Make sure the person who contacts you is the real pancackeswap team before you give them all the information. I have experienced many times that the person who contacted me isn't the real team, he only used a telegram username almost the same as the real one. Moreover, the real team of exchange probably doesn't ask for very secret information such as password, key phrase, private key. They don't need this secret information to solve the problem. If someone asked about it, you must suspect there is something wrong with the person.