Resources
Getting help
How to reach a human, and what to include so we can resolve your issue on the first reply.
Reaching us
Use the contact form. It routes to the team that can actually action your issue, and it arrives with your account attached, which saves a round trip.
What to include
Most support threads take two replies instead of five because the first message was missing one of these. If it applies to your issue, include it:
| Issue | Include |
|---|---|
| A pack or a pull | The pack ID, and the stream or approximate time it was ripped |
| A wallet or payment problem | The date, the amount, and the last four digits of the card |
| A shipment | Your shipment reference and the delivery address you used |
| A card's value or grade | The certification number on the slab label |
| Something on the site is broken | What you clicked, what happened, and what you expected — plus your browser |
Before you write
A few things are answered faster here than by us:
- "Is this pack fair?" — You can check it yourself without asking anyone: verifying a pull.
- "Can I get my balance out?" — No; wallet balance is store credit. See fees and limits.
- "Can I refund this pack?" — No. Packs open automatically, and pack purchases are final once opened.
- "Where's my card?" — Cards land in your Collection as they are revealed. If a stream ended before your pack came up, it is opened on the next one.
The FAQ covers the rest.
Account security
If you think someone else has access to your account, change your password in Settings first, then contact us. Do not send your password to us or to anyone else — we will never ask for it.
Reporting a security issue
If you have found a security vulnerability, please report it privately rather than through the contact form or in chat, so it can be fixed before it is public. Our security policy has the details.