Support
How can we help?
Real people, email only, no ticket bots. Most questions are answered by the links below; everything else reaches us through the form, with a reference you can quote.
- Find my orderYour order page again, with the order ID from your receipt.
- Reset my passwordA single-use link to the address on your seller account. Resetting signs out every device.
- Report a store or listingCopyright, stolen data, malware, fraud. Reviewed by people; you can stay anonymous.
- Developer docsREST API, signed webhooks, dynamic delivery and the Buy button embed, on every plan.
Contact us
Tell us who you are and what happened. We reply by email, usually within one business day.
Just want to say hello, or ask about plans, domains or partnerships? Contact the team.
Common questions
Crypto payments confirm when the network does, usually within minutes; the order page refreshes itself. If you sent less than the amount shown, the order is marked underpaid and the seller has 48 hours to decide. If the invoice expired before you paid, nothing was taken and you can order again. Still stuck after an hour? Send us the order ID and the transaction hash below.
The seller. Every store has a Support page and every order page has a ticket button that goes straight to their dashboard. Hidden runs checkout, delivery and payouts; the seller is the merchant and decides on refunds. We step in when a seller does not respond or a listing breaks the terms.
Sign in with one of the eight recovery codes you saved when you turned two-factor on, then disable and re-enable it from Account, Security. No recovery codes? Write to us from the email on the account with details only the owner would know (recent order IDs, payout address, sign-up date). We never disable two-factor from a plain request.
Withdrawals under the auto-approve cap are sent as soon as they are requested; larger ones get a short manual review. Either way the transaction hash appears in your Wallet history and in the withdrawal.processed webhook. A flat $0.85 withdrawal fee is taken from your balance on top, so you receive the full amount you withdraw.
Most freezes are a report under review and lift within a few days once we have checked the listing and heard from you. Use the form below with your store slug (or reply to any message we sent you about it) and we will tell you the reason and what we need from you. Do not open a second account, which is itself a violation.
Starter and up include email support; Pro requests are answered first and Enterprise comes with a named contact. Free accounts can use this form too and are answered as capacity allows, with payment and security problems always first. There is no phone line or support chat.
Yes, on the Pro plan and up. Each seller brings their own bot (BotFather) and pastes the token in Payment methods, Telegram Stars. Buyers pay in XTR with one tap in the Telegram app. Stars land in your bot's balance and you withdraw them to a TON wallet on your own schedule; Hidden never holds the Stars. Refunds go through your bot and are at your own risk — your delivered product is already irreversible on our side.