Oftentimes, our users look to social media to help solve their customer support tickets. We do not advise our users to share their personal transaction information on social media. To ensure the timely return of your funds, please keep all details except your ticket number private. Please leave any private information in your support ticket only.
At ShapeShift, we do not solve customer support tickets on social media platforms and we do not expedite tickets over social media. The safest, most secure place to discuss your transaction information is inside your customer support ticket. We are more than happy to answer questions, drop helpful links, and provide more information for our users on these social channels. However, we do ask that you let our dedicated team of crypto specialists handle the details of your transaction and the return of your funds.
✋ Avoid Security Issues on Social Media:
Lately there has been an unfortunate development: malicious actors pretending to be ShapeShift representatives are contacting users on Reddit, Twitter, Facebook, and other social channels.
Some social media users are targeted, because they are sharing their transaction information publicly and asking for help. It starts off innocently enough, with requests for transaction details, but ends with a request for your private keys. You can imagine what happens next...
💬 Stay Safe on Social Media
🚫 Don't post your transaction details or secure information publicly on social media
Sharing this information can make you a target. This gives others in the crypto space the idea that you are not using security best practices and may be vulnerable to hacks or easily tricked. Most crypto regulars do not publicly broadcast that they are in possession of crypto assets. Only trusted individuals should be aware of how much crypto you own or where you store your crypto.
🚫 Don't seek help from others on social media
These bad actors see that you are upset and they want to try to gain your trust by offering help in comments or direct messages. These offers can be attempts to gain access to your private keys or attempts to redirect your missing funds to their wallet.
🚫 Don't click links that are sent to you on social media
Do not click any random links that are sent to you ever for any reason. Someone pretending to be ShapeShift could use a link to try to redirect you to get help with your ticket. This could lead to a fake phishing website created to try to trick you into depositing your funds. There is no way to retrieve the funds when this happens.
To Avoid Losing Funds, Please Keep this in Mind 🤔
ShapeShift will only contact you from these verified accounts:
Reddit handle: ShapeShift_Team
If we do contact you from these accounts, it will only be in response to your comment on our post or we will reach out when users posts and tag us seeking help. No one from our team, such as "Bobby at ShapeShift' will ever message you from another account.
We do not conduct detailed customer service on social media.
📝 Information we may ask you for:
- Your Support Ticket Number
- Your Order ID (only if you don't have your ticket number)
🙅 Things we will never ask for on social media:
- Detailed information about your order, such as your account addresses
- Your private keys
- Your personal information, such as your name and address