Scam or legit?

Yesterday you opened a ticket on the maker's website. This reply arrives.

Inbox

Re: Ticket #48213 — Device won't connectVaultly Support <support@vaultly.example>

Thanks for contacting us about ticket #48213.Please try a different USB cable and update through the Vaultly app you already have installed.Reminder: we will never ask for your recovery phrase.

How to spot this (Reply to your support ticket)

References the ticket you actually opened.
Points you to the app you already have, not a download link.
Explicitly says they'll never ask for your phrase.

Remember: Real support answers a request you started, sends you to tools you already trust, and never asks for your phrase.

All brands in these scenarios are fictional. Scenarios are based on common scam patterns.