Your Safe Report is a read-only version of your wallet that can help Exodus Support help with wallet issues.
The Safe Report does not give Exodus Support access to your wallet or funds, and does not contain your 12-word secret key, private keys, or passwords.
If you're using Exodus Pay, you can send the Safe Report when filling out the contact form in Exodus Pay. To learn how, visit: How do I contact Exodus Support?
In this article:
What information does my Safe Report contain?
Your 12-word secret key, private keys, and any other information that could compromise access to your wallet are not included in the Safe Report.
Your Safe Report contains the following information that can help our team understand any issues you might experience:
Public addresses and extended public keys (xpub and zpub): Shows all your public addresses, and for assets that use extended public keys, all xpubs and zpubs. This allows viewing of your wallet history and future transactions.
Transaction history: Shows your full transaction history.
Configuration file: Shows your Exodus version history, operating system, and wallet events such as download and restore dates.
Swap order history: Shows all your swap orders with our third-party swap API providers. This information can be useful if you need help with a swap.
Fiat order history: Shows all your crypto buy and sell orders with our third-party fiat API providers. This information is useful if you need help with an order. Does not includes any sensitive details like credit card or banking information.
Wallet errors: Shows any errors you've encountered.
How do I send my Safe Report to Exodus Support?
If you're using Exodus Mobile, you can only send your Safe Report if Exodus Support requests it through the in-app messenger. A human support agent may ask you to upload it during your conversation.
If you're using Exodus Desktop or Web3 Wallet, then you can send your Safe Report to Exodus Support using the contact form in the app. Before sending your message, turn on the option to include your Safe Report.
For detailed steps, see the guides below:
Mobile
On Exodus Mobile, sending your Safe Report is supported only if you started your conversation via the in-app messenger.
It's not possible to attach a Safe Report if you started the conversation over email. If you started the conversation over email and you're asked to share your Safe Report, you’ll need to contact support through the in-app messenger.
Here's how to share your Safe Report:
In Exodus Mobile, open the in-app messenger . a) Tap the conversation that was escalated to a live agent, or b) tap Send us a message to start a new chat.
a) After sending your first message, you’ll see a prompt asking if you want to share your Safe Report. To share it, b) tap Share a Safe report.
If your conversation is escalated to human support, they may also request the Safe Report, which you can send using the same method described above.
If your conversation is escalated to human support, you’ll also receive an email when you get a reply. You cannot share your Safe Report by email. To share it, open the conversation in the in-app messenger.
Tap Continue to confirm and upload your Safe Report.
Once it's uploaded successfully, you’ll see a message confirming it was sent.
Desktop
On Exodus Desktop, the easiest way to share your Safe Report with Exodus Support is through the contact form. If you enable the option to include your Safe Report, it will be automatically attached when you contact us:
If you prefer, you can also manually export the Safe Report as a .json file and send it as an email attachment:
How do I send my Safe Report from Exodus Desktop?
In Exodus Desktop, click on the Support icon in the top-right corner.
a) From the Help tab, scroll down and b) click Email Us.
a) From the dropdown menu, select the topic you need help with, then b) enter your email address, and c) a description of your issue.
a) Click to read the Terms of Use, Privacy Policy, and use of AI, then b) check the box to accept.
a) Toggle on Share your Safe Report. Take a moment to review, then b) click Send.
How do I export my Safe Report as a .json file?
Follow these steps to export and save your Safe Report as a .json file. After exporting, you can attach the file to your email to Exodus Support.
The Safe Report .json file can help Exodus Support investigate any issues with your wallet. However, if you want to export your wallet’s transaction history for yourself, visit: How do I export my transaction history?
In Exodus Desktop, a) click the Support icon. b) From the Help tab, scroll down and c) click Export Safe Report.
A .json file named exodus-report-SAFE-(date+time).json will be saved on your desktop in a folder named exodus-exports. You can attach this file to your email to Exodus Support.
While the Safe Report doesn’t contain any information that could compromise your wallet, it does include data that could allow anyone with it to monitor your wallet activity. Therefore, we recommend deleting the .json file and emptying the Trash or Recycle Bin folder when done using it.
Web3 Wallet
In Exodus Web3 Wallet, a) click on the Profile icon, then b) click Support.
Next, click Contact Us.
Click on the What can we help you with? dropdown menu.
Scroll through the list of categories and select one that best describes the issue you need help with.
a) Enter your email address, b) a message with the details of what you need help with, then c) click on the button beside Include a Safe Report. When you’re ready, d) click Send.
