> ## Documentation Index > Fetch the complete documentation index at: https://docs.snagsolutions.io/llms.txt > Use this file to discover all available pages before exploring further. # User Support Tool > Get help with Snag including support channels, documentation, and contact information. The User Support tool is a powerful admin interface designed to help support staff and administrators quickly find, investigate, and manage user accounts. It provides comprehensive visibility into user profiles, loyalty balances, transaction history, and account management capabilities. ## Overview The User Support tool enables you to: * **Search for users** by multiple identifiers (wallet address, user ID, display name, social handles) * **View complete user profiles** including metadata, social connections, and profile information * **Manage loyalty balances** across multiple wallets and currencies * **Review activity history** including transactions, multipliers, and badges * **Take administrative actions** such as blocking users, updating balances, and merging wallets * **Add internal notes** for tracking support interactions and user status ## Searching for Users You can search for users using any of the following identifiers: * **Wallet address** (e.g., `0x1234...5678`) * **User ID** (unique identifier assigned to each user) * **Display name** (user's profile name) * **Social handles** including: * Twitter/X username * Discord username * Telegram username * Other connected social accounts Search terms must be at least 5 characters long. The search is case-insensitive and supports partial matches. ### Search Process Type your search query in the search field. You can use wallet addresses, user IDs, display names, or social handles. Click the Search button or press Enter to execute the search. If multiple users match your search, you'll see a list of matching users. Click on any user to view their detailed profile. ## User Profile Overview When you select a user, the tool displays a comprehensive profile card showing: ### Profile Information * **Profile image** and display name * **User ID** and **Loyalty Account ID** (with copy buttons) * **Social connections** (Twitter, Discord, Telegram, etc.) * **Location** and **Portfolio** links (if available) * **Link to public profile** for viewing the user's public-facing profile page ### Balance Overview The balance section displays: * **Total multiplier** across all active multipliers * **Total balances** for each loyalty currency (summed across all wallets) * **Per-wallet balances** showing individual wallet addresses and their respective balances If a user has multiple wallets linked to their account, each wallet's balance is displayed separately. You can merge wallets to consolidate balances. ## Managing User Accounts ### Updating Balances You can manually adjust a user's loyalty balance for any currency: Click the "Update Balance" button next to the wallet you want to modify. Enter the new balance amounts for each currency. The system will automatically calculate the difference and create a transaction. Review the changes and confirm. The system creates a credit or debit transaction to adjust the balance to your specified amount. Balance updates create permanent transaction records. Always verify the correct amounts before confirming changes. ### Merging Wallets When a user has multiple wallets, you can merge balances from one wallet into another: Click the "Merge Here" button next to the destination wallet (the wallet that will receive the merged balance). Choose which wallets to merge from and which currencies to transfer. The system shows you the planned transfers. Review to ensure accuracy. Confirm the merge operation. All selected balances will be transferred to the destination wallet. After merging wallets, balances from source wallets are debited and added to the destination wallet. This operation creates transaction records for audit purposes. ### Blocking and Unblocking Users You can block users to prevent them from earning points or completing actions: Click the "Block" or "Unblock" button next to the user's wallet address. Enter a reason for blocking the user. This helps track why users were blocked. Optionally mark the user as "block exempt" to prevent automatic blocking in future block runs. Confirm the block or unblock action. Blocked users cannot earn points or complete loyalty actions. Unblocking restores full access. Users marked as "block exempt" won't be automatically blocked in future automated block runs. ### User Verification Status Users can be marked as "Verified" to indicate manual verification. This status: * Prevents automatic blocking in block runs * Can be removed by clicking the X icon next to the "Verified" badge * Helps track users who have been manually reviewed ## Activity History The Activity section provides detailed history of user actions across three tabs: ### Transactions Tab Shows all loyalty transactions including: * **Timestamp** of each transaction * **Rule name** that triggered the transaction * **Wallet address** that received the points * **Amount** and **currency** of the transaction * **Currency image** for visual identification ### Multipliers Tab Displays active multipliers including: * **Timestamp** when multiplier was applied * **Multiplier amount** (e.g., 1.5x, 2x) * **Rule name** or description * **Wallet address** associated with the multiplier ### Badges Tab Shows earned badges with: * **Timestamp** when badge was earned * **Badge image** and **name** * **Status** (active/inactive) * **Wallet address** of the badge recipient Activity history supports pagination. Use the scroll functionality to load more historical data. ## Internal Notes You can add internal notes to track support interactions, user status, or any relevant information: Find the "Internal Notes" textarea in the user profile card (top right section). Type your notes. Examples include: - "Likely Sybil account" - "Under review for suspicious activity" - "Customer support ticket #12345" - "Verified identity on 2024-01-15" Notes are automatically saved after 1 second of inactivity (debounced). You'll see a success toast when notes are saved. Internal notes are limited to 500 characters and are only visible to admin users. They persist across sessions and help maintain context for support interactions. ## Advanced Actions ### Handling Compromised Wallets When a user reports that their wallet has been compromised, you have several options depending on the situation: #### Understanding Wallet Restrictions The main wallet is the core account object and **cannot be disconnected by users**. Users can only disconnect secondary wallets (additional wallets connected to their account). This restriction prevents users from gaming the leaderboard by rotating through wallets that