How to ask for help
- Search the documentation first. The docs cover the protocol, the trading stack, the bridge, the API, and validator operations. If a concept is ambiguous, there is almost always a dedicated page. Start at the introduction and use the sidebar or the search bar.
- Search this Support section next. The pages here are organized by the kind of problem you are experiencing — connectivity, deposits, withdrawals, trading, account safety, lost access. If a page matches your situation, follow the remediation steps there before escalating.
- Open a ticket by email. If the answer is not in the docs, send a message to
support@intention.xyz. We read every ticket, and a well-prepared ticket is resolved much faster than one that requires a back-and-forth for basic information.
Intention Labs does not currently operate any public Discord server, Telegram group, or Matrix room. If you are approached in one of those venues by someone claiming to be a team member, assume it is an impersonator until proven otherwise. The list of official surfaces is at the bottom of this page.
Response time
We respond on a best-effort basis, targeting a first reply within forty-eight hours during weekdays. Tickets that arrive on Friday night or during major holidays will take longer. Urgent issues that involve potential loss of funds are prioritized ahead of general questions, and security reports go to a separate inbox with its own on-call rotation — see the section on security below.What to include in a support ticket
The single biggest factor in how fast a ticket gets resolved is whether the first message contains the information we need to reproduce the problem. Please include:- Your Intention account address. For trading questions this is required.
- A transaction hash or order identifier relevant to the issue. For a deposit problem this is the source-chain transaction. For a trading problem this is the order id or fill id.
- Screenshots that show the full browser window, not just a cropped region. Timestamps in the screenshot are helpful.
- The exact UTC time of the event, to the minute if possible. “Last Tuesday afternoon” is not enough for us to find the right block.
- Your browser, operating system, and wallet software including versions. “Chrome on macOS, version 129, MetaMask 12.x” is ideal.
- A one-sentence description of what you expected to happen, followed by what actually happened.
Where not to post
Do not post your seed phrase, private keys, or any signed message that grants wallet permissions anywhere. Not in a support ticket, not in a DM, not in a GitHub issue, and not in a screenshot. Anyone who asks for these is attacking you.Security essentials
- Your seed phrase is your account. Whoever holds it owns the funds. Write it down offline and never type it into a website or a chat.
- Always verify the URL before you connect a wallet. Bookmark the site the first time you visit it and use the bookmark afterwards.
- No Intention Labs employee will ever DM you first. We do not send unsolicited direct messages asking you to “verify your account,” sign a “session refresh,” or move funds to a “safe wallet.”
- Revoke unused session signatures from your wallet once you are done trading. See Session signature for details.
Official surfaces
- Documentation: this site.
- Email — general and support:
support@intention.xyz - Email — security disclosures:
security@intention.xyz - Email — testnet faucet requests:
testnet@intention.xyz - Email — press, partnerships, integrations:
contact@intention.xyz - Social handles: to be confirmed on launch. A canonical list will be published here and on the introduction page.