I need support, who can I contact?

Summary

Now that you’ve submitted your bug report, there may come a situation where you need to request help with your report. For example, if the project refuses to provide evidence for closing your report as a duplicate or known issue. In cases like this, you will likely need to request Immunefi’s help in order to mediate and find a solution.

Keep in mind that contacting non-support staff for help with a bug report is a rule violation, so do not simply approach anyone who is working at Immunefi. It will also slow down the process of providing you with support.  

Please ensure that your support requests are made using the appropriate channels listed below.

Where can I request for help from Immunefi and get support for my bug report?

To ensure efficient and effective communication, we have established specific channels for supporting security researchers on Immunefi:

• Immunefi Dashboard: Use the request for help feature in your bug report to highlight bug-report-related issues immediately to our team.
• Email: For general or account-related enquiries, please use [e-mail]
• Discord: For questions and quick help, you can utilize the #support-requests channel on our Discord server. Tag @oddlyspecivik (Oddly) or @p3p1n (Pepin).
• Twitter: You can also reach out via DMs to Immunefi support team members on this list.

Is it okay to contact other Immunefi staff members who are not part of the support team, through channels like LinkedIn for help?

No, it is best to avoid doing this, as it is a violation of the rules. Instead, keep your requests to the appropriate channels. 

Is it okay to pester Immunefi staff members (support or non-support) because I’m not getting the response I wanted on my bug report?

No. Any harassment or abusive behavior against Immunefi staff will result in an immediate and permanent ban from the platform.

Is it okay to ask projects directly on their Discord, Twitter, or email to follow up on a bug report?

No. Don’t contact projects directly regarding a bug report. The Immunefi Dashboard is the only place to communicate with projects about your bug report. Contacting projects outside the Immunefi Dashboard may also result in a warning or a permanent ban from Immunefi.