• How to Contact Support

    Noones has an amazing customer support team and a virtual assistant Noones' Bot to provide immediate assistance for all sorts of questions.

    What is Noones' Bot?

    Noones' Bot is Noones’ support chatbot. It’s located in Noones’ Messenger, and it’s there to help you with any questions you may have. You can find it if you click on Support chat in your Messenger.

    What can Noones' Bot do? 

    Noones' Bot can help you find answers to your questions regarding Noones. Whether your question is about trading, disputes, or simply related to account issues, Noones' Bot is a great resource. If you have a specific question on how to use Noones functions, Noones' Bot can also help you. It’s quick, efficient, and best of all there are no wait times.

    What do I do if Noones' Bot doesn’t understand my question?

    If you type a question or phrase and Noones' Bot doesn’t understand, we recommend that you rephrase the question in simpler terms. If your question can’t be answered Noones' Bot will help you submit a ticket to the Support team. 

    How do I use Noones' Bot? 

    You can use Noones' Bot by following the steps below: 

    1. Click on:

    1. Messenger button and find Support chat on the top of the chats list.
    2. Or, if you want to reach support from our help center, you need to click on the green Support button.

    2. Noones' Bot will greet you and present several common topics you may need assistance with such as:

    • Account Access
    • Trading
    • Verification
    • Wallet

    3. Type in a short, direct question or choose one of the options listed. 

    Noones' Bot will either find the best answer or lead you through a series of steps or questions to help you find a solution. Choose the best answer that is applicable to your issue or question.

    4. If you don’t find what you are looking for, Noones' Bot will gather some additional information and send it along to the support team.

     

    Note: Noones support will never contact you outside of support@noones.com or support@noonessupport.zendesk.com. Be aware there are fake support emails that may impersonate Noones. These fake emails may even try to trick you into providing personal account details over social media. Read more about how to keep your information secure in our security guide.

  • Reporting a Problem

    Reporting malicious users is a way to keep yourself and the community safe. Here’s what you can report on the Noones marketplace.

    Report an offer—If you come across an offer that’s suspicious or in clear violation of our Terms of Service, let us know

    Report a problem—Both sellers and buyers can report a problem with a trade, regardless of whether the trade is successful or not. Visit this page to see how to report an issue with your trade.

    Report a scam—If you’re selling cryptocurrency and think that the buyer has sold you an invalid gift card, report it right away

    Report a chargeback—While selling cryptocurrency some payment methods have an option to make a chargeback. This means that after you’ve received payment for your crypto your trade partner can request their funds back, if the third-party payment service allows it. Visit this page for more information on reporting a chargeback.

    Note: If you want to report an issue but your trade hasn’t been cancelled yet, it is better to start a dispute.

    All these reports will be reviewed by specialists and you’ll receive an update via email. Make sure that you’ve explained the problem in detail and submitted enough evidence.

  • Reporting an Offer

    If you come across an offer that is suspicious or in clear violation of our Terms of Service, report it immediately.

    1. On the offer page, click Report a problem.

    The Report a problem dialogue box appears.

    2. Choose a report type, write a detailed description in the Description field, and click Report.

    Report types:

    • Outside escrow — The vendor hints to complete a deal outside Noones escrow.
    • Bad offer terms — Offer terms are confusing or contradictory.
    • Obvious scam — Anything that clearly violates common sense and our Terms of Service.
    • Negotiation — The offer owner is asking to have a deal with a price different from the one mentioned in the offer details.

    Your report has been submitted. 

    Here are some safety tips to help you protect your funds.

  • Reporting a Scam

    If you’re selling cryptocurrency and think that the buyer has sold you an invalid gift card, here’s what you can do.

    Note:

    • If the trade hasn’t been cancelled yet, start a dispute right away.
    • You can report a problem only after the buyer has marked the trade as “Paid”.

    1. On the bottom of the trade page, click ! Report scam.

    2. The Report scam dialogue box will appear. Then choose a report type, write a detailed description in the Description field, upload any supporting images, and click Submit report.

