PSA: Current FAQ

[Saoiray]

Why can’t we link to Binance or some other exchange?

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I’ll quote Brendan Eich, CEO of Brave on this one:

The process in having a business relationship with exchanges is more difficult than Users may realize. There are a lot of fees and other arrangements that need to be set up to happen.
That said, we are in talks with multiple and hoping to reach new deals to expand offerings. In fact, we can’t give details, but we have a major deal we’re hoping to reach soon that would make Users very happy. We are also always reaching out and trying to do business with other companies, but it takes time.

If you’d like to see Binance or any other exchange that’s not currently offered by Brave, then I’d encourage you to reach out to that exchange and share that you would like to see them do business with Brave. If you and others can create enough of a demand, I’m sure they’ll make arrangements and make it happen.

In addition, Brave has openly announced they are in the middle of adding a new exchange partner. However, no details can be given at this time as the contracts aren’t at completion and they don’t want to mislead us either way on when it’s coming or who it is. All they can tell us is to stay tuned and good news should be coming. For example:

[Saoiray]

Why do profiles get flagged?

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Profiles get flagged based on what the system sees as activity that violates the Terms and/or is an attempt at fraud. If you have been flagged, you’ll likely want to know what caused you to be flagged. Unfortunately, Brave’s policy is that they won’t reveal what activity resulted in an account being flagged.

Obviously this makes this challenging to figure things out if you did something accidentally, but it’s been done because people who were doing wrong just used the information to try to better avoid detection in the future. It’s a tough balance.

Ideally, I’d like to give a big list of potential issues. However, little to nothing has been confirmed by Brave and I want to avoid any speculation. We can provide random lists, but without confirmation it’s all theories.

What I CAN tell you is that you’ll often hear people mention VPN as one of the things causing people to be flagged. What has been confirmed is that just using a VPN is not enough to get you flagged. However, it is a contributing factor along with other activity to abuse Rewards or defraud advertisers.

The simple and concise way of thinking about it though is that the system essentially uses a logic puzzle. It bases everything on casual use by the “average” person. If your use seems far out of the ordinary, especially in a way that might be at a disadvantage to Brave or advertisers, you’ll likely see the account flagged.

[Saoiray]

Why is KYC/AML required?

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Short answer is because it’s required by governments and it’s dangerous not to comply.

There was someone who asked for references to the laws or at least for information to show where it’s required. Below is an answer I gave them, which I hope might serve as a starting point for anyone interested. It’s not a perfect answer but it should help provide a lot of information and get you on a starting point to research on your own, if you really care to know.

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United States:

Part of it is buried in https://www.fincen.gov/resources/statutes-regulations/usa-patriot-act

Another portion which might help you is https://www.innreg.com/blog/fincen-cryptocurrency-regulation-foundations-four-key-msb

European Union

Then you have https://www.mobbeel.com/en/blog/kyc-mandatory-2024-wallets-exchanges-cryptocurrencies/

https://www.protocol.com/fintech/eu-crypto-kyc

https://decrypt.co/104110/eu-crypto-anti-money-laundering-rules-private-wallets

World Economic Forum

https://www.weforum.org/agenda/2022/09/why-crypto-businesses-need-anti-money-laundering-regulations/ interesting.

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There’s a lot of variations and you have to dig deep to find all the specifics. But most push it under the idea of combating terrorism, making claims that cryptocurrency is used for money laundering and funding of crimes. Therefore things continuously are getting stricter on enforcement and they are constantly trying to regulate cryptocurrency in general. Governments are even starting to look at DeFi, such as you can read about at

• https://cointelegraph.com/news/defi-regulations-where-us-regulators-should-draw-the-line
• https://www.coindesk.com/policy/2022/10/21/defis-severe-threat-needs-new-kind-of-regulation-eu-commission-told/
• https://forkast.news/defi-regulation-not-matter-if-but-when/

It’s kind of crazy all the things going on. But yes, nationally and internationally there’s a lot of specific mandates. One might be able to go through the swamp and make arguments that things like BAT payouts could fit outside of some of those areas.

