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@bisq-network contributor roles
https://bisq.wiki/Roles
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L1 Support Agent #64

Open cbeams opened 6 years ago

cbeams commented 6 years ago

Docs: https://bisq.wiki/Support_Agent Team: @bisq-network/l1-support-agents

ghost commented 2 years ago

Cycle 35:

Second level support on matrix and github.

Details 4/1/2022 answered GH ticket 6127 4/1/2022 answered GH ticket 6126 4/6/2022 answered cha..ech about SPV resync stall 4/7/2022 checked logs for trade 632982 (leo) - 120 sec protocol timeout 4/7/2022 sent love letter (woot) for cgt trade 4/10/2022 send support letters to F2F advertisers 4/10/2022 responded to GH ticket 6142 (unreachable local Bisq onion) 4/11/2022 Re-sent love letters to F2F advertisers 4/11/2022 responded to GH ticket 6144 (no seed nodes) => PR 6148 created. 4/12/2022 checked Bisq on Whonix - PR 6147. 4/13/2022 support team meeting 4/16/2022 responded to GH ticket 6150 (trouble sending a chat message) 4/22/2022 responded to GH ticket 6155 (X11 forwarding issue) 4/24/2022 responded to GH ticket 6159 (onion & identity tracking) 4/25/2022 responded to matrix support about potential BSQ balance discrepancy 4/25/2022 responded to matrix DM about starting new bisq wallet
leo816 commented 2 years ago

Cycle 35

Support is going well, Mediation cases have increased significantly and the number of users reaching out due to tickets or simply for support has increased considerably this cycle. I've had some users complaining on bisq's UI and we have had several calls with Pedro who will be designing bisq2 to be simpler and more visually pleasing.

notes: I've had to do 2 manual payouts and a have more than 10 open cases still. Some users aren't responding or still pending to receive proof of a payment.

pazza83 commented 2 years ago

Cycle 36 Support

Support is going smoothly.

Almost all support is now handled on Matrix.

These are the support issues from users DMs in Keybase and Matrix and the date the issue was resolved or last actioned. 21.04.22 - Matrix: Dealing with issue with a scammer on CAD trying to reverse payments 23.04.22 - Keybase: User with corrupted wallet support 24.04.22 - Matrix: Supported user with 2 failed trades 28.04.22 - Matrix: User with locked funds 29.04.22 - Matrix: Dealing with second issue of the scammer on CAD trying to reverse payments 30.04.22 - Matrix: Questions about mediation 03.05.22 - Matrix: Interac questions 03.05.22 - Matrix: Supported user with payout address re-use causing trade to move to history with locked funds 03.05.22 - Keybase: Sent a user with historic locked funds to donation address to enable them to open arbitration 03.05.22 - Keybase: Assisted user to do a delayed payout dump 03.05.22 - Keybase: Support user with locked funds on a CEX following a deposit from their Bisq wallet 04.05.22 - Matrix: Helped user to accept mediaiton proposal 04.05.22 - Matrix: Payment method questions 07.05.22 - Matrix: Dealing with third issue of the scammer on CAD trying to reverse payments 07.05.22 - Matrix: Get your first BTC questions / advise 08.05.22 - Matrix: User unable to open mediation 08.05.22 - Matrix: Failed trade / SPV resync support 08.05.22 - Matrix: Successful trade showing as failed trade / SPV resync support 10.05.22 - Matrix: User with trade partner unable to accept mediation 10.05.22 - Keybase: User with GUI not matching on chain data 11.05.22 - Matrix: User concerned about trading with a BTC Seller using a Bisq@ email address to receive payment 13.05.22 - Matrix: Confused user generally not understanding Bisq and being unhappy to continue using it following a trade they were penalized for 15.05.22 - Matrix: Zelle payment issue 15.05.22 - Matrix: F2F dispute feedback post mediation/arbitration from buyer that took offers to get penalty from seller 17.05.22 - Matrix: User with wallet issues unable to sign a transaction 18.05.22 - Matrix: Arbitration outside of Bisq application support for user with historic locked funds 18.05.22 - Matrix: Faster payment questions. Buyer asking about seller with no name from a old payment account 18.05.22 - Matrix: Mediation enquiry about a ticket 19.05.22 - Matrix: Failed trade support 20.05.22 - Matrix: Questions from BTC Buyer about source of BTC concerns of Seller
w0000000t commented 2 years ago

Cycle 36 🤖

Autogenerated with Bisq support agent report script "Case" (C): support situation requiring 10+ minutes of assistance "Request" (R): support situation requiring from a single to a few replies "Ban" (B): Telegram s(p|c)ammers "Call": meeting call for support agents, or other

Summary

Stats collected since 2022-04-22

167 requests 15 cases 6 calls 98 TG bans

Most active: TGram wednesday 17-19 UTC

Details - 2022-04-22 - 2*TGramR (notifications app; API) - 1*MatrixC (love letter to offending seller as per interac txid reference) - 2*TGramB - 1*RedditC (discussing alternative F2F offers) - 1*ForumR (cancelled trade in history) - 2022-04-23 - 1*TGramR (wise trade period) - 1*TGramB - 2022-04-24 - 1*MatrixC (unable to connect to custom node) - 1*TGramB - 1*MatrixR (escalate to arbitration) - 1*TGramR (matrix issues) - 2022-04-25 - 7*TGramR (own node; read qr codes; tor ptoblems; suspicious seller name on bank account; payer and payee roles; trade fee; buy bsq) - 2*MatrixR (own node; fund deposit from Spectre) - 5*TGramB - 1*MatrixC (investigating case of btc release happening after mediation open) - 2022-04-26 - 7*TGramR (escrow; traders agreements; deposit amount; sell 1M$ of BTC; late payment penalty; app text colour; "payment started" stuck) - 1*TGramB - 3*MatrixR (late-ish payment and late release; txid interac reference workaround; payment details) - 2022-04-27 - 8*TGramB - 7*MatrixR (mobile app; N26 closing account and keeping money; peer bank info; CBM trade period bug; min btc for first trade; matrix vs telegram) - 1*WeeklyCall (support ~70') - 5*TGramR (bugged completed trade in open trades; CBM trade period; chromebook; system reqs; using element) - 2022-04-28 - 4*TGramB - 1*TGramR (tor problems) - 1*MatrixR (new rules about CBM&F2F) - 2022-04-29 - 1*TGramB - 2*MatrixR (download 1.9.0 prerelease) - 1*ForumR (failed trade) - 1*TGramR (API reference) - 2022-04-30 - 2*TGramB - 5*TGramR (relisting delisted coins; restore backup; payment started bug; report about indian gvt freezing cash accounts; pix key for payment) - 2022-05-01 - 2*TGramB - 4*TGramR (timeout error during trade; restore on popos; bisq2; Satoshi square) - 1*TGramC (neverending SPV resync) - 2022-05-02 - 2*TGramB - 2*MatrixR (wallet; escrow) - 2*ForumR (deposit %; missing wallet balance) - 1*MatrixC (bank asking questions) - 1*TGramR (SOL) - 2022-05-03 - 3*TGramB - 1*MatrixR (getyourfirstbtc) - 1*GitHubR (multiple instances) - 2022-05-04 - 2*TGramR (naira; seller protection) - 1*MatrixR (fee reimbursement) - 1*WeeklyCall (support call ~60') - 2022-05-05 - 6*TGramR (trade pair; update bisq; default wallet app; verify signature; send funds dust limit) - 2*TGramB - 2*MatrixR (getyourfirstbtc; strike) - 1*MatrixC (install 1.9.1 on ubuntu) - 2022-05-06 - 3*TGramR (wallet xpriv; account signing) - 1*MatrixR (not seeing own offer) - 1*TGramB - 2*ForumR (escrow; restore wallet after update) - 2022-05-07 - 1*TGramR (apple shortcuts) - 1*MatrixR (getyourfirstbtc) - 2022-05-08 - 3*TGramB - 3*TGramR (ranged offers; bank issues; signing) - 4*MatrixR (sepa account; missingfunds error) - 2022-05-09 - 1*ForumR (tor warning) - 3*TGramB - 6*MatrixR (DAO sync; trade period; buyer unable to pay; fake account data from buyer; coinjoin; x64) - 1*TGramR (seller not releasing) - 2022-05-10 - 1*MatrixR (first tx deposit privacy) - 2*TGramB - 2022-05-11 - 3*TGramR (utxo selection) - 2*MatrixR (reset nodes; deposit conf time) - 1*ForumR (default browser from Bisq) - 1*WeeklyCall (support ~30') - 1*TGramB - 2022-05-12 - 7*MatrixR (find bisq executable; data directory; cannot withdraw; signing; utxo privacy; ignore peers; bounced payment) - 4*TGramB - 4*TGramR (advertisement; own node; own node privacy; run on raspberry) - 2022-05-13 - 4*TGramB - 7*TGramR (Bisq t-shirts; escrow; unconfed deposit in high mempool; wrong order type; trade pairs) - 2*ForumR (CPFP out of Bisq wallet; preoccupied buyer) - 3*MatrixR (cancel after zelle limit; escrow; amazon egift) - 1*TGramC (mediation flow) - 2022-05-14 - 1*TGramB - 3*MatrixR (satoshi square; cross-os restore; rbf) - 4*TGramR (refresh data directory; late release; payment started button; incoming tor connection warning) - 2022-05-15 - 6*TGramB - 1*TGramR - 4*MatrixR (api executables; DAO sync; seed nodes; disabled offers) - 1*MatrixC (maker fee txns not being broadcasted) - 2022-05-16 - 3*TGramB - 1*TGramR (lifting limits) - 3*MatrixR ("dirty coins" in deposit; unstable connection; cannot start) - 2022-05-17 - 6*TGramB - 1*TGramR (update) - 1*MatrixR (payment received from different account no.) - 1*MatrixC (revert to network btc nodes) - 2022-05-18 - 2*TGramR (Revolut acceptance; mediator hiring) - 4*MatrixR (mediation flow; proofs of bank xfer in mediation; bisq doesn't show up; trade flow) - 3*TGramB - 2*WeeklyCall (support ~30'; devcall ~60') - 2*MatrixC (restore operation to non-starting app; cannot start bisq) - 2022-05-19 - 1*TGramB - 1*TGramR (trade settlement) - 3*MatrixR (playing with bisq seed in external wallet; risks of arranging different payments outside mediation; zelle is late with payment) - 1*MatrixC (import bisq wallet in sparrow) - 2022-05-20 - 2*TGramB - 1*TGramR (buy very small amounts) - 2022-05-21 - 3*TGramR (qr camera scan FR; privacy practices; matrix) - 2022-05-22 - 7*TGramB - 2*MatrixR (own node; own node and altcoin trades) - 2022-05-23 - 9*TGramB - 1*MatrixR (wrong BRL data from price nodes) - 1*MatrixC (missing deposit after failed trade) - 2*TGramR (cannot delete payment method; use revolut iban) - 1*TGramC (hardcore remove payment account) - 2022-05-24 - 3*TGramB - 1*TGramR (chargeback risk) - 2022-05-25 - 4*TGramB - 4*TGramR (buy bsq; internal wallet; rbf from bisq wallet; cannot see own BSQ swap) - 1*WeeklyCall (support ~25') - 1*MatrixR (spv resync) - 2022-05-26 - 1*TGramB - 1*TGramR (mediation-arbitration flow)
leo816 commented 2 years ago

Cycle 36

Support is going well, Mediation cases have remained stable this cycle.

notes: I've had to do 1 manual payouts and a have more than 5 open cases still. Some users aren't responding or still pending to receive proof of a payment.

