Support

Help & Support Center

Whatever you need, start here. Browse the guides below, follow steps for a common problem, or reach the mediation team directly.

Browse help topics

FAQ

Quick answers to the questions we hear most often.

How it works

The full escrow flow from invite to release, step by step.

Documentation

Detailed how-to guides for every part of a deal.

Trust & Security

How we keep funds and accounts safe.

Contact

Reach the mediation team or open a ticket.

Status

Live platform and settlement network status.

Guided help

Short, practical steps for the situations people run into most. If these do not resolve it, open a ticket and a mediator will help.

The other side has gone quiet before delivery

1Use the deal chat to request a delivery or progress update first.
2Remember the 3-day completion clock keeps the deal moving even without replies.
3If nothing is ever delivered, you are protected — funds stay in escrow.
4Open a dispute and a mediator will review the evidence from both sides.

You delivered and the buyer has gone quiet

1Confirm you delivered exactly what the deal describes and posted proof in the deal chat.
2If the buyer goes quiet after delivery, the inspection window auto-approves the release.
3Do not send or hand over anything outside the agreed deal terms.
4If you need help sooner, open a dispute and a mediator will step in.

Refund or cancellation

1If a deal has not been funded or delivered, it can be cancelled by agreement.
2For a funded deal, raise the issue in the deal chat first.
3If you cannot agree, open a dispute and submit your evidence.
4The mediator reviews both sides and decides where the funds go.

Account access problem

1Double-check your email and password, then try the password reset link.
2Make sure you are using the correct email address for your account.
3Disable browser extensions that may block login, or try another browser.
4Still locked out? Contact support from the email tied to your account.

Funding is not showing on the deal

1Confirm the transfer completed and reached the required confirmation depth.
2Check you sent the exact asset and amount shown on the deal funding screen.
3Allow a few minutes — funding is credited once the settlement network confirms it.
4Still missing after confirmation? Open a ticket with your transaction reference.

Sent on the wrong settlement network

1Always match the network shown on the funding screen before you send anything.
2Sending on the wrong network can delay or lose funds, so verify first.
3If you already sent on the wrong network, do not send again.
4Contact us immediately with your transaction reference so we can investigate. Full settlement details are on the crypto settlement page.

Questions specific to how funds are settled? See crypto settlement.

Still need help? Open a ticket

Reach a neutral mediator directly. Include your deal reference and any transaction references so we can act quickly.

Contact support Open a ticket Browse FAQ

Start in minutes

Ready to trade with confidence?

Create your account and open your first escrow deal in minutes. No setup fees, no surprises.

Create free account View pricing