Silk Road forums
Support => Customer support => Topic started by: samesamebutdifferent on March 16, 2013, 07:34 am
-
A lot of the most commonly asked questions here in customer support can be easily answered by referring to the SR wiki so please have a look before posting, the link to the SR wiki is:
http://dkn255hz262ypmii.onion/wiki/index.php?title=Frequently_Asked_Questions
Links to some of the most common questions are listed below:
> How do I contact SR support?
In the bottom right hand corner of the main site there is a link to contact SR support, the link is:
http://silkroadvb5piz3r.onion/help
> How do I get vendor status for my forum account?
http://dkn255hz262ypmii.onion/wiki/index.php?title=Vendor_roundtable
> I forgot my pin number
http://dkn255hz262ypmii.onion/wiki/index.php?title=Frequently_Asked_Questions#I_forgot_my_PIN.
> I forgot my pass phrase
http://dkn255hz262ypmii.onion/wiki/index.php?title=Frequently_Asked_Questions#I_forgot_my_passphrase
> Why isn’t my deposit showing up in my account?
http://dkn255hz262ypmii.onion/wiki/index.php?title=Frequently_Asked_Questions#Why_isn.27t_my_deposit_showing_up_in_my_account.3F
> I've already finalized my order, but am having problems.
http://dkn255hz262ypmii.onion/wiki/index.php?title=Frequently_Asked_Questions#I.27ve_already_finalized_my_order.2C_but_am_having_problems
> My order hasn't arrived or it's not what I expected.
http://dkn255hz262ypmii.onion/wiki/index.php?title=Frequently_Asked_Questions#My_order_hasn.27t_arrived_or_it.27s_not_what_I_expected
> I'm having trouble agreeing on a resolution.
http://dkn255hz262ypmii.onion/wiki/index.php?title=Frequently_Asked_Questions#I.27m_having_trouble_agreeing_on_a_resolution
> How are resolutions decided.
http://dkn255hz262ypmii.onion/wiki/index.php?title=Frequently_Asked_Questions#How_are_resolutions_decided
> Why can't I post in any other boards apart from customer support and the newbie section?
http://dkn255hz262ypmii.onion/wiki/index.php?title=Frequently_Asked_Questions#Why_can.27t_I_post_in_the_forum.3F
SOME OTHER COMMONLY ASKED QUESTIONS
Q) I send bitcoins to my SR account but realized I sent them to an old bitcoin address, am I screwed?
A) No, all bitcoin addresses are linked to your SR account, your coins will arrive safely however if they are delayed longer than 12 hours please contact SR support.
==================================================================================
PHISHING SCAMS
Phishing is a technique used by hackers to trick you into giving them your password and PIN. It is a serious problem on hidden services because the URL is so hard to remember and can be imitated. Fake URLs are often advertised on other sites such as wikipedia.org. If you registered on a fake site pretending to be Silk Road, your account will be compromised and your money stolen. We HIGHLY recommend that you change your PIN and password before making your first deposit. Don't be another victim, change your PIN!
DO NOT ATTEMPT TO USE THE LINKS LISTED ON OTHER SITES SUCH AS WIKIPEDIA.ORG TO ACCESS SR
The only link that you should ever use to access SR is:
http://silkroadvb5piz3r.onion/
Recently there has been a sharp increase in the number of cases of members reporting that they have been scammed by trying to access SR via fake URLs.
Most recently this has been propagated via links to an Atlantis phishing site whereby people click on the link and the creeate an account using the same credentials as their SR account.
If you do open an account on Atlantis you are strongly advised NOT to use the same credentials you use for your SR account. Many people have had their SR accounts hacked after using the same credentials and following the Atlantis phishing link mentioned above. Apparently the Atlantis phishing link does also create an account on the real Atlantis site.
Please note that once your coins have been withdrawn there is nothing SR support can do to help recover them.
If you have already fallen for this scam and are now only ready this after the fact you need to contact SR support on the main site as soon as possible. This will probably mean that you will need to create a new temporary account to do this, as you will undoubtedly have lost control of your account as the scammers will change your pass phrase. Please do not post in the forums until after you have contacted SR support as the moderators are unable to assist you beyond telling you to do what is stated above as all you will do is waste valuable time in having the issue investigated by SR support.
