What to include
Tell us what you expected, what happened, and approximately when it happened. Include any visible error message, your public wallet address if relevant, and a screenshot with sensitive information removed. For a security concern, use the email subject “Security”.
Keep secrets private
Never send a seed phrase or private key.
Conviction support will not ask for your password, seed phrase, private key, 1-time authentication code, or infrastructure secret. We do not need them to investigate an issue.
Beta response times
We review support messages on a reasonable-efforts basis during the private beta. Response times are not guaranteed, but security, access, and data-integrity issues will be prioritized.