Contact Support

How to get help from Orca support for any issues you encounter.

Need help? Orca offers multiple support channels to assist you. This guide explains how to get the fastest, most effective support.

Support Channels

Channel	Best For	Response Time
In-App Support	Account-specific issues, verified requests	Fastest
Discord	General questions, community help	Varies
Telegram	Quick questions, community help	Varies

Recommendation: For the fastest and most secure support, use the in-app support widget. It verifies your wallet ownership and routes your request to the right specialist.

In-App Support (Recommended)

The built-in support system provides the fastest, most secure support experience.

Why Use In-App Support?

• Wallet verification - Proves you own the account
• Faster routing - Goes directly to the right specialist
• Secure - No need to share sensitive info in public
• Context - Support can see relevant transaction history

How to Open a Support Ticket

Step 1: Navigate to Orca

Go to orca.so and connect your wallet.

Step 2: Access Support

On Desktop:

• Click the Support button in the bottom-right corner, OR
• Click your wallet icon (top-right) and select Support

On Mobile:

• Tap your wallet address (top-right)
• Select Support

Step 3: Sign the Message

To verify wallet ownership:

1. A signature request appears
2. Sign the message in your wallet
3. This proves you own the account (no cost)

Step 4: Start a New Chat

1. Click Start a New Chat
2. Fill in the support form:
   • Select issue category
   • Describe your problem clearly
   • Include relevant transaction IDs if applicable
3. Click Send

Step 5: Wait for Response

• Check My Chat for replies
• You’ll receive responses in the same chat thread
• Response times vary based on issue complexity

Community Channels

For general questions and community assistance, Orca is active on both Discord and Telegram.

Discord

1. Join the Orca Discord
2. Browse community channels for answers
3. For complex or account-specific issues, use in-app support instead

Telegram

1. Join Orca Telegram
2. Ask your question in the group
3. Community members or mods can help

Community Channel Tips

• Search existing channels first—your question may already be answered
• Keep questions concise and specific
• For account-specific or sensitive issues, always use in-app support
• Beware of scammers—Orca team will never DM you first

What to Include in Your Request

For Faster Resolution

Provide:

Information	Why It Helps
Transaction ID	Lets support find the exact transaction
Wallet address	Identifies your account
Screenshot	Shows exactly what you’re seeing
Steps taken	Helps reproduce the issue
Expected vs. actual	Clarifies the problem

Example Good Request

“I tried to swap 100 USDC for SOL on [date] but the transaction failed. I see a ‘slippage exceeded’ error. Transaction ID: [xxxxx]. I had slippage set to 1%. Screenshot attached. Expected: successful swap. Actual: transaction failed.”

Example Poor Request

“My swap didn’t work. Please help.”

Common Issues & Quick Fixes

Before contacting support, try these solutions:

Transaction Failed

1. Increase slippage tolerance (try 1-3%)
2. Ensure sufficient SOL for fees
3. Refresh and retry

Position Not Showing

1. Verify wallet connection
2. Refresh the page
3. Check that position NFT is in your wallet

Swap Shows Zero Output

1. Check you have sufficient balance
2. Verify the token pair exists
3. Try a smaller amount

Wallet Won’t Connect

1. Refresh the page
2. Try a different browser
3. Clear cache and cookies
4. Update wallet extension

Full FAQ →

Support Best Practices

Do

• ✅ Be specific and detailed
• ✅ Include transaction IDs
• ✅ Attach screenshots
• ✅ Be patient—support is handling many requests
• ✅ Check FAQs first

Don’t

• ❌ Share private keys or seed phrases (NEVER)
• ❌ Send the same issue to multiple channels
• ❌ Get frustrated with support staff
• ❌ Click links from people DMing you about support
• ❌ Share sensitive info in public channels

Security Warnings

Scam Prevention

Orca support will NEVER:

• Ask for your seed phrase or private keys
• DM you first on Discord, Telegram, or any platform
• Ask you to send tokens to “verify” your wallet
• Direct you to unofficial websites

If anyone does these things, they are scammers. Report and block them.

Safe Practices

• Only use official links (orca.so)
• Verify Discord/Telegram accounts are official
• Never enter seed phrases anywhere except your wallet
• Bookmark orca.so to avoid phishing sites

Response Times

Response times depend on:

• Issue complexity - Simple questions faster than complex investigations
• Support volume - Busy periods take longer
• Channel - In-app typically fastest

Typical timeframes:

• Simple questions: Hours
• Transaction issues: 1-2 business days
• Complex investigations: 2-5 business days

Escalation

If your issue isn’t resolved:

1. Provide additional information requested
2. Allow time for investigation
3. Follow up politely in the same ticket
4. For critical issues, follow up via in-app support

Related Resources

• FAQs - Common questions answered
• Blocked Regions - Geographic restrictions
• Recover NFTs - Position NFT issues
• Discord - Community
• Telegram - Community