Fake Crypto Exchange Support DM Script
After you post publicly about a wallet or account issue, an unsolicited "support agent" contacts you by DM claiming they can help, then asks for your wallet seed phrase, private key, or remote screen-sharing access to "diagnose" the problem. No legitimate exchange or wallet support ever needs your seed phrase or private key, since sharing either gives complete and irreversible control over your wallet's contents to whoever holds it. The lever is genuine frustration with a real technical problem meeting an apparently responsive helper. The most important step is to never share a seed phrase or private key with anyone and to only seek support through the platform's official, verified channels.
Last reviewed: 1 June 2026
Sanitized example messages
Illustrative, sanitized examples. Personal details are replaced with placeholders such as [phone number] and [fake link].
Hi, I'm from [exchange] support. I saw your issue. To resolve the withdrawal error, please verify your wallet by entering your seed phrase here: [fake link]
[Exchange] Help Desk: your account has been flagged. For security, confirm your recovery phrase so we can restore access.
We can help you recover your funds. Our technician needs your 12-word phrase to initiate the transfer back to your wallet.
This is [exchange] compliance. Your account is under review. Share your private key so we can confirm ownership and release the hold.
Click this secure verification link to connect your wallet and our system will automatically fix the error: [fake link]
What the scammer wants
To obtain your wallet seed phrase or private key, which gives them complete and irreversible access to drain all funds from your wallet. Exchange support never needs this information under any circumstances.
Red flags in the message
- Unsolicited DM from an account claiming to be exchange support
- Any request for your seed phrase, recovery phrase, or private key
- Support contact arriving through social media or messaging apps rather than official channels
- Account was recently created or has few followers
- Urgency about a withdrawal error, account hold, or hack
- Links to third-party wallet connection sites
- Offer to 'automatically fix' an issue by connecting your wallet
- Request to move funds to a 'secure wallet' they provide
A safe response
Never share your seed phrase or private key with anyone, ever — including people who claim to be exchange staff. Legitimate support is always accessed through the exchange's official website or app and will never ask for these details.
What not to send
- Seed phrase or recovery words
- Private keys
- Wallet login credentials
- Any funds to a 'secure wallet' they nominate
What to do if you already replied
- If you shared your seed phrase or private key, assume your wallet is compromised — move remaining funds to a new wallet immediately using a different device
- Do not use the same seed phrase again
- Report the scammer to the platform they contacted you on
- Contact the real exchange through official channels to report the impersonation
- Preserve all chat screenshots and wallet addresses for reporting
Evidence to preserve
- Screenshot the full message or call details
- Note the sender number, email, or profile
- Save any links (without clicking) and payment details
- Record dates and times
Frequently asked questions
They had a verified-looking badge or profile and used official branding — how is that fake?
Badges and branding can be closely imitated, or the account itself may be a compromised real one repurposed to scam others, so appearance alone proves nothing. Verify by going directly to the exchange's official support channel through its app or website, not by replying to the DM.
I already shared my seed phrase — what should I do right now?
Immediately move any remaining funds to a brand-new wallet with a newly generated seed phrase, since anyone with the old phrase has full permanent access. Act as fast as possible, as funds can be drained within minutes of a seed phrase being exposed.
I let them screen-share or remote into my device — is my wallet still safe?
Not necessarily — disconnect immediately, then move funds to a new wallet from a separate, trusted device if you still can, and uninstall any remote-access software. Change passwords on any exchange accounts that were visible during the session.
How do I contact real support safely if I do have a genuine issue?
Go directly to the exchange or wallet provider's official website or app and use their listed support channel — never a DM, especially one that reaches out to you first. Legitimate support will never need your seed phrase or private key to help you.