Help & FAQ

Your account will be permanently banned and any open escrows will be refunded to the other party.

Escrow puts a neutral middleman between buyer and seller so neither has to trust a stranger first. Real-money trades: the buyer sends payment to the middleman with a reference code, the middleman confirms it arrived, the seller delivers, the buyer confirms, and the middleman releases the payment to the seller. If enabled, an escrow may auto-complete after the configured delivery window when the buyer doesn't confirm in time — that only advances the trade's status, it does not itself move any money. In-game Alz trades: there is no payment step at all — it's a witnessed in-game exchange the middleman oversees, confirmed by both sides in-game (no one "holds" your Alz).

A unique random code like ESC-9F3A2C given when you start an escrow. Include it in your PayPal/Revolut payment note so the middleman can match the payment.

Yes. Once a seller accepts your price offer, open your Offers page and click Use Escrow on it. The quantity, agreed total and currency carry over from the offer automatically, and your stock is reserved while the escrow runs. Only the buyer can start it.

On an accepted offer you can settle two ways. Complete Directly: both people confirm the trade happened — fast, but with no middleman holding payment. Use Escrow: for real-money trades a middleman holds the payment until delivery is confirmed; for Alz it's a witnessed exchange. Whichever path starts first locks out the other — if either side has already clicked Complete Directly, that offer stays on the direct path; once an escrow is started, direct completion is disabled for it.

No. When you click Use Escrow you first see the exact quantity, total, per-unit price, payment method, fee and reservation window, and those reviewed terms are locked to your confirmation. If a fee, method or the reservation window changes before you confirm, you're asked to review again — nothing is reserved until you agree.

The offer returns to Accepted and your reserved stock is released, so you can start a fresh escrow or settle another way. A dispute that staff resolve in the seller's favour counts as a completed settlement.

Some trades carry a small middleman fee, shown — with its currency — in the review before you start. It comes out of the seller's payout; the buyer always pays the full agreed amount.

Consider escrow for higher-value trades, and never deliver too early: for real-money escrow, wait until the middleman confirms payment before delivering. For Alz, coordinate the exchange with the middleman, verify the items and amount in-game, and only confirm your side after the exchange has actually happened. The website does not automatically process or transfer payments; in real-money escrow you send payment to the designated human middleman, and direct PayPal/Revolut payments go straight to the other person and can't be reversed by us. So lean on Escrow, seller reputation, and reporting suspicious users promptly. Escrow reduces risk; it doesn't guarantee you'll recover a loss, so still trade carefully.

In a direct trade (a plain "Complete Directly", or paying off-site yourself) there is no middleman holding the payment — if it goes wrong there's no held balance to fall back on. In a real-money escrow a neutral party holds the payment until delivery is confirmed; an Alz escrow is a witnessed exchange with staff oversight. Escrow reduces risk but can't guarantee recovery, so use it whenever you don't already trust the other person.

It depends on how the trade was run. For a direct trade, use the Open Dispute action on the Offers page when it's available (it opens a staff support ticket). For an escrow trade, open the dispute from that escrow's own page. If no dispute action is showing (for example the window has passed), contact Support and quote the escrow reference code or the item so staff can find it.

An optional live screen-share + webcam call you can start from a chat, an offer or an escrow, recorded as neutral proof. Only staff can view the recording (during a dispute) — the other party never can. It's optional evidence, not a guarantee.

Use the Forgot Password link on the login page. A reset link will be sent to your email.