The SR login page will never ask for your pin number, just your username, pass phrase and captcha. If for whatever reason you find yourself being asked to enter your pin at the login stage you should immediately be alerted to the fact that the link you are using is not trustworthy, NEVER ENTER YOUR SR PIN AT LOGIN.
The time frames involved to have your pass phrase reset by SR support will mean that if you fall victim to this scam there will be nothing SR support can do in time to prevent your coins from being stolen.
I strongly urge all new forum members to thoroughly research all of the information on the SR wiki before making any purchases. Investing the time to educate yourself on how to use SR as safely as possible will help you to avoid making some very costly mistakes.
The link to the SR wiki is:
http://dkn255hz262ypmii.onion/wiki/index.php?title=Main_Page
Stay safe
SSBD
-
Awesome thread.
-
Hi There,
Is Silk Road down at the moment, as I've tried to login with my correct user name and passphrase.
I have double and triple checked this and I am using the correct login.
Cheers
morphing123
-
Working fine for me.
-
This really does help lol
-
HI where can i find seller fee's and commissions.
-
HI where can i find seller fee's and commissions.
The commission rates are as follows:
10% of the first $50
8.5% of $50 - 150
6% of $150 - 300
3% of $300 - 500
2% of $500 - 1000
1.5% for everything over $1000
The above figures are directly quoted from the State of the Road Address by DPR here: http://dkn255hz262ypmii.onion/index.php?topic=8397.0
-
Hi cant get on to Silk Road poor availability,ive got 3 transactions auto finalizing today,i cant get on to ask for extension of time.Can you help at all, im after 4 day extension.Acc name sarah69,
-
Hi cant get on to Silk Road poor availability,ive got 3 transactions auto finalizing today,i cant get on to ask for extension of time.Can you help at all, im after 4 day extension.Acc name sarah69,
There's nothing we can do to help you with that. The marketplace is currently unavailable, and even if it weren't down for maintenance, there's still nothing we can do from our end on the forums here. You'd need to get in touch with SR Support when the site comes back up.
-
HI where can i find seller fee's and commissions.
The commission rates are as follows:
10% of the first $50
8.5% of $50 - 150
6% of $150 - 300
3% of $300 - 500
2% of $500 - 1000
1.5% for everything over $1000
The above figures are directly quoted from the State of the Road Address by DPR here: http://dkn255hz262ypmii.onion/index.php?topic=8397.0
Just to elaborate a little on samesamebutdifferent's post and clarify the fee scale; quoted from another thread on the issue:
The commission scale has been laid out on the forums a number of times but it always disappears in the haze of crazy posts! Here's an example from DPR's State of the Road Address:
http://dkn255hz262ypmii.onion/index.php?topic=8397.0
We also went to the Silk Road independent sellers to see what they thought an appropriate commission schedule would look like. The average response looked like this:
15% of the first $10
11% of $10 - $50
8.14% of $50 - $250
5.6% of $250 - $1000
3.7% of $1000 - $5000
We looked at past sales data and our current and future revenue needs and were able to bring these numbers down even further:
10% of the first $50
8.5% of $50 - 150
6% of $150 - 300
3% of $300 - 500
2% of $500 - 1000
1.5% for everything over $1000
So taking DPR's fee scale, here is how a sale is broken down:
In a $300 sale, for example:
$50 is charged at 10% of the first $50, so $5 fee.
$100 is charged at 8.5% of the next $50 - $100, so $8.50 fee.
$150 is charged at 6% of the final $150 - $300, so $9 fee.
Total: $300.
Total commission: $22.50
Total paid to vendor for item: $277.50
Total paid to vendor for item, if hedging order (@ 4% hedging fee): $266.40
In a $1016 sale, for example:
$50 is charged at 10% from the $0 - $50 point, so $5 fee.
$100 is charged at 8.5% from the $50 - $100 point, so $8.50 fee.
$150 is charged at 6% from the $150 - $300 point, so $9 fee.
$200 is charged at 3% from the $300 - $500 point, so $6 fee.
$500 is charged at 2% from the $500 - $1000 point, so $10 fee.
$16 is charged at 1.5% from the $1000 and up point, so $0.24 fee.
Total: $1016.
