Redesign /community/support/ as crisis-first support hub by konopkja · Pull Request #17583 · ethereum/ethereum-org-website

konopkja · 2026-02-16T21:23:22Z

Summary

Replaces the static markdown FAQ (73% negative rating, No.1 worst page on site) with a component-based card layout focused on the actual audience: scam victims (~40%), confused newcomers (~25%), and users with wallet issues (~15%)
Adds dedicated subpages for scams, FAQ, and common misconceptions with actionable guidance
Removes developer/node operator sections (content already lives at /developers/ and /run-a-node/) since <5% of visitors are developers
Uses modern Card components with colored accent shadows (matching /stablecoins/ editors choice pattern)

Context

Analysis of 17 direct Paperform submissions and 143 cross-site support-seeking submissions showed the page was designed for developers but visited almost exclusively by people in crisis. The emotional mismatch was the core design failure — a scam victim who lost their life savings would land on a page listing Alchemy University and CryptoDevs Discord.

What changed

New: app/[locale]/community/support/ — server + client component replacing the markdown-only page
New: public/content/community/support/scams/index.md — scam help, reporting, fund tracing
New: public/content/community/support/faq/index.md — wallet, transaction, staking FAQ
New: public/content/community/support/misconceptions/index.md — identity clarification
Modified: public/content/community/support/index.md — simplified to subpage links (Removed old markdown lander in lieu of react page)

Page structure

Hero with identity clarification (ethereum.org is not a wallet/exchange/platform)
Decentralization callout
Get help — "Something went wrong" + "Protect yourself" (colored shadows)
Learn — "Using Ethereum" + "Common misconceptions" (colored shadows)
"Still need help?" CTA pointing to ethereum.org Discord
Feedback card

Test plan

Verify page renders at /community/support/
Verify all 3 subpages render: /scams/, /faq/, /misconceptions/
Verify all internal links resolve correctly
Verify external links (revoke.cash, Chainabuse, IC3, etc.) are live
Check dark mode rendering
Check mobile responsiveness
Verify colored card shadows display correctly in both themes

Preview link

https://deploy-preview-17583.ethereum.it/community/support

🤖 Generated with Claude Code

…rt hub The support page is #1 on the naughty list at 73% negative. Analysis of 17 direct submissions and 143 cross-site support requests shows ~95% of visitors are scam victims, confused newcomers, or people with wallet issues — not developers. This redesign restructures the page around their actual needs. - Replace static markdown FAQ with component-based card layout - Add dedicated subpages for scams, FAQ, and misconceptions - Remove developer/node sections (content lives at /developers/) - Add colored accent shadows on priority cards (stablecoins pattern) - Focus "Still need help?" on community Discord only Co-Authored-By: Claude Opus 4.6 <noreply@anthropic.com>

netlify · 2026-02-18T22:49:25Z

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konopkja · 2026-02-19T08:53:06Z

mm think something is broken here for the main support page

wackerow · 2026-02-19T19:25:45Z

Applied some basic patches

The React page will replace the /community/support URL; I've removed the redundant/conflicting markdown page for this route -- This should fix the main landing page not always loading correctly
Refactored to use SimpleHero
Refactored to use ui/alert component

Longer review coming, but at a glance

seeing some new custom styling in here, with custom use of colors that are not in our standard color tokens
Scams part can be tricky: if a user "has been scammed" then they've likely already been drained, in which case steps like "move remaining funds" get complicated. If there is no ETH in there, then it's likely that no further transactions can be executed. There may be other (likely less liquid) assets still in the account, but sending ETH to the account to recover remaining assets could immediately get drained again by a hacker bot: https://www.veritasprotocol.com/blog/flashbots-wallet-recovery-to-rescue-assets-safely-veritas
On that note, would include "Revoke permissions" under "Protect yourself" content as well, since that's really more of a preventative measure.

konopkja · 2026-02-19T20:56:00Z

@wackerow thanks for fixing my slop! <3

new colors, which are they? on the main support page?

wackerow · 2026-02-20T17:30:17Z

+            <Card
+              className="grid grid-rows-[auto_1fr] overflow-hidden rounded-2xl border"
+              style={{
+                boxShadow: "0.75rem 0.75rem 0 hsla(var(--green-500), 0.25)",


cc: @konopkja an example of using base colors instead of our tokens. Each box shadow is using a base color

we try to note use the base colors, and stick to declared tokens which are color mode responsive

in this usage, they don't match the icon color... not necessarily a big deal, just noting

the box-shadow usage itself isn't really a design pattern we use anywhere else, other than on the very outdated /stablecoins page designs

Good points. Replaced the box-shadow with the same bg-gradient-to-right pattern used on the homepage use cases section (BentoCards). Each card now uses semantic accent tokens (accent-b, accent-a, accent-c, primary) with matching border colors, fully theme-responsive for light/dark mode. No more raw base colors or non-standard shadow patterns.

Use the same bg-gradient-to-r pattern as homepage BentoCards instead of raw base color box-shadows. All cards now use theme-responsive semantic tokens (accent-a, accent-b, accent-c, primary) with matching borders. Co-Authored-By: Claude Opus 4.6 <noreply@anthropic.com>

wackerow · 2026-02-20T22:15:52Z

+
+## There is no "Ethereum support team" {#no-support-team}
+
+Because Ethereum is decentralized, there is no official support team, help desk, phone number, or email address. No one from Ethereum or ethereum.org will ever:


Perhaps it's worth drawing an analogy to the internet here. Looking for official "Ethereum support" is kinda like looking for official "internet support." This of course doesn't exist, but depending what's going on you may be able to seek out support from your ISP, your router hardware manufacturer, the company behind the device you're using, the company behind the app or website you're using, etc.

wackerow · 2026-02-20T22:17:52Z

Box/card approach here feels overused

wackerow · 2026-02-20T22:20:45Z

+            <Card className="grid grid-rows-[auto_1fr] overflow-hidden rounded-2xl border border-accent-b/10 bg-gradient-to-r from-accent-b/10 from-20% to-accent-b/5 to-60% dark:from-accent-b/20 dark:to-accent-b/10">
+              <CardTitle className="flex items-center gap-4 border-b bg-background-highlight p-5">


The bg-background-highlight feels a bit off for there header bars from a design perspective.

