Mission Control

Welcome to the Torzon Helpdesk. Our support team operates 24/7/365 to ensure your transactions are secure and your disputes are resolved fairly. We prioritize anonymity and efficiency.

Support Team
ONLINE
Avg Response Time
4h 12m
BTC Deposits
2 Confirms
XMR Deposits
10 Confirms
Dispute Queue
Low Load

⚠️ SECURITY PROTOCOL MANDATORY

Torzon operates on a Zero-Knowledge basis. We cannot read your messages unless they are encrypted. Any ticket containing sensitive data (Addresses, Tracking #, Transaction Hashes) MUST be PGP encrypted using the Admin Public Key. Tickets sent in clear-text containing private info will be automatically closed for your safety.

Before You Open a Ticket

SELF-DIAGNOSIS TOOL

90% of support tickets are solved by waiting or checking the blockchain. Please review these common scenarios before contacting an admin.

My Deposit is Missing (Bitcoin / Monero)

Diagnosing Missing Deposits

Cryptocurrency transactions on the darknet are not instant. We require multiple confirmations to prevent "double-spend" attacks.

  • Bitcoin (BTC): Requires 2 confirmations. If your wallet says "Sent" but the blockchain has 0 or 1 confirmation, the market does not see the money yet. This depends on the fee you paid. If you paid a low fee, it may take hours. Check your TXID on a block explorer.
  • Monero (XMR): Requires 10 confirmations (approx 20 minutes). Because of Ring Signatures, we cannot "see" incoming funds instantly. If 2 hours have passed and the balance is still 0, you may have a sync issue or used the wrong address.
  • Phishing Check: Did you verify the URL? If you deposited to a phishing site, Torzon support cannot help you. Always verify the PGP signature of the login page.
Vendor is Ghosting / Order Not Shipped

Dealing with Unresponsive Vendors

Vendors are human. They take weekends off. They have emergencies.

  • Processing Time: Check the listing. If it says "Handling time: 3 days", do not ticket after 24 hours.
  • Auto-Cancel: If a vendor does not mark an order as "Shipped" within 72 hours (or the time specified in their profile), the system automatically cancels the order and fully refunds your coins to your wallet. You do not need a ticket for this.
  • Last Seen: Check the vendor's profile. If they haven't logged in for 7 days, they may be AWOL. In this case, use the Cancel button if available.
I Lost My 2FA / PGP Key

Account Recovery Policy

We take account security extremely seriously. We do not disable 2FA simply because you asked. That is how accounts get hacked (Social Engineering).

  • Mnemonic Seed: If you have your 12-word mnemonic phrase provided at signup, you can reset your 2FA and password instantly on the Login page.
  • PGP Signed Message: If you lost your password but still have your Private PGP Key, you can sign a message to prove ownership. Support will verify the signature and send a reset link.
  • Total Loss: If you lost your Password, your 2FA, AND your Mnemonic seed... the account is gone. We cannot restore it. Create a new account.

The Dispute Process

HOW TO WIN

A "Dispute" is the formal mechanism where a Torzon Moderator acts as a judge for funds held in Escrow. We do not guess; we decide based on evidence. Follow this timeline to ensure the best outcome.

Phase 1: Negotiation & Extension

Before clicking the red "Dispute" button, message the vendor. 80% of issues are postal delays. Use the "Extend Escrow" button to add 3-5 days to the auto-finalize timer. This shows the moderator you are patient and reasonable.

Phase 2: Opening the Dispute

If the timer is about to run out and no package has arrived (or the item is wrong), click "Dispute".
CRITICAL: Never "Finalize" an order if you have an issue. Once finalized, the funds are released to the vendor and Support CANNOT retrieve them.

Phase 3: Evidence Submission (24-48 Hours)

Upon opening a dispute, a chat room opens between You, the Vendor, and the Mod. You must post evidence immediately.

  • For Non-Arrival: State your country and the date. If you have "Informed Delivery" (USPS) screenshots showing nothing arriving, post them.
  • For Bad Quality: High-resolution photos are required. Place a piece of paper with your username and today's date next to the product in the photo.
  • For Seizure: Upload a scan of the "Love Letter" (Seizure Notice) from customs. Ensure the tracking number matches.
Phase 4: The Verdict

The moderator reviews the vendor's history (success rate) and your history (refund rate).
outcomes: Full Refund (Buyer wins), Release Funds (Vendor wins), or Split 50/50 (Common for lost uninsured mail). The moderator's decision is final and cannot be appealed.

Ticket Templates

COPY & PASTE

Our support queue is long. Vague tickets ("Where is my money?") are deprioritized. Use these templates to get a fast response.

Missing Deposit (XMR/BTC)

COPY Subject: Missing Deposit - [Username] 1. Coin: [Monero / Bitcoin] 2. TXID (Hash): [Paste long string here] 3. Amount: [e.g. 0.5 XMR] 4. Time Sent (UTC): [HH:MM] 5. Deposit Address used: [Paste Address] (I have waited 12+ confirmations)

Report Vendor / Scam

COPY Subject: Vendor Report - [Vendor Name] 1. Vendor Username: [Name] 2. Violation: [Asked for FE / Wickr / Fentanyl] 3. Order ID (if applicable): [#123456] 4. Evidence: [Paste Chat Log or Link] Note: This vendor is attempting to direct users off-market.

Support FAQ & Policies

What is FE (Finalize Early)?
FE is a high-risk payment mode where funds are released to the vendor before the item is delivered. This removes Escrow protection. Support cannot refund FE orders if the vendor scams you. Only use FE for vendors you trust implicitly or who have "Established" status (Level 10+).

Why is my account banned?
Common reasons include: Doxxing (posting personal info), Phishing attempts, Spamming vendors, or selling Prohibited Items (weapons, poisons, CP). We have a zero-tolerance policy.

Refund Policy for Cryptos
Due to market volatility, refunds are calculated in the fiat value (USD/EUR) at the time of the order, then converted back to crypto at the current rate. This ensures neither party loses value due to price swings during the dispute.

Vendor Bond Return
Vendors leaving the market can request their bond back via ticket. The shop will be put in "Holiday Mode" for 30 days to ensure no late disputes arise. After this cooling-off period, the bond is refunded to the provided wallet.