The thing is, the penalty for not complying can be imprisonment, fines, etc. For example:

https://www.justice.gov/usao-sdny/pr/high-ranking-employee-cryptocurrency-exchange-pleads-guilty-bank-secrecy-act-violations

https://www.cftc.gov/PressRoom/PressReleases/8412-21

So question is, would you really want to risk it if it were you? Governments are big on mandating these things. Even India now is trying to require all VPN and crypto exchanges to do something like KYC and to hold all records for 5 years. This is why it’s required and why Brave has decided to use custodial partners that are properly licensed and following regulations.

[Saoiray]

What are the best settings for Shields?

This is a difficult one to answer as it depends on your preferences. The default settings will block a lot but isn’t as solid as it could be. This is because it goes by moderate settings to avoid possibly breaking websites.

However, as time has gone by, it seems like it’s better to activate special filters and to increase the settings. The overall recommendation is:

Go to Content Filtering, which is in Settings → Brave Shields → Content Filtering and then activate. (Or on Android you have to type in brave://adblock):

• Fanboy Annoyances List
• uBlock Annoyances List

On Global Settings at Settings → Shields you’ll want to something like:

-Desktop & Android-

• Auto-redirect AMP pages: On

• Auto-redirect tracking URLs On

• Prevent sites from fingerprinting me based on my language preferences On

• Trackers & ads blocking: - Aggressive

• Block Scripts - Off

• Block Fingerprinting - Standard

• Block Cookies - Only cross-site

-iOS-

• Block Cross-SiteTrackers - On

• Upgrade Connections to HTTPS - On

• Auto-Redirect AMP Pages On

• Auto-Redirect Tracking URLs On

• Block Scripts - Off

• Block all cookies - Off

• Block fingerprinting - On

• Block Cookie Consent Notices - On

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Keep in mind you have a higher chance of breaking sites or experiencing issues with the more filters under Content Filtering you have active. So I wouldn’t go crazy with it and you usually can have little to no issues just using Fanboy Annoyances and uBlock Annoyances on your device. Though you may need to activate a region specific one if you’re outside of the USA and still seeing ads on content designed for your region.

[Saoiray]

How come I’m still seeing ads?

There’s a few possibilities. Overall Shields should stop ads and you’ll have little to no problems. However, it’s important to remember that advertisers are paying people to try to bypass ads, just as staff here is always improving filters to prevent ads from showing. This means every once in a while, something might work temporarily.

So what should you do if you see ads? There are two primary steps:

-Step 1: Troubleshooting:

• The first thing to check is that you’re using the most recent version of Brave.

• Second thing is to check your Shield settings. If you make them stricter, does it help?

• Next,(Desktop and Android only), Go to brave://components and make sure to Check for update on everything there.

• When the above doesn’t work, the next step is to try opening the page in a Private Window (available on all devices). If ads don’t show here, then it suggests it’s likely an extension or a bad cookie. So disabling/removing extensions and/or clearing cookies would be a good place to start.

• (Desktop only). Create a new profile and test the site just once more. This again is testing for extensions but it goes one step further to also see if it’s something in your settings. If you see no ads on your new profile but see it on the old, it suggests it’s a setting, cookie, or extension. So then it’s just messing with things until you discover the culprit

-Step 2: Reporting:

If ads on websites still persist after basic troubleshooting steps, then you’ll want to create a topic here under Ad-Blocking, which is #support-and-troubleshooting:ad-blocking

When you create your topic, make sure to provide the following info:

• Which version of Brave you’re using.

• Which OS and OS version (such as Windows 11, Android 12, etc)

• The exact website you’re having issues with (provide URL)

• Screenshot of the ad, if possible.

• Which troubleshooting steps you’ve tried and the results.

From there, Fanboynz and the rest of the Brave team will typically investigate and make any changes possible to filters so that the ad will be blocked again in the future.

[Saoiray]

Will Shields still work after Manifest V3?

Yes, they will! Brave has long been prepared for this and has their ad-blocking built into the browser through Rust. As a result, Manifest V3 will have absolutely no effect on Brave.