Total commission: $38.74
Total paid to vendor for item: $977.26
Total paid to vendor for item, if hedging order (@ 4% hedging fee): $938.17
You may also be interested in the post I wrote in response to a question asked by Bungee54 about pre-commission and post-commission pricing. That post explains how much you get if you choose pre-commission, how much you get if you choose post-commission, how much you get if you decide to hedge, and what the customer will actually see on the listing itself depending on the option you choose.
You can find that post here:
http://dkn255hz262ypmii.onion/index.php?topic=37765.msg429683#msg429683
- grahamgreene
-
Thanks grahamgreene :)
-
Thank you, the information is very much appreciated!
-
This may sound simple, but if I don't ask, I will never figure out where I am going wrong.
I just registered on the SR Forums. I have been an R buyer for some time. With the recent SR troubles, I wanted to join forums to keep up on the status of SR and the response to the attacks.
Since joining, I go to subjects I would like to post a reply to or ask a question on. Oddly enough, this Customer Support FAQ page is the only Page that comes up for me that offers the Menu "top and bottom" that allows for for "reply" etc. etc.
Any other page I go to give all the posts but the top and bottom where the menu should be is blank, so I can't post. This Customer Support Page offers the menu clearly at both top and bottom. Am I blind? Or where is it and why am I missing it. ???
-
This may sound simple, but if I don't ask, I will never figure out where I am going wrong.
I just registered on the SR Forums. I have been an R buyer for some time. With the recent SR troubles, I wanted to join forums to keep up on the status of SR and the response to the attacks.
Since joining, I go to subjects I would like to post a reply to or ask a question on. Oddly enough, this Customer Support FAQ page is the only Page that comes up for me that offers the Menu "top and bottom" that allows for for "reply" etc. etc.
Any other page I go to give all the posts but the top and bottom where the menu should be is blank, so I can't post. This Customer Support Page offers the menu clearly at both top and bottom. Am I blind? Or where is it and why am I missing it. ???
You need 50 posts in the Newbie subforum before you can post elsewhere on the forums.
-
If I FE'd after a vendor was banned, can I get a refund? I didn't mean to click FE, but their profile is gone.
-
If I FE'd after a vendor was banned, can I get a refund? I didn't mean to click FE, but their profile is gone.
Hi averageguy,
I'm afraid that you cannot get a refund after you have FE'd. Whether you FE'd by mistake or not, escrow is there for your protection. Please be more careful in future.
See the SR Wiki here for more information:
http://dkn255hz262ypmii.onion/wiki/index.php?title=Frequently_Asked_Questions#I.27ve_already_finalized_my_order.2C_but_am_having_problems.
Libertas
-
Yes, but if I finalized AFTER the vendor was banned, then the money could not be sent to him, correct?
I feel like my order should have been cancelled when his account was banned, and therefore should still get a refund.
If I FE'd after a vendor was banned, can I get a refund? I didn't mean to click FE, but their profile is gone.
Hi averageguy,
I'm afraid that you cannot get a refund after you have FE'd. Whether you FE'd by mistake or not, escrow is there for your protection. Please be more careful in future.
See the SR Wiki here for more information:
http://dkn255hz262ypmii.onion/wiki/index.php?title=Frequently_Asked_Questions#I.27ve_already_finalized_my_order.2C_but_am_having_problems.
Libertas
-
Yes, but if I finalized AFTER the vendor was banned, then the money could not be sent to him, correct?
I feel like my order should have been cancelled when his account was banned, and therefore should still get a refund.
Ah, my apologies. I answered too quickly!
If a vendor has had their account suspended indefinitely then I would advise contacting SR Support with the details of the transaction and stating exactly what has happened.
If a vendor has had their account suspended pending an investigation, then Finalising would still release BTC to their account - however, this account will be frozen, and they won't be able to withdraw from it.
If their vending privileges are reinstated then your BTC will not be refunded as it will count as a regular FE. If their account is not reinstated, you will probably be able to get your BTC back by messaging SR Support. Please note "probably". I'm not 100% sure what happens in this situation as it is presumably very rare that a buyer finalises after an account has been suspended.
Message SR Support in any event as they are the only ones that can help you in this instance. Please be prepared to wait 48 hours minimum for a response as Support are currently experiencing a significant backlog.
I hope it all works out for you in any event.
Libertas
-
Well that seems like better news. Also, contacting SR Support via messages, right? Because the SR Support profile says they haven't been seen in a month, so is there a better way to contact support?
