We're a small team and we answer everything ourselves. Here's how to reach us, and how to get a useful answer on the first reply.
Where to go
| Your situation | Where to go |
|---|---|
| Wallet, balance, or transaction problem | Open a support ticket — Category: Wallet & balances |
| Compute package or mining rewards | Support ticket — Category: Mining & compute packages |
| Payments, receipts, or invoices | Support ticket — Category: Billing & payments |
| Security vulnerability | See How to report a security vulnerability |
| Bug in the node, wallet, or miner | See Reporting a non-security bug |
| General questions, community discussion | Discord |
Check this help center first. Most tickets we receive are already answered here — particularly wallet balance questions, which is our single most common topic.
Our response times
- Support tickets: one business day.
- Security reports: we aim to acknowledge substantive reports within three business days.
- Discord: community members and moderators often answer quickly, but Discord is not a guaranteed support channel. For anything involving your funds or your account, open a ticket.
What to include
Sending these upfront usually saves a full day, because it removes a round-trip:
Always
- What you expected, and what happened instead
- When it started
- Your browser or operating system, and the software version
- Screenshots, if there's anything visual
For wallet and balance issues
- Your
prl1p…address — safe to share, and we usually can't help without it - The transaction ID, if there is one
- What the block explorer shows versus what your wallet shows
- Which wallet — Pearl Desktop Wallet, Oyster, or another
For Compute or billing issues
- Your account email
- Which package, and when you bought it
- The date and amount of any payment involved
Never send us these
- Your seed phrase or recovery words — or any part of them
- Your private keys
- Your wallet password or passphrase
We will never ask for any of these. If someone claiming to be Pearl support does, they're impersonating us — see How Pearl will and won't contact you.
What languages can I write in?
English is fastest for us. We do receive tickets in other languages and we'll do our best — a translated ticket may take an extra reply cycle. If you can include an English summary alongside your own language, that helps a lot.
What happens after you open a ticket
- You get an automatic confirmation with a ticket number. Keep it.
- A person reads it — not a bot.
- You get a reply within one business day, either with an answer or with what we need next.
- If it needs engineering, we tell you that rather than going quiet.
Reply on the existing thread rather than opening a new ticket, so the history stays together.
If something has gone wrong and you're worried about your funds, say so plainly in the first line. It changes how we prioritise.