To better quote from what has been said by Brave directly about whether Manifest V3 would break Shields:

This Manifest V3 been delayed for a couple years. They first announced it in 2019 and our team put together a rewrite of our adblocking engine with Rust and then put it into the core for the browser for the network request. So we’re not coming in on the same API that’s affected by Manifest V3. Brendan has also talked about possibly providing support for other adblocking extensions too, but that will be disclosed at a later date. When this rolls out, most likely you’ll see a softer experience on blockers that aren’t on Brave, but Brave will still have the blocking you expect.

[Saoiray]

How do I become a Creator?

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You’ll need to go to https://creators.brave.com/ and create an account. Then provide all the information requested. Things like links to your content and much more will be required. Also make sure you thoroughly read all the Terms at https://basicattentiontoken.org/publisher-terms-of-service/

[Saoiray]

Creators Suspensions

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If you have received a suspension notice for your Creators account, the only way you can get assistance is to write an email to suspensions@brave.com. Creators suspensions ARE NOT handled here on Brave Community or via a support ticket. The emails are your only option.

Typically they go through Creators suspensions emails once a month and try to make decisions. How long you’ll have to wait will often depend on your luck and the timing of when they are going through it.

When you do write your email to suspensions@brave.com, do be sure to answer the questions below:

1. How did you solicit tips/referrals/etc.?
2. Do you believe you may have done something to trigger our security checks? If so, please explain in detail.

[Saoiray]

How to get support for Creator issues other than suspensions?

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Any issues with Creators such as payment related issues, not showing as `Verified, adding extra channels, or anything other than suspensions typically will be best handled by creating a Creators Support Ticket at https://support.brave.com/hc/en-us/requests/new?ticket_form_id=10061687185549

You can also create a topic here on Brave Community, over at #brave-rewards:creators, though chances are they’ll refer you to create a support ticket as they’ll need information that ideally shouldn’t be made public, such as the email associated with your account in order to better assist you.

[Saoiray]

How to backup on Desktop

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The official response for doing backups of your data to keep it safe or move it to another device will be below. Then underneath that, you’ll see other options.

NOTE: The best way you can backup your Rewards BAT is to have it connected to Gemini or Uphold. Until vBAT is removed, Unverified Users can use Option 2 Backup to backup and restore their BAT. This will eventually be going away around April 2023, at which point only way will be to make sure you’re Verified by connecting with a custodial partner.

OFFICIAL METHODS

OPTION 1 Backup Method (minimal)

1. Go to brave://settings/passwords and Export Passwords.
2. Go to brave://bookmarks/ and Export Bookmarks.
3. If using Brave Wallet and you don’t have your phrase saved, go to brave://wallet/crypto/backup-wallet and you can get it.

Option 1 Restore Method

1. Go to brave://settings/passwords and Import Passwords.
2. Go to brave://bookmarks/ and Import Bookmarks.
3. Click on Brave Wallet, click Restore, enter your phrase and create a password.

This will keep your vital information. However, it doesn’t keep any of your settings, extensions, favorites, etc. But it’s the only “official” way they have shared.

OPTION 2 Backup Method (complete, including vBAT)

This is everything from Option 1 except includes a workaround on getting all of the other data. Brave staff has shared this, but yet it’s still not considered an official method.

1. Go to brave://settings/passwords and Export Passwords.
2. Go to brave://version and look for Profile Path and take note of it’s location
   • For example, it might be C:\Users\user\AppData\Local\BraveSoftware\Brave-Browser\User Data\Default
3. From your OS, do a backup (copy/paste) of your entire \brave-browser folder
4. If using Brave Wallet and you don’t have your phrase saved, go to brave://wallet/crypto/backup-wallet and you can get it.

At this point, all of your information will be backed up. Overall it should work with no issues but the \brave-browser information could potentially have issues if the browser version lags behind the current too much.

Option 2 Restore Method

1. Install Brave and then replace the \brave-browser folder with the one you saved prior.
2. Go to brave://settings/passwords and Import Passwords, choosing the file you exported earlier.
3. Click on Brave Wallet, click Restore, enter your phrase and create a password. (if needing to restore your Wallet)

This should restore everything on your browser just as you had it at the time of the backup. Keep in mind that if the backup folder is from a much older version, there could be issues. Otherwise this should give you all your extensions, settings, bookmarks, passwords, history, etc.