@pazza83 Im taking notes from your reporting, well done and I will try to lay out a summary of the daily issues like you've done.

ghost commented 2 years ago

Cycle 36:

Second level support on matrix and github. In addition to below, I've been much more active on Matrix support ( although I'm not supposed to be there. :wink: )

Details 4/26/2022 responded to GH ticket 6170 (PRICE_OUT_OF_TOLERANCE error) 4/27/2022 addressed GH ticket 6174 (wrong trade duration shown) -> PR 6176 created 4/29/2022 checked logs for `r3t8` - missing fee address -> PR 6182 created 4/30/2022 addressed confusion/fud on Indian payment methods & PayTM 5/6/2022 responded to GH ticket 6189 and continued support of user in Matrix DM 5/6/2022 checked logs for pazza 5/9/2022 looked into confusion over DAO status message incorrect translation in spanish 5/14/2022 addressed issue with ping check false positives (PR 6206) 5/15/2022 removed offensive content & user from Matrix "General" room. 5/16/2022 discussed issue of users complaining about trades' BTC origins 5/16/2022 addressed issue with deposit txid=N/A in trade details (PR 6211) 5/19/2022 investigated incorrect pricing: one pricenode was out of consensus - informed ops 5/21/2022 responded to GH issue 6220 (old bisq version being used) 5/23/2022 investigated pricenode issues WRT GH issue 6222 -> created issue 4493 in XChange repository. 5/25/2022 investigated issue where trade used security funds from an incorrect address (pazza) 5/27/2022 extracted closed trade chatlogs for pazza mediation
MwithM commented 2 years ago

Cycle 36

Cycle 36

Support activity on ... ["keybase", "matrix", "forum", "telegram", "reddit", "github"]

Case (C): support situation requiring 10+ minutes of assistance Request (R): support situation requiring from a single to a few replies Example: 2022/01/01 2R [two requests] matrix; 1C keybase (user had problem X, suggested to do Y and Z, problem was solved)

Details

w0000000t commented 2 years ago

Cycle 37 🤖

Autogenerated with Bisq support agent report script "Case" (C): support situation requiring 10+ minutes of assistance "Request" (R): support situation requiring from a single to a few replies "Ban" (B): Telegram s(p|c)ammers "Call": meeting call for support agents, or other

Summary

Stats collected since 2022-05-26

158 requests 9 cases 3 calls 91 TG bans

Most active: TGram sunday 14-16 UTC

Details - 2022-05-26 - 2*TGramB - 1*TGramR (mediation-arbitration flow) - 3*MatrixR (BSQ change below dust; mediation flow; chargeback risk) - 2022-05-27 - 2*TGramR (own node; "cooperation") - 2*MatrixR (finding mediator; matrix keys) - 2*TGramB - 2022-05-28 - 2*TGramB - 2*TGramR (iraq support; GBP methods) - 3*MatrixR (direct link to matrix rooms; own node; failed offer) - 2022-05-29 - 5*TGramR (signing bug; offer taken during price node failure; different name in payment; exchange stable coins; signing bug after second account) - 4*TGramB - 3*MatrixR (pricenodes problem; own node; spv resync) - 2022-05-30 - 6*ForumR (error buying bisq; altcoin account; pricenodes + Huobi; seller release at trade period end; tor self check; trade csv export) - 1*TGramR (late payment from buyer) - 2*MatrixR (resync logic; cancel on company bank account) - 2*TGramB - 2022-05-31 - 4*TGramR (deposit tx broadcast; change Bitcoin amount; payment button bug; tor connection on open) - 2*MatrixR (restore on different OS; wallet advice) - 2022-06-01 - 4*TGramB - 2*TGramR (mobile app; other CPU platforms) - 1*MatrixR (data directory on linux) - 2022-06-02 - 1*TGramB - 3*TGramR (find mediator on matrix; fees; start arbitration) - 1*MatrixR (send funds from other wallet) - 2022-06-03 - 1*MatrixC (check seed for residual balance, trusted service!!) - 1*MatrixR (mobile app) - 2022-06-04 - 4*TGramR (restore backup; fees; price calculations; bisq2) - 1*TGramC (kyc security deposit) - 3*TGramB - 1*MatrixR (payment methods) - 2022-06-05 - 6*TGramR (bisq2; fees; bisq on vps; "deposit to bisq"; sign your own account; account age importance) - 1*TGramB - 3*MatrixR (payment sent stuck; tx not accounted in bisq; raspberry) - 2022-06-06 - 3*TGramB - 1*MatrixC (cannot install latest version on ubuntu) - 2022-06-07 - 2*MatrixR (p2p network; get new onion address) - 2022-06-08 - 9*TGramB - 3*MatrixR (matrix decryption; contributor pay; mobile app) - 5*TGramR (fees; banks behaviour; sign account; payment details storage; backup) - 2022-06-09 - 3*TGramR (liquid and pos; Arch install; bisq alternatives) - 2*MatrixR (failed trade; same trader different account) - 1*ForumR (bisq2ledger) - 3*TGramB - 2022-06-10 - 6*TGramB - 3*TGramR (bisq2 eta; raspberry; falling takes) - 1*RedditR (deviation price not being calculated) - 1*ForumR (altcoin trades deviation %) - 1*MatrixR (spv resync) - 2022-06-11 - 1*TGramR (negative deviation %) - 2*MatrixR (privacy; revolut problems) - 2022-06-12 - 5*TGramB - 2*TGramR (hdpi in Linux; mobile app pairing) - 6*MatrixR (dispute resolution; migrating windows to linux; failed trade; bisq2; revolut pending trade; external wallet) - 1*MatrixC (restoring to new machine) - 2022-06-13 - 2*TGramB - 4*MatrixR (dispute system; mediation process; matrix keys; timeout and trade fees) - 1*ForumR (revolut freezing payment) - 2022-06-14 - 4*TGramB - 2*TGramR (tor; bsq dust) - 1*MatrixR (cancelling offer) - 2022-06-15 - 4*TGramB - 3*TGramR (custom trade pairs; altcoin trading; error after update app on windows) - 1*MatrixC (restore from other machine) - 1*WeeklyCall (support ~1hr) - 1*ForumR (trading process) - 2022-06-16 - 3*TGramR (proving sepa; price on Bisq; bank proof spoofing) - 5*TGramB - 1*MatrixR (bank issues) - 2022-06-17 - 4*TGramB - 1*MatrixR (matrix server) - 1*ForumR (escrow) - 2022-06-18 - 5*TGramB - 2*TGramC (tor; own node) - 2*MatrixR (rebuild dao sync; stuck at 3/4) - 2*TGramR (seednodes issues; what are seednodes) - 2022-06-19 - 4*TGramB - 1*TGramR (deposit tx not broadcast) - 2*MatrixR (tor issues; failed trade) - 1*MatrixC (migrate machine) - 2022-06-20 - 3*TGramB - 6*TGramR (filter object; complaints; Tor; f2f with stuck trade; dao full node; dao full node) - 3*ForumR (tor; failed deposit broadcast; bank witholding incoming payment) - 2*MatrixR (tor; tor) - 2022-06-21 - 1*TGramR (trade history) - 3*MatrixR (tor; wise; matrix) - 1*TGramB - 2022-06-22 - 2*TGramB - 3*TGramR (1.9.2; liquidity and spread) - 1*MatrixR (spv not completing) - 1*MatrixC (ghost complete trade) - 1*WeeklyCall (~80' support) - 2022-06-23 - 3*TGramB - 4*MatrixR (strike; tor; bank account locked; miner fees) - 3*TGramR (very high miner fees; revolut vs sepa; buy bsq) - 2022-06-24 - 4*MatrixR (1.9.2; disappearing and reappearing offers; build from source; video proofs in mediation) - 3*TGramB - 3*TGramR (bisq workflow; bisq2; satoshi square) - 1*WeeklyCall (dev ~70') - 2022-06-25 - 5*TGramR (strike kyc; bisq2; bisq2; tor; trade flow) - 1*RedditR ("bisq is difficult") - 3*MatrixR (tor; mediation; mediation) - 1*TGramB - 2022-06-26 - 3*TGramB
pazza83 commented 2 years ago

Cycle 37 Support

I have been unavailable this cycle for my usual support hours.

Still been keeping up with DMs in Matrix and attending support calls but will not claim any reimbursement for this cycle's support work.

I will be back to my usual hours next cycle.

MwithM commented 2 years ago

Cycle 37

Details - 29 2R forum, 1R matrix - 30 3R matrix, 2R telegram, - 31 1R telegram, 3R matrix, - 1 2R forum, 2R telegram, - 2 1R telegram, 2R forum, 1R matrix - 3 - 4 1R telegram, 1R reddit - 5 1R reddit, 1R telegram, 1R matrix - 6 1R matrix, - 7 2R telegram, - 8 1R telegram, - 9 1R reddit, - 13 1R reddit, 1R telegram, 2R matrix, - 14 - 15 2R telegram, 1R matrix - 16 - 17 2R reddit, 1R forum, 3r Telegram, 1R matrix, 1C matrix (chargeback attempts). - 18 2R reddit, 1R forum, 2R telegram, 1R matrix - 19 1R telegram, - 20 2R telegram, - 21 1R forum, 1R matrix, - 22 Support call, 2R matrix, - 23 1R telegram, 1R matrix (report mining fees issue), - 24 1R reddit, 1R matrix. - 25 2R matrix, 1R telegram - 26 1R telegram, 2R matrix - 27 1R telegram, 1R twitter
ghost commented 2 years ago

Cycle 37

Details 5/31/2022 debugged an issue of account signing for woot 6/02/2022 responded in matrix support 6/03/2022 responded in matrix support 6/04/2022 responded in matrix support 6/05/2022 responded in matrix support 6/06/2022 assisted with issue of unable to access `start payment` button on small screens 6/07/2022 responded in matrix support 6/08/2022 responded in matrix support 6/10/2022 responded in matrix support and assisted user in DM. 6/11/2022 responded in matrix support 6/12/2022 responded in matrix support 6/14/2022 responded in matrix support 6/15/2022 responded in matrix support 6/16/2022 responded to support about account signing 6/16/2022 logged an issue about bisq starting up unable to accept incoming connections 6/16/2022 assisted user in DM with difference in trade contract (marketPriceMargin) 6/18/2022 reported to ops network problems starting Bisq; handling multiple user complaints in support channel 6/19/2022 assisting users in support channel 6/20/2022 assisting users in support channel 6/21/2022 assisting users in support channel 6/22/2022 assisting users in support channel; support team meeting 6/23/2022 assisting users in support channel; supported user on GH 6261 and in DMs. 6/24/2022 assisting users in support channel; dev team meeting 6/25/2022 assisting users in support channel 6/26/2022 assisting users in support channel; assisted pazza with tor issue 6/27/2022 assisted user with offers being auto-disabled (missing filter) 6/28/2022 responded to GH 6268
leo816 commented 2 years ago

Cycle 37

Support is going well, Mediation cases have increased significantly this cycle due to tor issues.

notes: I've had to do 4 manual payouts and a have more than 25 open cases still. Some users aren't responding but most open cases are due to the tor issues and do not require much asistance other than waiting for both parties to accept the payment.

w0000000t commented 2 years ago

Cycle 38 🤖

Autogenerated with Bisq support agent report script "Case" (C): support situation requiring 10+ minutes of assistance "Request" (R): support situation requiring from a single to a few replies "Ban" (B): Telegram s(p|c)ammers "Call": meeting call for support agents, or other

