Overview

When you contact Fireblocks Support for sensitive workspace operations, such as account recovery, the support agent initiates additional verification. This security step protects both you and Fireblocks from impersonation and phishing attempts. It ensures that only authorized workspace owners or admins can approve critical account changes, and confirms you're communicating with a legitimate Fireblocks support agent, not an attacker impersonating our team. Without this verification, malicious actors could impersonate Fireblocks support to gain unauthorized access, trick you into making critical changes, or compromise your workspace through social engineering.

How to approve a verification request

1. You receive a notification on your Fireblocks mobile app.
2. Open the notification to view the request details and your support ticket ID.
3. If a PIN code is displayed, read it back to the support team.
4. Approve the request using biometric authentication.
5. Support proceeds with your requested change.

Unexpected verification requests

This verification process is legitimate and part of Fireblocks' security protocols. However, if you receive a verification request that you did not expect or initiate through Support:

1. Reject the request immediately in your mobile app.
2. Contact Fireblocks Support to report the unexpected request.

Fireblocks monitors for suspicious verification activity. Reporting unexpected requests helps us identify potential security threats.

If you have questions about a verification request or didn't receive one when expected, contact Fireblocks Support.