Winding Down the Official Polkadot Support from Web3 Foundation

After years of service, we will be winding down the official support operation. This was not an easy decision. Support has been part of Polkadot since its earliest days, and has played a meaningful role in shaping how users experience the network.

A Foundation Built on Support

Over the years, the team has assisted tens of thousands of users across multiple channels. They've answered questions about staking, governance, wallets, and much more. Hundreds of knowledge-based articles were written to help users navigate Polkadot and understand concepts that can feel complex at first encounter. For many, those guides were an initial step into the ecosystem. They provided confidence to participate, propose, vote, stake or build - knowing that a support system was at hand.

Behind the scenes, a small and dedicated group of people worked tirelessly: responding to tickets, updating documentation, testing new features, and coordinating closely with developers. Their work helped bridge protocol innovation into something clear and practical.

A Strategic Shift: From Support to Products

As Polkadot matures, so does its strategy.

As our focus shifts towards enabling better products, and clearer user-facing interfaces across the ecosystem, the aim is to make participation in Polkadot more intuitive and self-serve by design.

In short: rather than scaling a centralized support function, we are prioritizing systems and products that make support less necessary.

Support Doesn't Disappear, It Decentralizes

End-user support isn't going away; it's evolving.

Polkadot has grown into a mature, decentralized ecosystem, with an active, knowledgeable community. Builders, nominators, governance participants, validators, and long-term contributors are highly capable and ready to support fellow Polkadot users. If you need assistance moving forward, please reach out to the community through the Polkadot channels on Discord, Reddit, and Telegram.

What to Expect Next

• The Support contact form will remain open for one more week after this announcement.
• After that, it will be closed, and all remaining tickets will be addressed until further notice.
• The AI chatbot will be decommissioned at the same time.
• The Support page will remain open for the time being, however, its content will not be maintained.

With Gratitude

As Polkadot moves forward, we do so with confidence in the resilience of the ecosystem and gratitude for everyone who has helped build it.