Summary

Stats collected since 2022-06-26

116 requests 15 cases 7 calls 100 TG bans

Most active: TGram friday 17-19 UTC

Details - 2022-06-26   - 5*TGramB   - 5*MatrixR (voting weigth; full dao node; mobile app; canceling trade; closing mediation)   - 1*ForumR (connection problem during dispute) - 2022-06-27   - 4*TGramB - 2022-06-28   - 3*TGramR   - 2*MatrixR (SPV resync)   - 1*MatrixC (msi error on windows install) - 2022-06-29   - 1*TGramB   - 2*TGramR (received payment from different name; spv resync and own node) - 2022-06-30   - 1*WeeklyCall (support ~30')   - 1*TGramR (tor)   - 4*MatrixR (late confirmation on deposit; opened ticked too soon, payment arrived; getyourfirstbtc & app amount limits; alternate handle on payment method)   - 2*TGramB - 2022-07-01   - 3*TGramB   - 4*MatrixC (fee reimbursement; bisq stuck at taking offer; failed trade; building bisq)   - 4*MatrixR (mobile app pair; build bisq; BSQ balance and dao sync; tor filter object)   - 4*TGramR (buy limits; tor issues; open Bisq wallet in external software; registering on matrix) - 2022-07-02   - 5*TGramB   - 1*MatrixC (not seeing own offer with matching method switch enabled)   - 1*TGramR (BSQ token) - 2022-07-03   - 2*TGramB   - 2*TGramR (AUR release; deposit tx)   - 1*MatrixR - 2022-07-04   - 1*TGramR (VNC on mobile)   - 3*TGramB   - 1*ForumR (confused user)   - 1*MatrixR (bisq shell launch) - 2022-07-05   - 2*TGramB - 2022-07-06   - 5*TGramB   - 4*MatrixR (name difference in payment; offer success; raspberry; opening mediation)   - 1*WeeklyCall (support 30')   - 1*TGramC (offers getting disabled) - 2022-07-07   - 3*TGramB   - 4*MatrixR (frauds; contact for F2F; trade period near end; different payment method due to bank)   - 1*TGramR (tor) - 2022-07-08   - 2*TGramB   - 2*TGramR (update bisq; backup security)   - 1*MatrixR (unconfirmed deposit) - 2022-07-09   - 1*TGramB   - 3*MatrixR (update source build; error on windows 11; seed encryption)   - 2*TGramR (mobile; onboarding new user) - 2022-07-10   - 1*ForumR (bsq dust)   - 2*TGramB   - 1*TGramR (create monero account)   - 1*MatrixR (buyer cannot pay) - 2022-07-11   - 5*TGramR (own node; offers get disabled; hot wallet; xmr subaddre; maker tx not published)   - 1*TGramC ("no data" from p2p network)   - 1*TGramB - 2022-07-12   - 3*TGramB   - 2*TGramC (invalid maker fee, own node; own node)   - 1*RedditC (moving to linux)   - 1*MatrixR (peer wants to cancel) - 2022-07-13   - 2*TGramB   - 2*MatrixC (revolut chargeback or just not accepted?; love letter)   - 1*WeeklyCall (support ~25')   - 1*MatrixR (xmr subaddresses) - 2022-07-14   - 7*TGramB   - 1*TGramR (mobile app)   - 1*MatrixR (bank always blocking zelle) - 2022-07-15   - 2*TGramB   - 3*TGramR (late release; trade timing; charge back) - 2022-07-16   - 1*TGramR (payment methods ) - 2022-07-17   - 1*TGramB   - 1*TGramR (Canada volume) - 2022-07-18   - 2*MatrixR (account signing; own node) - 2022-07-19   - 2*TGramB   - 2*TGramR (late release; block user) - 2022-07-20   - 4*TGramR (spv resync; own node; failed taken offer; clean Tor files)   - 2*ForumR (raspberry; interac "exploit")   - 2*WeeklyCall (40' support; growth team ~60')   - 4*TGramB - 2022-07-21   - 5*TGramB   - 3*MatrixR (reimbursement issue on github; fees; spv resync)   - 1*MatrixC (cancelled offers and internet issues)   - 2*TGramR (own node; payment sent message propagation) - 2022-07-22   - 7*TGramR (dispute payout ; bsq swaps; more altcoins; dispute payout not making it to the wallet; hidpi; wallet balance issues; own node)   - 2*TGramB   - 2*MatrixR (faster payment issues; get unused address) - 2022-07-23   - 10*TGramB   - 3*TGramR (Linux issues; Nigeria; buy btc for cash at atms?!)   - 3*MatrixR (restore from backup; segqit receive address; offers getting disabled)   - 1*TGramC (own node) - 2022-07-24   - 4*TGramB   - 2*TGramR (fdroid; selective restore accounts)   - 1*ForumR (tor invalid key type)   - 1*MatrixR (tor & linux update) - 2022-07-25   - 6*TGramB   - 2*TGramR (voting; own node)   - 1*MatrixR (bisq premium) - 2022-07-26   - 5*TGramB   - 3*TGramR (backup; earn BSQ ; BBQ dust)   - 1*MatrixR (mediation) - 2022-07-27   - 4*TGramR (reset default nodes; escrow; corrupted wallet)   - 1*WeeklyCall (support ~40')   - 1*WeeklyCall (growth ~90')   - 1*TGramB - 2022-07-28   - 5*TGramB   - 2*TGramR (f2f without laptop; azte.co)   - 1*MatrixR (record screen on revolut) - 2022-07-29   - 1*TGramR (trade history auto delete)
ghost commented 2 years ago

Cycle 38:

Second level support on matrix and github.

Details 7/1/2022 investigated issue for akira.. in DM 7/4/2022 assisted oscfo.. in DM with leo, wrote up GH issue 7/8/2022 assisted KQ$
pazza83 commented 2 years ago

Cycle 38 Support

Support is going well. My usual times have been irregular due to travelling, but I have been available for support my usual hours this cycle, if not at my usual times.

Since my last compensation request

These are the support issues from users DMs in Keybase and Matrix and the date the issue was resolved or last actioned. 01.08.22 - Keybase: Question about user with trade in progress with unconfirmed deposit confirmation requiring spv resync 29.07.22 - Matrix: Mediation support 26.07.22 - Keybase: User asking about reimbursement 24.07.22 - Matrix: User that needed off Bisq app reimbursement from arbitration 23.07.22 - Matrix: Assisted user to open mediation 23.07.22 - Matrix: user with complaint due to them not responding to arbitration 22.07.22 - Matrix: User chasing up mediation 22.07.22 - Matrix: User with corrupted wallet 22.07.22 - Matrix: Manual payout support 21.07.22 - Matrix: Mediation support 18.07.22 - Matrix: trade cancellation advise 16.07.22 - Matrix: Zelle question 14.07.22 - Matrix: user with 2 completed trades that app showed as locked funds 13.07.22 - Matrix: Tor issue preventing arbitration ticket from opening 12.07.22 - Keybase: User with trade they can't close 10.07.22 - Keybase: Scammer report 06.07.22 - Matrix: Manual payout support 06.07.22 - Matrix: Query about Interac 06.07.22 - Matrix: Mediation support 03.07.22 - Matrix: Mediation support 02.07.22 - Matrix: Mediation support 30.06.22 - Keybase: User with complaint about mediation 27.06.22 - Matrix: Arbitration support 27.06.22 - Matrix: Trade outside of window questions 21.06.22 - Matrix: Zelle questions 20.06.22 - Matrix: Notification app questions 20.06.22 - Matrix: User querying mediated payout percentage due to low deposit / 0.0005 BTC amount 18.06.22 - Matrix: Mediation support 18.06.22 - Matrix: Failed trade support 17.06.22 - Matrix: SEPA trader concerns 16.06.22 - Keybase: Scammer report 14.06.22 - Matrix: Arbitration support 12.06.22 - Matrix: Failed trade support 10.06.22 - Matrix: Trade not confirmed 05.06.22 - Keybase: UI glitch on startup 03.06.22 - Matrix: Scammer concerns 30.05.22 - Matrix: Trade cancellation support 30.05.22 - Matrix: Missing payment details support 27.05.22 - Keybase: Logs assistance 25.05.22 - Matrix: Buy first BTC questions 24.05.22 - Matrix: Mediation support 22.05.22 - Matrix: Mediation/Arbitration follow- up 22.05.22 - Matrix: Arbitration questions 20.05.22 - Matrix: Locked funds query
MwithM commented 2 years ago

Cycle 38

Support activity on ... ["keybase", "matrix", "forum", "telegram", "reddit", "github"]

Case (C): support situation requiring 10+ minutes of assistance Request (R): support situation requiring from a single to a few replies Example: 2022/01/01 2R [two requests] matrix; 1C keybase (user had problem X, suggested to do Y and Z, problem was solved)

Details

leo816 commented 2 years ago

Cycle 38

Mediation cases have decreased this cycle due to lower volume of trades. I've had to do 5 manual payouts and a have 20 open mediation cases. Some users aren't responding but most open cases regarding messages not being sent and mediation proposals not arriving have to do with connectivity issues and do not require much asistance other than waiting for both parties to accept the payment. in the case of last cycle's tor issue, many manual payouts came to be because of that.

w0000000t commented 2 years ago

Cycle 39 🤖

Autogenerated with Bisq support agent report script "Case" (C): support situation requiring 10+ minutes of assistance "Request" (R): support situation requiring from a single to a few replies "Ban" (B): Telegram s(p|c)ammers "Call": meeting call for support agents, or other

