Marinade is non-custodial, which means we have no account for you, no dashboard of your activity, and no way to look you up by name or email. Everything we can see about your position comes from your wallet address on-chain.
Without it, we cannot check anything, and the conversation stalls while we ask for it. Sending these details in your first message is the single fastest way to get your issue resolved.
Always Include
Your wallet address. The public address, the one starting with letters and numbers that you can copy from your wallet. This is the most important item.
Which product. Marinade Native, Marinade Select, Marinade Liquid (mSOL), a Recipe reward token, the USDC Vault, or Borrow.
What you were trying to do, and what happened instead.
When it happened. A date and rough time is enough.
If a Transaction Is Involved
The transaction signature, if you have it. You can copy it from your wallet's activity list or from an explorer such as Solscan. This lets us see exactly what happened rather than guessing.
The exact error text, or a screenshot of it.
Whether the transaction failed, succeeded, or never appeared.
Tell Us About Your Wallet Setup
A surprising number of issues come down to the wallet rather than to Marinade, so this saves a round trip:
Which wallet you use, for example Phantom, Solflare, or Backpack.
Browser extension or mobile app, and which browser.
Are you using a hardware wallet? If so, which device, and what firmware and Solana app version it is on.
Whether your wallet has multiple accounts, and whether you are sure the right one is connected.
See Using Marinade With a Hardware Wallet if a hardware wallet is involved.
Never send your seed phrase, recovery phrase, or private key. Not to us, not to anyone, for any reason. Marinade support will never ask for them, and anyone who does is trying to steal from you. We only ever need your public wallet address, which reveals nothing that is not already on-chain.
Leave Your Email So You Do Not Have to Wait Around
Our team is small and spread across time zones, so a human may not be available the moment you write in. Please bear with us. Your message is not lost, and we work through them as we come online.
Add your email address to the conversation and our reply reaches you there. You can close the tab and get on with your day rather than keeping the chat open waiting for someone to appear.
It also helps to keep everything in one conversation. Starting a new chat about the same problem splits the history and slows us down.
What Happens Next
With the details above we can look at your position and transactions on-chain and tell you what actually happened. Without them, we can only describe general behaviour, which is rarely what you need when something has gone wrong with your own funds.
If you have already sent a message without these details, just add them as a follow-up. It will get to the answer faster than waiting.