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Need help with Orca? This guide explains the available support channels and what information to include when requesting help.

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Support channels

For account-specific or sensitive issues, use the in-app support widget. It helps verify wallet ownership and keeps your request in a private support thread.

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In-App Support

The in-app support system is the recommended channel for wallet-specific or transaction-specific requests.

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Why use In-App Support?

  • Wallet verification — Helps confirm that you control the wallet involved in the request
  • Private support thread — Keeps account-specific details out of public channels
  • Issue routing — Helps route your request to the appropriate support flow
  • Relevant details — Lets you provide transaction IDs, screenshots, and other context in one place

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How to open a support ticket

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Step 1: Navigate to Orca

Go to orca.so and connect your wallet.

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Step 2: Access Support

On desktop:
  • Click the Support button in the bottom-right corner, or
  • Click your wallet icon in the top-right corner and select Support
On mobile:
  • Tap your wallet address in the top-right corner
  • Select Support

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Step 3: Sign the message

To verify wallet ownership:
  1. A signature request appears.
  2. Review the message in your wallet.
  3. Sign the message if the details are correct.
Signing this message verifies wallet ownership and does not submit a blockchain transaction.

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Step 4: Start a new chat

  1. Click Start a New Chat.
  2. Fill in the support form:
    • Select the issue category.
    • Describe the issue clearly.
    • Include relevant transaction IDs if applicable.
    • Attach screenshots if helpful.
  3. Click Send.

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Step 5: Check for responses

  • Check My Chat for replies.
  • Responses appear in the same chat thread.
  • Response times vary based on support volume, issue complexity, and the information provided.

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Community channels

For general questions and community discussion, Orca is active on Discord and Telegram.

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Discord

  1. Join the Orca Discord.
  2. Browse community channels for existing answers.
  3. For account-specific or sensitive issues, use in-app support instead.

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Telegram

  1. Join Orca Telegram.
  2. Ask general questions in the group.
  3. For account-specific or sensitive issues, use in-app support instead.

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Community channel tips

  • Search existing channels first; your question may already be answered.
  • Keep questions concise and specific.
  • Use in-app support for account-specific, wallet-specific, or sensitive issues.
  • Be cautious of scammers. Orca team members will not DM you first to provide support.

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What to include in your request

Providing clear details can help support review your request.

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Example detailed request

I tried to swap 100 USDC for SOL on [date], but the transaction failed. I saw a “slippage exceeded” error. Transaction ID: [xxxxx]. My slippage setting was 1%. Screenshot attached. Expected result: swap submitted successfully. Actual result: transaction failed.

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Less helpful request

My swap didn’t work. Please help.

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Common issues to check

Before contacting support, you may want to review the following.

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Transaction failed

  • Check that your wallet has enough SOL for transaction fees and any required account costs.
  • Review your slippage setting and the risks of changing it.
  • Refresh the quote before trying again.
  • Check whether the selected route, pool, or market conditions changed before execution.

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Position not showing

  • Verify that the correct wallet is connected.
  • Refresh the page and wait for data to load.
  • Check that the position NFT is in your connected wallet.

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Swap shows zero output

  • Check that you have sufficient token balance.
  • Verify the token mint address.
  • Try reviewing a smaller amount.
  • Check whether liquidity or routing is available for the selected token pair.

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Wallet will not connect

  • Refresh the page.
  • Try a different browser.
  • Clear cache and cookies.
  • Update your wallet extension or app.
Full FAQ →

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Support request guidelines

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Do

  • Be specific and detailed.
  • Include relevant transaction IDs.
  • Attach screenshots when helpful.
  • Keep follow-ups in the same support thread.
  • Check FAQs for common questions.

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Do not

  • Share private keys or seed phrases.
  • Send the same issue repeatedly across multiple channels.
  • Share sensitive information in public channels.
  • Click links from people DMing you about support.
  • Send tokens or NFTs to anyone claiming to verify your wallet.

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Security warnings

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Scam prevention

Orca support will not:
  • Ask for your seed phrase or private keys
  • DM you first on Discord, Telegram, or any platform
  • Ask you to send tokens or NFTs to verify your wallet
  • Direct you to unofficial websites
If someone does these things, treat it as a scam. Report and block the account.

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Safe practices

  • Use official links, such as orca.so.
  • Verify that Discord and Telegram channels are official.
  • Never enter seed phrases anywhere except your wallet.
  • Bookmark orca.so to reduce phishing risk.
  • Review all wallet prompts before signing.

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Response times

Response times vary based on:
  • Issue complexity
  • Support volume
  • Information provided in the request
  • Whether additional investigation is required
  • Support channel used
For account-specific or transaction-specific issues, use in-app support and follow up in the same ticket.

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Escalation

If your issue is not resolved:
  1. Provide any additional information requested by support.
  2. Follow up in the same ticket.
  3. Include relevant transaction IDs, screenshots, or updated details.
  4. For account-specific issues, continue using in-app support.