Summary

Stats collected since 2022-07-29

121 requests 18 cases 0 calls 109 TG bans

Most active: Matrix tuesday 17-19 UTC

Details - 2022-07-29   - 2*TGramR (trade history auto delete; larger font?)   - 1*MatrixR (support ticket immediately opened for maker on offer taking)   - 2*TGramB   - 1*MatrixC (seller in mediation from buyer)   - 1*TGramC (trade status regression error after backup restore) - 2022-07-30   - 6*TGramB   - 3*MatrixR (mobile app; payment started stuck; offerbook and limits) - 2022-07-31   - 7*TGramB   - 3*TGramR (fiat payments; payment methods; bsq balance)   - 2*MatrixR (trade unconfirmed; own node) - 2022-08-01   - 6*TGramB   - 3*MatrixR (payments in getyourfirstbtc; forum software; emergency wallet) - 2022-08-02   - 4*TGramB - 2022-08-03   - 2*TGramB   - 2*MatrixR (seller release; bank issues) - 2022-08-04   - 3*TGramB   - 1*TGramR (arbitration ticket disappeared)   - 8*MatrixR (can't connect; offers get disabled; double payment by mistake; cannot take offer; peerbloomfilters; arbitration stuck; seller release time; backup restore) - 2022-08-05   - 5*TGramB   - 1*MatrixR (trade chat after trade completed)   - 1*MatrixC (trade wrongly set as completed) - 2022-08-06   - 3*TGramB   - 3*MatrixR (CBM signature verification; late release; signing)   - 1*TGramR (egiftcard period) - 2022-08-07   - 2*TGramB   - 1*TGramR (restore to different pc)   - 3*MatrixR (coin control FR; bank problems; scam resistance)   - 1*MatrixC (double XMR payment by mistake) - 2022-08-08   - 6*TGramB   - 1*TGramC (restoring very old backup) - 2022-08-09   - 3*TGramB   - 4*TGramR (payment methods; restore payment accounts; sponsorship; trading pairs) - 2022-08-10   - 3*TGramB   - 1*MatrixR (failed maker fee and bsq balance)   - 2*TGramR (send funds to bisq; payout)   - 1*MatrixC (revolut buyer security) - 2022-08-11   - 2*TGramB   - 2*MatrixC (public relations; trade stuck at seller having to release)   - 3*MatrixR (trade closure; withdraw to mobile; payment sent button bug)   - 2*TGramR (zelle blblocking mails ; filter object) - 2022-08-12   - 3*TGramB   - 4*MatrixR (bsq merit; bsq negative balance; trade period; RA) - 2022-08-13   - 5*TGramB   - 1*MatrixR (withdraw fee) - 2022-08-14   - 3*TGramB   - 2*MatrixR (old deposit not confirmed; trade protocol timeout) - 2022-08-15   - 3*TGramB   - 2*MatrixC (pending dispute needing proposal; offers being disabled)   - 1*MatrixR (scam protection)   - 1*ForumR (how to get new onion) - 2022-08-16   - 4*TGramR (payment details; ghost mediation; cancel trade; BSQ balance)   - 3*TGramB   - 6*MatrixR (tor issues; disputes; trade stuck at first conf; fund bisq; own node; multiple instances on diff pcs)   - 3*MatrixC (offers being disabled; spv resync; XMR account)   - 1*ForumC (offers getting disabled)   - 2*ForumR (issues with zelle; bsq confirmations) - 2022-08-17   - 11*TGramB   - 3*TGramR (mobile app on fdroid; cpfp on arbitration payout ; export zpub)   - 1*MatrixR (spv resync and own node) - 2022-08-18   - 3*TGramR (test environment; account signing; xmr trade)   - 3*MatrixR (seed passphrase; import payment accounts into daemon; refresh tor)   - 1*TGramB   - 2*MatrixC (expired monero trade; connect to own node) - 2022-08-19   - 1*TGramB   - 3*TGramR (amazon egift; backup to cloud; cloud backup and encryption) - 2022-08-20   - 1*TGramB   - 5*TGramR (seller not responding; antivirus interfering with Tor?; export seed; miner fee; stuck tor)   - 1*MatrixR (seller is late) - 2022-08-21   - 3*MatrixR (payment received button grayed out; xmr trade issues; released too soon as error)   - 3*TGramR (Tor not connecting; restore payment accounts; export seed)   - 1*TGramB   - 1*MatrixC (maker fee txs failed) - 2022-08-22   - 2*TGramB   - 2*TGramR (payment button bug; halcash) - 2022-08-23   - 4*TGramB - 2022-08-24   - 6*TGramB   - 1*TGramR (offers and trades)   - 2*MatrixR (account signing bug; own node)   - 1*ForumR (cannot start bisq) - 2022-08-25   - 1*TGramB   - 2*MatrixR (BSQ privacy; tor) - 2022-08-26   - 4*MatrixR (spv resync; spv resync; maker fee reimbursement; spam)   - 1*TGramB - 2022-08-27   - 2*TGramB   - 2*TGramR (sell commercially; mobile notifications)   - 1*MatrixR (general room) - 2022-08-28   - 2*TGramB   - 2*MatrixR (account signing; tor)   - 1*TGramR (API) - 2022-08-29   - 1*TGramB   - 1*MatrixR (api)   - 1*TGramR (lightning) - 2022-08-30   - 4*TGramB   - 6*TGramR (withdraw at 1sat/vB ; buy from zimbabwe; new listings; import wallet in different software; minimum deposit; online requirements)   - 3*MatrixR (API; cancel trade; BSQ and dao sync)   - 1*MatrixC (release btc by mistake)
MwithM commented 2 years ago

Cycle 39

Support activity on ... ["keybase", "matrix", "forum", "telegram", "reddit", "github"]

Case (C): support situation requiring 10+ minutes of assistance Request (R): support situation requiring from a single to a few replies Example: 2022/01/01 2R [two requests] matrix; 1C keybase (user had problem X, suggested to do Y and Z, problem was solved)

Details
pazza83 commented 2 years ago

Cycle 39 Support

All is going well with support. Quiet cycler than usual due to trade activity having dropped a little compared to the previous few months.

Since my last compensation request

These are the support issues from users DMs in Keybase and Matrix and the date the issue was resolved or last actioned. 02.08.22 - Keybase: 02.08.22 - Matrix: off Bisq app reimbursement support 02.08.22 - Matrix: Manual payout support 02.09.22 - Matrix: Question from trader about issue with mismatching IBAN details 02.09.22 - Matrix: trader question about trade windows 05.08.22 - Matrix: user with disappearing offers 09.08.22 - Matrix: manual payout 12.08.22 - Matrix: manual payout 13.08.22 - Matrix: user with unconfirmed deposit confirmation 14.08.22 - Matrix: github question from user 14.08.22 - Matrix: arbitration questions 14.08.22 - Matrix: off bisq reimbursement support 15.08.22 - Matrix: user with questions about BSQ compensation requests 17.08.22 - Keybase: reimbursement for failed trade support 17.08.22 - Keybase: reimbursement for failed trade support 17.08.22 - Matrix: off Bisq app reimbursement support 17.08.22 - Keybase: reimbursement for failed trade support 18.08.22 - Matrix: mediation questions 20.08.22 - Matrix: get your first btc questions 21.08.22 - Matrix: support questions 23.08.22 - Matrix: user with trades showing as unconfirmed 24.08.22 - Keybase: corrupted wallet support 24.08.22 - Matrix: user with 2 failed trades in open trades wanting to remove them 28.08.22 - Matrix: locked funds
ghost commented 2 years ago

Cycle 39:

Second level support on matrix and github.

Details 8/4/2022 extracted a delayedpayoutTx from logs for pazza 8/7/2022 investigated issue with PrivateNotification received by wrong recipient 8/10/2022 drama from telegram 8/12/2022 handled issue with offer not takable due to missing AccountAgeWitness 8/13/2022 looked into issues with total bsq supply chart 8/14/2022 investigated issue with unreachable offer maker -> https://github.com/bisq-network/bisq/pull/6330 8/16/2022 debugged issue with Fees not updated in filter -> fee validation failing 8/16/2022 debugged issue with dispute ticket not opening -> https://github.com/bisq-network/bisq/pull/6329 8/19/2022 checked logs for user not able to sync DAO 8/27/2022 extracted a delayedpayoutTx from logs for pazza 8/31/2022 discussed USPSMO rule interpretations -> wiki updated (pazza) 9/4/2022 investigated issue with BSQ offer maker's chain out of sync -> https://github.com/bisq-network/bisq/issues/6351
leo816 commented 2 years ago

Cycle 39

Manual payouts are still more common than usual, I've had to do 6 manual payouts and have 22 open mediation cases. Although we thought the manual payout increase was due to the tor issue, we keep having to do them more than ever even after a few cycles have passed.

MwithM commented 1 year ago

Cycle 40

Support activity on ... ["keybase", "matrix", "forum", "telegram", "reddit", "github"]

Case (C): support situation requiring 10+ minutes of assistance Request (R): support situation requiring from a single to a few replies Example: 2022/01/01 2R [two requests] matrix; 1C keybase (user had problem X, suggested to do Y and Z, problem was solved)

Details
w0000000t commented 1 year ago

Cycle 40 🤖

Autogenerated with Bisq support agent report script "Case" (C): support situation requiring 10+ minutes of assistance "Request" (R): support situation requiring from a single to a few replies "Ban" (B): Telegram s(p|c)ammers "Call": meeting call for support agents, or other

Summary

Stats collected since 2022-08-31

114 requests 2 cases 4 calls 46 TG bans

Most active: TGram sunday 11-13 UTC

Details - 2022-08-31   - 1*MatrixR (1.9.5)   - 1*WeeklyCall (support ~60') - 2022-09-01   - 2*TGramB   - 1*MatrixR (spv resync) - 2022-09-02   - 5*TGramB   - 2*MatrixR (own node; arbitration)   - 2*TGramR (bisq.markets; bisq 2) - 2022-09-03   - 1*TGramB   - 5*MatrixR (wrong zelle details; own node; hidpi; restore old backup; font size on windows)   - 1*TGramR (restore backup) - 2022-09-04   - 4*TGramR (multiple instances ; credit card; inbound connections; export payment accounts)   - 5*TGramB   - 2*MatrixR (expired ripcurlx signature; inbound connections) - 2022-09-05   - 2*TGramB   - 2*TGramR (sphinx tribe ; payment reference) - 2022-09-06   - 2*TGramB   - 1*MatrixR (wise payment issue) - 2022-09-07   - 3*TGramB   - 3*TGramR (trade volume; inbound connections; own node)   - 1*MatrixR (seller filled in wrong revtag in account)   - 1*WeeklyCall (support ~70') - 2022-09-08   - 2*TGramB   - 1*MatrixR (coinjoin) - 2022-09-09   - 1*MatrixR (update bisq from old version)   - 1*ForumR (unpublished payout tx) - 2022-09-10   - 3*TGramR (keep accounts on new instance ; recover seed; derivation path)   - 2*MatrixR (bisq2; introduction to bisq) - 2022-09-11   - 1*TGramB   - 3*MatrixR (custom node; trade protocol flow; monero subaddress balance) - 2022-09-12   - 2*TGramB   - 1*TGramR (Tor and SPV resync )   - 5*MatrixR (new addresses; payment methods; crypto on revolut; swift; use different fiat account in trade)   - 1*ForumR (osx) - 2022-09-13   - 1*TGramB - 2022-09-14   - 2*TGramR (empty offerbook; "run bisq with no app" (?))   - 1*TGramB - 2022-09-15   - 2*TGramB   - 1*TGramR (offers at 0 premium)   - 1*MatrixR (private law proposal for bisq) - 2022-09-16   - 1*TGramB   - 3*MatrixR (reputation; miner fees; cannot start on windows)   - 2*TGramR (app performance; tor) - 2022-09-17   - 3*TGramR (own node; tor; share data directory between two systems)   - 2*TGramB - 2022-09-18   - 3*TGramR (Altcoin liquidity; sell f2f; resync length)   - 1*TGramB   - 1*MatrixR (pending mediations) - 2022-09-19   - 3*TGramR (Bsq for fees; restore default bitcoin nodes; SIL) - 2022-09-20   - 2*TGramR (did not receive filter object; tor)   - 3*MatrixR (onion v2; aur; bsq swap chainalysis) - 2022-09-21   - 1*TGramB   - 3*TGramR (tails; aur; Bsq balance )   - 2*MatrixR (offers getting disabled; canceling trade)   - 1*WeeklyCall (support ~50')   - 1*ForumR (payment proof) - 2022-09-22   - 3*TGramR (add fiat account; offer gets disabled; max btc trade amount)   - 1*TGramB   - 1*MatrixR (zelle refusing to send payment) - 2022-09-23   - 4*TGramR (buy with cash; trade output address; % of tickets; restore on different OS)   - 1*TGramB - 2022-09-25   - 4*TGramR (account age; mobile app; privacy; altcoins trade)   - 3*MatrixR (xmr offers getting disabled; trade flow; matrix verification) - 2022-09-26   - 1*MatrixR (spv resync to fix deposit not showing)   - 1*MatrixC (account signing and limits) - 2022-09-27   - 1*TGramB   - 1*TGramR (api) - 2022-09-28   - 2*TGramB   - 2*TGramR (late release; spv resync)   - 1*MatrixR (message to offline peer)   - 1*WeeklyCall (support ~20') - 2022-09-29   - 4*MatrixR (mobile app; inbound connections; bisq wallet; update bisq from GH)   - 1*ForumR (tor key issue)   - 1*TGramB - 2022-09-30   - 2*TGramR (scammers on group; cannot start bisq)   - 1*TGramB   - 1*MatrixR (security deposit protocol)   - 1*MatrixC (deposit tx not sent to mempool) - 2022-10-01   - 3*TGramR (cannot connect through Tor ; publish offers; refresh tor)   - 2*TGramB - 2022-10-02   - 2*TGramB   - 2*TGramR (tor issues; coinjoin)   - 2*MatrixR (seednodes; bsq balance) - 2022-10-03   - 3*MatrixR (verify installer; verify bsq balance; mediation)   - 3*TGramR (restore default nodes; offers get disabled randomly; invalid maker tx)   - 1*TGramB
pazza83 commented 1 year ago

Cycle 40 Support

Smooth cycle of support this month. Available for my usual hours on Friday, Saturday and Sunday and occasionally throughout the week.

