IMPORTANT DISCLAIMER
This is an informational website about Prime Market. We are NOT Prime Market support. If you need to contact the actual Prime Market support team, please use the official onion link and in-market support system detailed below. We cannot assist with account issues, disputes, or any marketplace-specific problems.
Secure Contact Methods
How to safely and securely contact Prime Market support team.
In-Platform Support Ticket
The most reliable way to contact Prime Market support is through the official support ticket system within the marketplace. This ensures your communication is secure, encrypted, and will reach the appropriate support team member.
How to Access Support:
- Log in to Prime Market using a verified onion link
- Navigate to the Support section in the main menu
- Select Create New Support Ticket
- Choose the appropriate category for your issue
- Provide a detailed description of your problem
- For sensitive information, use PGP encryption
Pro Tip: Include your ticket number in all communications about a specific issue. This helps the support team track and respond to your case more efficiently.
PGP Secure Communication
When sending sensitive information to Prime Market support, always encrypt your messages using PGP. The support team's official PGP key can be found in the marketplace's support section.
Prime Market Support PGP Fingerprint:
Always verify this fingerprint in the marketplace before sending sensitive information.
Important: The full PGP key can be downloaded from the support section in Prime Market. Never use a PGP key provided by external sources or forums.
Support Categories
Prime Market has specialized support teams for different issues. Selecting the correct category ensures your issue is routed to the appropriate team for faster resolution.
Account Issues
Login problems, 2FA setup, account security concerns, password recovery
Payment & Wallet
Deposit/withdrawal issues, missing funds, transaction problems
Vendor Support
Vendor account issues, listing problems, verification questions
Disputes
Order disputes, mediation requests, escrow issues
Security
Reporting security concerns, phishing reports, compromised accounts
General Inquiries
Other questions, feedback, feature requests
Expected Response Times
Prime Market support team response times vary depending on the issue category and current ticket volume. Here are the typical response timeframes for different issue types:
| Issue Type | Typical Response | Priority Level |
|---|---|---|
| Account Security | 6-12 hours | Highest |
| Payment Issues | 12-24 hours | High |
| Disputes | 3-5 days | Medium |
| Vendor Support | 24-48 hours | Standard |
| General Inquiries | 24-72 hours | Standard |
Communication Best Practices
How to effectively communicate with Prime Market support for faster resolution.
Do
- Be clear and concise in describing your issue
- Include relevant details like order numbers or transaction IDs
- Use PGP encryption for any sensitive information
- Select the appropriate support category for your issue
- Be patient and allow appropriate response time based on issue priority
Don't
- Share your password or mnemonic phrase (even with support staff)
- Create multiple tickets for the same issue
- Include personal identifying information in your messages
- Use threatening or abusive language (may result in account restrictions)
- Contact support through unofficial channels or social media
Sample Support Request Template
Subject: [Issue Category] - Brief Description
Ticket Priority: [High/Medium/Low]
Username: [Your Username]
Issue Details:
I am experiencing [describe the problem in detail]. This started on [date/time]. I have already tried [describe any troubleshooting steps taken].
Relevant Information:
- Order ID: [if applicable]
- Transaction ID: [if applicable]
- Screenshots: [attached or described]
Thank you for your assistance.
[Your Username]
Security Warnings
Important security information about contacting Prime Market support.
Phishing Attempts
Be aware that scammers often impersonate Prime Market support staff. Official Prime Market support will never contact you first, ask for your password or recovery phrase, or request funds to be sent to an external address. All legitimate support communication happens only through the official support ticket system within the marketplace.
Staff Impersonation
Prime Market staff all have verified PGP keys and will sign their messages. Never trust someone claiming to be support staff unless they can verify their identity through the official platform. Staff accounts are clearly marked in the platform with official badges.
No External Contact Methods
Prime Market does not operate any support channels on Telegram, Discord, Reddit, Twitter, or other social media platforms. Any accounts claiming to represent Prime Market support on these platforms are scams. All legitimate support communication happens only through the official support system on the marketplace.
Support FAQ
Common questions about Prime Market support services.
If your account has been locked, create a support ticket using a new account and select the "Account Issues" category. Provide your locked username and explain the situation. The support team may ask you to verify your identity using your PGP key or by answering security questions you set up during registration. Never share your password or recovery phrase, even with support staff.
Dispute resolution typically takes 3-5 days, depending on the complexity of the case and the responsiveness of both parties. The dispute team will review evidence from both buyer and vendor before making a decision. Providing clear evidence and responding promptly to moderator questions can help expedite the process.
First, check the blockchain explorer to confirm your transaction has enough confirmations (3 for BTC, 10 for XMR). If the transaction is confirmed but not showing in your wallet, create a support ticket in the "Payment & Wallet" category. Include the transaction ID or hash, the exact amount, and when you made the deposit. The support team will investigate and resolve the issue.
To apply for a vendor account, you need to first create a regular buyer account and complete at least 5 transactions. Then navigate to the "Become a Vendor" section in your account settings. You'll need to pay a vendor bond (approximately $500 in XMR), provide proof of experience, and agree to the vendor terms of service. Applications are typically reviewed within 3-5 business days.
To report scammers or phishing attempts, create a support ticket in the "Security" category. Provide detailed information about the incident, including usernames, URLs, screenshots, and any communication with the scammer. The security team takes these reports very seriously and will investigate promptly to protect the marketplace community.
Contact This Website
Need to contact the operators of this informational website? Use the form below.
Important Note
This form is for contacting the operators of this informational website only. We are NOT affiliated with Prime Market and cannot assist with marketplace issues, accounts, transactions, or disputes. For Prime Market support, please use the official channels described above.
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