handles.gg Support Center
The handles.gg support center covers everything from your first listing browse to a completed escrow-released transfer. Whether you're a first-time buyer, a seasoned seller, or a brand looking to acquire a rare handle through services, this is your starting point. Self-serve articles below cover 80% of common questions; for everything else our team is one Telegram message away at @HandlesSupport.
Self-Serve Guides
Common Issues & Resolution Timelines
- Transfer instructions delayed past 24h — resolved 90% within 6 hours of opening a dispute via @HandlesSupport.
- Seller unresponsive — escrow auto-refund triggered after 72 hours of seller non-response.
- Listing description mismatch — 48-hour window post-delivery to file a dispute. Mediated resolution typically within 14 hours.
- Account ban during transfer — escrow protects buyer; full refund automatic.
- Telegram bot stuck — type
/restart to the @handlesggbot, then re-open from the channel link.
Disputes & Refunds
handles.gg uses a TON-based escrow smart contract on every trade. Buyer funds are locked until the buyer confirms transfer. If something goes wrong, the buyer files a dispute and our admin team mediates. Across 10,000+ trades since 2024, our buyer-side resolution rate is 100%: every legitimate dispute has been resolved in the buyer's favor when seller failure was confirmed. Average dispute resolution time: 14 hours.
Languages
Support is available 24/7 in: English, Italian, Spanish, German, French. (Portuguese coming Q3 2026.) Most agents are bilingual EN+1; complex disputes route to specialist agents in your language.
FAQ
How do I escalate beyond a normal support ticket? Reply to your Telegram chat with the keyword ESCALATE — this routes to senior support within 30 minutes.
Can I get a refund without the seller's cooperation? Yes, if the seller fails the escrow conditions (no transfer within agreed window, or transfer mismatched the listing). Escrow refunds automatically; no seller approval needed. This is the core reason we push everyone through TON escrow rather than allowing off-platform deals: you never have to negotiate a refund with a stranger; the smart contract enforces the buyer-protection rule on your behalf.
What if my issue is with a managed service (verification, claim)? Different escrow flow — milestone-based 50/50. Money-back guarantee if the platform doesn't deliver. Half of the fee is released once the case-file audit is delivered; the other half only after Meta, TikTok, X or Snapchat officially rules in your favour. If the platform rules against us we refund the second milestone in full. Service details here.
How long is a typical marketplace order open before it either settles or refunds? The default escrow window is 5 business days from listing purchase; median settled trade closes in 26 hours. If a seller genuinely needs more time (e.g., a legally attested trademark transfer that requires a filing window), our support team can extend the escrow window by up to 72 hours with buyer consent.
What data do you collect on buyers and sellers? The minimum needed for escrow: Telegram username, TON wallet address, and the ownership proofs the seller submits with the listing. We do not collect government ID for buyers on standard trades. Verified sellers in the Silver/Gold/Ruby tiers go through KYC via a third-party provider; that data stays with the provider and only a pass/fail flag reaches our systems. Full detail lives in the privacy policy.
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