Support

Help centre

Answers to the questions that come up most, plus how to reach a human when they do not cover it.

Trade safety

Skin marketplaces attract impersonation scams. These rules keep you safe from all of them.

Emerald will never ask for your Steam password, Steam Guard code, or mobile authenticator — not by email, not in Steam chat, not on any site.
Emerald never sends trade offers you did not start on this site. Every offer we send is listed on your order or listing page here.
Every offer we send carries a confirmation code. Compare it with the code shown on your order page and refuse anything that does not match.
Only sign in to Steam on steamcommunity.com. Check the address bar every time — a fake sign-in page is the single most common way accounts are taken.
Emerald staff will never message you first on Discord, Steam or anywhere else.

If you think you have received a fake offer, decline it, do not click any link in it, and tell us so we can look into it.

Common questions

My payment went through but I have not received a trade offer.: Buying does not send a trade offer. The item is transferred to you inside Emerald the moment payment clears, and you will find it under Account → Inventory. A Steam trade offer is only sent when you withdraw an item, which is a separate step you start yourself.
I withdrew an item and no offer has arrived yet. How long does it take?: Withdrawals are not instant. Emerald runs no automated trade bots — a person checks and sends every withdrawal by hand from Emerald’s own Steam account, usually within a few hours and always within 24 hours. Nothing has gone wrong while you wait and you do not need to do anything. Your item remains yours the whole time, and the withdrawal page shows whether the offer has actually been sent yet. Treat any offer that arrives before that page says "sent" as a scam.
I declined the trade offer by mistake.: Contact support with your order number. The order will be marked failed, and we can either send a fresh offer or refund it to your Emerald balance.
The item I bought is not in my Steam inventory.: A purchase delivers into your Emerald inventory, not into Steam — check Account → Inventory first. To move it to Steam you withdraw it, and a withdrawal is only marked complete after we independently confirm with Steam that the item moved. If a withdrawal says complete and the item is not in Steam, contact support and quote the withdrawal — the full trade history is attached to it.
Why can I not list one of my items?: The most common reason is a Steam trade hold, which Valve applies to recently traded items. Emerald cannot lift it. The sell page shows the date each held item becomes tradable again.
How long do payouts take?: A payout is credited to your Emerald balance as soon as the buyer’s trade is verified with Steam, which is usually within minutes of them accepting.
Can I cancel an order?: An order awaiting payment can be cancelled from its order page with nothing taken. Once payment is confirmed and a trade offer has been sent, cancelling becomes a refund — contact support and we will handle it.

Contact support

Email support@emerald.example and include your order number if your question is about an order. It lets us pull up the complete payment and trade history for it immediately, which is usually the difference between one reply and four.

support@emerald.example

Your order numbers are on your orders page.

Discord community

Trade talk, price checks and announcements. Good for a question about the market; use email for anything about your own order, payment or account.

Emerald staff will never open a direct message asking for your Steam login, a trade, or a payment. Nobody in that server can help you faster by moving to DMs.

Join the Discord