World Map Background

Support

This page tells you how to reach us. The rules that govern trades, verification, disputes and data sit in our Terms of Service and Privacy Policy.

How to reach us

Email Address	For
[email protected]	General account and platform questions, listings help, verification queries, suspected fraud or impersonation, and anything not covered by the addresses below.
[email protected]	Open a dispute, follow up on a live dispute, question about payout timing on a specific trade.
[email protected]	Formal legal, regulatory or data-protection correspondence (this is the contact already published in our Terms and Privacy Policy).

In-app messaging

A live thread with our support team inside your account. Available at all tiers. Faster than email in most cases because the query is already linked to your account and any relevant trade record.

Business hours

Monday to Friday, 09:00 – 18:00 UK time. Email and in-app messages sent outside these hours are answered on the next working day.

Response time commitments

First-response targets by tier. We usually reply faster.

Tier	First response	Target resolution
Bronze	Within 24 business hours	Within 3 business days
Silver	Within 8 business hours	Within 2 business days
Gold	Within 4 business hours	Within 1 business day
Platinum	Within 2 business hours	Same day for most queries

Some cases take longer to fully resolve. Verification appeals, disputes involving expert determination (see Trading Rules, Schedule 1), and high-value trades routed via escrow can all run past the resolution target. In those cases the first-response commitment still applies, and we'll keep you updated on progress.

What our support team helps with

Operational help. For the underlying rules and rights, follow the linked policy sections.

Using your account

•Sign-in issues, password resets, two-factor authentication resets

•Locked accounts and re-verification steps

•Subscription tier changes, billing questions, invoice copies, cancellation

•Storefront and profile edits (Silver and above)

•Listing creation, bulk CSV upload validation errors (Silver and Gold+ respectively)

•Notification and communication preferences

Live trades in flight

•Where your order sits in the transaction workflow (see Trading Rules, Schedule 1, Section F)

•Payout timing, including tier-based hold windows and escrow release for high-value trades (see Schedule 1, Sections F and G)

•Coordinating with shipping partners on delivery issues (see Terms, clause 12)

•Chasing an authentication check (Watch Register, GIA, hallmark) with the relevant third party on your behalf

•Opening a dispute or providing evidence in a live one (see Terms, clause 11 and Schedule 1, Section F)

Verification and compliance

•Explaining what documents we need for KYC or KYB

•Confirming the status of a verification in progress

•Appealing against a failed verification, within the limits set out in our Privacy Policy, section 18 on criminal offence data

•Guiding you through updates we're required to make when your business details materially change (per Terms, clause 4.5)

Where to send what

Situation	Send to
I can't log in	[email protected]
My subscription tier or invoice is wrong	[email protected]
My listing was removed	[email protected] (and check Listing Rules, Schedule 2)
My verification failed	[email protected]
My account has been suspended and I want to appeal	[email protected]
I think another user is being fraudulent	[email protected]
Someone is impersonating me or JewelTec	[email protected]
I want to complain about how JewelTec handled something	[email protected] with subject line "Review request"
I received the wrong item, or item not as described	[email protected] (and see Schedule 1, Section E on the Inspection Period)
I need to raise a dispute on a live trade	[email protected] or via the in-app dispute workflow
My payout is delayed	[email protected] (and check Schedule 1, Section F on payout timing)
I want to exercise a data-subject right (access, erasure, portability etc.)	[email protected] (per Privacy Policy, section 10)
Formal legal or regulatory correspondence	[email protected]

What's in the policies, not here

Support can walk you through anything about the platform, your account, and your trades. Some things sit outside what we're permitted to discuss, or they're already defined in the source documents:

•Data we hold about you, why, and for how long: Privacy Policy, sections 5, 7 and 9

•Sanctions, PEP or adverse-media screening: Privacy Policy, section 18 explains why we can't confirm or deny specific screening outcomes

•Compliance review confidentiality: Privacy Policy, section 18 and Terms, clause 20.3

•Automated decision-making including Trust Score: Privacy Policy, section 17 describes your right to a human review

•Buyer Protection framework, disputes and expert determination: Terms, clause 11 and Schedule 1, Sections E, F and G

•Fees, refunds, chargebacks and reversal admin charges: Terms, clause 10 and the Fee Schedule

•Prohibited items, Kimberley Process, hallmarking, treatments disclosure: Listing Rules, Schedule 2 and Trading Rules, Schedule 1, Section C

If you're unsure whether something is a support question or a policy question, ask us. We'll route it or point you at the right section.

Security notes

We never ask for your password, one-time codes, or bank credentials by email or in-app message. Anything requesting these did not come from us. Forward it to [email protected] and do not reply.

Genuine JewelTec correspondence comes only from `@jeweltec.io` addresses. If you receive anything from a different domain claiming to be us, report it to [email protected].

If you see a sign-in you don't recognise, change your password immediately and email [email protected] so we can review.