Two routes in, and one question decides which one yours takes.
Then it is about the pool, and someone else will hit it too.
A connection that gets refused, a stat you cannot read, share math, firmware reporting a version field the pool did not expect.
Post in the Support categoryThe answer stays searchable for whoever looks next month.
Then it goes somewhere that is not indexed.
A specific payout, your worker names, anything that only makes sense with the address attached.
Message the support groupor email support@sweethash.ioMail lands in the same private queue, and replies come back by mail.
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 looks up works the same way from a private message, so nothing is lost by sending it there.
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, and do not reply to it.
Staff replies carry a staff badge on the forum. Nothing sent from outside it should be trusted with more than a public address.
Solo mining is a lottery and nothing here 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 the question is why no block has landed yet, the payout preflight shows what would be paid and where, before you mine at all.
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.
Trust nothing. Verify the staff badge on the reply.