share multipliers. #### Option 1: Transfer Balances to New Wallet (Recommended) If the user wants to preserve their loyalty progress, you can transfer their balance from the compromised wallet to a new wallet: Search for the user using the compromised wallet address in the User Support tool. Click "Update Balance" next to the compromised wallet and set all balances to zero, or use the balance update feature to debit the full amount. Search for or create the user account with the new wallet address, then use "Update Balance" to credit the same amounts to the new wallet. Add internal notes documenting the wallet transfer and reason (e.g., "Wallet compromised - balance transferred to 0x... on 2024-01-15"). After transferring balances, the user can connect their social accounts to the new wallet through profile settings. Their progress will be preserved on the new wallet. #### Option 2: User Self-Service (If Multi-Wallet Enabled) If the user has multiple wallets connected and multi-wallet support is enabled: * Users can disconnect their secondary wallets from profile settings * Users can connect those secondary wallets to a new primary wallet * Points from the disconnected wallets will transfer with them to the new wallet * **Note:** Users cannot disconnect their main wallet themselves This option only works if the user already has multiple wallets connected. If they only have one wallet (the compromised one), they'll need admin assistance. #### Option 3: Wipe User Metadata (Fresh Start) If the user wants to start completely fresh with a new wallet: This action is **irreversible** and will delete: * Profile details and metadata * Balances and transaction history * All associated user data Only use this action when the user explicitly wants to start from scratch or for GDPR compliance/account deletion requests. Click the "Wipe User Metadata" button in the user profile card. Read the warning message carefully and confirm that you want to proceed. The wipe operation may take a few minutes to complete. You'll receive a notification when it's finished. After wiping, the user can connect their social accounts to a new wallet through profile settings and complete rules again to earn points. After wiping user metadata, the user will need to reconnect their social accounts and complete loyalty rules again to start earning points. All previous progress will be lost. ### Copying User Details You can quickly copy user information: * **Copy User ID**: Click the copy button next to the User ID * **Copy Wallet Address**: Click the copy button next to the wallet address * **Copy All User Details**: Use the copy button next to the user's name to copy a JSON representation of all user data including loyalty accounts The "Copy All User Details" feature exports a complete JSON object that includes user information and all associated loyalty accounts. This is useful for debugging or exporting user data. ## Multiple User Results When your search returns multiple users, you'll see a list view showing: * **Profile images** and **display names** * **User IDs** and **wallet addresses** * **Current balances** for each loyalty currency * **Social handles** (Twitter, Discord, Telegram) Click on any user in the list to view their detailed profile and manage their account. ## Best Practices Update balances when: * Correcting errors in point calculations * Compensating users for support issues * Adjusting balances after rule changes * Manual adjustments for special promotions Always document the reason in internal notes. Merge wallets when: * Users have accidentally created multiple accounts * Consolidating accounts after identity verification * Cleaning up duplicate or test accounts Verify wallet ownership before merging to prevent fraud. When a user reports a compromised wallet: **Preserve progress (recommended):** * Debit balance from compromised wallet * Credit balance to new wallet * User connects social accounts to new wallet **User self-service (if multi-wallet enabled):** * User disconnects secondary wallets * User connects secondary wallets to new primary wallet * Points transfer automatically **Fresh start:** * Use "Wipe User Metadata" if user wants to start over * User reconnects social accounts and completes rules again Always verify wallet ownership before transferring balances. Block users when: * Detecting fraudulent or Sybil activity * Violation of terms of service * Suspicious behavior patterns * Request from compliance or legal team Always provide a clear reason for blocking. Use internal notes to: * Track support ticket numbers * Document user verification status * Note suspicious activity patterns * Record important user interactions * Maintain context for future support interactions Keep notes concise and professional. ## Troubleshooting ### User Not Found If a user doesn't appear in search results: * Verify the search term is correct (minimum 5 characters) * Try searching with different identifiers (wallet address vs. user ID) * Check if the user account exists in the system * Ensure you're searching within the correct website/organization context ### Balance Discrepancies If balances don't match expected values: * Review the Transactions tab to see all balance changes * Check for failed transactions that may not have been applied * Verify multipliers are correctly applied * Look for transactions from multiple wallets ### Multiple Wallet Issues If a user has multiple wallets causing confusion: * Review all wallets in the balance section * Consider merging wallets if they belong to the same user * Verify wallet ownership before taking actions * Check the Activity tab to see which wallet was used for each transaction ### Compromised Wallet Reports If a user reports their wallet has been compromised: * **Verify the request**: Confirm the user's identity before taking any action * **Check for multiple wallets**: If they have secondary wallets, they can disconnect and reconnect them to a new primary wallet themselves * **Transfer balances**: Use the balance update feature to debit from the old wallet and credit to the new wallet * **Document the action**: Always add internal notes explaining the wallet transfer * **Consider wiping**: Only use "Wipe User Metadata" if the user explicitly wants to start fresh Always verify wallet ownership before transferring balances or taking administrative actions. Compromised wallet situations require careful verification to prevent fraud. ## Related Documentation * [Managing User Accounts](/loyalty/managing-user-accounts) - General user account management * [Updating Balances](/loyalty/updating-balances) - Programmatic balance updates * [Blocking Users](/loyalty/blocking-users) - User blocking and moderation * [Multi-Wallet Support](/loyalty/multi-wallet-support) - Understanding multi-wallet functionality