Miners ask two kinds of question here, and they belong in different places.
Post in the open when a second person will hit the same thing: a connection that
gets refused, a stat you cannot read, share math, firmware that reports its
version field in a way the pool did not expect. The answer then keeps working for
whoever searches it next month.
Message the support group privately when the question needs your payout address, a
specific payout, or your worker names. That message lands in an inbox only the
team reads.
Why the address stays private
Your payout address is how this pool identifies you. NexusPool holds no balance
and no keys for you, so that address is the only handle in play. Public topics get
indexed, and search engines keep their copy long after you edit yours. Everything
the team needs to look up works the same way from a private message.
What to include
Name the chain, say what you expected and what happened instead, give the time
with your timezone, and add the miner model and firmware version. That covers what
the team would ask for anyway, and it usually saves a round trip.
Nobody on this team asks for keys
No one from NexusPool asks for a private key, a seed phrase, or a wallet password.
Support works from a public address and nothing else. Treat any message that asks
for one as an impersonation attempt, report it here, and do not reply to it.
What support cannot do
Solo mining is a lottery, and nothing in this category changes that. The team can
read your shares back to you, confirm what the chain shows, and find a bad setting
in your config. It cannot move the odds, which come from network difficulty and
the hashrate you point at it. If you are asking why no block has landed yet, the
payout preflight page shows what would be
paid and where, before you mine at all.
Common questions
Do I need an account to get help? You need one to post or to message the
group. Reading is open to anyone.
Can I post my address if I mask part of it? Yes for a format question, where
the shape matters and the exact characters do not. Send the full address privately
when the question is about a specific payout.
How do I know a reply is really from the pool? Staff replies carry a staff
badge on this forum. Nothing sent from outside it, by email or chat, should be
trusted with anything beyond a public address.
Where do I check what the pool is running? The
changelog lists every release, and the
technology page covers how work is assigned and
how Stratum V2 is wired.
Trust nothing. Verify the coinbase output on the block itself.
