If you remember one thing from this site, make it this: your seed phrase is never needed by anyone but you. It is the most important rule in crypto, and it stops most theft on its own. This guide is part of our section on crypto threats and scams.
Why nobody needs your words
Your seed phrase is the master key to your wallet. Support staff do not need it because they have nothing to do with your funds:
- Wallet makers do not control your coins. They only make the tools.
- Blockchains run on their own, with nobody at a help desk.
- Real diagnostics, updates and refunds never involve your words.
- You only use the phrase to restore your own wallet, and you do that alone.
So there is no situation where handing it over is the right move. Once you know that, a whole category of scams stops working. For the deeper reason, see why crypto's master password is different.
- STEP 01Stop
Do not type, read out or photograph anything.
- STEP 02Leave
Close the page, chat or call. Urgency is the trick.
- STEP 03Check
Go to the maker's site by typing the address yourself.
- STEP 04Move
If you already shared the words, move your funds now.
How these scams work
Our guide to common seed phrase scams goes further.
The story changes, but the structure is always the same. Someone creates urgency, then gets you to reveal your words.
| The approach | What they say | The reality |
|---|---|---|
| Fake support | "Verify your wallet so we can fix your issue." | Real support never asks |
| Fake security alert | "Your wallet was compromised. Sync it now." | The link goes to a phishing page |
| Fake app | A wallet app asks to "import" your phrase | It sends your words to the attacker |
| Fake firmware update | "Update required. Enter your words to continue." | Real updates never need them |
| Fake airdrop | "Claim free tokens by connecting your wallet." | The site steals your phrase or approval |
| Social media helper | "I can fix that. DM me." | Scammers watch for people asking for help |
| Paper letter | A printed notice in a wallet maker's style | Customer lists have leaked, and real firms do not ask |
Warning signs
Any one of these is enough to walk away:
- You are asked to type, scan, photograph or read out your words.
- You are told it must be done now, or your funds will be lost.
- Someone contacted you first, or replied to your public post.
- A link came by email, text, search ad or direct message.
- A "support agent" wants to share your screen.
- A form has 12 or 24 boxes for words.
What to do if someone asks
- Stop. Do not type or say anything else.
- Leave. Close the page, chat or call. Politeness does not matter here.
- Check. If you are worried about your wallet, type the maker's official address yourself. Do not use the link you were sent.
- Report. Report the account or site on the platform where you saw it.
What to do if you already shared your words
Act immediately, and follow our next-hour emergency guide. Attackers use automated tools, so minutes can matter.
- Set up a brand new wallet with a brand new phrase, on a device you trust.
- Send everything from the old wallet to the new one, most valuable first.
- Stop using the old phrase for good. Changing your device PIN does not help, because the thief does not need your device.
- If you typed your phrase on a computer, assume it might be infected, and use a different device.
- Report the theft to your local police, and to any exchange that received the funds.
Then be alert to the second wave. Scammers often contact victims offering to recover their money for a fee. That is another scam.
Protect yourself in advance
- Keep your words offline, and never store them on a device. Here is how to write them down.
- Bookmark your wallet maker's real website, and only use that bookmark.
- Install apps only from links on the official site, and avoid pre-written phrases.
- Be careful what you say in public. Asking for wallet help on social media attracts fake helpers.
- Teach your family this rule too. If you are ever gone, they may be the next target.