imtoken Knowledge Center
Support
Self-service troubleshooting guidance and safe ways to describe issues without sharing seed phrases, private keys or verification codes.
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Describe the Symptom, Never the Secret
A useful way to understand Describe the Symptom, Never the Secret is to focus on the on-chain cause and effect, not the position of a button in an interface. A wallet helps the user control keys and organize interactions, while the network is what records a valid transaction. Before an action, check the network, destination, amount or permission scope. After it, review status, confirmations and the transaction hash to verify what actually happened. For concrete questions involving 自助排查, use verifiable context instead of treating one successful past action as a permanent rule. A practical security test is whether you can answer four questions before submitting: who, on which network, doing what, and with what scope.
Describe the Symptom, Never the Secret also makes more sense when it is evaluated within the full operation context. Different networks can use similar address formats, and assets with similar names can exist on more than one chain. Icons and tickers are not enough for verification; network context, contract addresses and public explorer records provide stronger evidence. For imtoken users, the goal is not complexity. The goal is a workflow that can be checked: confirm the network, confirm the target and permission, then confirm the on-chain result. With that sequence in place, you can still make sound decisions even when the interface changes.
Public Information Useful for Transfer Issues
When working with Public Information Useful for Transfer Issues, identify the network, target and permission involved before deciding what to approve or submit. If a request is unclear, declining it and verifying first is usually safer than trying to repair the consequences later. This matters especially for signatures, approvals and cross-network actions because a confirmed blockchain transaction generally cannot be reversed by the wallet alone. For concrete questions involving 交易哈希, use verifiable context instead of treating one successful past action as a permanent rule. With that sequence in place, you can still make sound decisions even when the interface changes.
Public Information Useful for Transfer Issues also makes more sense when it is evaluated within the full operation context. Security comes from a collection of habits rather than one setting: keep secret recovery material offline, keep devices under your control, verify domains and contracts, review old approvals and use a small test transaction when the context makes that useful. For imtoken users, the goal is not complexity. The goal is a workflow that can be checked: confirm the network, confirm the target and permission, then confirm the on-chain result. Turning these checks into a routine reduces errors caused by the wrong network, the wrong target or misunderstood permissions.
How to Narrow Down a DApp Issue
How to Narrow Down a DApp Issue may look like a single feature, but it usually combines address handling, network state, on-chain records and security boundaries. Public troubleshooting data must remain separate from secret credentials. A transaction hash, public address and network name can often help explain a problem; a seed phrase, private key, recovery phrase or verification code should never be sent to another person or entered into an ordinary web page. For concrete questions involving 网络, use verifiable context instead of treating one successful past action as a permanent rule. Turning these checks into a routine reduces errors caused by the wrong network, the wrong target or misunderstood permissions.
How to Narrow Down a DApp Issue also makes more sense when it is evaluated within the full operation context. A wallet helps the user control keys and organize interactions, while the network is what records a valid transaction. Before an action, check the network, destination, amount or permission scope. After it, review status, confirmations and the transaction hash to verify what actually happened. For imtoken users, the goal is not complexity. The goal is a workflow that can be checked: confirm the network, confirm the target and permission, then confirm the on-chain result. If you cannot explain the purpose, target and expected result of a request, stop and verify it before continuing.
What to Do with Suspicious “Support”
Placing What to Do with Suspicious “Support” inside the full wallet workflow helps avoid decisions based only on balance displays, labels or third-party instructions. Different networks can use similar address formats, and assets with similar names can exist on more than one chain. Icons and tickers are not enough for verification; network context, contract addresses and public explorer records provide stronger evidence. For concrete questions involving DApp, use verifiable context instead of treating one successful past action as a permanent rule. If you cannot explain the purpose, target and expected result of a request, stop and verify it before continuing.
What to Do with Suspicious “Support” also makes more sense when it is evaluated within the full operation context. If a request is unclear, declining it and verifying first is usually safer than trying to repair the consequences later. This matters especially for signatures, approvals and cross-network actions because a confirmed blockchain transaction generally cannot be reversed by the wallet alone. For imtoken users, the goal is not complexity. The goal is a workflow that can be checked: confirm the network, confirm the target and permission, then confirm the on-chain result. A practical security test is whether you can answer four questions before submitting: who, on which network, doing what, and with what scope.
Security principles
Your seed phrase and private keys are controlled by you. imtoken staff will not ask for your seed phrase, private key or verification code. Review addresses, networks, amounts, signatures and approval scope before acting. Third-party DApps and smart contracts can carry risk, and confirmed on-chain transactions generally cannot be reversed by the wallet alone.