Help
Answers about buying, selling, escrow, payments, withdrawals and security on Soom.
The Soom help center answers questions about buying, selling, escrow, payments, withdrawals, security and disputes. Soom never asks for your password, a verification code or payment outside the platform.
Help articles
- What are the fees?
- How do I enable two-factor authentication?
- Why is my sign-in locked?
- How do I sell an account?
- Can I appeal a dispute decision?
- How do I verify my identity?
- What are the verification levels?
- How is a username handed to the buyer?
- How do auctions work?
- How do I make an offer?
- What are buy requests?
- What is the anti-phishing code?
- Why do I have to approve a new device?
- I lost access to my account, what do I do?
- How do I see the devices signed in to my account?
- What are transfer methods?
- Why is a handover video required?
- How does escrow work? — Where your money goes from payment until the seller is paid.
- What is the protection period and why does it vary? — Why money stays held after delivery.
- Buying your first account, step by step — From search to a safe handover.
- Offers and auctions — Negotiate or bid without risk.
- Publishing your first listing — What you need before publishing and how listings are reviewed.
- Proving username ownership — No handle is listed without proof.
- Selling directly to the platform — A quote within hours, no buyer needed.
- The multi-currency wallet — One balance per currency, automatic conversion.
- Withdrawals and timing — Why withdrawals sometimes pause for 24h.
- Securing your account — 2FA, anti-phishing code and devices.
- Identity verification and face scan — Why we ask and how your data is protected.
- Opening a dispute and how it is decided — Instant freeze and a reasoned, neutral decision.
Frequently asked questions
- When does the seller get paid?
- After the transfer steps are completed and verified, and the platform protection period ends. Some platforms allow a partial release at delivery.
- What if the seller reclaims the account?
- Open a dispute right away: funds are frozen, you are refunded if the reclaim is confirmed, the seller bond is forfeited and the account fingerprint is flagged.
- Is selling accounts allowed on every platform?
- Many platforms forbid it in their terms. We state this for each platform before you buy. Every platform is accepted with its own transfer method and a video-recorded handover; identity-bound accounts (such as AdSense) get strict controls and longer protection.
- How do I prove I own a username?
- Put a verification code we give you in your bio or display name, or use the official transfer when the platform supports it.
- Can I pay in my local currency?
- Yes. Your wallet holds accounts in several currencies and conversion happens automatically at an up-to-date rate.
- Is Soom a middleman or a seller?
- Soom is an escrow intermediary: it holds the money until the transfer is complete and verified. There is also the platform store, where Soom sells accounts it owns; every such listing says so.
- How long does a transfer take?
- Usually from minutes to a day, depending on the platform and transfer method. Every step has a clear deadline; if the seller does not start in time the order is cancelled and refunded automatically.
- Is my personal data safe?
- Yes. Documents and sign-in data are encrypted, buyers and sellers never see each other’s identity, and staff reach sensitive data only with a permission and a full audit trail.
- What do I receive when I buy an account?
- It depends on the transfer method: usually the sign-in and original email, or binding to your own account, with every recovery option moved to you. The full list is shown on the listing before you buy.
- Can I cancel a bid?
- No, a bid is binding. That is why a small deposit is sometimes required before bidding; it is returned if you do not win.
- How long does an offer stay valid?
- For the period shown when you make it; after that it expires automatically if the seller has not answered.
- Is posting a buy request free?
- Yes, posting a buy request is free; you pay only if you accept an offer and complete the order.
- What is the platform store?
- Accounts and usernames owned and sold directly by Soom, with the same protection and escrow. You can also sell your account to the platform by requesting a quote.
- What are deals?
- Listings discounted by the seller for a limited time, shown with a countdown of the time left.