Frequently asked questions
Learn how Onchain Help works, what we can assist with, and how we protect your security while guiding you.
Are you the official Onchain wallet or a payment gateway?
No. Onchain Help is an independent technical support service. We help you understand and
configure integrations between compatible wallets and payment gateways, but we do not represent any official brand.
Will you ever ask for my recovery phrase or private keys?
Never. We will not ask for your seed phrase, private keys, passwords, or one-time codes.
All steps are completed on your own devices while we stay on the call and guide you.
Can you help me recover lost funds or undo a transaction?
We cannot guarantee recovery of funds or reversal of transactions. We can help you understand what has happened,
interpret error messages, and point you to official documentation or support channels where appropriate.
What do I need ready before I call?
Please have access to your website or app admin panel, your wallet dashboard, and your payment gateway dashboard.
If you already see error messages, keep screenshots or reference IDs handy so we can review them with you.
Do you provide financial or investment advice?
No. We focus only on the technical integration and configuration side. We do not provide advice on which assets
to hold, trade, or invest in.
How is the service typically used by merchants?
Many merchants use Onchain Help as a one-time guided session to: connect a wallet to their checkout,
test a payment flow, understand gateway settings, or verify that their configuration follows recommended
security practices.
Still have questions?
If your question is not listed here, the fastest way to get clarity is to speak directly with a specialist.