Given the recently observed increase in the efforts to impersonate TREZOR Support Team, with the intention to extract sensitive or private information from our customers, we find it important to clarify which venues we use to provide support and what kind of information we would never request from you. We hope that this will serve as a guiding resource for you, to be consulted before contacting our Support Team or when you have suspicions about the person you are talking to.

If you have purchased your TREZOR from a third party, your reseller might provide you with a separate customer support. The list of channels below does not necessarily apply to resellers, albeit they too should not ask you for private information. A list of official resellers will be available at trezor.io soon.

(1) Protect your private information

First and foremost, TREZOR Support Team will never ask for your private information. We do not need your recovery seed, as we don’t need to access your funds. On the other hand, sometimes we might request sensitive information from you to enable our troubleshooting. For instance, having your XPUBs allows us to investigate missing transactions seamlessly.

What we might need — selected sensitive information:

Order email

Order number

Order shipping details (name, address)

Phone number

XPUB

What we will never ask you — private information:

Recovery seed words

Passphrase

PIN

E-shop password

Remote access to your computer

What‘s the difference between sensitive and private information?

Sensitive information is the data through which you are personally identifiable. This can be your phone number, date of birth, your Social Security Number, but also your XPUB, as it reveals the entire transaction history of the associated account. You can always refuse to send us your sensitive data, but this might limit our abilities to troubleshoot your issue.

Private information, or confidential data, are resources which should not be shared outside of your confidential circle (family, or other trusted individuals). We will never request this kind of information from you.