Getting Support
This guide covers how to contact support, common issues, and the refund policy.
Contact
- Contact form: web3.market/contact-us
- Email: info@web3.market
- Response time: 24—48 hours
When writing about a purchase, always include your order number (ORD-XXXXX-XXXXX), the product name, payment method, and any relevant transaction hashes or screenshots.
Common Issues and Solutions
Payment and Orders
| Issue | Solution |
|---|---|
| Order still shows “Pending” after payment | Wait up to 30 minutes for blockchain confirmations, then contact info@web3.market with your order number and transaction hash. |
| Sent wrong amount via NOWPayments | Email info@web3.market with your order number, amount sent, and transaction hash. |
| Sent payment to wrong address | Crypto transactions are irreversible. Contact info@web3.market, but recovery may not be possible. |
| Payment expired before sending funds | Return to checkout and create a new order. Cart items are preserved. |
| Order stuck on “Processing” | Transaction detected but awaiting confirmations. Wait a few more minutes; contact support if it persists beyond 30 minutes. |
Downloads
| Issue | Solution |
|---|---|
| Download button not showing | Verify order status is Completed. Wait and refresh if payment was recent. |
| Pop-up blocked on download | Disable pop-up blocking for web3.market in your browser settings. |
| Downloaded file appears corrupted | Re-download from your Purchases page. Contact info@web3.market if it persists. |
| Product files do not match description | Contact the seller first. If unresolved, submit a refund request. |
Account and Authentication
| Issue | Solution |
|---|---|
| Cannot connect wallet | Ensure your wallet extension is installed, unlocked, and on the correct network. Refresh the page. |
| Session expired | Reconnect your wallet. |
| Cannot access My Purchases | Connect your wallet and try again. |
Refund Policy
Refunds are handled case-by-case due to the digital nature of products. Requests must be submitted within 14 days of purchase (30 days for purchases over $500 or newly launched products).
Eligible: Product significantly differs from description, critical non-fixable bugs, missing essential files, undisclosed security vulnerabilities, non-delivery, accidental duplicates.
Not eligible: Change of mind, lack of technical skills, compatibility issues with clearly stated requirements, minor bugs, finding a cheaper alternative, product already deployed to mainnet.
Refund Process
Submit Request
Email info@web3.market with subject “Refund Request.” Include your order number, product name, purchase date, and a description of the issue with supporting evidence.
Review
The support team reviews within 1—3 business days. The seller may be consulted. Final decisions are typically made within 7—10 business days.
Refund Issued
If approved, the refund is sent to your original wallet address within 3—5 business days. Blockchain transaction fees may be deducted.
For the complete refund policy, visit web3.market/refunds.
Seller Communication
If you encounter a technical issue with a product:
- Check the product documentation and README files included in the download.
- Visit the product’s GitHub repository (if linked) for issues and discussions.
- Contact the seller through the product page or their profile.
For installation assistance or custom modifications for any product, you can reach out to our partners at BlockShark or via Telegram.
Product Reviews
Check reviews on product pages before purchasing. After your own purchase, consider leaving a review to help future buyers.
Bug Reporting
To report a bug with the Web3.Market platform itself (not a purchased product), email info@web3.market with “Bug Report” in the subject line.