OpenSea customer service migrates from Discord to Metalink to better protect its community

On Tuesday, Non-Fungible Token, or NFT, the OpenSea platform launched a server on Metalink to give verified owners of its collections a d...



On Tuesday, Non-Fungible Token, or NFT, the OpenSea platform launched a server on Metalink to give verified owners of its collections a direct channel for support, feedback and updates. Additionally, OpenSea said it will no longer offer customer support via Discord DMs. Metalink is a collaboration application for NFT communities that provides users with a place to see the value of their collection and monitor its associated real-time transaction flow. Additionally, channels hosted on Metalink are token-protected, which means that proof of ownership of an NFT or social token is required to access the content.

According to OpenSea, the platform is making the switch after scammers started impersonating support associates on its Discord page. As a crypto enthusiast, @seanbonner writing:

“[It happens like this,] People go to OpenSea Discord and post their support tickets. Meanwhile, attackers monitor these channels and then contact people [via DMs] posing as OpenSea support, armed with information about their support request [to conduct scams].”

In a letter sent to the Metalink community this morning, Stevey Tromberg, Community Manager at OpenSea, said:

“Our goal is to create a direct channel for you to interact with OpenSea to get help, offer feedback, receive updates, and share any other information that will help us serve you better. We will have a staff of Dedicated OpenSea community support who will spend a few hours a day at Metalink All will be marked as OpenSea Verified Staff [throughout the Metalink platform].”

Tromberg explained that the onboarding process would start slowly, starting with the owners of Cryptopunks, then Bored Apes, then World of Women and more. “Without message requests, the ability to see who owns which NFTs, or seamless verification, it’s hard to feel safe on other chat platforms,” ​​he concluded.

Blockchain projects have migrated en masse to social platforms, such as Discord, over the past year in an effort to better communicate with their growing communities. However, there has also been an influx of scam artists using sophisticated methods to compromise the funds of crypto enthusiasts. In one notable case, Hong Kong Monkey Kingdom’s NFT project lost $1.3 million after hackers first hacked Grape, a popular software for verifying users on Solana (GROUND).

They used the exploit to take over an administrative account of Money Kingdom staff, who in turn posted a phishing link in the Monkey Kingdom Discord announcement channel. Some users who clicked on the link connected their wallet to a fake website thinking they were buying NFTs for an upcoming drop, but were drained of their funds.