Skin problems
If your skin does not arrive or the order status does not change, the cause may be your Trade URL, your Steam settings or the listing itself. Here are the typical situations and what to do about them.
In short. Click “Refresh status” on the order page and check your Trade URL and Steam settings. If the status is “Error” or the trade offer has disappeared, click “Open ticket” — support will send the offer again or refund your money.
Symptoms
- The order has the “Error” status.
- The status has not changed for a long time.
- The status is “Delivering”, but there is no trade offer in Steam.
- The listing was sold after you paid.
- During purchase, you see “Product already purchased. Someone else placed the order earlier.”
- Instead of the buy button, you see “Temporarily unavailable”.
- Your bank charged a different amount than you saw on the site.
Possible causes
The “Error” status means the trade was not accepted or Steam declined it. Possible causes:
- an incorrect Trade URL;
- a private inventory;
- a VAC or trade ban on the account;
- a hold in Steam;
- the time to accept the offer ran out.
Other situations:
- The order page does not update by itself — the status changes only after you click “Refresh status”.
- A listing is a unique item. If someone else has already bought it, you cannot buy it.
- You are charged in USD, your bank may add its own conversion, and a 3 % platform fee is added at checkout.
Solutions
| Situation | What to check | What to do |
|---|---|---|
| “Error” status | Your Trade URL on the order and in your profile; whether your inventory is public; whether the Steam Guard Mobile Authenticator is on; whether there is a trade block, trade ban or VAC | Fix the settings and open a ticket. Support will send the offer again or refund your money to the original payment method |
| The “Paid” status does not change for a long time | Whether the Trade URL is set on the order page; click “Refresh status” | The deal with the market is usually created within a few hours during business hours. If it takes longer, open a ticket |
| “Delivering”, but there is no offer in Steam | Incoming trade offers in Steam (client, browser, app). The sender is a seller or a bot, not “Goranked” | If the offer has disappeared, open a ticket — it will be sent again |
| The status does not change | The page does not update automatically | Click “Refresh status” |
| The skin is already in your inventory, but the status is “Delivered” | The market has a settlement period of about 7 days | You do not need to do anything |
| The listing was sold after payment | — | The system looks for an analogue of the same skin within the price you paid. If there is no analogue, support will offer a replacement or a refund |
| “Product already purchased. Someone else placed the order earlier.” | The listing page: it may have a “Select an analogue below.” block | Choose another copy of the same skin or go back to the catalog |
| The “Temporarily unavailable” button | — | The market is temporarily unavailable. Try again later |
| A different amount was charged | The “Platform fee” line at checkout; the charge currency (USD) | The difference may be due to your bank's conversion — see Currencies and exchange rates |
| The Trade URL is not accepted | The error text under the field | Copy the “Trade URL” from Steam again — see Steam Trade URL |
| “Payment time has expired” / “Overdue” | 24 hours have passed without payment | Place the order again |
| You need to cancel a paid order | — | A paid order cannot be deleted. Open a ticket |
How to open a ticket
- On the order page, click “Open ticket”. The “Create ticket” window opens.
- In the “Select the issue topic” field, choose “Problem with order”.
- In the “Describe the problem” field, describe what happened.
- Add screenshots under “Attachments” — up to 4 files in PNG, JPEG or WEBP format.
- Click “Send request”. The ticket page opens.
If a ticket has already been created, the order page shows the “My ticket” button.
Important. Refunds are made to the original payment method.
When to contact support and what to include
Contact support if:
- the status is “Error”;
- the trade offer disappeared or did not arrive;
- the “Paid” status has not changed for more than a few hours during business hours;
- the listing was sold after payment, and there is no analogue;
- you need to cancel a paid order.
In the ticket, include:
- the order number (#ID from the order page);
- your Trade URL;
- the current status and what you have already checked;
- screenshots: the order page, incoming trade offers in Steam, Steam messages about an error or a hold.
FAQ
Will I get my money back if the trade fails?
Support will send the offer again or refund your money. Refunds go to the original payment method.
Will I get the same item if the listing was sold?
No. An analogue is a different copy of the same skin, with a different float, pattern or stickers. The price stays within the amount you paid.
Can I delete a paid order?
No. You will see the message “A paid order cannot be deleted. Contact support.” Open a ticket.
Where can I find a ticket I have already created?
On the order page — the “My ticket” button.
What should I do if the trade offer disappeared?
Open a ticket. The offer will be sent again.