Get support button not appearing in an open trade

only “the open trader chat” button appears. the trade period is halfway over – shouldn’t there always be a “get support” option?

It was kind of abused, so it was removed from plain sight. Before the end of trading period, you can open mediation through Ctrl+O but please don’t use it for general questions or complain that the other part is not responding. Use this key shortcut only when there’s a bug or a protocol violation (e.g. wrong payment details).
For minor inquiries there’s the support channel at keybase, this forum or telegram.

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