Contact support
Email Scrya support at support@scrya.io. Including the right details the first time means we can find your problem without a lot of back and forth.
Scrya will never ask for your seed phrase or private key. Verifying a wallet only needs your wallet address and a signature. Verifying an exchange only needs a read-only API key. Nobody from Scrya will ever ask for your seed phrase, wallet private key, password or two-factor code, by email, phone or chat. Verifying never requires you to send crypto or approve a transaction. If someone asks you to, it isn’t Scrya: don’t reply, and report it to support@scrya.io.
Before you get in touch
- Customers: questions about why you’ve been asked to verify, which assets to include or when it’s due are best answered by the business that invited you. They manage the request. Contact Scrya support for problems using Scrya itself.
- Seeing an ERR- reference? Wait a few minutes and try again. If it happens again, email us and quote it. See Error messages and references.
- Stuck on a verification? Troubleshooting covers the most common problems.
- Business users: select the question mark icon in the top bar, next to the notification bell, to open the Help & setup guide menu. Choose Restart guided tour to walk through setup again, or jump to a setup step: Confirm your organisation, Invite your team, Add your first customer or Send a verification request. The first two steps only appear for Business Admins. This menu isn’t shown to customers.
- Plans and billing: for plan changes or billing help, use Change plan under Settings → Plan & Billing (opens a contact-sales form), or email support@scrya.io. See Plans and billing.
What to include
- your name, the email address you use for Scrya, and your organisation or the business that invited you
- the ERR reference, if you saw one, exactly as shown
- what you were doing and at which step, for example “connecting my Kraken account” or “signing the message with my Ledger”
- which request or customer it’s about: the customer’s name, the asset and network, and when the request was created
- when it happened, including your time zone
- a screenshot of the message or screen, with anything sensitive covered up
- your browser and device, and for wallet problems, which wallet you’re using
What never to send
Never send any of these to anyone, including Scrya support:
- your password or a two-factor code
- an exchange API key, API secret or passphrase (Kraken calls its API secret a “Private Key”)
- a wallet private key
- a seed phrase (also called a recovery phrase)
If you’ve shared one by mistake:
- Exchange API key or secret: delete the key at your exchange and create a new read-only one. See Revoking your API key.
- Seed phrase or wallet private key: treat the wallet as compromised and move your funds to a new wallet that only you control.
- Scrya password: sign out, then use Forgot your password? on the sign-in page to set a new one.