No issues of note.

Since my last compensation request

These are the support issues from users DMs in Keybase and Matrix and the date the issue was resolved or last actioned. 01.09.22 - Matrix: Mediation questions 02.09.22 - Matrix: User querying compensation / penalty amounts 02.09.22 - Matrix: Monero trading questions 11.09.22 - Matrix: user with crashed hard drive requesting support 12.09.22 - Matrix: Questions about BTC nodes 15.09.22 - Matrix: User asking how to send funds to arbitration 16.09.22 - Matrix: user with deposit transaction not confirming due to mempool activity spike 18.09.22 - Matrix: User with mediation questions 18.09.22 - Matrix: user with first time mediation questions 19.09.22 - Matrix: invalid transaction questions 19.09.22 - Matrix: user with problems with a trade asking how to open mediation 21.09.22 - Keybase: user with withdrew BTC not showing up in their wallet 23.09.22 - Matrix: Arbitration support 24.09.22 - Matrix: User with trade in open trades that had completed support to remove it 24.09.22 - Matrix: Enquiry about status of refund agent 24.09.22 - Matrix: Arbitration support 25.09.22 - Matrix: Arbitration support 25.09.22 - Matrix: User with questions about how to trade Monero on Bisq 26.09.22 - Matrix: User querying a stuck funds issue that had actually paid out 28.09.22 - Matrix: Support with user with Monero GUI issues causing them to think they had not received the XMR on an auto confirm trade when they had. 30.09.22 - Matrix: User with old Bisq instance who thought they were missing funds
ghost commented 1 year ago

Cycle 40:

Second level support on matrix and github. First level support on matrix when needed.

Details 9/7/2022 discussed delayed payout recovery with pazza 9/10/2022 checked logs for trade v...b which showed completed but was not paid out 9/20/2022 checked logs for 28..3 which did not get mediation proposal -> https://github.com/bisq-network/bisq/issues/6367 9/22/2022 checked logs for RC..Z user sent to arbitration but ticket did not show -> https://github.com/bisq-network/bisq/issues/6370 10/3/2022 discussed ARS dolar blue price feed with pazza 10/5/2022 discussed delayed payout recovery design on support team call
leo816 commented 1 year ago

Cycle 40

Manual payouts have decreased, I've had to do 2 manual payouts and have 14 open mediation cases. Besides that, this cycle was quite calm, less support cases on Matrix than we've seen over the last 4 cycles.

w0000000t commented 1 year ago

Cycle 41 🤖

Autogenerated with Bisq support agent report script "Case" (C): support situation requiring 10+ minutes of assistance "Request" (R): support situation requiring from a single to a few replies "Ban" (B): Telegram s(p|c)ammers "Call": meeting call for support agents, or other

Summary

Stats collected since 2022-10-04

89 requests 0 cases 3 calls 52 TG bans

Most active: TGram saturday 17-19 UTC

Details - 2022-10-05   - 1*TGramR (privacy)   - 2*TGramB - 2022-10-06   - 1*TGramB   - 1*MatrixR (complete trade with errored details)   - 1*TGramR (Tor issues) - 2022-10-07   - 1*TGramB   - 1*TGramR (Ghost utxos in wallet ) - 2022-10-08   - 6*TGramR (own node; bitcoin.conf; mediators; bisq2; trade periods; bisq2)   - 2*MatrixR (inbound connections; run same instance on two pcs)   - 1*TGramB - 2022-10-09   - 1*TGramB   - 1*MatrixR (withdraw tx never published)   - 1*TGramR (refresh data) - 2022-10-10   - 1*TGramB   - 2*TGramR (need to stay online after payment?; resync wallet) - 2022-10-11   - 1*TGramB   - 2*MatrixR (payment sent twice; ip logging)   - 2*TGramR (deposit funds fee; spv resync) - 2022-10-12   - 3*TGramR (own node; paid promotion; not seeing any offers, was wrong system time)   - 1*MatrixR (payment received button timing)   - 1*WeeklyCall (support ~100') - 2022-10-13   - 2*TGramB   - 4*TGramR (marketing proposal; tor; own node; tor in china)   - 4*MatrixR (failed offer; block "stolen funds"; block stolen funds sold on bisq; fee reimbursement) - 2022-10-14   - 1*TGramB   - 1*RedditR (middlemen and future of btc) - 2022-10-15   - 1*TGramB   - 2*MatrixR (failed trade; api) - 2022-10-16   - 1*TGramB   - 3*TGramR (GitHub on Tor; stuck on taking offer ; coinjoin before bisq)   - 2*MatrixR (seller not releasing in time, and penalty; spv resync) - 2022-10-17   - 1*TGramB   - 3*TGramR (Tor for BTC network; tor; location and trading) - 2022-10-18   - 4*TGramR (name mismatch on payment account; how to open mediation; cancel trade; sparing peer from penalty) - 2022-10-19   - 4*TGramR (docs; gitlab; linux distro; umbrel)   - 3*TGramB   - 1*MatrixR (payment sent button stuck)   - 1*WeeklyCall (support ~60') - 2022-10-20   - 1*MatrixR (binance locked btc after xmr trade)   - 1*TGramB - 2022-10-21   - 2*TGramB   - 1*MatrixR (get new account)   - 1*TGramR (maker tx invalid) - 2022-10-22   - 3*TGramR (filter object; code language; buying at a discount)   - 2*MatrixR (joinmarket; get v3 address) - 2022-10-23   - 1*TGramR (edit offer after publishing) - 2022-10-24   - 5*TGramB   - 2*TGramR (sent payment button stuck; own node)   - 1*MatrixR (bank freezing accounts because of bisq trading) - 2022-10-25   - 4*TGramB   - 7*TGramR (fees; tor + showing open offers; tor; own node; spv resync; late release; release tx)   - 1*MatrixR (reset tor files manually) - 2022-10-26   - 5*TGramB   - 3*TGramR (bitcoin.conf; releasing btc; taking ranged offers)   - 1*WeeklyCall (support ~80') - 2022-10-27   - 4*TGramB   - 2*MatrixR (filter object; utxo list in wallet not visible)   - 1*TGramR (spv resync) - 2022-10-28   - 6*TGramB - 2022-10-29   - 6*TGramB   - 3*TGramR (nexpay as sepa; dao sync; revolut not accepted as sepa) - 2022-10-30   - 2*TGramB   - 8*TGramR (seeing no offers; report spammers; bisq2; SPV resync; banks blocking incoming transfers; new version; checksum; workaround for bank locks)
pazza83 commented 1 year ago

Cycle 41 Support

Everything is going well with support. Been around to support users on Friday, Saturdays and Sundays as well as occasionally throughout the week.

No issues of note.

Since my last compensation request

These are the support issues from users DMs in Keybase and Matrix and the date the issue was resolved or last actioned. 05.10.22 - Matrix: User with no one taking their offer issues 05.10.22 - Matrix: User wanting Matrix details for arbitrator 06.10.22 - Matrix: Assistant with trade reaching max period without payment being confirmed 07.10.22 - Matrix: User sending logs 08.10.22 - Matrix: Failed trade support 09.10.22 - Matrix: SPV support 11.10.22 - Matrix: User with out of sync bitcoin wallet issues 12.10.22 - Matrix: Questions about mediaiton 13.10.22 - Matrix: User with CEX issues from BTC deposited from Bisq 14.10.22 - Matrix: Tor connection support 15.10.22 - Matrix: support with SPV resync 17.10.22 - Matrix: User with missing mediator ticket 19.10.22 - Matrix: Questions about how to proceed to arbitration 22.10.22 - Matrix: Support user with failed trades 24.10.22 - Matrix: Questions about bank issues 27.10.22 - Matrix: Support user with Bisq constantly crashing 28.10.22 - Matrix: User unable to access Bisq due to Tor connectivity issues 29.10.22 - Matrix: User with Bisq UI showing a trade that actually failed as successful
MwithM commented 1 year ago

Cycle 41

Support activity on ... ["keybase", "matrix", "forum", "telegram", "reddit", "github"]

Case (C): support situation requiring 10+ minutes of assistance Request (R): support situation requiring from a single to a few replies Example: 2022/01/01 2R [two requests] matrix; 1C keybase (user had problem X, suggested to do Y and Z, problem was solved)

Details

ghost commented 1 year ago

Cycle 41:

Second level support on matrix and github & first level support on matrix when needed.

Details "Case" (C): support situation requiring 10+ minutes of assistance "Request" (R): support situation requiring from a single to a few replies 10/10/2022 C assist user z..d in DM with issue of trade in bad state 10/10/2022 R (tor issues) 10/10/2022 R (tor issues) 10/13/2022 R (clarity on need to wait for trade period before opening mediation) 10/15/2022 R check user's delayed payout issue (cpty DPT incorrect) 10/16/2022 R advise on how to mitigate risk 10/17/2022 R (clarity on need to wait for trade period before opening mediation) 10/17/2022 R (clarity on making fiat payments in multiple parts) 10/18/2022 R (advice on SPV resync) 10/18/2022 R (advice on missing filter object from seed nodes) 10/22/2022 R GH 6387 advice on wallet insufficient funds 10/24/2022 R (advice on SPV resync) 10/24/2022 R GH 6390 replied more info needed 10/24/2022 R GH 6392 SPV resync required 10/25/2022 R (advice on mediation) 10/25/2022 R (advice on SPV resync) 10/25/2022 R (advice on security deposits) 10/25/2022 R (advice on signing new account) 10/26/2022 R (advice on SPV resync) 10/26/2022 C checked logs of user with missing filter 10/27/2022 R clarified why SPV resync needed instead of rebroadcast 10/28/2022 R advice on what failed trade means 10/29/2022 R advice on building bisq 10/30/2022 C GH 6394 check bisq.log insufficient funds 10/31/2022 C investigate new release alert issue 11/01/2022 R explain failed trade to user 11/01/2022 R check non-confirmed tx of user 11/01/2022 C investigate logs from unexpected dispute tickets 11/01/2022 R assist with install new version (linux cmd) 11/01/2022 C investigate potential arbitration issue 11/01/2022 R respond to GH 6399 11/02/2022 R windows VM issue 11/02/2022 R respond to GH 6400 11/02/2022 R old account recovery 10/12/2022 team call 10/19/2022 team call 10/26/2022 team call 11/02/2022 team call
leo816 commented 1 year ago

Cycle 41

Manual payouts have increased again, I've had to do 5 manual payouts and have 10 open mediation cases. Besides that, this cycle I sent a couple logs from users to jmacxx, support on matrix has increased from last cycle and mediation tickets have done so as well.

w0000000t commented 1 year ago

Cycle 42 🤖

Autogenerated with Bisq support agent report script "Case" (C): support situation requiring 10+ minutes of assistance "Request" (R): support situation requiring from a single to a few replies "Ban" (B): Telegram s(p|c)ammers "Call": meeting call for support agents, or other

