Briefly describe your issue:
I have Brave installed on 2 computers: Linux and Windows 10. For October, my ad revenue on each instance was over 5BAT (I had over 500 ad views on each computer) which meant a payout of over 10BAT. However, I received a payout for only one computer (I do not know which because I did not keep track of actual amount/computer and the Uphold account does not show specific paymentID). After a number of back and forths with support over the missing BAT, Brave support attempted to make the claim that what I had received was accurate and did represent the total combined for the two browsers in the single payout. When confronted with how it was supposed to work as well as the way it worked previously - a real combined amount - Brave support finally credited me the missing BAT, but only after I stated I would make this incident public.
I had attempted to use Brave as my default browser as well as participate in the Rewards program as an added benefit, but the experience has been less than beneficial and the support rather ignorant and dishonest. It would have been one thing if support identified the mistake and corrected the situation, however they attempted to deflect and claim it simply came down to āUI experienceā in Brave that will be improved. Support further attempted to claim it was a discrepancy of the āestimated value.ā This is not the way you build support with a platform and a community, especially if there is any form of payment involved.
Based upon my experience of this morning, I will no longer be using Brave would not recommend it to others.
I would caution Brave users to verify (take a screenshot before end of month, etc.) each browser instance you use to verify your rewards payout is accurate, as Brave does not seem trustworthy in their actions.
What Operating System and Brave version are you using? (Menu --> Help --> About Brave)
Windows 10 and Linux, version 1.73.89
Who is your verified custodian or self-custody? (Uphold/Gemini/bitFlyer/Solana)
Uphold
Are you in a supported region? (see here for list of supported regions)
Yes
Hi, the exact same thing just happened to me! i have the same problem! i only received the payment from my computer but from my android cell phone where i also accumulate bats i did not receive anything! and both devices i made 3 and 3 bats which would be a total of 6 bats! what is happening? right now i will go to support to solve thisā¦ i just leave this as a background that i am also a victim of this strange event, it is the first time that happens to me i am a user of brave since the pandemic!
@lianwuu20 if you havenāt done so already, make sure you create a Rewards Support Ticket at https://support.brave.com/hc/en-us/requests/new?ticket_form_id=360001302431. I know theyāll be looking into things. As this was a month with a delayed payout and now some are saying they are having issues, do be aware that it may take longer than usual for them to handle tickets. Especially when you consider Thanksgiving is right around the corner. So patience may be vital.
One thing to note, my complaint was not of a ādelayā in payout: that happens and is understandable. My complaint was the way support handled it: through dishonesty and confusion. It is not how you build trust nor āsupportā for your users.
Hey @Chuckles, thanks for taking the time to create an account and submit a post.
Weāre taking your feedback seriously. Iāve reviewed your ticket, and can see the source of why this was a frustrating exchange. Weāre reviewing as a team internally to better understand the cause of the discrepancy, and how we can prevent the same type of confusion going forward.
Our primary goal as a Support team is to build trust with our users, and Iām sorry that we fell short in this instance. I can see that weāve manually reconciled the payout amount received for this month. If thereās anything else that I can do to build back a degree of that trust, please let me know.
@lianwuu20 if you havenāt already, please submit a ticket using the link that @Saoiray provided above, and we can review your individual case more closely.
Hey @steeven , thank you for your reply. The issue, as I stated, was trust overall. While I had Brave installed for several years, I did not use it very much until the last several months when I decided to give it a better try, and, again, the rewards seemed like an extra thing to make it worth an extended trial.
As you have access to my support ticket and emails (I have no issue with sharing them here for you or anyone else that would be interested) you can see how the exchange went and how the āsupportā was handled. To be blunt, dishonesty and deflection is no way to build trust or to support your users, especially users who are willing to accept a mistake happened and to move on if dealt in good faith. That was not what happened. It was not about the BAT - it is a small amount anyway and wasnāt the point of interacting with Support.
I, unfortunately, will not be using Brave again (with the exception of this topic) nor will I be recommending others do so. Strictly speaking, in a crowded market of Browser options, you characterize yourself but what is ābehindā your product. And what was made clear in this support exchange, was how marketing does not equate to real world experiences.
Thank you @Chuckles, I completely understand your frustration and respect your need to move on. As a team weāre constantly looking to learn and grow, and this will be an unfortunate growing experience for us.
If you decide to come back down the road, and ever run into an issue, feel free to reach out directly.
Thank you @steeven , as I stated, it is a trust issue and not a tech issue, which could and should have been handled honestly and sincerely.
One comment I would make in general, is that while your public reaching out is appreciated, what would have been more appreciated is a private reach out. The public display in this topic demonstrates a willingness to let the community know your thoughts, it however does not add to the sincerity I would have felt if you tried to reach out directly to apologize and āownā the incident and how it was handled. Again, the email exchange with support was clear, as was what was attempted to be claimed by support to brush my incident away, so I do believe more work is required to demonstrate Braveās heart and soul in what they commit to as an organization, and what they intend to offer and mean to the wider community.
No problem @lianwuu20 . One comment, Brave have unlisted this topic: yes, they did it without notification (thank you @steeven ) or explanation, but the intent is clear by their actions. So, no one else is going to see this, but I would recommend commenting elsewhere if you are still having problems.
Hi @Chuckles, thatās a fair point. Your submitted post was a public comment, and it felt most appropriate to reply to you directly where you reached out.
Postās related to individual payout tickets are often unlisted to preserve the privacy on the individualās specific payout information. It seemās like thatās not a concern based on your comment, and Iāve gone ahead and re-listed.
@lianwuu20 thank you. Can you share your ticket number?
As a note, once @lianwuu20ās issue is resolved directly the ticket will be closed.