How Support Works
Everything routes through this Help Center — here's what happens after you hit submit, and how to get the fastest resolution.
Opening a Ticket
Submit through the form at help.bankr.bot. The more of these you include up front, the faster things move:
Your wallet address — the single most useful identifier. If you don't have it handy, the handle or email you signed up with works too.
Transaction hashes for anything trade- or transfer-related.
What you expected vs. what happened, with screenshots if you have them.
Which surface you were on — terminal, X, Telegram, CLI, or API.
What Happens Next
You'll typically get a first response quickly — straightforward questions are often answered right away, and anything that needs investigation is picked up by the support team. Replies land in the same thread and in your email, so keep an eye on both.
If your issue involves a specific transaction or wallet state, the team may ask for details before they can dig in — answering those follow-ups is usually what determines how fast your ticket resolves.
Why Was My Ticket Closed?
Tickets close for two reasons:
It was resolved — the question was answered or the issue was fixed.
No response — if the team asked a follow-up question and didn't hear back after a while, the ticket is closed to keep the queue moving.
A closed ticket is not a dead end. Just reply to the thread — replying reopens the conversation with all your history intact. There's no penalty and no need to start over with a new ticket (in fact, replying to the old one is better, since the context is already there).
Reporting Security Issues
If you believe you've found a security vulnerability, report it through the Help Center form and it will be routed to the security team — see the Bug Bounty page for scope and process. For urgent account safety concerns (you suspect your account is compromised), open a ticket right away and say so clearly in the first message.
What Support Will Never Ask For
Bankr support will never ask for your seed phrase, private keys, or passwords, and will never DM you first asking you to "verify" your wallet. Anyone doing that is a scammer — real support happens in your Help Center ticket thread and the email attached to it.