Interacting on social media can be a very positive experience, but it also has its fair share of pitfalls. Some users have recently reported being contacted by alleged members of our support team on Facebook who are requesting users’ 12-word recovery phrase in exchange for support. We want to clear up some misconceptions that are fueling this scam, plus we’ll give you some tips on how you can help keep yourself and other users safe.
If anyone asks you for this information, please remember:
- Our support team will never ask for or need your 12-word recovery phrase to assist you
- Our verified page is the only authentic representation of Blockchain on Facebook, all others are not run by us
- Our support team does not use separate profiles to communicate with users on Facebook; all Facebook correspondence is from our verified page
- We respond to general questions on Facebook, but any wallet issues will be directed to our support portal
- We do not have a 1-800 number or offer phone support
Here’s what you can do to help keep yourself and others safe:
- Never share your recovery phrase anywhere, not even in a Facebook PM
- Aside from our verified page, avoid contact with any Facebook group, page, or profile claiming to represent Blockchain or its support team
- Report any suspicious accounts directly to Facebook
- If you have been asked for your recovery phrase by someone on Facebook who claims to work for Blockchain support, take a screenshot of their message and forward it along with a link to their Facebook profile or page to us here.