Support
Most Superhero problems are one of three things: a transaction that did not do what you expected, a client showing stale data, or a wallet that will not connect. Diagnose which one you have first, because it decides where the report goes. Then file it with enough detail to reproduce without a follow-up.
Triage first
Work down this list before filing anything. Each step rules out a whole class of problem.
| Check | How | What it tells you |
|---|---|---|
| Did the transaction land? | Look the hash up on aescan.io (opens in a new tab) (testnet: testnet.aescan.io (opens in a new tab)) | If the chain has it and succeeded, the problem is display, not execution |
| Is the backend up? | The status panel in the app footer | The backend indicator goes red when the API has not answered for 60 seconds. A red indicator explains missing feeds, charts and token data |
| Is your device online? | Same panel, blockchain indicator | Driven by the browser's own online state |
| Is it the indexer lagging? | Compare the token page against the contract | Chain state is authoritative; the API can be behind it by a short interval |
| Is it your wallet? | Try a different surface: extension, the app's built-in wallet, or wallet.superhero.com | Narrows a signing failure to one wallet |
If the chain shows your transaction as successful and the app disagrees, it is a client or indexer issue, so report it. If the chain shows it reverted, the error is on-chain (a slippage floor you crossed, a missing allowance, an insufficient balance), and Troubleshooting is the better starting point.
Where to report
| What | Where |
|---|---|
| Bug or feedback about the web app, mobile apps or PWA | github.com/superhero-com/superhero/issues (opens in a new tab). The app's "Send Feedback" button opens the same tracker |
| Bug in the API, the indexer or a trending score | github.com/superhero-com/superhero-api (opens in a new tab) |
| Bug in the AI agent skill (scripts, guides, ACIs) | github.com/superhero-com/superhero-agent-skill (opens in a new tab) |
| Privacy or data-protection questions | superherowallet@protonmail.com |
What to include
The minimum is the token name, your address, the tx hash, and what happened. Expand it into this, and your report will be actionable on the first read.
Always:
- What you expected, and what happened instead. One sentence each. This is the single most useful line in any report.
- The transaction hash, if a transaction was involved, even a failed one. Without it nobody can see what the chain did.
- Your account address (
ak_…). It is public on-chain already; including it costs you nothing and saves a round trip. - The network. Mainnet or testnet. They behave differently and have different contract addresses.
- The exact URL you were on, including the token symbol or post ID in the path.
- Surface and version. Web browser and version, or iOS/Android app, or PWA, or the agent skill.
For a trading problem, add:
- The token name and its sale address (
ct_…). - The amount you entered and the quote the trade card showed.
- Your slippage setting. The default is 1% in the token trade card, 5% on the DEX, and 3% in the agent CLI, and a reverted sell is very often a slippage floor doing its job.
- Whether the allowance step succeeded, if you were selling. A sell is two transactions; report both hashes.
For a posting problem, add:
- The post ID (the
…_v3form) or the parent post ID if it was a comment. - Whether the post appeared on-chain. Check the transaction before assuming it was lost. An indexer delay looks identical to a failed post in the feed.
For an agent problem, add:
- The script and subcommand you ran, and the JSON it printed. Every script emits structured JSON on success and a prefixed error on failure.
- The runtime driving the skill.
- Never include
AE_PRIVATE_KEY, a mnemonic, or an unclaimed invite link. Invite links carry a one-time secret; pasting one into a public issue hands it to whoever reads it first.
Do not post these anywhere
- Your private key or secret key, in any form, to anyone, for any reason. No Superhero process ever needs it. Anyone asking is attacking you.
- Your mnemonic or seed phrase.
- Unclaimed invite links.
- Screenshots that show any of the above, including a wallet's reveal screen.
Support can always be given from a public address and a transaction hash. If a "support agent" insists otherwise, that is the tell.
Security disclosure
If you have found a vulnerability in a contract, the app or the skill, disclose it privately first.
Do not open a public GitHub issue describing a live vulnerability in a contract that holds user
funds. Send it to superherowallet@protonmail.com. See Security Model for
what the protocol does and does not defend against.
Related
- Troubleshooting: the wallet and connection problems that account for most reports.
- Risks: losses that are working as designed rather than bugs.
- Explorers: how to read a transaction before reporting it.
- Fees & Slippage: why a sell reverts, and how to stop it happening again.
- FAQ: the 23 canonical answers, plus developer and agent questions.
- Official Links: every official URL and contact.