Something wrong with a pack, a payout or a shipment? Email us and we'll sort it out. The answers below cover the questions we get most often, and many of them point to a setting you can change yourself.
Write from the email on your account and tell us what happened. If it's about a pull, include the claim id from the card's receipt in your vault. If it's about a withdrawal or a shipment, include the day you asked for it.
Email supportHandle it yourself
You need to be 18 or older and live in a US state we serve. We ask for your date of birth and state before your first pack, and you can sign in with email or Google.
If you think someone else has got into your account, email us right away.
If your account has been suspended and you think that's a mistake, email us from the address on the account.
To close your account, email us. We finish any pending orders, shipments or marketplace sales first.
Gems are store credit for packs and the marketplace. Gems you buy can't be withdrawn or moved to another account.
A pack is final once it's opened, so we can't refund a pack after the reveal.
Under Account, Play safely, you can cap how much you add per day, week and month. Lowering a limit works right away, and raising one takes 24 hours.
You can withdraw money you made selling a card, either back to us through Instant Buyback or to another collector on the marketplace. Purchased gems and promotional credit can't be withdrawn.
Before your first withdrawal, Stripe checks a government ID and a live selfie. We only get the result, never the document itself.
We hold each withdrawal for at least 24 hours and cap them at $10,000 in any 24 hours, and a person may review one before it goes out. Once you pass $600 in a calendar year, Stripe asks for your tax details.
If your vault shows a balance on hold, email us and we'll tell you why.
Every pack shows its odds and the cards left in its pool before you buy. Those numbers move as other people open packs.
Each pull is drawn from a public randomness beacon that neither we nor you can influence. To check one, open the card in your vault and choose Verify this pull, or paste its claim id at vaulterx.com/verify.
Your card is decided when you buy the pack, and the reveal only shows it. If the reveal froze or closed early, look in your vault first. If the card isn't there, email us with the time you opened the pack.
After a pull we may offer to buy the card back for gems, at the price shown on the reveal. Offers can expire, so accept within the window shown if you want it.
Money from a buyback counts as sale proceeds, so you can withdraw it once you're verified.
From your vault you can ask us to ship any card to you. We show the fee, insurance and timing before you confirm.
Check your address before you confirm. We can't cover a parcel that went to a wrong address, and we can't ship to states we don't serve.
You can list a card from your vault at a fixed price, or buy one another collector has listed, using gems. Any fee is shown before you confirm.
A marketplace sale is between you and the other collector, and we handle the transaction. If something about a listing looks wrong, email us with a link to it.
Under Account, Play safely, you can close your account to purchases for 24 hours, a week, 30 days, six months or permanently. You keep your vault and can still sell and withdraw. A break can be extended but never shortened, by you or by us.
If opening packs has stopped being fun, the National Council on Problem Gambling runs a free, confidential helpline around the clock: call or text 1-800-GAMBLER (1-800-426-2537).