Paying fees for timeout errors

Hi everyone,

While using Bisq for the first time and trying to create a ‘new offer to sell BTC for EUR’ I got a timeout error that basically rounded down my available BTC balance to three decimal places.

I’m talking about 0.0001192 BTC that magically disappeared… I’m sure most people wouldn’t bother to complain about losing around 1 EUR, but for me this almost seems like a matter of principle.

I can’t open a dispute with cmd+o because I have no trade IDs in the portfolio, so my only option was to create a username with my email and log in to the Bisq (or should it be GitHub?) community.

This of course reduces my anonymity and defeats the whole purpose of supporting a platform such as Bisq. If want to be charged by random fees, lose my privacy and waste time dealing with customer support bureaucracy, I might as well use a regular bank account with fiat money.

Anyway, apparently the maker fee is now missing. How can I get the fee back? Do I need to post a screenshot, log, address? Should I wait to be contacted by someone who can evaluate my claim?

Furthermore, if I try to create a ‘new offer to sell BTC for EUR’, what’s the probability of this happening again? 1 in 10? 1 in 100? 1 in a 1000…?

Have you tried to restart the software? Do you see this offer you tried to create under Portfolio > Open trades?

Please create an issue on github.com/bisq-network/bisq/issues and share your debug.log file so devs can see what went wrong.
You can request a reimbursement for your fees following this template.

This of course reduces my anonymity and defeats the whole purpose of supporting a platform such as Bisq. If want to be charged by random fees, lose my privacy and waste time dealing with customer support bureaucracy, I might as well use a regular bank account with fiat money.

You can create a new email to deal with Bisq. You can also suggest and help Bisq migrate to new platforms of a more anonymous nature.

Furthermore, if I try to create a ‘new offer to sell BTC for EUR’, what’s the probability of this happening again? 1 in 10? 1 in 100? 1 in a 1000…?

It’s hard to know without knowing the issue.

Hi huey,

Thanks for your reply. I’ve restarted the software and I have no history nor pending/open trades in ‘Portfolio’. The balance is still incorrect.
Regarding privacy issues, and since that’s one of Bisqs’ selling points, I’m just disappointed that no one thought about this before. I mean, every time a user has a problem similar to mine, he has to do the following procedure:
1-Create a new email
2-Create a new username on bisq.community
3-Create a post on bisq.community/c/support
4-Create a new username on github
5-Create a post on github.com/bisq-network/bisq/issues sharing a debug.log publicly (once again reducing or maybe even compromising his privacy, unless he has the time and knowledge to analyse what’s in it and delete any personal or identifiable information)
6-Create a post on github.com/bisq-network/bisq/issues where he requests a reimbursement using a template
The word ‘cumbersome’ comes to mind… to the point that this almost seems like a built-in feature, made so that people just give up complaining about their 1 Eur loss in fees.
I just fail to understand the logic behind Bisq collecting its fees before a transaction is confirmed, and by describing this problem I think I am in fact contributing to the improvement of the platform.

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Bisq collects the trading fee on the moment of making/taking offers to combat a myriad of risks. Although it isn’t perfect, I consider it the correct way to move forward.

Regarding support and reporting issues/bugs. I agree that currently the infrastructure is too disperse and that Arbitrators/Mediators/Support Staff should be reachable in on single place. There are talks to move to Keybase, so maybe that’s the place to go. I do like the transparency of Github’s issues but also understand the privacy concerns.

Most issues can be handled within the app, but sometimes we will always need to step outside and there we can’t protect people’s privacy for them. They need to be able to protect their privacy themselves if they want to report a bug outside of the app.

It isn’t a matter of somebody forgeting about this, this is just the only way. If the app experiences an error and can’t report an issue on it’s own, you can either igonore it or report it outside of the app.

We could remove email requirement from the forum or make a submission form on a website, but that would open us up to spam attacks. We could add captchas and stuff, but then you have the same issue of requiring extra work from users to submit an error.

There isn’t a perfect solution, bugs happen either way. We can help improve the software to fix these bugs, make forms easier to fill, but at the end of the day bugs always happen no matter what software you use.

My opinion (from a user point of view) is the following:

All transactions (and by this I mean anything that changes your account balance) should have a built-in option that allows it to be handled/disputed/reported within the app.

There’s a clear difference between a bug/error that makes your Bisq experience less user-friendly and a bug/error that has a real impact on your account balance.

At the end of the day bugs always happen no matter what software you use, but I’m sure you would agree that some bugs/errors are critical and thus urgent to solve (those who have an impact on your account balance) while others are just nuisances that can be corrected whenever possible.

Critical bugs/errors affect users’ confidence in the platform and should have a built-in reporting mechanism (whether by the app reporting the issue on its own or by allowing users to report issues within the app), while the vast majority of other bugs/errors and improvement suggestions can be treated differently (eventually outside the app) without raising any issues in terms of user privacy.

In my case I posted my problem on github (#3418) and after 12 days I still have zero feedback.

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