Similarly, would consider flipping the direction of the gradients to maximize the contrast behind the text (light mode: light side of gradient behind text, dark mode: dark side of gradient behind text)

Example of using bg-background and the flipped gradients:

(Also includes matching the border-b color that separates the top bar of each from the content beneath)

If desired, patch would be:

bg-background-highlight -> bg-background

In that same className block, add border-accent-a/10 (or b, or c) or border-primary/10

bg-gradient-to-r -> bg-gradient-to-l rtl:bg-gradient-to-r (keeps rtl responsiveness)

wackerow · 2026-02-20T22:24:20Z

+        </Section>
+
+        {/* Still need help? */}
+        <Section


Perhaps a referral to EthStaker for staking related issues? I guess ideally we have a way to route people but that could get messy quickly, maybe not worth it

wackerow · 2026-02-20T22:27:34Z

+          <Shield className="mt-0.5 size-6 shrink-0 self-start" />
+          <AlertContent>
+            <AlertTitle className="text-body">
+              Ethereum is decentralized


"d" word isn't always understood well.. just an idea, perhaps simply "Ethereum is not a company"?

(soft suggestion, fine as-is)

- Accept ReactNode as svg prop - Use div instead of p for title rendering to increase flexibility for passing headers

wackerow · 2026-02-27T22:31:38Z

Marking as draft: This page currently exists in translated form. We should extract strings (once finalized) for intl and translate before merging for prod.

Add Blockscout and Revokescout as open-source alternatives on the scams support page. Co-Authored-By: Claude Opus 4.6 <noreply@anthropic.com>

konopkja requested review from minimalsm, pettinarip and wackerow as code owners February 16, 2026 21:23

github-actions Bot added the content 🖋️ This involves copy additions or edits label Feb 16, 2026

Merge branch 'dev' into pr/17583

a02d695

wackerow added 3 commits February 19, 2026 11:47

refactor: ssr page, rm redundant markdown lander

9e8e78f

refactor: use SimpleHero

e6c3ace

refactor: use ui/alert, rm redundant span wrapper

dec16e7

wackerow reviewed Feb 20, 2026

View reviewed changes

wackerow added the needs translations label Feb 20, 2026

wackerow added 3 commits February 25, 2026 21:32

refactor(ui): WindowBox

76274a8

- Accept ReactNode as svg prop - Use div instead of p for title rendering to increase flexibility for passing headers

refactor(ui): Use WindowBox for cards

690fb6c

feat: add revoke link to protect section

63ac2d7

wackerow marked this pull request as draft February 27, 2026 22:30

konopkja and others added 7 commits March 2, 2026 16:12

Remove Breadcrumbs link from scams page

b19fb94

Update security page: lead with recovery phrase instead of private keys

52069ef

Rewrite misconception headlines as questions

f7056ea

Update misconception link labels to match question format

9cc2a62

Change alert title to 'Ethereum is not a company'

57f487f

Merge branch 'dev' into pr/17583

abea428

deprecate(i18n): non-English support page

da2ee78

wackerow and others added 8 commits March 2, 2026 10:16

feat: add custom matomo events

19f0491

feat(ui): add AlertIcon to ui/alert

6da372d

refactor: use ui/alert AlertIcon for alert icon

a0c9bfb

patch: em dash spacing

5994068

patch: bold boundary

b2f259e

feat: add internet analogy

a45086e

feat: add analysis links

552491d

feat: add open source tooling options

889fb0c

Add Blockscout and Revokescout as open-source alternatives on the scams support page. Co-Authored-By: Claude Opus 4.6 <noreply@anthropic.com>

github-actions Bot added the translation 🌍 This is related to our Translation Program label Mar 2, 2026

myelinated-wackerow mentioned this pull request Mar 2, 2026

i18n: extract support page strings #17694

Merged

4 tasks

patch: add ethereum hrefs

8ea728a

wackerow approved these changes Mar 2, 2026

View reviewed changes

wackerow marked this pull request as ready for review March 2, 2026 21:16

wackerow merged commit e5fbbc7 into ethereum:dev Mar 3, 2026
7 checks passed

wackerow mentioned this pull request Mar 6, 2026

Deploy v10.26.0 #17725

Merged


		## There is no "Ethereum support team" {#no-support-team}

		Because Ethereum is decentralized, there is no official support team, help desk, phone number, or email address. No one from Ethereum or ethereum.org will ever:

		<Card className="grid grid-rows-[auto_1fr] overflow-hidden rounded-2xl border border-accent-b/10 bg-gradient-to-r from-accent-b/10 from-20% to-accent-b/5 to-60% dark:from-accent-b/20 dark:to-accent-b/10">
		<CardTitle className="flex items-center gap-4 border-b bg-background-highlight p-5">

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konopkja commented Feb 16, 2026 • edited by wackerow Loading Uh oh! There was an error while loading. Please reload this page.

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Page structure

Test plan

Preview link

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konopkja commented Feb 16, 2026 •

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