# Is that really wallet support? How do I spot a fake crypto support agent? Source: https://pausebeforesend.com/blog/fake-crypto-wallet-support-scams/ Published: 2026-10-24 Last updated: 2026-10-24 By: J AI-assisted, human-reviewed by J (2026-10-24). **Short answer:** If "support" contacts you first by DM, phone call or text, or asks for your recovery phrase, it is a scam. MetaMask, Ledger and Trezor all say they never ask for your phrase, and none of them phone users. Hang up, and reach support only through the official site you type yourself. ([MetaMask](https://pausebeforesend.com/blog/fake-crypto-wallet-support-scams/#src-mm-contact); [Ledger](https://pausebeforesend.com/blog/fake-crypto-wallet-support-scams/#src-ledger)) ## Key facts - "MetaMask does not have a phone number," and its support "will never reach out to you first by direct message or email." ([MetaMask](https://pausebeforesend.com/blog/fake-crypto-wallet-support-scams/#src-mm-contact)) - "Ledger will never contact you via text message or phone call," and never DMs users on social media. ([Ledger](https://pausebeforesend.com/blog/fake-crypto-wallet-support-scams/#src-ledger)) - In 2025, Americans filed 17,355 tech or customer support complaints involving crypto, with $1.23 billion in reported losses. ([FBI IC3 2025 report](https://pausebeforesend.com/blog/fake-crypto-wallet-support-scams/#src-ic3-2025)) - Chainalysis estimated that crypto impersonation scams grew more than 1,400% in 2025 compared with 2024. ([Chainalysis, Jan 13, 2026](https://pausebeforesend.com/blog/fake-crypto-wallet-support-scams/#src-chainalysis)) ## How do fake support scams find me? - **Replies to your public posts.** You ask a wallet question on X, and a lookalike "support" account replies or DMs you. MetaMask describes accounts with its fox logo, a "vaguely convincing" handle, and even a fake engineer's headshot and name. ([MetaMask](https://pausebeforesend.com/blog/fake-crypto-wallet-support-scams/#src-mm-spoof)) - **Phone calls after a fake ticket.** Ledger says scammers open a support ticket using your email so you receive a real auto-confirmation, then call you right away. ([Ledger](https://pausebeforesend.com/blog/fake-crypto-wallet-support-scams/#src-ledger)) - **Pop-ups and search ads.** The FTC says tech support scams often start with a fake pop-up that urges you to call a number, or with scammers' own ads in search results. ([FTC](https://pausebeforesend.com/blog/fake-crypto-wallet-support-scams/#src-ftc-tech)) - **"Your device will be disabled."** Trezor and Ledger both say they cannot deactivate your device, so any message threatening that is a scam. ([Trezor](https://pausebeforesend.com/blog/fake-crypto-wallet-support-scams/#src-trezor); [Ledger](https://pausebeforesend.com/blog/fake-crypto-wallet-support-scams/#src-ledger)) - **AI voices and video.** Trezor warns that scammers now use AI to imitate support "not just in text but also in voice and video." ([Trezor](https://pausebeforesend.com/blog/fake-crypto-wallet-support-scams/#src-trezor)) ## What is the one rule that stops fake support? > "The rule is simple: any request for your wallet backup, PIN, passwords, or codes is always a scam." > Trezor, [Common scams and phishing affecting Trezor users](https://trezor.io/learn/security-privacy/personal-security-standards/scams-and-phishing) A related tell: a self-custody wallet company cannot reverse your transactions, reset your password, or look up your recovery phrase. MetaMask says so directly. Anyone who offers to do these things is lying. ([MetaMask](https://pausebeforesend.com/blog/fake-crypto-wallet-support-scams/#src-mm-contact)) ## How do I reach real support safely? 1. **Start from the official website, typed by you or from a bookmark,** not from a link in a message. CISA's advice for any suspicious message is to look up the company's contact information yourself. ([CISA](https://pausebeforesend.com/blog/fake-crypto-wallet-support-scams/#src-cisa)) 2. **Use the in-app or on-site support button.