Recognise official support and links
Verify the destination and the request before you share information, connect a wallet or sign anything.
TL;DR
- Start from Orbit Moon or the Help centre instead of a link sent by a stranger.
- Support should never need your recovery phrase or private key.
- Pause if a message creates urgency around money, access or signing.
An official-looking name or avatar is easy to copy. The route you open yourself and the action you can explain are stronger signals than the message that reached you first.
Start from a destination you trust
Open the live Help centre from Orbit Moon or type the address yourself. For an account-specific issue, use the private Support form and return through conversation history.
Check the complete host name before entering account information or connecting a wallet. Treat lookalike domains, shortened links and unsolicited direct messages as untrusted.
Reject requests Support does not need
Recovery and wallet secrets
Never send an Orbit recovery phrase, external-wallet seed phrase or private key. A private support conversation does not make those secrets safe to share.
Money and signatures
Support should not need you to move funds to “verify” an account. Do not approve an unexplained wallet request, token permission or transaction because a message claims the action is urgent.
Check the request before replying
Ask what the requested information proves and whether a public transaction hash, error text or screenshot with private details removed would be enough. When in doubt, close the message and open the trusted Help route again.
Urgency is not verification
A deadline, threat of account closure or promise to recover funds does not prove a message came from Orbit. Verify the destination independently before you reply, connect or sign.
Common questions
What if a direct message says it is Orbit Support?
Do not use its link. Open the live Help centre yourself and begin a private conversation there if you need assistance.
How can I return to a genuine request?
Use Support conversations from the trusted platform route. Do not rely on a browser bookmark created from an unsolicited message.
Which details are useful without exposing my wallet?
Describe the expected and actual result, include safe error text and share a public transaction hash when relevant. Keep your wallet and account safe lists the secrets that must stay private.