Summary

Stats collected since 2022-10-31

113 requests 7 cases 5 calls 45 TG bans

Most active: TGram wednesday 17-19 UTC

Details - 2022-10-31   - 1*MatrixR (update app from popup) - 2022-11-01   - 1*TGramB   - 1*MatrixR (failed trade taking and spv resync) - 2022-11-02   - 2*TGramB   - 3*TGramR (trade flow; payment stuck bug; install on macos)   - 1*WeeklyCall (support ~60') - 2022-11-03   - 3*MatrixR (updating from very old version; encryption in #General; mediator response time) - 2022-11-04   - 2*TGramB   - 3*MatrixR (spv resync; own node; restore from old bisq instance)   - 1*TGramR (offers disappearing)   - 1*ForumR (mobile apk) - 2022-11-05   - 4*TGramR (restrincting number of same offers made by same user (??); SPV resync ; buy xmr privately; fiat payments)   - 1*TGramB   - 1*MatrixR (wallet privacy) - 2022-11-06   - 4*TGramR (bisq 2; attachments in chat; payment methods; bisq.markets)   - 2*TGramB   - 1*MatrixR (overhead for offers) - 2022-11-07   - 3*TGramB   - 1*TGramR (own node)   - 2*MatrixR (Expected PENDING or IN_CONFLICT, was BUILDING; seller is being late) - 2022-11-08   - 1*TGramB   - 3*TGramR (trade time window ; "proposal"; own node)   - 6*MatrixR (withdrawal not confirming; opening dispute; xmr trade; mediation pros and cons; wise as sepa; trader chat upload in mediation)   - 1*MatrixC (monero subaddress) - 2022-11-09   - 1*TGramB   - 2*TGramR (paid advertisement proposal; install on mac) - 2022-11-10   - 3*MatrixR (linking trades to original utxo; mobile app; changing payment method and mediation)   - 1*RedditR (mobile app) - 2022-11-11   - 3*MatrixR (refresh bisq wallet privacy; trade pairs; escrow and late seller)   - 1*TGramB - 2022-11-12   - 3*TGramB   - 3*TGramR (taproot; security deposit tx not broadcasted; fee reimbursement) - 2022-11-13   - 3*TGramB   - 2*MatrixR (security deposit rundown; reset bitcoin node to default)   - 1*MatrixC (negative BSQ balance) - 2022-11-14   - 5*MatrixR (inactive bank account; trade safety; timeout during offer taking; offers get disabled; unbroadcasted deposit)   - 2*TGramB - 2022-11-15   - 1*TGramB   - 1*TGramR (get onion v3 address) - 2022-11-16   - 5*TGramR (seller scamming safety; Mac OS install notes; cash deposit; remote management; business proposal...)   - 1*MatrixC (failed trade)   - 2*MatrixR (WU delay in trade window; viacash)   - 1*TGramC (blackout during security deposit tx)   - 1*TGramB   - 1*WeeklyCall (support ~90') - 2022-11-17   - 2*TGramB   - 1*TGramR (unlock multisig with peers seeds)   - 6*MatrixR (offers disabled for invalid maker fee; deposited funds not found; delayed deposit confirmation and disputes; yellow status on whonix; dao sync wall of text; delay of first conf of deposit)   - 1*ForumR (cannot login with password) - 2022-11-18   - 5*TGramR (own node; multisig ; gnupg error ; install mempool ; newbie download)   - 1*TGramB   - 1*MatrixR (didn's receive filter object) - 2022-11-19   - 1*MatrixR (canceling trade) - 2022-11-20   - 3*TGramR (failed trade; MacOS install; Manjaro install) - 2022-11-21   - 2*TGramB   - 5*TGramR (signing bug ; bisq password; trade funding fee; importing accounts; failed withdraw) - 2022-11-22   - 1*TGramR (didn't receive filter object)   - 1*TGramB   - 3*MatrixR (bisq derivation path; import bisq wallet into other software; missing filter object) - 2022-11-23   - 1*TGramB   - 1*TGramR (wen bisq2)   - 1*ForumR (kleros, sponsored by EU commission)   - 1*WeeklyCall (support ~90')   - 1*MatrixR (different payment method outside of mediation) - 2022-11-24   - 2*TGramR (bisq2 repository; bisq improvements)   - 1*TGramB - 2022-11-25   - 2*TGramB   - 1*MatrixC (cannot withdraw funds after trade) - 2022-11-26   - 1*TGramB   - 2*TGramR (buy with cash; MacOS install) - 2022-11-27   - 1*TGramR (add payment method)   - 3*TGramB   - 2*MatrixR (buyer not paying; mediator response time)   - 1*MatrixC (ghost trade payout because of wallet corruption) - 2022-11-28   - 2*TGramB   - 1*TGramR (voting in DAO) - 2022-11-29   - 2*TGramB   - 2*TGramR (asking name of revolut buyer ; market>trades data )   - 1*MatrixR (SPV and own node) - 2022-11-30   - 3*TGramR (wen taproot ; India ; Tor )   - 2*WeeklyCall (support ~50'; growth ~50')   - 1*TGramB - 2022-12-01   - 1*TGramR ("marketing proposal") - 2022-12-02   - 2*TGramR (trading; restricting offers to signed peers)   - 2*MatrixR (mixing tor and vpn; cpfp on trade payout) - 2022-12-03   - 1*TGramR (restore default nodes on windows)   - 1*MatrixR (own node)   - 2*TGramB   - 1*TGramC (restore default nodes)
pazza83 commented 1 year ago

Cycle 42 Support

Support is going well.

No major issues. Meeting weekly for support calls to discuss any queries.

Since my last compensation request:

Also did a Bisq Contributor AMA

These are the support issues from users DMs in Keybase and Matrix and the date the issue was resolved or last actioned. 30.10.22 - Matrix: Trade window questions 01.11.22 - Matrix: Help with Bisq crashing / freezing 03.11.22 - Matrix: mediation questions 04.11.22 - Matrix: user worried about potential fraudulant payment 09.11.22 - Matrix: mediation questions 12.11.22 - Matrix: trading fee refund enquiry 14.11.22 - Matrix: user with offers going inactive 16.11.22 - Matrix: user with wallet not showing correct balance 16.11.22 - Matrix: Failed trade support 20.11.22 - Matrix: failed trade support 23.11.22 - Matrix: user with question about onion addressess 24.11.22 - Matrix: user with incorrect balance / corrupt wallet 25.11.22 - Matrix: corrupted wallet support 25.11.22 - Matrix: failed trade support 27.11.22 - Matrix: corrupted wallet support 28.11.22 - Matrix: Seed import support 28.11.22 - Matrix: Zelle issues 29.11.22 - Matrix: withdrawal issues 29.11.22 - Matrix: support to open mediation ticket 30.11.22 - Matrix: Issue with hard disk space not having space during trading 30.11.22 - Matrix: Mac issue not allowing install due to downgrading 30.11.22 - Matrix: stuck multisig fund support 30.11.22 - Matrix: chargeback / account closure support 03.12.22 - Matrix: Arbitration questions 03.12.22 - Matrix: User with trade where payment was cancelled by buyer
MwithM commented 1 year ago

Cycle 42

Support activity on ... ["keybase", "matrix", "forum", "telegram", "reddit", "github"]

Case (C): support situation requiring 10+ minutes of assistance Request (R): support situation requiring from a single to a few replies Example: 2022/01/01 2R [two requests] matrix; 1C keybase (user had problem X, suggested to do Y and Z, problem was solved)

Details

ghost commented 1 year ago

Cycle 42:

Second level support on matrix and github.

Details "Case" (C): support situation requiring 10+ minutes of assistance "Request" (R): support situation requiring from a single to a few replies 11/04/2022 respond to GH 6406 11/06/2022 R trade disappearance & possible reason 11/07/2022 R not being able to sign peers witness 11/08/2022 C monero subaddresses 11/04/2022 respond to GH 6408 11/09/2022 C negative BSQ verified UTXOs 11/09/2022 R price feed for USD incorrect 11/10/2022 R bisq does not show on the screen 11/11/2022 R wallet password could not be set 11/12/2022 R interac issue 11/14/2022 R angry user issue 11/15/2022 R font scaling question GH#6322 11/15/2022 R take offer issue GH#6414 11/20/2022 C assist user with Bisq on Whonix 11/23/2022 C network flooding issue (attachments sent in chat) 11/29/2022 C not enough BTC node connections issue (pazza) 11/29/2022 R dispute payout suggestion not expected % (old ticket) 11/30/2022 C check logs for lost trade (out of disk space) 12/03/2022 C check logs for lost DPT 12/05/2022 R check logs for cannot downgrade error 11/09/2022 team call 11/16/2022 team call 11/23/2022 team call 11/30/2022 team call
leo816 commented 1 year ago

Cycle 42

Manual payouts have decreased, I've had to do 3 manual payouts and have 6 open mediation cases.

Click to see report 01.11.22 - Matrix: Mediation questions 03.11.22 - Matrix: User complaining about transferwise payments 04.11.22 - Matrix: user worried about weird counterparty 05.11.22 - Matrix: Mediation questions 09.11.22 - Matrix: growth proposals 11.11.22 - Matrix: Bitcoin 2023 proposals 11.11.22 - Matrix: Mediation questions 12.11.22 - Matrix: Failed trade support 15.11.22 - Matrix: mediation questions 20.11.22 - Matrix: user with question about trade protocol 21.11.22 - Matrix: corrupt wallet 25.11.22 - Matrix: corrupted wallet support 25.11.22 - Matrix: failed trade support 27.11.22 - Matrix: corrupted wallet support 28.11.22 - Matrix: Seed import support 28.11.22 - Matrix: Zelle bank issues 29.11.22 - Matrix: support to open mediation ticket 30.11.22 - Matrix: Issue with hard disk space not having space during trading 30.11.22 - Matrix: Mac issue not allowing install due to downgrading 30.11.22 - Matrix: stuck multisig fund support 30.11.22 - Matrix: chargeback / account closure support
w0000000t commented 1 year ago

Cycle 43 🤖

Autogenerated with Bisq support agent report script "Case" (C): support situation requiring 10+ minutes of assistance "Request" (R): support situation requiring from a single to a few replies "Ban" (B): Telegram s(p|c)ammers "Call": meeting call for support agents, or other

