Prime Market Contact & Support
All support on Prime Market happens on-platform — there's no external email, no Telegram, no public ticket tracker. Here's exactly how to reach the right people for each kind of problem.
How Support Works
Prime Market's support is built into the platform itself. There are two main channels: the messaging system for direct communication between buyers and vendors, and the dispute system for escalated order issues that need moderator involvement.
There is no support email address and no external chat. Anyone claiming to be Prime Market support on Telegram, Discord, or via email is almost certainly a scammer. All legitimate support interaction happens inside your account on the .onion.
Opening a Dispute
Disputes are the formal mechanism for resolving problems with orders. Navigate to the order in question and click the Dispute button. A three-way chat will open between you, the vendor, and a Prime Market moderator.
When writing your dispute message, be specific: include the order number, what you ordered, what you received (or didn't receive), and any relevant evidence. Moderators see a lot of disputes — clear, factual messages get resolved faster than emotional ones.
When to open a dispute
- Package hasn't arrived and the auto-finalize timer is within 2 days — don't wait
- You received the wrong item or a different quantity than ordered
- The product contained fentanyl — report immediately, regardless of timer
- You received a partial order and the vendor hasn't responded
- Vendor marked the order shipped but provided no tracking and is unresponsive
Dispute Outcomes
| Outcome | What it means | When it applies |
|---|---|---|
| Refunded | Escrow returned to buyer | Non-delivery, wrong item, fentanyl presence |
| Unfrozen | Order returned to normal flow | Misunderstanding resolved, order in transit |
| AF extended | Auto-finalize timer extended by one week | Delivery delayed, more time needed to confirm |
Moderators weigh evidence from both sides. Providing timestamps, screenshots, or tracking information significantly improves your case. If you're a vendor being disputed falsely, respond promptly with evidence of shipment.
PGP & Secure Messaging
Every message containing sensitive information — shipping addresses, tracking numbers, or personal details — should be encrypted with PGP. This applies to both buyers and vendors.
The PGP Key button in the messaging interface fetches the recipient's public key so you can encrypt messages before sending. Vendors who haven't set up PGP cannot complete their account setup, so you can trust that any active vendor has a public key available.
How to send a message
- Click the message icon in the top navigation bar.
- Click New to start a fresh conversation.
- Enter the recipient's username in the To field.
- Use the PGP Key button to retrieve their public key, encrypt your message externally, and paste the ciphertext.
- Complete the CAPTCHA and click Send.
To reply to a message, click the message thread and use the reply form at the bottom. The same encryption process applies — never send a shipping address or personal detail in plaintext.
Typical Response Times
| Contact type | Expected response | Notes |
|---|---|---|
| Vendor message reply | 1–24 hours | Varies; check if vendor is on vacation mode |
| Dispute opened | 24–72 hours | Moderator assigned after both parties respond |
| Dispute resolution | 2–7 days | Depends on evidence quality and complexity |
| Wallet withdrawal | ~20 minutes | Automated; delays rare but possible during load |
About Prime Market
Prime Market is an escrow-based darknet marketplace accessible via Tor. It accepts Bitcoin and Monero, with Monero being the preferred currency for its superior on-chain privacy. The market enforces PGP for vendors and provides a full dispute mechanism for buyer protection.
The vendor side of the market is structured to reward experience: established vendors with verifiable reputations don't pay a bond, while new FE vendors must post a substantial $5,000 USD bond — this filters out most opportunistic scammers at the vendor level.
The official market URL is primeazlozdecj746nw7anc7vpcaz3pqltbjm4slxx6y6g4r3tel35qd.onion. The clearnet mirror is primemarket.link.