Claims support is not only about reporting an incident. It is about knowing what information is required, what stage the review has reached, and what happens next.
When a defined incident occurs, the next step should be clear. ENGAGEX provides a structured path for eligible participants to report an incident, submit relevant evidence, and follow the review process.
Never share private keys, seed phrases, or wallet-control access while reporting an incident. A valid support or review process should rely on relevant documentation, public transaction data, and other appropriate evidence, not access to your wallet.
A complete and accurate submission helps make the review process clearer and more efficient.
Make sure you hold an eligible ENGAGEX protection arrangement and review the relevant protection terms. These terms explain the defined events, exclusions, submission window, and any applicable limits.
Prepare a clear incident summary, timeline, transaction references, relevant wallet addresses, platform logs, screenshots, and any information that helps establish ownership and loss.
Never share private keys, seed phrases, or wallet-control access while reporting an incident. A valid support or review process should rely on relevant documentation, public transaction data, and other appropriate evidence, not access to your wallet.
Submit your incident as soon as possible after it occurs. Some protection arrangements may have specific reporting windows or evidence deadlines.
Share what happened, when it happened, and which eligible protection arrangement may be affected. Include the basic facts clearly and accurately.
STAGE - 01
Upload or share the requested documents, transaction details, and proof of loss or ownership. ENGAGEX may request additional information when the available evidence is incomplete.
STAGE - 02
The reported incident is reviewed against the applicable protection terms, defined event criteria, exclusions, and available evidence. Where relevant, the review may include technical, on-chain, or operational analysis.
STAGE - 03
Once the review is complete, the outcome and next steps are communicated through the relevant support or claims channel. Any approved outcome remains subject to the applicable terms, conditions, and available protection structure.
STAGE - 04Claims support is not only about reporting an incident. It is about knowing what information is required, what stage the review has reached, and what happens next.
ENGAGEX Support can help you understand document requirements, resolve technical submission issues, and identify the right channel for your incident.
Your incident can move through clear stages such as Submitted, Evidence Review, Assessment, and Outcome. This helps you understand where your report stands without relying on vague updates.
Support teams and reviewers cannot override eligibility criteria, change the applicable protection terms, or guarantee an outcome. Every review follows the relevant framework for that protection arrangement.
ENGAGEX believes that a protection process should be clear before an incident happens—not only after one occurs.
Before participating, review the relevant protection terms carefully. They explain what may be considered a defined event, what is excluded, what evidence is required, and how the review process works.
Digital assets involve risk. Normal market price movements, investment outcomes, and trading performance are not automatically protection events. Any protection is limited to defined events and the applicable terms.
Be cautious of anyone claiming they can guarantee a claim approval, recover funds for a fee, or validate an ENGAGEX protection arrangement by asking for your private keys, seed phrase, or a direct transfer of crypto assets.