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I can't find my answer, how can I submit a request?
I can't find my answer, how can I submit a request?
Erika Marie avatar
Written by Erika Marie
Updated over a week ago

1/ Some rules ๐Ÿ“š

โ˜๏ธ Before chatting with us:

  • Our Help Center ( is the perfect place to check for FAQs and troubleshooting guides as your question may already be answered there.

  • You can also contact us via the messenger on or directly on the marketplace.

  • Support is open from 9am to 5pm CET (Paris) on working days.

โ›”๏ธ Security :

  • We will never DM you first.

  • We will never ask for passwords or seed phrases.

  • We will never ask you to connect your wallet to third-party sites.

โšก๏ธ Help us resolve your issue faster, give us automatically:

  • Your public wallet address (as a reminder, we will never ask for your mnemonic).

  • A detailed description of what you are experiencing.

  • How you would like us to assist.

  • If applicable, any relevant screenshots and links.

๐Ÿฅฐ Once you've submitted a ticket:

  • No need to ask for updates in other channels. It would slower the process as tickets are handled chronologically. No worries, our team will be in touch soon!

  • For us to help you as efficiently as possible, tickets may auto-close after 48 hours if we haven't heard back, this is to prevent large backlogs and helps us focus on people who still need help!

๐Ÿ‘€ Identify the team:

  • Team members have purple usernames.

  • Ambassadors have yellow usernames.

2/ Choose the support channel you like:

๐Ÿ‘‰ Live chat messenger

Available at the bottom-left corner of the marketplace on laptop view.

Available at the bottom-left corner of the Help Center on laptop view and mobile view.

๐Ÿ‘‰ Email

You can contact us at [email protected].

๐Ÿ‘‰ Discord ticket tool

Available on our Discord server in the Support section.

Please note that the Community can help each other by exchanging on Discord, but this help is optional and unofficial. EXA Labs is not responsible for any wrong information and/or instructions given by a user or a group of users to another. Still, Discord moderation by EXA agents is guaranteed.

For official support, please reach out to team members only via the official support channels mentioned above. Keep in mind that we will never DM you first and we don't manage help requests by personal DMs.

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