Secure access first
Use a trusted device, change exposed passwords, revoke unfamiliar sessions and enable multi-factor authentication. Do not share recovery phrases or private keys with anyone offering help.
Preserve the transaction record
Save the transaction hash, network, wallet addresses, amount, date and time. Export account activity and keep the original files unchanged.
Contact the relevant service
Notify the exchange or wallet provider through its official support channel. Include factual identifiers and avoid assumptions about ownership or recovery.
Create a clear timeline
Record what happened, when it was discovered and every action taken afterward. A consistent timeline is more useful than scattered screenshots.
Build an incident snapshot
Write a short factual summary before details become mixed together: what account or wallet was involved, when the activity was first noticed, which asset and network were used, and what remains unknown. Keep the original notification emails and account alerts. If another person reported the event, record their words separately instead of presenting them as verified technical findings.
Prioritize actions without destroying evidence
Security actions and evidence preservation should happen together. Photograph or export relevant session and transaction screens before signing out unfamiliar devices, changing credentials or revoking approvals. Do not keep using a device that may be compromised for sensitive actions. If immediate movement of assets is being considered, verify the destination independently and understand that every additional transaction creates another irreversible event.
Prepare a useful support request
Send one organized request through the provider’s official channel. Include the complete transaction hash, network, account identifier, timestamps with time zone, amount and a concise timeline. Explain what outcome you are requesting without claiming that support can reverse a blockchain transaction. Keep the ticket number and record every response, request for information and action taken.