> ## Documentation Index > Fetch the complete documentation index at: https://docs.privy.io/llms.txt > Use this file to discover all available pages before exploring further. # Supporting your users > Understand which user requests your app should resolve and what Privy can and cannot do on your behalf 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](#equip-your-support-team). ## Common user issues The table below maps common user situations to the action your app should take and what Privy can do. | Situation | What your app should do | What Privy can do | | ----------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ----------------------------------------------------------------------------------------------------- | | User wants to change or add an email or phone | Prompt the user to [update](/user-management/users/updating-accounts) or [link](/user-management/users/linking-accounts) the new account, then [unlink](/user-management/users/unlinking-accounts) the old one — the user must complete this flow themselves | Provides the APIs. Your app cannot unilaterally change a user's linked accounts | | User needs a compromised or outdated login method removed | [Unlink the account server-side](/user-management/users/unlinking-accounts/api) via the API — your app can do this without the user in the loop, as long as the user keeps at least one other login method (embedded wallets and passkeys cannot be unlinked) | Provides the unlink API | | User lost their only login method (any type — email, phone, wallet, OAuth, or passkey) | No recovery is possible; the account cannot be accessed again | Cannot recover the account — there is no backdoor, regardless of which method was lost | | User wants a backup login (prevention) | Prompt the user to [link additional accounts](/user-management/users/linking-accounts) | Provides progressive account linking | | User is not receiving login codes | Point the user to the [not receiving codes troubleshooting](/recipes/user-help-center) in the User Help Center | If the user still cannot receive the code, they can email [support@privy.io](mailto:support@privy.io) | | User cannot log in to an existing account and sees "Something went wrong" | Check whether [CAPTCHA](/authentication/user-authentication/captcha) is enabled and, if so, walk the user through CAPTCHA troubleshooting; also confirm the user is not on your [denylist](/user-management/users/managing-users/denylist) | Provides CAPTCHA and denylist controls | | User is locked out of MFA | Contact [support@privy.io](mailto:support@privy.io) to inquire about MFA resets (available on Enterprise plans) | Offers MFA resets for Enterprise plans | | User wants their account or data deleted | [Delete the user](/user-management/users/managing-users/deleting-users) via the API. To also delete data retained on Privy's side, email [privacy@privy.io](mailto:privacy@privy.io) with your app ID and the user ID | Executes the deletion and removes retained data on request | | User's account was deleted by mistake, or the user changed their mind | Email [support@privy.io](mailto:support@privy.io) with your app ID and the user ID to request a restore | Can restore a deleted user within 1–2 business weeks | | User's wallet was archived by mistake, or the user changed their mind | Email [support@privy.io](mailto:support@privy.io) with your app ID and the user ID to request a restore | Can restore an archived wallet within 1–2 business weeks | | User created their account with a temporary or disposable email and can no longer log in after you enabled email restrictions | Temporarily disable temporary-email blocking in the Dashboard so the user can log in, have them [update to a permanent email](/user-management/users/updating-accounts), then re-enable the restriction | Provides the email restriction toggle | | User wants to export their wallet | Enable the [wallet export](/wallets/wallets/export) flow, or direct the user to [Privy Home](/basics/get-started/dashboard/privy-home) | Provides the export API and can never view or share private keys | | User sent funds on the wrong chain | If the destination chain shares the wallet's address, help the user switch to that chain and move the funds — onchain transactions cannot be reversed | Cannot reverse or recover onchain transactions | | User reports suspicious or unauthorized access | Revoke [sessions](/authentication/user-authentication/tokens) and force re-authentication | Provides session controls | | User asks what is linked to their account | [Query the user](/user-management/users/managing-users/querying-users) and return their linked accounts | Provides the query APIs | ## 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](/basics/get-started/dashboard/teammate-roles) in the Privy Dashboard for read-only access to look up and diagnose user issues: * **Search and view users.** On the [Users page](https://dashboard.privy.io/?page=users\&tab=all-users), 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](/user-management/users/managing-users/denylist) to block or unblock a user. * Unlinking accounts, [blocking temporary email domains](/recipes/dashboard/preventing-bots), and other bot mitigations. * Enabling or adjusting [CAPTCHA](/authentication/user-authentication/captcha) on login. See [teammate roles](/basics/get-started/dashboard/teammate-roles) for the full permission breakdown. ## 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. ## 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 — [support@privy.io](mailto:support@privy.io). * Dashboard, organization, or API key access. * MFA resets for Enterprise plans — [support@privy.io](mailto:support@privy.io). * Restoring a deleted user or archived wallet — [support@privy.io](mailto:support@privy.io) with your app ID and the user ID. * Deleting data retained on Privy's side — [privacy@privy.io](mailto:privacy@privy.io) 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.