Customer support is not the first thing that comes to mind when people talk about Web3. But for many users, especially those taking the first step of their own in-laws, it is often the difference between staying or leaving.
At Trust Wallet, we have spent years simplifying the Web3 experience for millions of people around the world. We are building towards a future where everyone can use their wallets like a personal bank. But we know that getting there isn’t always easy.
That’s why there’s no deep human mission behind every smart feature we ship. It’s about preventing users from being left behind.
Put another way, we intentionally go beyond what most people expect from a Web3 support desk. We are 100% committed to making it simple, secure and accessible for everyone. That commitment extends to how we protect and support our users beyond product capabilities. Fraud prevention and fast, reliable customer support as a core priority.
20 million to 20 million and all support tickets in between
In just a few years, Trust Wallet’s user base has grown more than 10 times. This is downloads from over 20 to 20 million people worldwide. This kind of scale comes from trust, not just from hype.
Building and maintaining that trust means being there when things go wrong. Because even the most intuitive designs, Web3 can still feel complicated. Incorrect transfers, unexpected contract interactions, and phishing links are the confidence of moment testing, especially for first-time users exploring Crypto.
That’s where our customer support team intervene. Not only to solve problems, but to take action. To research, escalate, and coordinate across platforms when users need the most support.
For example, this year alone:
Users helped recover fraud-related losses of over hundreds of thousands, including a single case in which a significant five-digit amount was returned through collaboration with Binance’s security team. It also helped hundreds of thousands of people to halt over centralized and decentralized exchanges in fraud-related transactions. In-app security scanners blocked $162 million in potentially harmful transactions.
Additionally, in 2024, we helped users recover USD 1.3 million, but with cooperation from central exchange, this number could be much higher.
“Our support team is the backbone of our commitment to trust,” said Joel K, CS lead at Trust Wallet. “Users come to us in some of the most difficult situations: fraud, lost funds, emergency escalations, etc. We don’t just respond. We roll our sleeves and work across the ecosystem and get things right.”
These are not isolated victory. They are part of a deliberate user-first system built to intervene. This is even in the Web3 part which assumes that in most cases it is beyond recovery.
AI behind Trust Wallet’s Always-on Customer Support
Trust Wallet combines AI efficiency with human expertise to provide users with the best in both worlds in customer support.
We have doubled the size of our human support team to significantly improve service levels and enhance security operations. This expansion is extremely important, especially as tickets related to fraud can be part of what takes the most time to resolve. Our AI-powered chatbots play an important role in this efficiency. We help tens of thousands of users each month with common questions and quick answers.
Chatbots are available 24/7 to help you answer basic questions, guide users to self-service articles that suit your situation, and create support tickets when needed. This means quick resolution for simple problems.
However, bots are just part of the solution. In the case of high complexity, a team of trained human agents reviews the information collected by the bot and follows up with coordinated assistance. This ensures that all cases attract an appropriate level of attention. From simple troubleshooting to more technical and detailed support.
We also want users to know the right way to reach trust wallet support.
Start with the Help Center or talk to a chatbot. Chatbots can answer the most common questions and escalate to support agents if necessary. And equally important, users need to learn how to find fake support scams. This education blog post features many examples. In short, Trust Wallet Support will not contact you first, ask for recovery phrases, or request remote access to your device. Paying attention to these red flags is key to keeping your assets safe.
Integrating AI into your workflow allows you to respond faster, reduce latency and focus your human team’s expertise in wherever you are most important.
It’s not just expanding, it’s a concern
As we grow, we are responsible too. Fraud related cases are one of the most sensitive and time-consuming things we handle. So we doubled the size of our support team and continued to invest in internal tools. This allows you to act faster, dig deeper, and provide the kind of support that most users don’t expect from a crypto wallet.
It also integrated automation to help scale, helping tens of thousands of users per month with common issues. But we have confirmed that important things remain human. While automation helps speed, it builds real trust because you know that when someone fights for you, you fight for you.
“As a CS representative, my job means that users will appear to users when they are most vulnerable,” says Alejandro of Trust Wallet Support Specialist. “We reached out to people with panic and thought everything was gone, and we helped them recover. That’s not what they expect from their wallets, but that’s what we do.”
That way of thinking about what appears even when it is difficult is what sets our support apart.
People come first on the road to Web3 Neo Bank
Trust wallets are rapidly becoming the gateway to the chain economy. Today, we support features from one wallet, including over 100 blockchains, millions of assets, staking, NFT, token swap and more.
But we haven’t stopped there. We are laying the foundation for something bigger: Web3 Neobank, living entirely on-chain. No branches, no documents, no intermediaries – complete control of users, their devices, and their financial lives.
Getting there means solving real problems with services, not just technology.
Whether you are exploring Web3 for the first time or managing assets across multiple chains, we believe support is not an option. It’s an infrastructure. And when we scale to the next 500 million users, that’s what sets us apart.
Wallets you can expect – even when things don’t go well
In a decentralized world of “you yourself” Trust Wallet is choosing a different path. User protection, education, and real human support are built in from day one.
It’s not just about closing tickets or rerouting questions. By chasing stolen funds, tracking the flow of fraud, and helping users regain control, we go much deeper. Our support team runs with simple convictions. We are here even when others don’t. That’s our promise. And that’s what we’re going to hold.
Disclaimer: Content is for informational purposes, not investment advice. Web3 and Crypto have risks. Do your own research into your interactions with Web3 applications or crypto assets. Displays terms of use.
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Note: The numbers, numbers, or illustrations quoted are reported and subject to change at the time of writing.
The Human Layer of Web3: A post about an approach to support Inside Trust Wallet first appeared on Beincrypto.
