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Last updated 2026-11-05

Fake Customer Service Scam

A fake support agent wants your recovery phrase or control of your screen. Leave the conversation and open the official site yourself before you share either.

Who this is for

Anyone who has asked for help in a public channel, posted about a stuck transaction, or searched for a wallet issue and then received a helpful-looking message.

How the scam works

The first contact usually arrives where you are already talking: a reply on a social platform, a direct message, a group chat, or a comment under an official post. The account copies the name, avatar, and tone of a real support team. In a group, an "admin" sends you a private message, which a real admin rarely does.

The agent says they can see your issue, then introduces a step: validate the wallet, sync it, migrate it, or confirm ownership. Each step leads to the same request. Share your screen, install a remote-control app, read the recovery phrase aloud, upload a keystore file with its password, or send funds to a "verification address" that will be returned.

Screen sharing is enough to lose everything, and it does not look like theft while it happens. Your phrase is visible when you open the wallet, your password is visible when you type it, and a two-factor code is visible when it arrives. With remote control, the agent can also open the wallet and submit a transaction while you watch.

Fake ticket forms are the quieter version. The form looks official and asks for the phrase, the keystore file, or the wallet password "for verification"; no real support needs them. A public address and a transaction hash are enough to look up a transfer in a block explorer such as www.bitgold.live.

Bitgold will never ask for your recovery phrase or private key. No legitimate support team asks for a seed phrase, a keystore file, a wallet password, or remote control of your device.

Open the official site by typing its domain, then use the support entry listed there. If no entry is listed, do not trust a channel that was sent to you.

A ticket number is not proof

A case number, a badge, and a copied profile cost nothing to produce. The only reliable check is the channel: did you open it yourself, from a domain you typed?

Warning signs

  • The first contact is a direct message, not a reply in a thread you opened.
  • The handle or display name differs from the official one.
  • The agent moves you to Telegram or WhatsApp "for security", or hands you to a "senior specialist".
  • Anyone asks you to share your screen, install a remote-access app, or read out a code.
  • A ticket form asks for a recovery phrase, a private key, a keystore file, or a wallet password.
  • The message sets a deadline: funds frozen in minutes, an offer that expires today.

If it happens to you

  1. End the screen share and remove the remote-access app. Then disconnect your wallet from any site the agent sent you.
  2. If you revealed a recovery phrase or keystore file, create a new wallet and move the remaining funds. Treat the old wallet as public from that moment.
  3. If you approved a contract, revoke it. If you sent funds, record the address and transaction hash; a confirmed transfer cannot be reversed.
  4. Report the account on the platform and tell the real service it imitates. Do not accept a "recovery" offer from anyone, including the same person on another account.

Next steps

Self-check

  • Can you reach the official support entry without a link from a message?
  • Would you refuse a screen share even if the agent already knew your transaction hash?
  • Can you list the things no support agent ever asks for?
  • If a DM offered to recover lost funds, would you stop the conversation?