About Starzip
Support
How to Reach Us
| Channel | Use it for | Response time |
|---|---|---|
| In-app feedback form | Bug reports, feature suggestions, general questions. Fastest route, because it attaches your account context automatically. | Varies |
| support@starzip.io | Account access problems, passkey and smart account recovery, anything you cannot report from inside the app. | 1 to 3 business days |
See Feedback Form for how to use the in-app form.
Response Language
Starzip support replies in English. You can write to us in your own language and we will still read your message, but our response will be in English.
What to Include
The more of this you give us up front, the fewer rounds it takes to resolve.
- The email address on your membership.
- Your wallet address, if the issue involves a deposit, withdrawal, or trade.
- The transaction hash, if there is one. This is the single most useful piece of information for anything on-chain.
- What you expected to happen and what happened instead.
- The time it happened, including your time zone.
- A screenshot of any error message.
Never send your private key, seed phrase, or password. Starzip support will never ask for them, and anyone who does is trying to steal from you.
Before You Write
Some situations have a documented answer already.
| Situation | Where to look |
|---|---|
| A deposit has not arrived | Check the network and the address you sent from in Deposit. Then contact support with the transaction hash. |
| A withdrawal is not available | Part of your balance may be locked by an open order. See Withdraw. |
| You cannot sign in | Five failed attempts lock the account for 10 minutes. See Login / Sign Up. |
| You cannot access Starzip at all | Starzip is unavailable in some places. See Restricted Jurisdictions. |
| A store requirement check is taking a long time | A revision restarts the affected stage. See Registration. |
What Support Cannot Do
Some things are impossible rather than merely refused, and it is better to know which is which.
- Reverse an on-chain transaction. Once a transfer is confirmed on the network, no one can undo it.
- Recover assets sent on the wrong network or to a wrong address. These are permanently lost.
- Restore your wallet if you lose your keys or recovery method. Starzip does not hold your keys.
- Cancel or refund a Launchpad commitment after the sale has closed successfully and tokens have been distributed.
- Change a token image after minting. It is locked at mint by design.
- Give investment, tax, or legal advice, or an opinion on whether a token is worth buying.
Security and Scams
- Starzip support will never ask for your private key, seed phrase, or password, and will never ask you to send funds to "verify" or "unlock" an account.
- support@starzip.io is the only email address Starzip support writes from. Treat any other address claiming to be Starzip as a scam.
- Starzip staff will not contact you first on social media or a messaging app to offer help with a balance or a recovery.
- If you think your account is compromised, write to support immediately and, if you can still sign in, remove your passkeys and end active sessions from your security settings.