OpenSea Launches Verified Customer Support to Fight Discord Scammers


On Tuesday, OpenSea and NFT communications platform Metalink announced a new partnership aimed at preventing social engineering attacks carried out through Discord DMs. if The edge previously reported, some trust scammers have made millions of dollars by impersonating customer service representatives on OpenSea’s official Discord server and tricking NFT holders into sharing details that would allow the scammers to take control of their cryptocurrency wallets.

OpenSea hopes to reduce these scams by using Metalink, which operates a “token-gated” communication platform so that only users who have certain NFTs in their cryptocurrency wallets can gain access. When they do this, they are connected to verified OpenSea support reps, theoretically excluding potential scammers.

“OpenSea will partner with Metalink as we look to delve deeper into the NFT ecosystem,” Stevey Tromberg, OpenSea’s community head, said in a statement. “Our goal is to create a direct channel for you to interact with OpenSea to get support, provide feedback, receive updates, and share other information that can help us serve you better.”

According to an OpenSea press release, staff will spend a few hours each day processing support requests through the Metalink platform, and initially these requests will be limited to users with an NFT of Metalink’s supported collections: Bored Ape Yacht Club , World of Women , CyberKongz and a handful of others.

Security Notice Reads: Stay vigilant when using Discord, crypto platforms, and managing your money.  The OpenSea staff will never: - first contact you in DMs - ask for your wallet seed phrase - invite you to another server - ask you to click a link to access your wallet

A security announcement shared in the official OpenSea Discord.

The announcement is significant because it includes an admission from OpenSea that Discord, the go-to community building platform for cryptocurrency and NFT projects, is no longer viable as a way to provide customer support.

Social engineering attacks have plagued NFT Discords in general, and the chat platform also says it is working harder to prevent these attacks. But there’s only so long that OpenSea, a dominant force in the NFT economy, can continue to spread the word that “all DMs are scams” before pressure mounts to do something about it.

OpenSea’s Discord server remains active and will continue to be used for many other types of official company messages. But switching to another sensitive communications service is likely to cause other NFT projects to weigh their options.

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