Complaints

 

This page allows you to submit a complaint. A complaint is considered valid if the submitter specifies an adequate reproduction protocol for the problem encountered. If this problem is replicable by our technicians, the dedicated department will identify and solve the problem as soon as possible.

The resolution procedure goes through four well-defined stages:

Verification
The report is verified in real-time; the possible existence and reproducibility of the problem are certified.

Acceptance
If the problem is ascertained, the report is indicated as confirmed.

Processing
State during which the problem is processed. During this phase, the blockchain developers will take care of solving the problem. With a software intervention in the event of a system bug being detected or with a manual action, discrepancies relating to claims and documentation are evident.

Resolution
The technical department is responsible for releasing an update (usually a patch) that guarantees to eliminate the problem.