Summary

Stats collected since 2022-12-04

111 requests 16 cases 15 TG bans

Most active: TGram thursday 17-19 UTC

Details - 2022-12-04   - 1*TGramB - 2022-12-05   - 1*TGramR (bsq) - 2022-12-07   - 3*TGramR (multiple Tor instances ; create new wallet; plus/minus sign on price deviation)   - 2*TGramB   - 6*MatrixR (load bisq wallet into electrum; security privacy and convenience; payment methods in getyourfirstbtc; running on arm; resend funds after spv resync; own node) - 2022-12-08   - 1*TGramR (edit offer)   - 2*MatrixR (payment methods; missing name in fasterpayments) - 2022-12-09   - 3*TGramR (sell KYC btc; macos + own node; trade failure)   - 2*MatrixR (trade large sums; best bank in us)   - 1*TGramC (disappeared trade) - 2022-12-10   - 5*TGramR (MacOS install; i2p; sock5 proxy; fund bisq wallet from coinbase; payment sent button bug)   - 1*MatrixR (withdrawal not in mempool) - 2022-12-11   - 4*TGramR (signing ; Brasil group; tradereceive address; payment started button bug)   - 2*TGramB - 2022-12-12   - 5*TGramR (Mac install; SPV resync ; own node; cannot take any offer; using Bisq trough VPN made offers not takeable)   - 1*TGramB   - 1*MatrixC (trade with failed payout tx) - 2022-12-13   - 2*MatrixR (trade history; own node)   - 1*MatrixC (fixing wallet balance)   - 1*ForumR (lost funds after restore) - 2022-12-14   - 1*TGramR (missing deposit tx) - 2022-12-15   - 1*MatrixR (buy btc)   - 2*TGramR (own node; zelle)   - 1*TGramC (recipient account "not valid")   - 1*MatrixC (user leaving bisq stating reasons)   - 1*ForumR (trade privacy)   - 1*TGramB - 2022-12-16   - 9*TGramR (false antivirus positives in exe; scammers; payment limits ; agreeing on custom payment reason; matrix client; open mediation; trade linking; trading privacy; load wallet into external software)   - 1*MatrixR (payment button stuck)   - 2*TGramB - 2022-12-17   - 1*TGramR (anonymity) - 2022-12-18   - 1*MatrixR (etransfer being held)   - 1*ForumR (missing funds on trezor) - 2022-12-19   - 1*TGramB   - 2*TGramR (bank inquiries; legality of selling btc)   - 1*TGramC (cannot sell BSQ, "not enough") - 2022-12-20   - 1*TGramR (price error) - 2022-12-21   - 2*MatrixR (btc needed for selling; seller got paid from account with diff iban and no name)   - 1*TGramR (mac install) - 2022-12-22   - 3*TGramR (get new data directory; eth trade; newbie wanting to sell)   - 2*TGramC (restore default nodes on mac; newbie trader )   - 1*MatrixR (system reqs) - 2022-12-23   - 1*TGramR (Tor is blocked) - 2022-12-24   - 2*TGramR (upgrade; own node)   - 1*TGramC (scammers)   - 2*MatrixR (manually run from linux; deposit tx not on mempool) - 2022-12-25   - 1*MatrixR (newbie Q's on Bisq) - 2022-12-26   - 2*TGramR (bisq2; reputation trading) - 2022-12-27   - 4*TGramR (mobile app; miner fee; bank blocked account; canceling trade)   - 1*TGramB   - 1*ForumR (two instances one wallet) - 2022-12-28   - 4*TGramR (tails; egift liquidity; canceling open offers; security deposit)   - 1*MatrixR (new trade limits) - 2022-12-29   - 2*MatrixC (trade hiccups after update; trade showing failure even if deposit OK)   - 1*MatrixR (running seednode)   - 1*TGramC (cannot install last version on windows)   - 2*TGramR (mac os install; trade frozen after app update) - 2022-12-30   - 1*TGramR (donate to Bisq ) - 2022-12-31   - 5*TGramR (payment reference; time sync; VPS reqs; mediator response time; headless install) - 2023-01-01   - 1*TGramB   - 5*TGramR (hidpi; own node; offers get disabled but utxo are okay; SPV resync doesn't work well; default executable locations )   - 1*MatrixR (cannot accept mediator proposal) - 2023-01-02   - 2*TGramR (offer taking issue; cannot take offer because of different DPT)   - 2*MatrixC (cannot send txs out; own node) - 2023-01-03   - 2*TGramB   - 4*MatrixR (late release; offers getting disabled even with valid maker fee; did not receive filter object; failed trades after open offers have been taken by peer)   - 1*MatrixC (recover funds from external wallet)   - 1*TGramR (mac install) - 2023-01-04   - 1*MatrixR (two deposit txs failed) - 2023-01-05   - 2*TGramR (exchange rate display; order of exchange rate numerals) - 2023-01-06   - 1*TGramR (mobile app)   - 1*MatrixC (requested lots of logs for bug troubleshooting)   - 1*TGramB   - 2*MatrixR (spv resync; mac install) - 2023-01-08   - 1*TGramR (SPV resync )
pazza83 commented 1 year ago

Cycle 43 Support

Support is pretty busy with the latest releases and moving to a new trade protocol resulting in an increased amount of failed trades.

My hours have been a little more irregular in the latter half of the cycle due to travelling.

Since my last compensation request:

These are the support issues from users DMs in Keybase and Matrix and the date the issue was resolved or last actioned. 05.12.22 - Matrix: Manual payout support 06.12.22 - Matrix: Bisq upgrade support 08.12.22 - Matrix: Mediation support 08.12.22 - Matrix: Mediation support 08.12.22 - Matrix: User unable to start Bisq 08.12.22 - Matrix: Manual payout support 10.12.22 - Matrix: False fee error questions 10.12.22 - Matrix: Fraudulent user report 10.12.22 - Matrix: Mediation follow up 10.12.22 - Matrix: User with Tor issues 11.12.22 - Matrix: USPMO questions 12.12.22 - Matrix: taker fee is invalid error message 12.12.22 - Matrix: user with Matrix issues 13.12.22 - Matrix: User wanting assitance to restore from seed 13.12.22 - Matrix: Missing mediation ticket support 16.12.22 - Matrix: New user questions 16.12.22 - Matrix: Unconfirmed deposit questions 16.12.22 - Matrix: Questions about unresponsive peer during mediation proposal phase 16.12.22 - Matrix: Concerns about a frauduent trader 17.12.22 - Matrix: Manual payout support 17.12.22 - Matrix: XMR trader questions about sending funds to arbitration 19.12.22 - Matrix: Manual payout support 20.12.22 - Matrix: Failed trade questions 20.12.22 - Matrix: New user questions 22.12.22 - Matrix: Account closure questions 26.12.22 - Matrix: User trading with no space on hard disk resulting in lost data 27.12.22 - Matrix: Failed trade support 27.12.22 - Matrix: User with out of sync wallet 28.12.22 - Matrix: Manual payout support 28.12.22 - Matrix: Mediation support and questions 29.12.22 - Matrix: Bank account frozen questions 01.01.23 - Matrix: Multiple failed trades due to bug 02.01.23 - Matrix: Multiple trades affected by bank closure support 02.01.23 - Matrix: Address reuse issue and manual payout support 02.01.23 - Matrix: User unable to take offers 02.01.23 - Matrix: User with questions about trade process 02.01.23 - Matrix: User with questions about Bisq 03.01.23 - Matrix: Failed trade logs 03.01.23 - Matrix: User unable to connect to Bisq 04.01.23 - Matrix: Offers unable to be edited questions 04.01.23 - Matrix: Question about flagged BTC in trades 05.01.23 - Matrix: Mediation questions 07.01.23 - Matrix: Failed trade support 07.01.23 - Matrix: Bisq community question 08.01.23 - Matrix: New fiat market making questions
MwithM commented 1 year ago

Cycle 43 support

I lost track of the regular report, so many days are missing.

Support activity on ... ["keybase", "matrix", "forum", "telegram", "reddit", "github"]

Case (C): support situation requiring 10+ minutes of assistance Request (R): support situation requiring from a single to a few replies Example: 2022/01/01 2R [two requests] matrix; 1C keybase (user had problem X, suggested to do Y and Z, problem was solved)

Details

leo816 commented 1 year ago

Cycle 43

Support is busy with the new trade protocol, resulting in an increased amount of failed trades. Manual payouts have decreased, I've had to do 2 manual payouts and have 12 open mediation cases.

Click to see report 06.12.22 - Tor issues support 06.12.22 - Usability and general trading rules inquiries 06.12.22 - Matrix: Mediation support regarding arbitration 07.12.22 - Fee reimbursements 08.12.22 - Matrix: Manual payout support 08.12.22 - Matrix: Mediation support 08.12.22 - Matrix: User unable to start Bisq due to Windows not opening the tab 08.12.22 - Matrix: Manual payout support 09.12.22 - Matrix: Failed trade support 10.12.22 - Matrix: Mediation support 10.12.22 - Matrix: Tor issues 11.12.22 - Matrix: Failed trade 12.12.22 - Matrix: button greyed out 13.12.22 - Matrix: Corrupted wallet 13.12.22 - Matrix: Missing mediation ticket support 16.12.22 - Matrix: New user questions 16.12.22 - Fee reimbursements 16.12.22 - Logs from failed trade 16.12.22 - Matrix: Contact with the refund agent about one of his cases 17.12.22 - Matrix: Manual payout support 17.12.22 - User showing interest in becoming part of the support team 19.12.22 - Matrix: Manual payout support 20.12.22 - Matrix: Failed trade questions 20.12.22 - Matrix: New user questions 22.12.22 - Matrix: Bank account closure questions 23.12.22 - Fee Reimbursements 24.12.22 - Matrix: User unable to start Bisq 25.12.22 - Matrix: Manual payout support 27.12.22 - Matrix: Failed trade support 27.12.22 - Matrix: User with out of sync wallet 28.12.22 - Matrix: Manual payout support 28.12.22 - Matrix: Mediation support and questions 29.12.22 - Matrix: Bank account blocked 01.01.23 - Matrix: Failed trades due to bug 02.01.23 - Matrix: Bank issues 02.01.23 - Matrix: Address reuse issue and manual payout support 02.01.23 - Matrix: User unable to take offers 02.01.23 - Matrix: Offers unable to be edited 02.01.23 - Matrix: User with questions about trade process 02.01.23 - Matrix: User with questions about Bisq 03.01.23 - Matrix: Failed trade logs 03.01.23 - Matrix: Connectivity issues 04.01.23 - Matrix: Question about flagged BTC in trades 05.01.23 - Matrix: Mediation support questions 07.01.23 - Matrix: Failed trade support 07.01.23 - Matrix: Bisq community question 08.01.23 - Matrix: Monero payment verification 09.01.23 - Matrix: Fee reimbursement questions
ghost commented 1 year ago

Cycle 43:

Second level support on matrix and github. Extra busy cycle due to the trade protocol update and unforseen issues. Due to the hectic nature of this cycle I did not manage an exhaustive log of all activities.

I intend to step down from this role at the end of next cycle, 44 will be my last report here. Want to devote time to other things and make space for new contributors on the support team.

leo816 commented 1 year ago

Cycle 44

Support is busy with the new trade protocol, resulting in an increased amount of failed trades. Manual payouts have decreased, I've had to do 2 manual payouts and have 12 open mediation cases.

Click to see report 10.01.23 - Matrix: Failed trade questions 10.01.23 - Matrix: Manual Payout with user that lost all data 10.01.23 - Matrix: Mediation support 11.01.23 - Fee reimbursements 11.01.23 - Matrix: Mediation support 12.01.23 - Matrix: Mediation support user made the payment with the wrong account 12.01.23 - Matrix: Windows not opening the tab 12.01.23 - Matrix: Button greyed out 12.01.23 - Matrix: Failed trade support 13.01.23 - Matrix: Mediation support 13.01.23 - Matrix: Tor issues 14.01.23 - Matrix: Failed trade 14.01.23 - Matrix: button greyed out 14.01.23 - Matrix: Corrupted wallet 15.01.23 - Matrix: Button greyed out 15.01.23 - Matrix: trading rules inquiries 16.01.23 - Matrix: Logs from failed trade 16.01.23 - Ticket: from failed trade 16.01.23 - Matrix: Contact with the refund agent about one of his cases 17.01.23 - Matrix: Manual payout support 17.01.23 - Monero user payment verification 17.01.23 - Matrix: Manual payout support 18.01.23 - Matrix: Failed trade questions 18.01.23 - Matrix: New user questions 18.01.23 - Matrix: Bank account policy dispute 19.01.23 - Fee Reimbursements 19.01.23 - Matrix: User unable to start Bisq 20.12.22 - Matrix: Manual payout support 21.12.22 - Matrix: Failed trade support 21.12.22 - Matrix: User with out of sync wallet 22.01.23 - Matrix: Manual payout support 22.01.23 - Matrix: Mediation support and questions 22.01.23 - Matrix: Bank account blocked 23.01.23 - Matrix: Failed trades due to bug 23.01.23 - Matrix: Bank issues 23.01.23 - Matrix: manual payout support 24.01.23 - Matrix: User unable to take offers 24.01.23 - Matrix: Offers unable to be edited 24.01.23 - Matrix: User with questions about trade process 24.01.23 - Matrix: User with questions about Bisq 25.01.23 - Matrix: Failed trade logs 25.01.23 - Matrix: Connectivity issues 26.01.23 - Matrix: Mediation ticket support 27.01.23 - Matrix: Mediation support questions 27.01.23 - Matrix: Failed trade support 27.01.23 - Matrix: Bisq community question 28.01.23 - Matrix: Monero payment verification 28.01.23 - Matrix: Fee reimbursement questions 29.01.23 - Matrix: Failed trade logs 29.01.23 - Matrix: Tor connection issues 30.01.23 - Matrix: User lost all data 31.01.23 - Matrix: Manual payout 31.01.23 - Matrix: Mediation questions 01.02.23 - Matrix: Wrong sender information 01.02.23 - Matrix: User unable to confirm 02.02.23 - Matrix: Failed trade 03.02.23 - Matrix: button greyed out 03.02.23 - Matrix: User unaware of how bisq's payout amounts work (deposit + principal) 04.02.23 - Matrix: Usability 04.02.23 - Matrix: Button greyed out 05.02.23 - Matrix: No payment information
pazza83 commented 1 year ago

Cycle 44 Support

Support has been a little quieter this month mainly due to new trade protocol issues being resolved.

