Knowledge Base & Help Desk

The searchable knowledge base, the in-app assistant, and reaching a human.

Two separate things, for two different kinds of question.

Knowledge Base

Apps → Knowledge Base. A searchable library of articles covering the platform, indexed for retrieval so search matches meaning rather than only exact words.

Use it for questions with a documented answer: how a flow works, what a term means, why something behaves the way it does.

The assistant

A widget available across the site. It answers from the knowledge base rather than from general knowledge, which means it will tell you when something is not covered instead of inventing a plausible answer.

The assistant is grounded in the indexed knowledge base. If it says it does not know, that is a real answer about the documentation’s coverage — not a failure to try. Take that to the Help Desk.

Good questions for the assistant:

• “What confirmations does USDT need?”
• “Why did my purchase say I already own that?”
• “What happens when my plan expires?”

Questions for a human instead:

• “My deposit says PARTIALLY_PAID, here is the transaction hash.”
• “I was rejected on verification and the note is unclear.”
• “A number in Positions disagrees with what I see on-chain.”

Help Desk

Others → Help Desk. Reaches a person.

Include, wherever it applies:

Include	Why
Transaction hash	Lets support check the chain directly
Asset and network	Most deposit issues are a network mismatch
Deposit reference or state	Points at the exact record
Screenshot of the discrepancy	Faster than describing it
What you expected vs what happened	Separates a bug from a misunderstanding

A transaction hash turns most deposit tickets from a conversation into a lookup. It is the single most useful thing to include.

Priority Support — the $150 add-on — gives a four-hour response, around the clock. Elite plans include a dedicated account manager separately.

Direct contacts

For	Where
General enquiries	The contact page on the main site
Security vulnerabilities	Reporting a vulnerability
Press	The press kit page
Partnerships	The contact page

Never send anyone your password, your 2FA codes, or your recovery codes — including anyone claiming to be BlackQuant support. Support never needs them and will never ask. Anyone who does is not support.

Before you open a ticket

Most tickets resolve faster against Troubleshooting, which covers deposit states, sign-in problems, 2FA lockouts and purchase errors with the specific fix for each.