A screen sharing request should be handled as a support-entry boundary check. The point is not to judge the person on the other side of the conversation, but to decide whether the task belongs in a known Ledger entry, on the Ledger Wallet screen, or outside the device workflow.
Support entry comes before shared screens
Before showing an app window or following a guided step, return to a known support or app entry. Record what the request asks for and compare it with the task visible from that known path. If the known entry does not describe the same step, pause the session.
The entry verification checklist gives a simple way to separate contact path, app state, device state, and local record.
Ledger Wallet context should define the task
If the request mentions setup, recovery, connection, or update, open Ledger Wallet from the known entry and read the task context there. The app should explain what is happening before the hardware screen asks for any action.
- Keep backup words and PIN values out of shared screens.
- Do not let a conversation replace the device-screen review.
- Record app version, device model, and visible prompt.
Backup boundaries stay separate from help sessions
Recovery phrase words are backup material, not support-session content. A user can record that a backup boundary was checked, but the record should never include the words themselves. The recovery phrase explainer provides a stable reference for that boundary.
Close with a narrow action record
End the check with support entry, requested task, Ledger Wallet state, device-screen wording, and final decision. That keeps the article useful without turning support contact into the authority for device approval.