Unofficial (Short-term) Method:

Before I share the method, let me give this warning. It is important to realize is that officially, Brave does not support sync as a form of backup. To put it in the exact words of the developers:

Warning: Brave does not officially support using the Sync code as a backup and you should not rely on this continuing to work in to the future. Use the export functionality in bookmarks and the password manager instead.

Backup Method:

1. Go to brave://settings/braveSync/setup (settings → sync) and either create a sync chain if you don’t already have one. Then make sure to write down the phrase.
   • -NOTE- This phrase changes daily. So don’t rely on this as a permanent method.
2. If using Brave Wallet and you don’t have your phrase saved, go to brave://wallet/crypto/backup-wallet and you can get it.

Restore Method:

1. Go to brave://settings/braveSync/setup (settings → sync) and choose I have a Sync Code and then enter the code you previously saved.
   • -NOTE- If this code is older than a day it will no longer be valid. Hence why this isn’t a recommended option.
2. Click on Brave Wallet, click Restore, enter your phrase and create a password. (if needing to restore your Wallet)

-NOTE-

I just want to emphasize again that the sync codes change daily. So if you try to keep it as a backup, you risk losing info. It is always good to manually Export and Import passwords and bookmarks if you want to make sure these stay safe.

[Saoiray]

How to backup on Mobile

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Sadly there is no official way to do a backup of your data on Android or iOS. The only way to do a backup of your BAT is to have it connected to Uphold or Gemini.

iOS

You can go Hamburger Menu → Bookmarks to then Export Bookmarks or Import Bookmarks but that’s the only thing you can import/export or have as a backup. All other information needs to be done using Sync.

Android

Has an option in Settings → Passwords to Export Passwords but there’s not an option to Import Passwords. Therefore, only way to do anything is via Sync.

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The Mobile Product Manager recently spoke that they were working on developing further options. Until then, the ONLY real form of backup for Mobile is Brave Sync. However, that’s not officially supported and the sync phrase changes daily. This means it’s not a long term or reliable form of backup.

To set up sync, go to Settings → Sync and then Start a new Sync Chain if you don’t have one yet. Then make sure you choose to sync everything and write down the code.

To then have all the data moved to new or formatted device, you’d then go to Settings → Sync and then I have a Sync Code where you’d put in the code you had just written down.

–NOTE–

I just want to emphasize again that the Sync Code changes daily. Also, as the developers have said:

Warning: Brave does not officially support using the Sync code as a backup and you should not rely on this continuing to work in to the future.

It should be fine as long as you have other devices on the sync chain or if you can set everything up and transfer right away. But unfortunately there’s no satisfactory way to do a backup of Mobile data at this time.

[Saoiray]

Sync is not a backup

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This is important enough to make its own little FAQ topic. Let me quote one of the developers:

Warning: Brave does not officially support using the Sync code as a backup and you should not rely on this continuing to work in to the future. Use the export functionality in bookmarks and the password manager instead.

Let me be very clear here, the Sync Code changes daily. It’s always possible they may change how that works again in the future. The vital part here is that everyone realize you won’t be able to just write down the phrase, stash it away, and be able to rely on it to restore your information in the future. Unfortunately, that’s not what they want Sync to be used for.

Temporary Solution for expired phrase

At the time of writing this FAQ, there is a workaround for anyone who might not have been aware of this in the past. However, there’s no guarantee of when this link will stop working. So I highly recommend you don’t rely on it. The workaround at the time of writing this is that only the 25th word changes and you simply need to replace it. The current 25th word is found at https://alexeybarabash.github.io/25th-brave-sync-word/

–NOTE–

Don’t rely on that link. I know it’s tempting and it might last a while, but it will eventually change. Anyone who relies on it and thinks it lasts permanently might be in for a rude awakening if one day they come to use it to restore their data and they can’t.

[Saoiray]

How to start a new sync chain

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Step 1:

• Go to Settings → Sync

Here you’ll see something like the image below:

NOTE If you don’t see these options, it likely means you have already started a chain. If that’s the case, you don’t need to progress further. Your page when you navigated to Sync should show your device and then also buttons that say View Sync Code and Add New Device. Both of those do the same thing but take you different ways to access the sync code or QR.

