What to send support when a swap fails

A useful swap support report identifies the exact operation and where it stopped. “My funds disappeared” is understandable, but the chain, hash and observed result give support something concrete to investigate.

Include this evidence

• Application domain and approximate time with time zone.
• Network, public account address and transaction hash or order identifier.
• Input and output token contracts, requested amount and intended recipient.
• Exact error text and whether it appeared before signing, during submission or after confirmation.
• Wallet version, device type and connection method when the problem concerns signing.
• What you expected versus what the receipt or balance actually shows.

State separately whether approval succeeded and whether a swap transaction exists. If you used speed-up or cancellation, include the related hashes rather than just the first one.

Exclude secrets

Never send recovery phrases, private keys, passwords or unrestricted remote access. Avoid publishing raw signed permits or orders; a valid unused signature may still authorize an action. Screenshots should not expose secrets or unrelated account information.

Use support links from the product’s genuine website. MetaMask’s official-support page warns about impersonating groups and directs users to its support entry point.

Ask an answerable question

For example: “This swap has a failed receipt; which contract condition failed?” or “Approval confirmed, but the app never requested the swap.” Those questions separate execution, permission and display issues. Preserve the original evidence before clearing browser or wallet history so the investigation remains reproducible.