    Here are some safety tips to help you protect your funds. 

  • Reporting a Problem in a Trade

    If you were buying cryptocurrency on Noones and you think you were scammed by your trade partner, here’s what you can do.

    Note:

    • If your trade hasn’t been cancelled yet, start a dispute right away.
    • You can report a problem only after the buyer has marked the trade as “Paid”.

    1. On the bottom of the trade page, click Report a problem.

    2. The Report a problem dialogue box will appear. You can then choose a report type, write a detailed description in the Description field, and click Report.

    Report types for a seller of cryptocurrency:

    • CoinlockerYour trade partner is not responsive and just holds your cryptocurrency in escrow.
    • ScammerIf your trade partner is trying to obviously scam you. Note that repeated abuse of this report type may get you banned!
    • Abusive languageYour trade partner is using abusive language in chat.
    • Used gift cardGift card is already redeemed.
    • Impersonating moderator—Some user is pretending to be a Noones moderator. Remember that Noones moderators have a light blue background behind their text!
    • OtherThere’s no type that matches your problem.

    Report types for a buyer of cryptocurrency:

    • Abusive language—Your trade partner is using abusive language in chat.
    • Unresponsive trade partner—Your trade partner is not responding. (Please wait a couple of minutes before reporting)
    • Ripper—Your trade partner has ripped you off.
    • Outside escrow—Your trade partner hints to complete a deal outside Noones escrow.
    • Other—There’s no type that matches your problem.

    Here are some safety tips to help you protect your funds.

     

  • Reporting a Chargeback

    A chargeback is when a payment you received has been retracted. This guide explains how to report a chargeback if it happens to you.

    Some payment methods have an option of a chargeback. This means that after you’ve received a payment for your crypto your trade partner can request their funds back. A chargeback may happen as it is allowed by some third-party services that are used as payment methods.

    As a reminder, Noones is not obligated to initiate or handle chargebacks and is not liable if a party reverses, charges back, or otherwise disputes a transaction via an avenue made available to the party through the payment method used in the transaction, including after a dispute is closed.

    If this does happen, here is what you can do:

    Note:

    • You can report a chargeback only for the following payment methods: Amazon Gift Card, Bank Transfer, MTN Mobile Money, PayPal, Zelle Pay.
    • You can report a chargeback only after a trade has been completed (cryptocurrency has been released from the trade escrow).
    • After receiving your report, we’ll do our best to solve the case. However, we don’t guarantee your funds at 100%.
    • Make sure you’ve investigated the issue with your bank or wallet service provider before submitting a report with us.
    • If you’ve already submitted a report, please give us some time to get back to you with our response. Thank you for your patience!

    1. Open the trade in the list of your past trades: Dashboard > View past trades

    2. On the bottom of the trade page, click Report a chargeback.

    3. On the Report a chargeback dialogue box, do the following:

    • Choose one of the reasons for your report;
    • Write any additional information into the Additional information field (sender’s name, email, and so on);
    • Click Upload to upload a screenshot of any chargeback related messages and one screenshot of your wallet balance;
    • Click Report chargeback to submit your request.

    4. In the confirmation dialogue box, click Okay.

    You now have submitted a chargeback report and we will get back to you as soon as possible.

    Tip: You can check the status of your report on the bottom of your trade page at any time. There are three chargeback report statuses:

    • Pending
    • Confirmed
    • Dismissed

    You can also report a chargeback through the Contact Form

    To get started, we’ll need a video recording of:

    • The transaction indicating the date and amount received
    • The transaction indicating the date and payment reversal

    We’ll also need the trade ID where this happened. 

    Here are some safety tips to help you protect your funds in the future.

  • Submitting a Bug Report

    Please contact us with a detailed explanation of the technical issue or bug on the website that you found. Please attach the screenshots and explain on which step it occurs.

    Our support team will help you!

  • Legal Questions

    For all legal inquiries and requests related to Government and Law Enforcement Agencies, please direct your emails to legal@noones.com.