Step 2:

• Click/tap Start a new Sync Chain

At this point you’ll get to a screen like below:

Step 3

• Choose the type of code you’d like. If you click on Phone/Tablet it will show you a QR Code you can save to use. If you choose Computer it will give you a 25 word sync code.

(screenshot below, though with some words blotted out. Temporary/blank profile anyway, just FYI.)

Step 4

• Write down the code or in some way save it so it can be used on the second device (code changes daily, so what you see now won’t be able to be used tomorrow). Then hit Ok.

Step 5

• Choose what type of information you want to be synced. (design will be different on Mobile, with fewer options of what can be synced, but all is similar)

From here, you’re all set. Just need to add devices to your sync chain.

-NOTE-

Keep in mind that, as I mentioned in Step 4, this Sync Code changes daily. If you hadn’t seen it, make sure you read Sync is not a backup

[Saoiray]

Adding a device to an existing Sync chain

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Step 1

• On the device that is currently on a sync chain, make sure you go to settings → sync and write down the code or be ready to scan the QR code.

Step 2

• On the device you want to add to the existing chain, go to Settings → Sync where you should see something like you do in one of the two screenshots below (if the first screenshot, then click on it to go to second screenshot):

NOTE If you don’t see these options, it likely means you have already started a chain. If you’re already in a chain, you’ll need to remove it by clicking the trash or remove icon in the Sync menu where device name is shown OR you can go to brave://sync-internals (desktop or Android) or on iPhone click the gear icon on top right to get to Sync Internals, then click on Disable Sync (Clear Data) to remove the device from its existing sync. At which point should arrive to current step when going to Sync menu.

Step 3

• Click/Tap on I have a Sync Code

Step 4

• Enter the 25 words you have from the existing sync chain -OR- scan the QR code. Then Confirm

Step 5

• You should now see a list of devices synced together and options of what you want to be able to sync. Select what you want synced. (All devices must have selected to sync content for it to happen. If one has passwords marked and the other doesn’t, then passwords won’t sync)

You should now have your new device added to a sync chain.

[Saoiray]

What is Brave Wallet?

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Brave Wallet is a self-custody crypto wallet that is built into your Brave browser. Just as with any crypto wallet, it can be used to send, receive, and swap crypto. Brave is able to operate between many different crypto chains, allows you to see live market data, manage your portfolio, etc.

Brave is constantly building out for Web3 and adding many new Wallet partners, which allows Users to swap assets and leverage Web3 DApps across many chains.

Wallet is free to use, though as with all things crypto, there will be gas and/or transaction fees depending on what you’re doing.

–NOTE–

At the time of writing this FAQ, it is not possible to receive Rewards payments to Brave Wallet. This is something being considered for the future. You may see your Rewards card moved to be part of Brave Wallet at some point in 2023, but this will still require you to go through a custodial partner like Uphold or Gemini. If you want to know more on why you can’t receive Rewards payments directly to Wallet, please see Why can’t I get paid directly to Brave Wallet?

[Saoiray]

Adding an asset to Brave Wallet

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Sometimes you’ll send a token (considered an asset) to Brave Wallet but you won’t see it. This is most likely because your browser is currently not configured to show the asset and/or has not been set to automatically discover it yet. This means it’s in your Wallet but that the browser just isn’t set to show it. To make your asset visible, you’ll need to follow the steps below:

Step 1

• Go to Brave Wallet by clicking on the Wallet icon or by going to Hamburger menu → Wallet

Step 2

• Within your Portfolio, you’ll want to scroll down and you’ll see something similar to the screenshots below (they vary slightly between OS), which shows +Visible Assets or Edit Visible Asssets depending on which OS you’re using. and then make sure to click/tap on it to go to the next step

Desktop/Android will look a bit like below:

iOS looks more like below:

Step 3

• Search for the name of your asset/token. If it’s on the list, make sure it’s checked off. If check isn’t there, it won’t display in Wallet.

Desktop/Android looks like:

iOS looks like:

NOTE If your asset was there and unchecked, just checking the box and hitting Done or Save should now make it visible. If your token/asset was not listed, continue to the step below

Step 4

• Assuming you didn’t see the asset on the prior step, you’ll need to Add Custom Asset. To do this, you’ll need to tap or click on the words Add custom asset (on Desktop and Android) or on the + on iOS. Screenshots below for references

Android/Desktop:

iOS:

Step 5

• Fill out the information requested, such as token address, name, etc.

