Support messaged me first. Is that normal?

No. Real support responds; it never initiates. Every unsolicited "support" contact is an impersonation.

This is the most reliable single rule in the whole subject. Exchanges, wallet makers and hardware manufacturers answer tickets you opened. They do not appear in your direct messages, your comment replies or your inbox offering to help with a problem you mentioned publicly.

The impersonation is good. Copied name, copied picture, copied tone, and sometimes a copied ticket number. Some monitor public channels for the word "help" and reply within seconds.

What follows is always one of four things: your recovery phrase, a code from your phone, remote access to your screen, or a link to a page that asks for one of those.

The response that always works: stop replying, and reach support yourself through an address you navigated to. Nothing is lost by the delay, because nothing legitimate expires while you verify it.

Fake support and impersonation covers the whole pattern.

Last checked 19 Oct 2026.