Yes, but if I finalized AFTER the vendor was banned, then the money could not be sent to him, correct?
I feel like my order should have been cancelled when his account was banned, and therefore should still get a refund.
Ah, my apologies. I answered too quickly!
If a vendor has had their account suspended indefinitely then I would advise contacting SR Support with the details of the transaction and stating exactly what has happened.
If a vendor has had their account suspended pending an investigation, then Finalising would still release BTC to their account - however, this account will be frozen, and they won't be able to withdraw from it.
If their vending privileges are reinstated then your BTC will not be refunded as it will count as a regular FE. If their account is not reinstated, you will probably be able to get your BTC back by messaging SR Support. Please note "probably". I'm not 100% sure what happens in this situation as it is presumably very rare that a buyer finalises after an account has been suspended.
Message SR Support in any event as they are the only ones that can help you in this instance. Please be prepared to wait 48 hours minimum for a response as Support are currently experiencing a significant backlog.
I hope it all works out for you in any event.
Libertas
-
Well that seems like better news. Also, contacting SR Support via messages, right? Because the SR Support profile says they haven't been seen in a month, so is there a better way to contact support?
You can find the support page by clicking "support" in the bottom right corner of any page on Silk Road, but here's the direct link:
http://silkroadvb5piz3r.onion/help
Their "last seen" doesn't make a difference at all - they still see all messages sent to them.
Libertas
-
Hello, I ordered some stuff two weeks ago from 3 different vendors,the ones from America and Germany arived snd ewerything was ok, but it was the one from Holland that did`t come >:( and the strange thing was that i ordered it to my hous so if it whoud been stopped i whoud know. said this to the dutch vendor,and he did not whant to resend ore help me, I know he did not send it to me, it`s not much, youst 0.5 g of nr3 heroin. Hopping that some of u staff will help me with this problem??? thank you :)
-
Hello, I ordered some stuff two weeks ago from 3 different vendors,the ones from America and Germany arived snd ewerything was ok, but it was the one from Holland that did`t come >:( and the strange thing was that i ordered it to my hous so if it whoud been stopped i whoud know. said this to the dutch vendor,and he did not whant to resend ore help me, I know he did not send it to me, it`s not much, youst 0.5 g of nr3 heroin. Hopping that some of u staff will help me with this problem??? thank you :)
Hi nuce28,
Is the order still in escrow or did you Finalise?
Libertas
-
hi, I just joined SR and would like to make a bitcoin purchase but don't know how. I have bitcoin wallet, just need to get some coin in it. Where can I get bitcoin please?
-
hi, I just joined SR and would like to make a bitcoin purchase but don't know how. I have bitcoin wallet, just need to get some coin in it. Where can I get bitcoin please?
Please read the SR Wiki in its entirety; it will answer 99% of the questions you might have:
http://dkn255hz262ypmii.onion/wiki/index.php?title=Main_Page
http://dkn255hz262ypmii.onion/wiki/index.php?title=Buyer%27s_Guide#Getting_Bitcoins
Libertas
-
can anyone tell me how to contact sr support,
I finalized on a 1100 order and now realize that a lot of people are calling the vendor a scam , want to see if sr support can do anyhting
-
can anyone tell me how to contact sr support,
I finalized on a 1100 order and now realize that a lot of people are calling the vendor a scam , want to see if sr support can do anyhting
Read the first page of this sticky!
-
I wonder if some of the mods could send admin a little note.
None of my listings are showing up in the cubensis section: (http://silkroadvb5piz3r.onion/silkroad/category/28)
And no, they are not stealth and I'm not on vacation nor in stealth mode. This is most frustrating, to say the least. I'm losing money as I breathe.
Thanks, all.
goblin
-
I wonder if some of the mods could send admin a little note.
None of my listings are showing up in the cubensis section: (http://silkroadvb5piz3r.onion/silkroad/category/28)
And no, they are not stealth and I'm not on vacation nor in stealth mode. This is most frustrating, to say the least. I'm losing money as I breathe.
Thanks, all.
goblin
When did you post the listings? I can see them just fine in Cubensis.
Libertas
-
I wonder if some of the mods could send admin a little note.
