Classify the issue
Separate asset display, transaction state, network selection, DApp connection, approval and device problems so several variables are not changed at once.
Staking & Services
Support
Start with information that is safe to share and use it to narrow down the issue. A legitimate support flow does not require a seed phrase, private key or verification code.
Useful information
Network name, transaction hash, public address, exact error text and device operating-system version. Do not provide key material.
Check the network record
If a transaction hash exists, inspect it on the correct network before relying on the wallet display alone.
Protect sensitive information
Public addresses and hashes can identify on-chain records; seed phrases, private keys, verification codes and remote-control access should never be provided.
Record reproducible steps
Write down the network, intended action, message shown and checks already completed. This is more useful than repeatedly reinstalling or clicking through the same flow.
When a transaction does not appear as expected
Confirm that the wallet is showing the same network on which the transaction was submitted, then inspect the transaction hash. If the chain shows success but the interface has not updated, the issue may involve refresh state, token-contract recognition or network reading. If the chain still shows pending, understand that state before sending again. The network record and transaction hash provide a stronger verification basis than a screenshot of a local success or failure message.
When a DApp or approval behaves unexpectedly
Record the domain, connected account, requested network and whether the request was a message signature, transaction or token approval. Unknown contracts, unexplained spenders and unusually broad allowances are reasons to stop. Disconnecting a DApp session does not necessarily revoke an existing token approval, and an unexplained signature should not be approved based only on another party's description.
Device and network issues
Operating-system, browser and network information can help identify a local compatibility issue, but troubleshooting does not require screen sharing that reveals key material. Public computers, public Wi-Fi and remote-control software increase exposure, so sensitive actions are better performed on devices and networks you control.
Support boundaries
imtoken will not request a seed phrase, private key or verification code, and it will not ask you to expose key material through remote-control software. Confirmed on-chain transactions are generally not reversible by the wallet alone, so be cautious of anyone promising guaranteed recovery in exchange for a payment. Support should help interpret public, verifiable information rather than take control of a user's keys.