Since my last compensation request:

These are the support issues from users DMs in Keybase and Matrix and the date the issue was resolved or last actioned. 09.01.23 - Matrix: questions about USDC 09.01.23 - Matrix: user not seeing utxo in send funds 09.01.23 - Matrix: error message user tha Bisq version is old and they cannot trade 09.01.23 - Matrix: mediation questions 10.01.23 - Matrix: Bank account questions 10.01.23 - Matrix: problems with USPMO 10.01.23 - Matrix: user with with issue with trade 10.01.23 - Matrix: missing trade from users UI 21.01.23 - Matrix: closed revolut account for user with multople in progress trades 22.01.23 - Matrix: SPV resync questions 22.01.23 - Matrix: unconfirmed trade after 25 hours error message 23.01.23 - Matrix: Mediation questions 23.01.23 - Matrix: restoring from backup issues 25.01.23 - Matrix: ACH questions 26.01.23 - Matrix: interac questions about email matching for btc buyer 27.01.23 - Matrix: Spam 27.01.23 - Matrix: User proving logs due to github request 28.01.23 - Matrix: User with unresponsive peer questions about arbitration 28.01.23 - Matrix: trade stuck in open trades despite being paid out 28.01.23 - Matrix: Mediation support for unresponsive peer 28.01.23 - Keybase: User sending logs that could not access Matrix 29.01.23 - Matrix: User with locked funds support 30.01.23 - Matrix: Zelle user concerns 30.01.23 - Matrix: user reaching out as unable to send me messaing in mediation UI 31.01.23 - Matrix: Manual payout 01.02.23 - Matrix: Growth questions 01.02.23 - Matrix: Support with dumping delayed payout files 01.02.23 - Matrix: user with locked funds 03.02.23 - Matrix: user the confirmed payment by mistake asking for advice 06.02.23 - Matrix: Growth questions 07.02.23 - Matrix: user with deleted data directory requiring manual payouts
w0000000t commented 1 year ago

Cycle 44 🤖

Autogenerated with Bisq support agent report script "Case" (C): support situation requiring 10+ minutes of assistance "Request" (R): support situation requiring from a single to a few replies "Ban" (B): Telegram s(p|c)ammers "Call": meeting call for support agents, or other

Summary

Stats collected since 2023-01-08

49 requests 5 cases 0 calls 17 TG bans

Most active: TGram wednesday 20-22 UTC

Details - 2023-01-08   - 1*TGramR (SPV resync ) - 2023-01-09   - 2*TGramR (withdraw failing at 1sat/vB; buy bsq)   - 1*TGramC (restore data into a new data directory) - 2023-01-10   - 1*TGramR (signed status) - 2023-01-11   - 4*MatrixR (btc node overload; reimbursement; recover funds after format; XMR subaddresses) - 2023-01-13   - 2*TGramR (ACH account details; own node) - 2023-01-14   - 2*TGramB - 2023-01-15   - 1*TGramB - 2023-01-16   - 2*TGramR (raspberry; deviation %) - 2023-01-18   - 4*MatrixR (account signing; seller cannot take user's offer; own node; yellow status light) - 2023-01-19   - 1*TGramR (unavailable gbp price) - 2023-01-20   - 3*MatrixR (inbound connections; logs request; invite to buybtc room) - 2023-01-21   - 1*TGramR (double payment with zelle )   - 1*MatrixR (failed trades issues) - 2023-01-22   - 1*MatrixR (1sat/vB withdraw bug)   - 1*TGramR ("xmr withdrawal") - 2023-01-23   - 3*TGramB   - 3*TGramR (own node; sepa chargeback; domain names)   - 1*TGramC (payout address reuse) - 2023-01-24   - 2*MatrixR (restore payment accounts to new instance; bisq wallet) - 2023-01-26   - 5*TGramB   - 1*TGramR (wise refusing payment, change method)   - 1*MatrixR (null deposit and missing funds) - 2023-01-27   - 1*TGramR (mempool miner fees)   - 1*TGramC (messed with backup and restore, no db folder!) - 2023-01-28   - 1*TGramR (own node) - 2023-01-29   - 2*TGramR (slow app download; limits in settings )   - 1*TGramB - 2023-01-31   - 3*TGramR (updating and missing funds; dao and spv resync; dispute process) - 2023-02-01   - 1*TGramB   - 2*TGramR (open wallet in external software; default external wallet) - 2023-02-02   - 1*TGramB   - 3*MatrixR (released btc before confirming whole fiat amount was paid; ghost funds in seed depending on the watching software; failing trade deposits) - 2023-02-03   - 1*TGramR (own node) - 2023-02-06   - 1*MatrixR (triangle scam prevention)   - 1*TGramR (taxation offtopic)   - 2*MatrixC (cannot click payment received, error with peer witness; protocol timeout at 120s and contracts not matching) - 2023-02-08   - 3*TGramB   - 3*TGramR (architecture; arch install; deposit from Fantom)
MwithM commented 1 year ago

Cycle 44

Support activity on ... ["keybase", "matrix", "forum", "telegram", "reddit", "github"]

Case (C): support situation requiring 10+ minutes of assistance Request (R): support situation requiring from a single to a few replies Example: 2022/01/01 2R [two requests] matrix; 1C keybase (user had problem X, suggested to do Y and Z, problem was solved)

Details

ghost commented 1 year ago

Cycle 44:

Second level support on matrix and github. Quite busy, but less hectic than last cycle. As mentioned previously, this is my last cycle on the support team.

Details 1/11/2023 team call 1/12/2023 checked logs supplied by leo816 - account witness missing cannot be signed 1/12/2023 checked logs supplied by leo816 - key for multisig missing (diff wallet restored?) 1/16/2023 checked logs supplied by leo816 - failed trade missing payment method 1/16/2023 Responded to GH ticket 6524 1/17/2023 Responded to GH ticket 6526 1/18/2023 team call 1/18/2023 checked logs supplied by pazza83 - logs spammed by bitcoinj 1/19/2023 Discussed issue of log spam with bitcoinj author. 1/19/2023 checked logs supplied by leo816 - another failed trade missing payment method -> created GH issue 6530 1/20/2023 checked logs supplied by leo816 - user could not accept mediation due to failed trade, manual payout needed 1/21/2023 checked logs supplied by pazza83 - ticket did not reach arbitrator due to connection lost 1/25/2023 team call 1/25/2023 checked logs supplied by leo816 - payout address had already been used therefor trade closed prematurely 1/25/2023 checked that DPT export process still works, and clarified which directory files written to 1/26/2023 assisted user in matrix chat hosted by leo816 1/26/2023 checked logs supplied by pazza83 - DPT mismatch. raised to boilingfrog 1/27/2023 checked logs supplied by pazza83 - user absent from mediation 2 months 1/27/2023 checked logs supplied by pazza83 - confusion about whether mediation result was accepted 1/28/2023 checked logs supplied by pazza83 - maker with 4 failed trades from same taker (taker DAO not synced) 1/29/2023 investigated DPT not broadcasting issue - lock time not reached 1/30/2023 Responded to GH ticket 6545 1/30/2023 Responded to GH ticket 6532 2/1/2023 team call 2/4/2023 Responded to GH ticket 6554 2/9/2023 Responded to GH ticket 6555
suddenwhipvapor commented 1 year ago

Cycle 45

spv resync for PENDING IN CONFLICT BUILDING open mediation for wrong account number make feature request on github get more incoming connections peer not responding to mediator suggestion payment button stuck get new wallet free market on bisq recover from dead pc zelle blocking payment cannot take offer for snapshot height problem spv resync own node apple m1 version failed trade and reserved funds xmr subaddresses xmr subaddresses edited wiki with fix to java heap space error helped used with strange reused address case in deposit tx getyourfirstbtc amount cannot pay with pix account signing

pazza83 commented 1 year ago

@suddenwhipvapor thanks for all the support work you have do since last cycle. Much appreciated :)

w0000000t commented 1 year ago

Cycle 45 🤖

Autogenerated with Bisq support agent report script "Case" (C): support situation requiring 10+ minutes of assistance "Request" (R): support situation requiring from a single to a few replies "Ban" (B): Telegram s(p|c)ammers "Call": meeting call for support agents, or other

Summary

Stats collected since 2023-02-09

60 requests 1 cases 10 TG bans

Most active: TGram sunday 14-16 UTC

Details - 2023-02-09   - 1*TGramR (install on raspberry) - 2023-02-10   - 1*ForumR (withdraw not confirming) - 2023-02-11   - 1*MatrixR ("proposal > code" implementation)   - 1*TGramB - 2023-02-12   - 1*TGramR (revolut) - 2023-02-13   - 2*TGramR (asking refund to DAO; mixer in app)   - 1*MatrixR (cannot connect to tor) - 2023-02-14   - 1*TGramB   - 3*TGramR (list new coins; CBM outside of euro zone; api usage for existing service) - 2023-02-15   - 1*MatrixC (address reuse bug managed with MnM)   - 1*TGramB   - 1*TGramR (name on bank account)   - 1*MatrixR (bisq not starting) - 2023-02-17   - 1*MatrixR (fraud prevention on seller side) - 2023-02-18   - 2*TGramR (filter traders by age; "business proposal") - 2023-02-19   - 5*TGramR (Chinese market; tips for banking behavior ; scammers; remove offer failed; miner fees) - 2023-02-21   - 1*TGramB - 2023-02-22   - 2*TGramR (cannot edit offer ; checking your own offers)   - 1*ForumR (raspberrypi)   - 1*TGramB - 2023-02-23   - 1*TGramB   - 2*TGramR (cannot connect to btc network; incorrect wallet balance) - 2023-02-24   - 2*MatrixR (spv resync; trading rules) - 2023-02-25   - 1*MatrixR (reach RA)   - 2*TGramB - 2023-02-26   - 1*TGramB   - 1*TGramR (bsq)   - 1*MatrixR (reputable seller in getyourfirstbtc) - 2023-02-27   - 4*TGramR (bsq chain; signing ; illegal usdt; funds stuck in reserved balance) - 2023-03-01   - 1*TGramR (headless install)   - 1*TGramB - 2023-03-02   - 1*TGramR (non existing signed accounts for N26 moneybeam)   - 1*MatrixR (unconfirmed deposit tx) - 2023-03-03   - 1*TGramR (signing an account with same name)   - 1*MatrixR (cannot connect past 3/4) - 2023-03-04   - 2*TGramR (contacting mediators; sepa instant issue and trade period)   - 3*MatrixR (own node; new protocol and arbitration; mismatching payment details after payment) - 2023-03-05   - 2*TGramR (access funds from old backup; hidpi)   - 3*MatrixR (vouching for seller in btc selling room; bisq protocol to trade anything; raise limits) - 2023-03-06   - 1*TGramR (cbm) - 2023-03-07   - 5*TGramR (bisq and firewalls; altcoin instant; using wise for faster payments; is bisq trusted; scams/frauds) - 2023-03-08   - 1*TGramR (user wishing for more revolut offers) - 2023-03-09   - 3*MatrixR (btc collateral; "tainted btc"; fiat tx rejected for fraud suspition)   - 1*TGramR (nullpointerexception)