Tips for posting and getting assistance
Try to search Community for similar topics first. You can do that by clicking on the search glass on the top of the page and typing in key phrases.
You can also choose Advanced Filters to narrow results
OR sort results in different ways.
Regardless of what search methods you’ll use, you will find that many (if not most) questions have been asked and answered before.
Make sure you’re creating topics in the right places and providing as much detail as possible. For example:
From the screenshot above:
#1 Should be a short and clear description of your issue
#2 is where you will select a proper category. Placing something with no category will make your topic less likely to be seen. Also, being as specific as you can, such as placing in
Rewards Support instead of just
Brave Rewards can make a bigger difference than you might think.
#3 this is an area where many people fail. When you choose a category, a template is created. The first part is for you to read, but the second part is a list of questions that needs answered. You should always answer those. Beyond that, make sure to provide as many details as you can. It will be hard to help if you’re not sharing detailed information, especially if not informing about things like which version of Brave you’re using or your Operating System.
#4 Many categories require this additional tag. This just helps to sort things better. Obviously, don’t put
Desktop if you’re on
Mobile and all. Again, the more you can help to provide details and narrow things down, the better chance you have in someone being able to assist you.
If you have created a Support Ticket, share the ticket number in your topic. This way if anyone from Support sees your topic, they might be able to check in on it. If this information is not provided, then you’re only going to experience further delays as they have to contact you to ask for information.
Support doesn’t work on the weekends. You’ll have less of a chance of getting an official response if you create topics then. You’re often best to be active here on the weekdays when they are also on and active.
When responding to someone, it’s helpful to tag them by putting @ in front of their name, such as @saoiray. Not only does this help to clarify who you are writing, but this also makes sure notifications are generated and lets the person know you’ve tagged them. Whether it be Brave Support, Community Ninja, or others…it’s easy to lose track of topics where we had been helping people. So having this tag often will generate a notification.
If a long period of time has gone by and there’s no more replies, it can be assumed that the issue has been resolved. This is especially true if the topic has automatically closed. It is incredibly helpful if you make sure to comment/post on your topic at least once a week if you haven’t received help yet. This bumps it back up towards the top for people to see, but also makes sure it’s staying active.
Remember that Brave staff handles hundreds, if not thousands, of issues each day. Just because you haven’t gotten a response does not mean they are ignoring you or don’t care about your situation. It can take time for them to get to you and even longer to research problems. They are only human and do their best. Yet this is also why it’s important for all the prior tips, especially the idea of providing as much information as you can on your issue. When this happens, they often will be able to resolve your issue once they get to you. But if you’ve not provided details or attempted troubleshooting steps, then that’s just going to delay things more and add a chance of your issue being “lost” amongst all of the others seeking help.