None of my listings are showing up in the cubensis section: (http://silkroadvb5piz3r.onion/silkroad/category/28)
And no, they are not stealth and I'm not on vacation nor in stealth mode. This is most frustrating, to say the least. I'm losing money as I breathe.
Thanks, all.
goblin
When did you post the listings? I can see them just fine in Cubensis.
Libertas
Thank you, Libertas. That's very odd, as I just got through running the entire cubensis section without them being there. I DO see them in Shrooms, but not in cubensis.
I will look again, though.
-
Yeah, they are in page 5 (http://silkroadvb5piz3r.onion/silkroad/category/5/100) of the Shrooms section, out of seven possible pages.
But they do not show up in any of the 4 pages of cubensis. Unless there is something totally screwed up with my browser, but I don't see how that's possible.
Libertas, do you still see them in the cubensis section (http://silkroadvb5piz3r.onion/silkroad/category/28)?
-
I'll borrow the thread for a minute.
I am a vendor with a shop with the same name as here, but I am still restricted to the "Newbie" part on the forum?
Considering the mayor part of the forum is needed to be able to take good care of our costumers and also the product handling.
EDIT: What I mean and what my purpose is, is that I for fill all the demands for the vendor status in here, but how exactly do I get it? That is one thing am pretty sure that can't happen automatically.
-
I'll borrow the thread for a minute.
I am a vendor with a shop with the same name as here, but I am still restricted to the "Newbie" part on the forum?
Considering the mayor part of the forum is needed to be able to take good care of our costumers and also the product handling.
EDIT: What I mean and what my purpose is, is that I for fill all the demands for the vendor status in here, but how exactly do I get it? That is one thing am pretty sure that can't happen automatically.
http://dkn255hz262ypmii.onion/wiki/index.php?title=Vendor_roundtable
-
I am ashamed to even have to post this. but my vendor acct was compromised. no personal info thankfully, I noticed while logged in and my orders were finalized and a listing had appeared.
I feel so stupid, my partner was looking for other onion sites and he found that one and used that same passcode.. I wouldve never done that but since we share accts he felt it was right..
either way, stupid fuck doesnt know my PIN, Idk what step to take to get my acct back, SR support is useless. Im freaking out
-
I am ashamed to even have to post this. but my vendor acct was compromised. no personal info thankfully, I noticed while logged in and my orders were finalized and a listing had appeared.
I feel so stupid, my partner was looking for other onion sites and he found that one and used that same passcode.. I wouldve never done that but since we share accts he felt it was right..
either way, stupid fuck doesnt know my PIN, Idk what step to take to get my acct back, SR support is useless. Im freaking out
I have just replied to your PM.
-
Thanks grahamgreene :)
Seriously, as a new buyer, this was a great breakdown that was easily understood.
-
http://silkroadvb5piz3r.onion/silkroad is this the correct silkroad site????
-
http://silkroadvb5piz3r.onion/silkroad is this the correct silkroad site????
Yes
-
my account was also compromised and SR support isnt much help to anything.... I have the last bitcoin walllet address, i wanna get this done with so they can get off my account!!!
-
informative. thank you.
-
Why i can't write a post on other threads?
-
Why i can't write a post on other threads?
http://dkn255hz262ypmii.onion/wiki/index.php?title=Frequently_Asked_Questions#Why_can.27t_I_post_in_the_forum.3F
-
Sorry, new here. I'm having an odd issue and I don't know how to contact SR support, so I'm posting here. I deposited bitcoins into my account today (for the first time), and was in the process of placing an order when I was logged out automatically. I can't now log back in: it won't accept my password or anything, it just says, "Login failed, please try again."
-
Hey I sent this to SR support and they redirected me to the FAQ page, however it does not answer my question. I recently obtained 2.07 BTC to send to my silk road account. When i copy and pasted my address i accidentally hit 'request new address'. However, this did not update my address immediately so I went ahead and sent the coins to my old address which was 1DXmfhn58vYGTPABSLAy2r6VTZaD3cQ3as. I dont know what to do if the coins somehow dont hit my account. Is my old address 100% deleted and not given to another user? If so, i believe the coins will be undeliverable, what do I do?? Please help!
