Support & Knowledge Base

Due to our strict privacy policy, we do not store email addresses or personal data. Therefore, "Forgot Password" links via email do not exist on Torzon.

To recover your account, you must have your Mnemonic Seed Phrase (the 12-24 words given to you during registration). Follow these steps:

• Go to the Login Page.
• Click the "Recover Account" link below the login form.
• Enter your username and your Mnemonic Seed exactly as saved.
• Set a new password.

If you enabled Two-Factor Authentication (2FA) and lost your PGP private key, you cannot log in. Torzon Support will not disable 2FA upon request. This policy prevents social engineering hacks where attackers pretend to be you to bypass security.

Solution: Use your Mnemonic Seed to reset your account credentials. This will typically reset your 2FA settings as well, allowing you to regain access.

We maintain a high-trust environment. Accounts are banned for:

• Phishing: Sending fake links to other users.
• Direct Dealing: Asking vendors/buyers to trade outside Torzon (e.g., via Telegram/Wickr). This removes escrow protection.
• Doxing: Revealing private information about others.
• Scamming: Vendors failing to ship or buyers making false dispute claims.

This is the #1 support ticket topic. Please understand how the blockchain works before panicking.

• Bitcoin (BTC): Requires 2 confirmations. Time: 20-60 minutes depending on Mempool congestion.
• Monero (XMR): Requires 10 confirmations. Time: ~20 minutes.

If your wallet has sent the funds but Torzon hasn't credited them after 3 hours, check a Block Explorer. If the transaction is "Unconfirmed", the network is slow; we cannot speed it up. If it is "Confirmed" but not in your balance, open a ticket with the TXID.

Torzon validates addresses strictly. Common errors:

• BTC: We support SegWit (bc1...) and Legacy (1...) addresses. Ensure you aren't using a testnet address.
• XMR: Ensure you are using a standard address or subaddress. Integrated addresses may not be supported for withdrawals.

Also, ensure you are not trying to withdraw more than your balance (minus the network fee).

Bitcoin is a public ledger. Anyone can trace your transaction from Coinbase -> Your Wallet -> Torzon. This is poor OpSec. Monero (XMR) uses Ring Signatures and Stealth Addresses to make transactions untraceable. We highly recommend using XMR for all darknet activities.

Torzon uses a traditional Escrow system to protect buyers.

• Place Order: Funds move from your wallet to the Market Escrow.
• Vendor Ships: Vendor marks order as "Shipped". Funds stay in Escrow.
• Delivery: You receive the item.
• Finalize: You click "Finalize Order". Funds move to the Vendor.

If you do not Finalize, the funds will auto-release after the timer (usually 7-14 days). If there is an issue, you MUST click "Dispute" or "Extend Escrow" before the timer hits zero.

Open a dispute if:

• The product has not arrived and the Auto-Finalize timer is < 24 hours.
• The product received is incorrect, damaged, or underweight.
• Empty package (requires video proof of opening).

Once disputed, a moderator will review the chat logs. Do not be rude. Provide tracking (if applicable) and photos.

Finalize Early (FE) means you release the funds to the vendor before you receive the product. Vendors with high trust are allowed to ask for FE.

Torzon uses an advanced anti-DDoS captcha. If it fails repeatedly:

• Ensure Javascript is DISABLED (or enabled if the specific mirror requires it, though usually we run JS-free).
• Check that your Tor Browser clock matches the real time (Timezone UTC).
• Get a "New Identity" in Tor Browser (click the broom icon).
• Try a different Mirror URL.

If you cannot verify a signed message:

1. Ensure you copied the FULL block, including -----BEGIN PGP... and -----END PGP....
2. Ensure there are no extra spaces or line breaks.
3. Ensure you have the correct Public Key imported.