Support

Last updated: April 18, 2026

Djinn is a decentralized protocol, not a custodial platform. Most user-facing problems have a self-service recovery path that does not require contacting anyone. This page documents those paths first, then the ways to reach a human operator when they are exhausted.

Before contacting us

Try the self-service steps below. They fix the majority of cases without a round-trip:

• Page stuck loading / wallet won’t connect: disconnect the wallet, hard-refresh (Ctrl/Cmd-Shift-R), clear the site’s local storage, and reconnect. Most “stuck” UI states are stale local cache, not protocol state.
• Transaction submitted but signal never appeared: check the transaction hash on basescan. If the tx reverted, the error is the source of truth. If it succeeded but the UI disagrees, reload the page; the indexer usually catches up within a few blocks.
• Lost wallet / lost seed phrase: Djinn cannot recover your wallet. Your funds are controlled by the keys on your device. Contact your wallet provider (Coinbase, MetaMask, etc.) for device-level recovery options.
• Signal purchased but decryption failed: the protocol includes a key-recovery path that reconstructs the decryption key from validator shares. This is triggered automatically on purchase. If it failed, the on-chain KeyRecovery contract will have an event indicating why. Re-trying the purchase from a fresh wallet session typically resolves transient failures.

Funds stuck in escrow

Every purchase goes through the on-chain Escrow contract. Funds are released automatically when the audit completes. If an audit is slow or stalled, a few things are worth checking before treating the funds as stuck:

• Audits are queue-based. Under normal load most audits settle within a few hours of the event’s outcome being publicly known. During high-traffic windows (championship nights, World Cup matchdays) the queue can extend. See the network page for current queue depth.
• If the audit is blocked waiting for validator quorum (shown as “waiting for votes”), it will resume automatically when quorum is reached. No action is required from you.
• If you see an audit in the “settled” state but your escrow balance didn’t change, hard-refresh the page. The UI is a read of on-chain state; the on-chain state is the ground truth.
• Time-limited escape hatch: the Escrow contract includes an owner-callable forceSettle path that can unblock a genuinely stuck audit after a timeout. Operator engagement is required to invoke it. Contact us via the channels below if you believe your case qualifies.

Contact

Djinn is a small team. We read every message but respond on a best-effort basis. There is no paid support tier and no guaranteed response time. For anything time-sensitive (locked funds, suspected exploit), prefer the channels at the top of the list.

• Suspected security issue (private disclosure): security@djinn.gg. Please do not post exploit details in public channels; we will respond and coordinate disclosure.
• Funds-stuck or settlement question: support@djinn.gg. Please include the transaction hash, wallet address, and the URL you were on when the issue appeared.
• General questions / community: our Discord channel or @djinn_gg on X.
• Bug reports and feature requests: the in-app feedback button (bottom of every page) or GitHub issues.

What we cannot do

Because Djinn is decentralized and non-custodial:

• We cannot reverse a transaction.
• We cannot unlock a wallet you’ve lost access to.
• We cannot override the outcome of a settled audit. Audits are resolved by an on-chain vote among validator signers; we do not hold a majority vote and cannot unilaterally change a result.
• We cannot see the contents of your signal. All signal content is encrypted client-side; the protocol is designed so the operator never has the plaintext.

Network status

Real-time validator and miner status is public on the network page. If something widespread is broken, it will be visible there first.