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BTC sent via Gatehub Fifth over 1 week ago has not arrived; no response from Gatehub support -SOLVED-


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It has now been 9 days and BTC sent via Gatehub Fifth to my Gatehub account has still not arrived in my Gatehub wallet. I am sure I used the correct BTC receiving address and the last time I checked (several days ago) the transaction had 100s of confirmations.

I have so far sent 3 emails to <support@gatehub.net> (8 May 2017, 10 May 2017, and 16 May 2017) but I have not yet even received a reply from Gatehub.

Can you please ask Gatehub Fifth to look into this, or tell me who I should contact at Gatehub Fifth to get them to look into this?

Can someone please reassure me that my BTC will arrive eventually? Needless to say I would have liked to buy XRP 9 days ago, or even today (!), but now it would be nice just to know that my BTC has not been stolen and that someone is working the issue.

FYI, my Gatehub ripple address is...

    rDnEj5nnHnw7tQTDpiYrL87mTb7YQB39Hm

...and I used a BTC receiving address of...

    17a3evRufz4V7wrzcQdxLfhKVjm2hhKuLL

...when sending the BTC to my Gatehub wallet via GateHub Fifth.

---Gerry

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Gerry, I've looked at the issue now. We (at GateHub) have had two such cases remain from the issues of last week; yours is unfortunately one of them.

The tech team has been notified a few days ago but hasn't gotten around to dealing with this, unfortunately. I'll push again for this today and let you know.

Can you please file a new support ticket at https://support.gatehub.net/ ? I can't find your previous one from the data provide here.

No deposit has ever been lost at GateHub and you can expect yours to be resolved today. Yours was really an edge case in the flood of deposits; sincere apologies for the delay.

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Hi Namini,

Thanks for the tip. How do I do that?

I have actually tried twice, by two different methods, to reach Gregor, but both attempts failed.

After seeing your post I tried composing a message by clicking on the email icon at top right of this screen, Gregor's dashing face shows up when I enter his name in the "To" field but, alas, I get a note in red saying that Gregor is not receiving messages, or something to that effect.

---Gerry

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Hi Mazi,

Thanks for that link to your support page. I just clicked on "submit a request" and supplied them with my info; is that what you meant by a support ticket?

BTW, I don't think there is anything a user sees from the "help" menu when logged in that points to https://support.gatehub.net , nor do I remember seeing a link to your support page when I looked for something like that at the domain top, i.e., gatehub.net ... in fact, the only reason I stumbled on this chat was that I did an Internet search

A link to the support ticket submission page from the menu that the user sees when they are logged in would be a great idea (forgive me if it's there already but I missed it; I actually looked quite a bit for something like that and was just lucky to find this chat via Google).

Thanks very much for your speedy reply to this chat; it is good to hear back from someone who knows what's going on. Strange that support didn't even reply to my email to let me know they were working the case; I guess it slipped through the cracks.

---Gerry

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The support site is very new, just a few days old, that's why links are still missing.

Our support team is flooded with requests due to the recent surge in users and your original request must have gone unnoticed; the tech team did not hear about your issue from support but rather from monitoring our systems.

I'll keep you updated via support.

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Hey Mazi!

 

I am also missing 2 transactions, one BTC and one ETH.  I am unable to recover or trace where it went and followed the same method as Gerry when depositing to my Gatehub wallet. I would really like to find someone to help me recover asap!? Very concerned... 

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Mazi,

I did receive an automated reply from <support@gatehub.net> but my BTC has still not arrived in my Gatehub wallet.

Since you told me yesterday that I could expect resolution "today," I thought you would like to know that it is coming up on 24 hours and still no BTC or substantive reply from <support@gatehub.net>.

I appreciate your pushing this but looks like it might need another nudge.

Thanks for any additional help you can provide,

---Gerry

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  • 3 weeks later...

@briand, have you filed a support request at https://support.gatehub.net/hc/

If this is about a fiat (USD or EUR) deposit, Gregor will not be able to help you. Please wait for the support team to respond.

If this is about a cryptocurrency deposit, we are not aware of any unanswered tickets from 3 weeks ago. Please PM me your GateHub-registered e-mail address and I'll check.

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