# Contact support

How to reach support, what to include so it can be answered in one reply, and what nobody from DexTrending will ever ask you for.

Open a ticket from the panel. It arrives attached to your wallet, so we can
see your packages and campaigns without you having to explain which account you are.

## What to include

One of these references turns a back-and-forth into a single reply:

Payment problemPAY-XXXXXXXX
Campaign problemCMP-XXXXXXXX
Transfer not creditedThe transaction hash
Pair not readingChain and contract address

Payment references appear on the payment page; campaign references are on each card in
your campaign list.

## Response times

Tickets are answered in the order they arrive. Payment issues are prioritised, because money sitting
in the wrong place is worse than a question that can wait an hour.

## What support can and cannot do

Can: trace a transfer that did not credit automatically, credit a payment that
arrived after its window expired, explain what a campaign is doing, and look into a launch that went to
the wrong pair if you write in quickly.

Cannot: guarantee you a position on the board, cancel a campaign that has already
run, or recover funds sent to an address on a network we do not support.

## What we will never ask for

Nobody from DexTrending will ever ask for a seed phrase, a private key, or a
token approval. Not in a ticket, not in a DM, not anywhere. Anyone who does is impersonating us.

We also never initiate contact asking you to connect a wallet to an unfamiliar site, and we never send
"verification" links. Support replies arrive in the panel where you opened the ticket.

## Worth checking first

- Payment troubleshooting covers most payment cases

- Entry times explains a pair that has not appeared yet

- The FAQ covers the common questions

If none of those fit, write in. A question that is not covered here is usually a sign the
documentation needs work, and that is useful to know.

## Questions

**How do I contact support?**

Open a ticket from the support page in the panel. It arrives attached to your wallet, so we can see your account without you identifying it.

**What should I include in a ticket?**

The payment reference (PAY-XXXXXXXX), the campaign reference (CMP-XXXXXXXX), or the transaction hash, depending on the problem.

**Will support ever ask for my seed phrase?**

Never. Nobody from DexTrending asks for a seed phrase, a private key or a token approval in any channel. Anyone who does is impersonating us.