Supporting your users

Your app owns the relationship with its users. Privy is infrastructure: it gives your app the APIs, SDKs, and dashboard tools to serve your users, and your app is their primary point of contact. In practice, this means:

• Your app is the first line of support. When a user needs help, your app fields the request and resolves it using Privy’s tools.
• Privy is here to help. Privy support partners with your team to resolve issues and enable the right controls. Because your app owns the user relationship, it stays the direct point of contact for its users.
• Most requests have a clear developer-side action. A small number of situations are unrecoverable by design, so the best fix is preventing them.
• Non-technical teammates can self-serve. With read-only Dashboard access, your support and operations teammates can resolve many inquiries without engineering. See Equip your support team.

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Common user issues

The table below maps common user situations to the action your app should take and what Privy can do.

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Equip your support team

Many of these inquiries can be handled by your own support or operations teammates — no engineering required. Grant them a Viewer role in the Privy Dashboard for read-only access to look up and diagnose user issues:

• Search and view users. On the Users page, search by email, phone, wallet address, or user ID to view a user’s linked accounts, wallets, and metadata.
• Search wallets. Look up a wallet by address to see its owner and status.
• Diagnose login issues. Confirm which login methods a user has linked, and check whether they appear on your denylist.

Some actions change app configuration and require a Developer or Admin role rather than Viewer:

• Editing the denylist to block or unblock a user.
• Unlinking accounts, blocking temporary email domains, and other bot mitigations.
• Enabling or adjusting CAPTCHA on login.

See teammate roles for the full permission breakdown.

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What Privy cannot do

Privy is intentionally built so that no one — including Privy — can act on a user’s account outside the controls your app configures. Privy cannot:

• Recover a user who has lost their only login method, regardless of which method it was.
• Log in as one of your users or reset their credentials directly.
• Reverse or recover onchain transactions.
• Move funds in a wallet on its own — Privy is never an authorized signer and holds no key that can transact.

Being explicit about these limits with your users sets the right expectations before a problem occurs.

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When to contact Privy support

Privy support helps your app with infrastructure and app-level issues, not individual user account actions. Reach out for:

• Service degradation or API errors — [email protected].
• Dashboard, organization, or API key access.
• MFA resets for Enterprise plans — [email protected].
• Restoring a deleted user or archived wallet — [email protected] with your app ID and the user ID.
• Deleting data retained on Privy’s side — [email protected] with your app ID and the user ID.

For anything else a user asks about their own account, use the developer-side action in the table above.