-
Hey I sent this to SR support and they redirected me to the FAQ page, however it does not answer my question. I recently obtained 2.07 BTC to send to my silk road account. When i copy and pasted my address i accidentally hit 'request new address'. However, this did not update my address immediately so I went ahead and sent the coins to my old address which was 1DXmfhn58vYGTPABSLAy2r6VTZaD3cQ3as. I dont know what to do if the coins somehow dont hit my account. Is my old address 100% deleted and not given to another user? If so, i believe the coins will be undeliverable, what do I do?? Please help!
The coins will arrive fine, all btc addresses both past and present are linked to your account.
-
So last night I was logged in but kept getting kicked out... so I logged back in a few times, until finally my password stopped working. It still doesn't work. I've sent a message to SR Support about it from a newly created account... but what is this?
Has someone hacked my account? Is it due to the maintenance last night? How long before the support team will contact me?
Please help me, I have about 6 orders which need finalizing and I am terribly worried about my account now! Luckily I had JUST withdrawn my bitcoins from my account, but still... the orders... HELP!
-
So last night I was logged in but kept getting kicked out... so I logged back in a few times, until finally my password stopped working. It still doesn't work. I've sent a message to SR Support about it from a newly created account... but what is this?
Has someone hacked my account? Is it due to the maintenance last night? How long before the support team will contact me?
Please help me, I have about 6 orders which need finalizing and I am terribly worried about my account now! Luckily I had JUST withdrawn my bitcoins from my account, but still... the orders... HELP!
For your account to have been hacked you would have had to have been phished or gotten very unlucky with malware, key logger etc. Assuming you haven't recently opened an account on Atlantis using the same credentials as your SR account the probable issue is just that your pass phrase stopped working, it happens occasionally normally after the site has been down for maintenance. No one knows why it happens, it just does for a few people. SR support should reply to you soon and if you have followed the correct instructions for a pass phrase reset request you should be back in control of your account very soon.
-
im just wondering if i get something sent will i have to sign for it ??
-
im just wondering if i get something sent will i have to sign for it ??
Depends on what shipping option you use, vendors should as a general rule waive the signature on delivery requirement for shipping that uses tracking etc. Basically if you don't ask for it then you shouldn't get it but it is always good to make that explicitly clear with the vendor when placing your order if you are concerned.
-
Hi there i placed an order with a vendor 7 days ago i did not FE as advised by SR, any way the resolution has became available so i wrote a message but there is 1 small problem the vendor who i placed the order with disappeared 1 day after i placed the order plus all of his listings are no longer available, i think it is fair to say he has disappeared i think it is also fair to assume im not receiving my order the question is how now do i get my money back quickly if possible your help in this matter would be greatly appreciated.
ps if there is no vendor to sort out the problem with what do i now do who do i approach
Thank you in advance
-
Hi there i placed an order with a vendor 7 days ago i did not FE as advised by SR, any way the resolution has became available so i wrote a message but there is 1 small problem the vendor who i placed the order with disappeared 1 day after i placed the order plus all of his listings are no longer available, i think it is fair to say he has disappeared i think it is also fair to assume im not receiving my order the question is how now do i get my money back quickly if possible your help in this matter would be greatly appreciated.
ps if there is no vendor to sort out the problem with what do i now do who do i approach
Thank you in advance
If you messaged in resolution an admin should cancel the order for you when they review the case, how long does the resolution period have to run for? you can also contact SR support and ask them to cancel the order as well to speed things up.
-
Thank you for your prompt reply, 1 more question forgive me for being a dummy how do i get in contact with SR admin im struggling finding them thanks.
P.S the resolve button only became available to press last night so it has to run for four and a half days however you can clearly see that the vendor in question has not even logged in for nearly 11 days
thanks again
-
Please check the first page of this thread re how to contact SR support.
-
did that keep getting ERROR
by the way love bill hicks same age to god im getting old lol
-
did that keep getting ERROR
by the way love bill hicks same age to god im getting old lol
Are you logged into your account?
-
HELP!!!! I BOUGHT 177 dollars worth of bitcoins from someone who lives in my area. I gave him 180 dollars cash and he said he sent them over, i got home and checked and not a single thing there! he said he contacted customer support and they said it was completed, but i never got a single thing so in my books everything is not completed!. I saw it go through but i dont have it. I asked for his Username and he said you guys dont need it to figure out incoming transactions, but 2 days is too long to be waiting for my Btc! If i do not get this i could loose where i am living and everything