Support & community

InVeil runs without a customer-service desk in the usual sense. There's no email address that opens a ticket, no chat agent who can move funds for you, no support line that can override a contract. By design — see Privacy for why. What we do run is a community channel where the team is reachable, plus a few in-product paths for the things that genuinely need our attention.

Where to ask a question

Telegram: t.me/inveil_io is the primary channel. The team reads it, other traders answer it, and most product questions get a real answer within a few hours. It's the right place for:

• "How does X work?" — questions the docs didn't answer (and we'll update the docs).
• "Is this a known issue?" — outages, weird UI states, "the button isn't doing anything."
• Feature requests and feedback on rough edges.
• "Did I do this right?" sanity-checks before a first trade.

Don't post payment instructions, addresses, or screenshots that contain personal info in the group — it's a public channel.

For things we genuinely can't help with

Some questions look like support questions but route to mechanisms we don't control:

• "My dispute was decided wrong." The Senior Arbitration Committee decides, not us. The ruling is binding on-chain the moment the panel vote closes. There is no appeal mechanism in v1, and there is no path for us to reverse a ruling — even if we wanted to, the funds have already settled to the winner's account via the contract.
• "I sent USDT on the wrong network." Cross-chain transfers between networks that aren't bridged aren't recoverable by us — your funds went to an address that lives on a different chain. The original sender's wallet may be able to help (the address you sent to may be derivable on the wrong chain), but InVeil's contracts have no view into a chain we don't run on.
• "I lost my passkey." Recovery flows through Apple iCloud Keychain / Google Password Manager — the platform account that syncs your passkey across devices. InVeil never had your private key, so there's nothing for us to give back. The fix is on the platform side; we can't shortcut it.
• "Can you freeze my counterparty's wallet?" No. The contracts have no freeze function — for any wallet, including the operator's. The dispute panel is the path to recovering funds you have a legitimate claim to.

For bugs and security issues

Functional bugs (the UI is doing something wrong, a number is computed wrong, a notification didn't arrive): post in the Telegram group with a description and a wallet address we can correlate with chain state. We don't have a server-side log of your session, so the more detail in the report, the faster we can repro.

Security issues (a vulnerability in the contracts, a way to make the app sign something you didn't intend, anything that could move funds in a way the protocol shouldn't allow): reach out directly to the team in Telegram before posting publicly. We treat responsible-disclosure reports seriously and prefer not to discuss exploit details in a public channel until they're fixed.

What this isn't

We don't have an email support address, a help desk, or a phone number. We don't run a "verify my account" flow, ask for ID, or DM users out of nowhere offering to fix their problem. Anyone who contacts you claiming to be InVeil support — outside the public Telegram group — is not InVeil. Don't share recovery codes, don't sign messages they send you, don't pay them anything.

The reasons are in Privacy: an off-platform support channel that handles user data is a target for impersonation and a privacy liability for the project. The cost of not having one is that some questions go unanswered for an hour while the team's asleep. The cost of having one would be much larger.

Helping each other

If you've been trading for a while and see a newer user asking something you know the answer to, please answer them. The Telegram group is the best version of itself when it's mostly other traders helping each other, with the team chiming in for things that genuinely need us. That model scales; a per-question support queue would not.