If you downloaded or opened a wallet that carries another company’s brand — a desk, a dApp, or a fintech — that company is your first support contact. mass[Wallets] provides infrastructure to those companies. We do not have a master password for your account and we cannot move your funds.
Do this first:
Use the Help or Support link inside the wallet. It should point to the brand you signed up with.
Never type your seed phrase, recovery secret, or passkey into a chat, email, or Telegram user who claims to be mass[Wallets] support.
If the wallet is asking you to complete identity checks to buy or sell fiat, that process belongs to the on-ramp partner shown on the screen.
If you are sure the problem is infrastructure-level (the app will not load for anyone, conversions are globally failing), ask the brand to escalate. We accept those tickets from the partner, not from anonymous end-users.