I should write this since really annoying and unprofessional. My XMR assets got stuck nearly 17 hours ago because of the app’s long-lasting bug while unshielding: First, a transfer is performed, then an error occurs, and finally unshielding fails. What’s the result? The balances of your both source and destination address are 0. You cannot access them. So where are the assets? They are in the temporary Incognito address accessible by a member of the core team. This bug exists in all bridges (maybe just in trustless bridges).
Previously, this situation was fixed quickly since there were Support members in nearly all timezones. Yesterday I noticed that all Support members are in Vietnam. Ok, I sent PM to Support and started to wait for someone to wake up and to push my transaction. Up to now, this didn’t realize and I’ve learned that just one member can fix the issue and he is in hospital. The result: Support said that I should wait for “at least” 18 hours more. Does the team think that this is normal and professional?
I’m here for more than 1,5 years. Two problems of Support couldn’t be solved “permanently and consistently”, and there still is no strong indication that they will be solved: 1- If the problem occurs after the business hours, you should wait for the next day (or Monday). I think the community tolerates this to some extent. I wish there was a better solution. 2- Second and the most important. There is a bottleneck at the employee who will solve the problem. Now, in my current situation, there is no other employee than just one employee and he is sick. (God bless him) If he dies, what will happen? Will my fund be lost?
When does the team consider solving these two problems?