Redesign /community/support/ as crisis-first support hub

public/content/community/support/faq/index.md

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+---
+title: Frequently asked questions
+description: Common Ethereum questions about wallets, transactions, staking, and more.
+lang: en
+---
+
+# Frequently asked questions {#faq}
+
+## I sent crypto to the wrong address {#wrong-wallet}
+
+A transaction sent on Ethereum is irreversible. Unfortunately, if you sent ETH or tokens to the wrong wallet, there is no way to reverse the transaction.
+
+**What you can do:**
+
+- **If you know the owner of the address**, contact them directly and ask them to return the funds
+- **If the address belongs to an exchange or known service**, contact their support team, as they may be able to help
+- **If you sent tokens to a contract address**, check whether the contract has a withdrawal or recovery function (this is rare)
+
+In most cases, there is no way to recover the funds. No central organization, entity, or person owns Ethereum, which means no one can reverse transactions. Always double-check the recipient address before confirming.
+
+## I lost access to my wallet {#lost-wallet-access}
+
+Your recovery options depend on the type of wallet you use.
+
+### If you have your seed phrase (recovery phrase)
+
+You can restore your wallet in any compatible wallet app using your seed phrase. This is why it is critical to keep your seed phrase stored safely offline. Check your wallet provider's documentation for restore instructions.
+
+### If you have lost your seed phrase
+
+Without your seed phrase or private keys, your funds cannot be recovered. No one, including ethereum.org, can reset your password or restore access to a self-custody wallet.
+
+### If your account is on an exchange
+
+If your account is on a centralized exchange like Coinbase, Binance, or Kraken, contact the exchange's support team directly. They control accounts on their platform and may be able to help with password resets or account recovery.
+
+<Alert variant="warning">
+<AlertEmoji text=":shield:"/>
+<AlertContent>
+<AlertDescription>
+
+**Never share your seed phrase with anyone** claiming to help you recover your wallet. This is one of the most common scam tactics. No legitimate service will ever ask for your seed phrase.
+
+</AlertDescription>
+</AlertContent>
+</Alert>
+
+<DocLink href="/guides/how-to-use-a-wallet/">
+  How to use a wallet
+</DocLink>
+
+## My transaction is stuck or pending {#stuck-transaction}
+
+Transactions on Ethereum can get stuck when the gas fee you set was lower than what the network currently requires. Most wallets let you fix this:
+
+- **Speed up:** Resubmit the same transaction with a higher gas fee
+- **Cancel:** Send a 0 ETH transaction to your own address using the same nonce as the pending transaction
+
+### Helpful guides
+
+- [How to speed up or cancel a pending transaction on MetaMask](https://support.metamask.io/transactions-and-gas/transactions/how-to-speed-up-or-cancel-a-pending-transaction/)
+- [How to cancel pending Ethereum transactions](https://info.etherscan.com/how-to-cancel-ethereum-pending-transactions/)
+
+## How can I claim my Ethereum giveaway? {#giveaway-scam}
+
+Ethereum giveaways are scams designed to steal your ETH. Do not be tempted by offers that seem too good to be true. If you send ETH to a giveaway address, you will not receive a giveaway, and you will not be able to recover your funds.
+
+[More on scam prevention](/security/#common-scams)
+
+## How do I stake ETH? {#how-to-stake}
+
+To become a validator, you must stake 32 ETH in the Ethereum deposit contract and set up a validator node. You can also participate with less ETH through staking pools.
+
+More information is available on our [staking pages](/staking/) and at [the staking launchpad](https://launchpad.ethereum.org/).
+
+## How do I mine Ethereum? {#mining-ethereum}
+
+Ethereum mining is no longer possible. Mining was switched off when Ethereum moved from [proof-of-work](/glossary/#pow) to [proof-of-stake](/glossary/#pos) during [The Merge](/roadmap/merge/) in September 2022. Now, instead of miners, Ethereum has validators. Anyone may [stake](/glossary/#staking) ETH and receive staking rewards for running validator software to secure the network.

public/content/community/support/misconceptions/index.md

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+---
+title: Common misconceptions about Ethereum
+description: Clearing up the most common misunderstandings about how Ethereum works.
+lang: en
+---
+
+# Common misconceptions about Ethereum {#misconceptions}
+
+## Is Ethereum a company? {#not-a-company}
+
+Ethereum is open-source, decentralized technology maintained by thousands of contributors worldwide. There is no company called "Ethereum" that manages accounts, holds funds, or provides customer support.
+
+The [Ethereum Foundation](https://ethereum.foundation/) is a non-profit organization that supports Ethereum's development, but it does not own or control the network. No single entity does.
+
+**[ethereum.org](/)** is a community-run educational resource. It is not an exchange, wallet, or financial institution. It does not hold any user funds and cannot access any accounts.
+
+<DocLink href="/what-is-ethereum/">
+  What is Ethereum?
+</DocLink>
+
+## Can someone recover or freeze my funds? {#no-fund-access}
+
+Unlike a bank, there is no central authority on Ethereum that can freeze, seize, or recover funds. The person holding the private keys (or seed phrase) has full and sole control over a wallet.
+
+This means:
+
+- **No one can recover funds** you sent to the wrong address
+- **No one can reverse** a transaction after it is confirmed
+- **No one can freeze** your wallet or block your transactions
+- **No one can reset your password** if you lose your seed phrase
+
+This is why protecting your seed phrase is critical. It is the only way to access your wallet. If it is lost or stolen, there is no recovery option.
+
+<DocLink href="/security/">
+  Ethereum security and scam prevention
+</DocLink>
+
+## Can I still mine Ethereum? {#no-mining}
+
+Ethereum switched from [proof-of-work](/glossary/#pow) to [proof-of-stake](/glossary/#pos) during [The Merge](/roadmap/merge/) in September 2022. Mining is no longer possible on Ethereum.
+
+The network is now secured by validators who [stake](/glossary/#staking) ETH. Anyone can participate:
+
+- **Solo staking:** Run your own validator with 32 ETH—[learn more](/staking/solo/)
+- **Staking as a service:** Delegate node operation while keeping your keys—[learn more](/staking/saas/)
+- **Pooled staking:** Stake with less than 32 ETH by joining a pool—[learn more](/staking/pools/)
+
+<DocLink href="/staking/">
+  Learn more about staking
+</DocLink>
+
+## Is there an Ethereum support team? {#no-support-team}
+
+Looking for "official Ethereum support" is similar to looking for "official internet support." This of course doesn't exist, but depending on your issue you may be able to seek out support from your internet service provider, your router hardware manufacturer, or one of the companies behind the device, app or website you're using.
+
+Ethereum is similar. There is no company, support team, or help desk behind Ethereum as a whole, but depending on the issue you may find help by reaching out to your _wallet provider_, _staking service_, _exchange_, _financial institution_ or the _team maintaining an app_ you're using.
+
+Since Ethereum is publicly transparent by default, you may also find [block explorers](/developers/docs/data-and-analytics/block-explorers/), [analytics tools](/developers/tools/analytics/), and other [online investigation resources](/community/support/scams/#analyze) useful in looking into a problem directly.
+
+That said, no one from Ethereum or ethereum.org will ever:
+
+- Contact you via direct message
+- Ask for your seed phrase or private keys
+- Ask you to send ETH to verify your wallet
+- Offer to help you recover funds for a fee
+
+**Anyone doing any of the above is trying to scam you.**
+
+If you need help, the real communities that can assist are listed on the [support page](/community/support/). These are volunteer-run, open communities—not official support channels.
+
+<DocLink href="/security/">
+  Ethereum security and scam prevention
+</DocLink>