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Use this portal to prepare a support request, choose the right route, and keep sensitive information out of diagnostic evidence.
Never send API keys, private keys, seed phrases, passwords, full authentication tokens, identity documents, confidential contracts, or unrestricted transaction records.

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Before contacting support

Knowledge Base

Find product, integration, security, and pilot guidance.

FAQ & Troubleshooting

Diagnose API, wallet, network, SafeSend, Escrow, and pilot issues.

Security Best Practices

Review credential, signing, approval, logging, and incident controls.

Product Status

Confirm whether a capability is available, testnet, pilot, or in development.

Changelog

Review dated product and documentation updates.

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Choose a support route

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Contact Cardinal

Support coverage, response targets, escalation routes, and service commitments are defined by the applicable partner or pilot agreement. The public documentation does not promise a fixed SLA, live chat, 24/7 coverage, or a public ticketing system.

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Request template

Redact secrets, personal data, confidential transaction information, and internal-only system details before sending.

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Severity guide

Severity helps Cardinal understand impact; it does not create a guaranteed response time outside an agreement.

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Diagnostic checklist

  • Confirm the product and environment.
  • Confirm the network, token, contract, wallet, and address role.
  • Verify the final canonical transaction intent.
  • Record the Cardinal request_id, if returned.
  • Record your internal reference and approximate timestamp.
  • Capture the response status and non-secret error.
  • Check whether the issue is reproducible.
  • Check for a pending API request or blockchain transaction.
  • Remove secrets, personal data, and confidential records.
  • Pause the affected flow when transaction safety is uncertain.

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Unexpected decision investigation

Preserve the product, environment, network, Cardinal request_id, canonical intent hash, non-secret transaction fields, returned decision and findings, expected result, timestamp, and internal reference. Do not change request data merely to obtain a preferred result. Fail closed on API errors, timeouts, or unavailable service.

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Security incidents

  1. Pause the affected transaction or integration flow.
  2. Rotate exposed Cardinal and partner credentials.
  3. Revoke or restrict affected sessions and permissions.
  4. Preserve sanitised logs, timestamps, request IDs, hashes, and public transaction references.
  5. Follow your organisation’s incident-response and notification process.
  6. Contact Cardinal through the agreed escalation route or the public contact details above.
Do not send live credentials or identity documents as evidence.

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SafeSend and Escrow support boundaries

SafeSend’s currently verified scope is a controlled Arbitrum Sepolia testnet MVP. Programmable Escrow remains in final testing and security hardening. Confirm the approved deployment, network, contract address, roles, value limits, and operational process before testing. Cardinal support cannot bypass smart-contract roles or state transitions, reverse a final blockchain transaction, recover private keys, determine legal ownership, or replace a licensed escrow provider.

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Pilot support

Include the signed scope, named owners, product, environment, approved networks and assets, value limits, test case, success criterion, and business impact. Use test assets unless the signed scope and all required approvals explicitly permit otherwise.

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Data handling

Share only the minimum evidence needed. Prefer request IDs, hashes, public transaction links, redacted screenshots, and non-secret logs.

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Cardinal support will never ask for

  • A private key or seed phrase
  • A password or full authentication token
  • An unrestricted API key
  • Remote signing authority
  • A transfer to a personal wallet
  • Identity documents through an unapproved channel
  • A confidential contract outside an authorised commercial process
If a request appears suspicious, stop and verify it using the published contact details on this page.