TRUSTWAVE FAQ

Questions about the process?

Find answers about investigations, case submissions, evidence, client accounts, communication and what TRUSTWAVE can and cannot guarantee.

Search by words such as case, evidence, blockchain, account or recovery.

GENERAL

TRUSTWAVE is a digital investigation and case-management service focused on reported online fraud, scam incidents, digital evidence organization, online intelligence and applicable blockchain transaction analysis.
People who need to document or investigate a reported digital fraud or scam-related incident may submit a case. Each case is considered according to the information and evidence available.
No. The available evidence, platforms involved, transaction information, circumstances and other relevant details can differ from case to case.

CASES & SUBMISSIONS

Create or access your client account and use the case submission form to provide the incident details and available evidence.
Useful information may include the incident date, platform involved, payment or transaction details, relevant contact information, a description of what happened and supporting evidence.
Additional evidence and information can be associated with a case as the case-management features are used. Clients should keep their own copies of important original evidence.
Registered clients can use the client portal to view available case information, status and updates.

EVIDENCE & BLOCKCHAIN

Screenshots, messages, transaction records, account information, relevant links, dates and other material that helps establish what occurred may be useful.
Where applicable, publicly visible blockchain transaction information may be examined as part of a wider case review. Blockchain analysis does not by itself guarantee that assets can be recovered.
No. Never provide a cryptocurrency recovery phrase, private key, password, PIN, authentication code or similar sensitive credential.

OUTCOMES & EXPECTATIONS

No. Investigation and recovery outcomes can depend on the available evidence, circumstances of the incident, platforms involved, counterparties, jurisdictions and actions by third parties.
Timing can vary according to the complexity of the case, the amount of information available and factors outside TRUSTWAVE's control.
No. Investigation findings and recovery of funds or assets are separate outcomes and recovery may depend on actions by banks, exchanges, platforms, counterparties or appropriate authorities.

COMMUNICATION & SUPPORT

Clients can use the available WhatsApp communication option on the Contact page. Case-related communication can also be handled through the client case system as those features are made available.
TRUSTWAVE's current direct-contact option is WhatsApp messaging rather than phone calls.

CLIENT ACCOUNT

Yes. Client registration and login use Firebase Authentication, allowing registered clients to return and sign in with their account credentials.
Password recovery should be handled through the account recovery process associated with the client authentication system.
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INFORMATION SECURITY

Protect your sensitive credentials.

TRUSTWAVE does not need your passwords, PINs, private keys, cryptocurrency recovery phrases or authentication codes to document a case.

Do not send highly sensitive credentials through the website, WhatsApp or other communication channels.

Still have questions?

Contact TRUSTWAVE or access the client portal to begin documenting your incident.

Contact TRUSTWAVE