1. Three things nobody can do — including us
These are not policies we could make an exception to. The product is built so that no one at Dashing.WS holds anything that would make them possible, which is the same property that stops anyone else — an attacker, or a court order aimed at us — from reaching your funds.
2. What we can help with
- The app not installing, not opening, or crashing.
- An exchange connection that will not complete, or a key the exchange rejects.
- A balance that looks wrong, or an account that will not refresh.
- A transfer that appears stuck, and how to read what the chain says about it.
- Account, device and sign-in problems.
- Privacy requests — a copy of your data, correction, or deletion.
- Anything you think is a bug. Those are the most useful messages we get.
3. Before you write
Two things that resolve most reports on the spot:
- Check the transfer on the chain. A transfer the app shows as pending has usually already confirmed, or has failed for a reason the network states plainly.
- Check your API key's permissions. Most failed exchange connections are a key scoped too narrowly, scoped too widely, or restricted to an IP address that is not your phone's. The Kraken and Binance.US guides show the exact boxes.
4. What to include
Your app version and device model, what you expected, what happened instead, and roughly when. If it involves a transfer, the transaction hash — it is public, and it lets us see exactly what the network saw.
Never send your recovery phrase, your private key or an exchange API secret, to us or to anyone. We will never ask, and a message containing one is a message we have to delete rather than read.
5. Reaching us
Use the contact form. We are a small team in one time zone and aim to answer within two business days.