A message that says it is support

Somebody has replied to your problem, they are polite, they know which market you were on, and they are asking for one specific thing. The useful part is that you do not have to judge any of that.

What it is: A message offering help, on a channel outside the market
Where you meet it: Chat apps, forum private messages, email, comment replies
What it settles: That it is not support, because of where it arrived
Cannot tell you: Anything worth weighing. Do not start weighing it

The specimen

from: a chat account, a forum inbox, an email address
re: your login problem

Hello, this is Torzon support. We can restore your access.
Please confirm your username, password and current code
so we can verify ownership of the account.

the from line already answered the question

A support message, with the only line you need marked. The body can be as polished as you like. The channel is what settles it, and the channel is visible before you read anything else.

Why the channel is the whole answer

Support for a market lives inside the market, behind a login, in a ticket attached to an account. That is not a policy somebody chose to be strict about. It is the only place where the party you are talking to can see who you are and what your orders were.

So there is no chat account, no forum handle and no email address that is genuinely support, and that means you never have to assess the message. You are declining a category, not judging a person, and that is far easier to do the same way every time.

How it finds you

You posted about a problem. A public request for help is a list of people in trouble, and it gets read.
You are in an obvious group or channel. No targeting needed, just volume.
Your handle is reused somewhere else. Which is its own reason to keep names separate.
You replied to something once. Any answer at all marks the account as live.

What to do

Do not reply. A reply confirms the account is live and worth more effort.
Do not send anything, ever, in any framing. Not a password, not a code, not a recovery phrase, not for verification, not for migration.
Go back to the ordinary causes, which is where nearly every access problem actually lives.
If you already sent a code, change what you can from a checked address immediately and assume a live session on the other side.

Why replying at all is the mistake

Any answer marks the account as live, attended and worth more effort, which is why the polite refusal costs more than silence. There is nothing to gain from the exchange in any branch of it. If the message was genuine, which it was not, you have lost nothing by ignoring it, because real support sits behind the login you already have.