** MetaMask's official route is "Contact Support" on support.metamask.io. Trezor routes reports through its chatbot. Ledger uses the chat widget on its site. ([MetaMask](https://pausebeforesend.com/blog/fake-crypto-wallet-support-scams/#src-mm-contact); [Trezor](https://pausebeforesend.com/blog/fake-crypto-wallet-support-scams/#src-trezor); [Ledger](https://pausebeforesend.com/blog/fake-crypto-wallet-support-scams/#src-ledger)) 3. **Check the sender.** MetaMask says it emails only about tickets you opened, and only from support@metamask.io. ([MetaMask](https://pausebeforesend.com/blog/fake-crypto-wallet-support-scams/#src-mm-channels)) 4. **Treat Telegram, WhatsApp and Instagram "official groups" as unofficial.** MetaMask calls them "at best a fan club." ([MetaMask](https://pausebeforesend.com/blog/fake-crypto-wallet-support-scams/#src-mm-channels)) 5. **Report the impersonator.** Ledger asks people to report fake communications to its dedicated phishing address, phishing@ledger.fr. Report fraud to the FTC at ReportFraud.ftc.gov. ([Ledger](https://pausebeforesend.com/blog/fake-crypto-wallet-support-scams/#src-ledger); [FTC](https://pausebeforesend.com/blog/fake-crypto-wallet-support-scams/#src-ftc-tech)) ## Frequently asked questions ### Does MetaMask have a phone number? No. MetaMask says it does not have a support phone number and will never ask you to get on a call. Anyone calling as MetaMask support is a scammer. ### Will Ledger or Trezor ever call me? No. Ledger says it never contacts users by phone or text. Trezor says to hang up on anyone claiming to be from a hardware wallet company and open a ticket through its official channels. ### The "support agent" already has my ticket number. Is it real? Not necessarily. Ledger reports scammers opening tickets in your name so you get a genuine confirmation email, then calling you. Real support never needs your recovery phrase. ### What if I already gave fake support my recovery phrase? Treat the wallet as compromised. Create a new wallet with a new phrase on a clean device and move any remaining funds right away. See our post on seed phrase phishing. No affiliate links on this page, by policy. ## Sources 1. MetaMask Help Center, "Contact MetaMask Support" (undated). [support.metamask.io](https://support.metamask.io/start/how-to-contact-metamask-support/) (accessed 2026-10-24) 2. MetaMask Help Center, "MetaMask's official support channels" (undated). [support.metamask.io](https://support.metamask.io/stay-safe/safety-in-web3/what-are-metamasks-official-support-channels/) (accessed 2026-10-24) 3. MetaMask Help Center, "Spoofing scams" (undated). [support.metamask.io](https://support.metamask.io/stay-safe/protect-yourself/social-engineering/spoofing-scams/) (accessed 2026-10-24) 4. Ledger, "Ongoing phishing campaigns" (living page). [ledger.com](https://www.ledger.com/phishing-campaigns-status) (accessed 2026-10-24) 5. Trezor, "Common scams and phishing affecting Trezor users" (undated). [trezor.io](https://trezor.io/learn/security-privacy/personal-security-standards/scams-and-phishing) (accessed 2026-10-24) 6. Federal Trade Commission, "How To Spot, Avoid, and Report Tech Support Scams" (undated). [consumer.ftc.gov](https://consumer.ftc.gov/articles/how-spot-avoid-and-report-tech-support-scams) (accessed 2026-10-24) 7. FBI Internet Crime Complaint Center, "2025 IC3 Annual Report," April 2026 (pp. 54–55, crime types with a cryptocurrency nexus). [ic3.gov](https://www.ic3.gov/AnnualReport/Reports/2025_IC3Report.pdf) (accessed 2026-10-24) 8. Chainalysis, "2026 Crypto Crime Report: Scams," 2026-01-13. [chainalysis.com](https://www.chainalysis.com/blog/crypto-scams-2026/) (accessed 2026-10-24) 9. CISA, "Recognize and Report Phishing" (undated). [cisa.gov](https://www.cisa.gov/secure-our-world/recognize-and-report-phishing) (accessed 2026-10-24) ## Changelog - 2026-10-24: First published.