Similar for all OS

Success
Once completed and saved, your asset should be able to be displayed within your Wallet. (You may have to go back over first steps to make sure asset is checked off and made visible after being added)

[Saoiray]

Country Mismatch

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Short answer how to fix = Change your passport/ID on custodial partner to match the country you chose for Rewards -OR- go to Hamburger Menu → Rewards → Reset your Rewards. Then choose the country your passport/ID is verified with/

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Full explanation and solutions:
If you get the Error: Country Mismatch message then this means the country you chose for Brave Rewards is different than the one you have Verified with using a custodial partner. Verification purposes relies more on your passport or other photo ID than it does for your address.

To use a random example, let’s assume you originally created your account while in Poland and you submitted your Poland passport. Everything was fine and you’ve used Uphold for years. Now you move to France and update your address with Uphold to show you France address. You also choose France for your Rewards country. When you go to connect to Uphold, you’ll get the Country Mismatch error because Uphold is reporting to Brave that your passport is from Poland.

How do you fix this? You either have to update your passport or photo ID to be one from France or you have to go to Hamburger Menu → Rewards → Reset your Rewards which will start Rewards fresh. You’ll then choose the country you verified with (in our example, would be Poland), and you’d then be able to link to your custodial partner (such as Uphold).

NOTE

I know for many from EU, this can be frustrating as you don’t need to update passport or ID when you change countries as long as it’s within the EU. In fact, getting resident permits sometimes aren’t possible and everyone having a driver’s license might sound quite odd. Unfortunately, that passport or ID is what it’s based on for now.

So if you can’t get one for the country you’re currently in, then you’ll just not be able to select your current country or you won’t be able to connect Brave to a custodial partner. This is something that Brave is working with custodial partners to improve.

[Saoiray]

iOS crashes: How to share logs

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Unlike Android and Desktop, it’s a bigger headache to share logs for iOS. I’ll provide the steps below:

• Step 1: Go to Settings on your device, not Brave’s settings.

• Step 2: Go to Privacy & Security

• Step 3: Go to Analytics & Improvements

• Step 4: Go to Analytics Data

• Step 5: Pull down so you can see search bar. Type in Client

• Step 6 Look for logs that do not say client.wakeups and click on it

• Step 7: Click on the share button on top right (at least on iPhone) and then choose to Save to Files

• Step 8: Choose the location you want to save it and save it there.

• Step 9: Navigate to your Files on device and find the file you just saved.

• Step 10: Rename the file to be .txt at the end, making sure you delete the .ips. So it would be something like Client-2023-05-08-101535.txt If asks whether you want to change extension type, confirm it.

• Step 11: You have two options:

1. Tag Mattches or SaltyBanana on your topic and ask them to DM you so you can share your crash reports. While these typically don’t contain critical information, it often may be best to let as few people see it as possible. So for security sake, you can just have them contact you and then you share privately. This step may take longer.

2. If you want to expedite it and not worry, you can upload the new .txt file directly on your topic here so that developers can review and try to figure out the issue.

Privacy/Security Team is advising to go by first step. But that’s just them trying to be very cautious and have as little of your data floating around as possible. That said, shouldn’t be too big of a risk. Go with whichever you’re most comfortable with.

[Saoiray]

Tips for getting assistance

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First Tip

Create support tickets when your issue falls under those categories. For example, missing Rewards payments should go under a Rewards Support Ticket. You can see more on that at Support ticket links

Second Tip

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. Also keep in mind that with a support ticket submitted, most or all of your communication should occur at your email and not here on Community.

When you share, generally it should be on your own topic. Don’t crowd other people’s issues and distract from them getting help. Lastly, it helps to tag someone from Brave, such as SaltyBanana, Evan123, Steeven, or Mattches if it has been a while and you’ve not received any replies to your topic or to your email.

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Third Tip

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. They try to respond quick, but often can take 2-3 business days to see things. If you don’t hear from them after 3-5 business days, try to tag them on it.

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Fourth Tip

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 responding to, 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.

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NOTE

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.