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Primary Support Portal: https://support.trustwallet.com
Trust Wallet Extension® Support™ provides dedicated assistance for the browser-based wallet experience. As an official extension of the Trust Wallet ecosystem, we offer specialized help for desktop Web3 interactions while maintaining the same security standards as our mobile application.
| Priority | Contact Method | Response Time | Best For |
|---|---|---|---|
| 🔴 Critical | In-App Support Chat | 24-48 hours | Account security issues, stolen funds |
| 🟡 Urgent | support@trustwallet.com | 48-72 hours | Login problems, transaction errors |
| 🟢 General | Community Forum | 1-3 days | Setup questions, feature guidance |
| 📚 Self-Help | Knowledge Base | Instant | Common issues, tutorials |
Issue: "Extension won't install"
Solution Steps:
1. Check browser compatibility (Chrome/Brave/Edge only)
2. Verify Chrome Web Store connection
3. Clear browser cache: Ctrl+Shift+Delete
4. Disable conflicting extensions
5. Try incognito mode installation
Issue: "Developer not verified" warning
Mobile-to-Extension Connection Fails
Troubleshooting Flow:
1. Ensure both devices on same WiFi network
2. Update mobile app to latest version
3. Restart both mobile and computer
4. Try different network (switch to mobile data)
5. Disable VPN/firewall temporarily
6. Manual connection via WalletConnect URI
dApp Connection Problems
1. Click extension icon → ensure wallet is unlocked
2. Refresh dApp page
3. Clear dApp site data
4. Try different dApp to isolate issue
5. Check network compatibility
Transactions Stuck or Pending
Resolution Protocol:
┌─ Check blockchain explorer for status
├─ If pending > 1 hour:
│ ├─ Option A: Speed up transaction (if supported)
│ ├─ Option B: Cancel with higher gas (nonce replacement)
│ └─ Option C: Wait for network clearance
└─ If failed:
├─ Verify sufficient gas fees
├─ Check contract interactions
└─ Review error message details
Balance Not Updating
Required Information for All Tickets:
1. Extension Version: Click extension → Settings → About
2. Browser & Version: chrome://version/
3. Operating System: Windows/Mac/Linux version
4. Error Screenshots: Full screen including URL
5. Transaction IDs: Any relevant TX hashes
6. Steps to Reproduce: Exact sequence causing issue
Lost Extension Password
⚠️ NO PASSWORD RECOVERY EXISTS ⚠️
Recovery Process:
1. Uninstall extension
2. Reinstall from Chrome Web Store
3. Select "Import existing wallet"
4. Enter 12/24-word recovery phrase
5. Set new password
6. Reconnect to dApps
Recovery Phrase Issues
Immediate Action Protocol:
1. EXTENSION:
- Disconnect all dApp connections
- Note any unauthorized transactions
- Take screenshots of suspicious activity
2. MOBILE (if connected):
- Open Trust Wallet app
- Go to Settings → WalletConnect
- Terminate all active sessions
- Enable additional security features
3. REPORTING:
- Email security@trustwallet.com
- Include TX hashes, timestamps
- Provide extension logs if possible
Common Network Problems:
├── High Gas Fees
│ └── Use gas tracker, schedule off-peak
├── Pending Transactions
│ └── Use transaction accelerator services
├── Token Not Showing
│ └── Add custom token with contract address
└── Failed Swaps
└── Adjust slippage, verify liquidity
Automatic Update Failed
If issues after update:
1. Clear extension storage
2. Re-import wallet (have recovery phrase ready)
3. Check release notes for breaking changes
4. Roll back to previous version if critical
(Temporary measure only)
Popular dApp Troubleshooting:
General dApp Fixes:
1. Reset dApp connection:
Extension → Connected Sites → Revoke → Reconnect
2. Clear dApp cache:
Browser → Developer Tools → Application → Clear Storage
3. Network verification:
Ensure dApp and extension show same network
4. Contract interaction approval:
First approve token, then execute main transaction
Connection Drops Frequently
Stability Solutions:
1. Stable Network: Use reliable WiFi, avoid public networks
2. Session Management: Extension → Settings → Connection Timeout
3. Mobile Settings: Trust Wallet app → Settings → WalletConnect → Timeout
4. Alternative: Use extension as standalone wallet
Sync Problems
API/RPC Configuration
Custom RPC Setup:
1. Extension → Networks → Add Custom RPC
2. Parameters needed:
- Network Name
- RPC URL (HTTPS required)
- Chain ID
- Symbol
- Block Explorer URL
3. Test connection before use
Debug Mode Activation
For support-assisted debugging:
1. Open extension popup
2. Ctrl+Shift+I (Developer Tools)
3. Console tab shows errors
4. Network tab for API calls
5. Share screenshots with support
Steps to collect logs:
1. Enable debug mode in extension settings
2. Reproduce the issue
3. Export logs from developer console
4. Sanitize personal data before sharing
5. Compress and send to support
Level 1: Automated Solutions
→ Knowledge Base → Community Forum → FAQ
Level 2: General Support
→ Email Support → Chat Support → Basic Troubleshooting
Level 3: Technical Support
→ Senior Agents → Developer Resources → Advanced Debugging
Level 4: Engineering
→ Bug Reports → Feature Requests → Security Issues
⚠️ TRUST WALLET DOES NOT OFFER:
✅ TRUST WALLET PROVIDES:
Secure Migration Process:
1. Old Device:
- Ensure you have recovery phrase
- Note connected dApps
- Export transaction history (if needed)
2. New Device:
- Install extension from official store
- Import wallet with recovery phrase
- Set new password
- Reconnect to dApps
3. Old Device Cleanup:
- Uninstall extension
- Clear browser data
- Remove any saved passwords