Contacting the Team
The team is reached through an encrypted channel, not a form. You send a message signed or encrypted with your PGP key to the address published on the storefront, and a reply comes back the same way. There is no chat widget and no shared inbox, which is the point. This page covers what to send and what to keep out of a first message.
How to send
Get the contact address from the storefront, encrypt your message with the operator public key, and send it. Include your username if you have an account and a short description of the issue. Sign it with your own key if you have one, because a signed message is harder to impersonate than a plain one.
What to include
The order number if it is about an order, the address you used if it is about a mirror, and the timestamps of what happened. Specifics get answered. A message that is a paragraph of facts gets a faster and more useful reply than one that is a paragraph of frustration.
What to keep out
Do not include your passphrase, your mnemonic, or a large balance in a first message. Do not send coins to an address in a message before you have verified the sender. And do not treat a reply as proof of identity until you have checked the signature. The same rules that protect your deposit apply to the inbox.
Frequently Asked Questions
How fast is a reply?
It varies. Structural questions are answered quickly. Order specific ones depend on the dispute queue.
Do I need PGP to contact them?
It is strongly recommended. A signed or encrypted message is the norm, and a plain one is easier to impersonate.
Can I send a normal email?
The channel is encrypted by design. A normal email to a public address is not the intended path.