thread inside the account is the only channel that exists — and it means a conversation is tied to an account that can actually be verified, rather than to whoever is sending from a given address.
Opening a conversation
In Settings, under Support, choose a Topic — General question, Wallet or data issue, Billing / subscription, Bug report, Feature request or Other — write your Message (a few words at least, up to 4,000 characters) and click Send message.
You can attach one file: an image, a PDF or a text file, up to 5 MB. A screenshot is usually the fastest way to explain a problem with a number or a view.
Following it
Each conversation is marked Open or Closed. While it is open you can keep replying and attaching files, and answers from Siade Whales appear in the same thread.
Your recent conversations are listed in Settings, newest first.
A closed thread cannot be added to. Open a new one if something else comes up — it is not a way of dismissing you, it just keeps one conversation to one problem.
What to include
The things that save a round trip:
- Which page or view, by name — "Wallet → Performance", not "the analysis bit"
- The wallet address concerned, if it is about one, and whether it is owned or watchlist
- The number you are seeing and the number you expected
- A screenshot
For a figure that looks wrong, it helps to know whether the view showed a warning — several views say explicitly when data is incomplete, and that is usually the answer. How the numbers are calculated covers the common cases, and a surprising number of "wrong number" reports turn out to be receiving treated as buying or an unlisted token.
Rate limiting
There is a limit on how many messages can be sent in a short period. Hitting it means waiting a few minutes.
What support will never ask for
Your private key, your recovery phrase, or your password.
Nobody at Siade Whales will ask for any of them, through the support thread or anywhere else, for any reason. There is no account problem, no verification step and no technical issue that requires one. A message asking for them is not from Siade Whales, whatever it looks like.
Support can see your username, your tracked addresses and your subscription status. That is what it has, and it is enough to help with anything the platform is responsible for.
Security problems
Vulnerabilities in SWOP go privately through the repository — the Security tab at github.com/siadewhales/swop, Report a vulnerability. Not a public issue, and not the support thread.
For the website, a support thread is fine.