---
sidebar_position: 1
tags: [security, support]
---

> ## Documentation Index
> Fetch the complete documentation index at: https://docs.lium.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Official Support and Scam Prevention

Scam and impersonation attempts against Lium users are becoming more common. This page explains how those scams usually work, what information you must never share, and the safest way to contact Lium support.

:::warning Keep support conversations in the official ticket
The safest support path is the official Lium Discord server → [`#contact-lium-support`](https://discord.com/channels/1350984082733142026/1367618603079307275) → Ticket Tool form → created support ticket.
:::

## How Scams Usually Look

Scammers often try to intercept users right after they ask for help.

Common patterns include:

- You ask a question in a public Discord channel, then receive an automated-looking reply or message telling you to move somewhere else.
- Someone invites or adds you to another channel or Discord server that looks like a Lium support ticket.
- A person contacts you with the same name, avatar, or wording as a real Lium admin.
- You are sent a link for "RPC setup", "wallet connect", "refund", "compensation", "penalty appeal", or "support verification".
- You are asked to enter a seed phrase, private key, coldkey, hotkey, password, recovery phrase, or wallet file.

A scammer can make a profile look identical or nearly identical to a real Lium team member. Do not rely on display name, avatar, or channel name as proof.

## Information You Must Never Share

Never share:

- Passwords
- Seed phrases
- Recovery phrases
- Private keys
- Coldkeys
- Hotkeys
- Wallet files
- Sensitive credentials
- API keys or access tokens

Lium support does not need these secrets to help you. Any request for this information is a scam attempt.

## The Safest Way to Contact Lium Support

The safest way to contact Lium support is through the official Lium Discord support flow.

1. Open the official Lium Discord server.
2. Go to [`#contact-lium-support`](https://discord.com/channels/1350984082733142026/1367618603079307275).
3. Use the Ticket Tool form.
4. Choose whether your request is about `miner` or `rental`.
5. Fill out the form.
6. Continue the conversation inside the created ticket.

![Official Lium Discord support flow](./assets/contact-lium-support-ticket-tool.png)

In the screenshot:

1. **Official Lium Discord server** — make sure you are in the official `lium.io` server.
2. **`#contact-lium-support`** — use this channel to start the support flow.
3. **Ticket Tool form** — fill out the form to create the official support ticket.

Lium representatives who respond inside a ticket created through this official channel are the trusted support path.

## Stay Inside the Ticket

The safest place to discuss a support issue is inside the official ticket you created.

In some cases, a Lium team member may ask to continue in DMs. This can be legitimate only if the move is first confirmed inside your official ticket by a team member who is already participating in that ticket.

Before continuing in DMs:

- Make sure the request was made inside your official ticket.
- Open the Lium team member's profile from inside the official ticket and initiate the DM yourself.
- Do not trust a separate DM from someone who only looks like a Lium admin.
- Never share seed phrases, private keys, coldkeys, hotkeys, passwords, recovery phrases, wallet files, or sensitive credentials.

If someone asks you to move to DMs, another server, another channel, or an external website without confirmation inside your official ticket, treat it as suspicious.

## Red Flags

Stop and verify through the official ticket if:

- You were manually invited or added to a new "support" channel.
- Someone sends you an unsolicited DM after you asked a question in public.
- Someone DMs you while impersonating a Lium team member, including using the same display picture or a very similar profile photo.
- Someone sends you to another Discord server or another support channel.
- Someone sends a wallet connection, RPC, refund, compensation, penalty appeal, or support verification link.
- A website asks for your seed phrase, private key, coldkey, hotkey, password, recovery phrase, or wallet file.
- Someone pressures you to act quickly outside the official ticket.

## If You Are Not Sure

If anything feels suspicious:

1. Stop.
2. Do not click links.
3. Do not share secrets.
4. Open a fresh ticket through [`#contact-lium-support`](https://discord.com/channels/1350984082733142026/1367618603079307275).
5. Ask the Lium team inside that ticket to verify the request.

When in doubt, stay inside the official ticket.

## Report Scam Attempts

If you identify a scam attempt, report the user to Discord. If you can do so safely, also notify the Lium team inside your official support ticket or in a public channel in the official Lium Discord server.