Security
Someone is asking for my recovery phrase
That is an attempt at theft, without exception. No legitimate service ever needs it.
A recovery phrase reconstructs all of your private keys. Whoever holds it controls your funds, immediately and permanently. There is no situation in which a conversion service, a technical support team or an authority would need it.
The requests take credible forms: wallet verification, account migration, unblocking a transaction, an urgent security procedure. The pretext varies, the goal never does.
The rule is absolute: never enter it anywhere except your own wallet during a restore you initiated. If you have shared it, move your funds to a new wallet immediately.
Going further
This article does not cover your case?
Open a ticket with the order number and, if it concerns a deposit, the transaction hash. Those two items are usually enough to settle it with no further exchange.
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