A lot of questions and comments have been posted about Grams lately so I am posting this to clear up a few things and help our users rest easier.
Support and scams
A few people have said our support has been lacking recently. The reason for this is because of the Agora mess. Agora sent all of its transactions 48 hours later then when users made the withdraw request. This caused all the helix addresses to expire before being credited. With around 50 - 100 messages per day, each day the past week, we have been very busy making sure all the late arriving bitcoins have been getting to their rightful owners.
edit: Another reason we have not gotten back to some people is that sigaint outgoing mail server is not working and we are waiting for that to come back up to get response emails out.
A few people have said we have just been telling people they got scammed and there is nothing we can do. This is not the case! There are a lot of scam helix sites out there and some users are getting scam , but it is a very small percent. Let me explain our process for checking this. When a user messages support saying they are missing bitcoins, we first ask what address(helix address) they were sent to. We then check our incoming bitcoin wallet and see if that address has received any bitcoins. If not then we check to to see if we own that address. If not then we know the user has been scammed and we ask what was the url they used. 99% of the time they tell us a scam URL and then we tell them they have been scammed and say we are sorry for their loss. In the past week since the Agora mess we have been skipping the question of asking which url they used because we know that if we don't own the address they obviously got scammed. We needed to save time since we are trying to get all the expired address bitcoins we do have to the correct people.
Process to claim your missing bitcoins
If you believe your bitcoins were sent to an expired address and you never got credit for them please follow this process to get them back to you as fast as possible.
1) Make sure the bitcoins were actually sent from what ever service you sent them from !!!
Use blockchain.info to verify that your bitcoins were sent to the helix/reload address. This is very important because we can't do anything for you if we didn't receive the coins yet. If you do message us before we received the coins we will just tell you to message us again once they come in.
2) Send a message to support with with all of the following items
- The helix address you sent the coins to
- The approximate date they were sent
- The bitcoin address or grams user account you want the found coins to be credited to
The last one is very important because if we find your coins it can take an extra 24 hours waiting for you to tell use where to send them before you get them. If we already know where to send them we can find them and send them right away. You may even get your bitcoins before we have time to message you back.
3) (after we get your message) We will check every thing.
We will first check that it is a grams address and it received bitcoins. Then we check to make sure we didn't already credit them correctly the first time. Next we check to make sure it hasn't been 7 days since the transaction. ( All our records are deleted after 7 days so there is no way of knowing if it was credited correctly if the transaction is older than 7 days.)
4) We send you your coins
If everything checks out then we will send you your coins. If you requested them sent to a bitcoins address we create a new helix light and send the original amount incoming to that helix light and send you the helix light tracking url.
If you requested your Grams account be credited then we send the original incoming amount to your reload address on your account. If your account doesn't currently have a reload address we create one for you and then send them.
I hope this answers some questions about our process and the fastest way to get your expired address coins back. For the users getting scammed...
All I can say is make sure you check the url before sending any bitcoins. You can always find the correct grams url from the market list or /r/grams or gramsflow[dot]com
Vendor reviews and linking profiles.
We have had a lot of vendors messaging us about their review not getting updated or being correct and also their grams profile not showing up or linking correctly to their vendor accounts.
I just want to tell you I hear your concerns. I don't like the system I made. The review scraper is spotty and the vendor profile linking algorithm is not what it should be. This whole time I have been trying to patch it and make it better. I decided last week to remake the whole system and start from scratch. ( Don't worry I will be keeping all the data, you will not lose reviews). I was going to design and implement a brand new system this week, but that was before the Agora thing. I will try to get it done next week. For now please just hold tight and let me work on it before sending me more message complaining about it.
I thank you for your patience.
-GramsAdmin
Love you gramsadmin guy! Saved my arse before when I had a wallet fuck up and coins were sent into the abyss. True champion;)