How do I submit and manage a support ticket?

You can request assistance from the Mapstone team by submitting a support ticket through your Account Dashboard. Support tickets allow you to keep your question and all related replies together in one private conversation.

Submitting a new support ticket

1. Connect the wallet associated with your Mapstone account.
2. Open the Support section of the Account Dashboard.
3. Click Create New Ticket.
4. Select the topic that most closely matches your question or issue.
5. Enter a clear description of what happened and any relevant details.
6. Click Submit.

When reporting a technical, transaction, or NFT-related issue, include as much relevant information as possible, such as:

• The NFT’s token ID or Mapstone page URL
• Your public wallet address
• The Ethereum transaction hash, when applicable
• The exact error message you received
• The steps you completed before the issue occurred
• Your browser, wallet, and device type

Never include your private key, Secret Recovery Phrase, wallet password, or one-time login code in a support ticket. Mapstone support will never ask you for these credentials.

Tracking and replying to a ticket

Your submitted tickets appear on the Support page and can be filtered by status:

• Pending: The ticket has been submitted and is waiting for review.
• In Process: A member of the Mapstone team is reviewing or responding to the issue.
• Closed: The support conversation has been completed.

Select a ticket to open the support conversation, review previous messages, and send additional replies. New support replies and ticket-status updates will also appear in your Mapstone account notifications.

If you have a verified email address and Support Messages are enabled under Email Preferences, you can also receive support updates by email.

Requesting an NFT metadata correction

You can also use a support ticket to request a correction to an NFT’s address information, map location, image, or metadata.

Include the NFT token ID or page URL, identify the information you believe is incorrect, describe the requested correction, and provide any reliable supporting information that may help Mapstone review the request. Submitting a request does not guarantee that the NFT will be changed; all metadata corrections are reviewed for accuracy before they are approved.

Mapstone support can help investigate account displays, metadata, transaction records, and website issues. However, support cannot reverse confirmed blockchain transactions, recover private keys, or transfer assets without authorization from the wallet that owns them.