eXch - instant exchange BTC / LN / XMR / LTC / ETH / ERC20

[LoyceV]

Either that or they've somehow became worse at communicating with the outside world over the last few weeks/months.

Bitcointalk gives me a Captcha more often when I click view "All", which means Cloudflare is doing it's thing. This may be the reason:

By a lucky occasion Cloudflare isn't blocking me from accessing Bitcointalk today and I can finally reply.

It doesn't explain the silence on any other communication channels though.

[JollyGood]

It is frustrating when the website is not opening at all now in https yet is available on http only. Is anybody else experiencing this?

I had not visited the eXch website for some days but again upon checking today I am having problems because the website is loading intermittently: https://hszyoqwrcp7cxlxnqmovp6vjvmnwj33g4wviuxqzq47emieaxjaperyd.onion/

I don't know if it has something to do with the TOR browser settings, but the first loading is quite slow for me as well. Although almost all onion sites work noticeably slower, that is also the reason why I use them less often.

Now when I tried to reload, the exch onion page is not available. There may be a problem here.

[Real-Duke]

It is frustrating when the website is not opening at all now in https yet is available on http only. Is anybody else experiencing this?

Looks to me that this issue is only on your side? Just tested https://exch.cx/ and it's working fine here for me.
Somebody to confirm this else?

[examplens]

It is frustrating when the website is not opening at all now in https yet is available on http only. Is anybody else experiencing this?

There is an http link in the exch signature, so I wouldn't be surprised if it's for a reason.
Otherwise, I can't access any onion variant at the moment, while clearnet works without problems

Looks to me that this issue is only on your side? Just tested https://exch.cx/ and it's working fine here for me.
Somebody to confirm this else?

I'd say he's referring to the onion site, not clearnet.
http://hszyoqwrcp7cxlxnqmovp6vjvmnwj33g4wviuxqzq47emieaxjaperyd.onion/ or https://hszyoqwrcp7cxlxnqmovp6vjvmnwj33g4wviuxqzq47emieaxjaperyd.onion/

[GazetaBitcoin]

Just tested https://exch.cx/ and it's working fine here for me.
Somebody to confirm this else?

I confirm, it works fine for me too.

I'd say he's referring to the onion site, not clearnet.
http://hszyoqwrcp7cxlxnqmovp6vjvmnwj33g4wviuxqzq47emieaxjaperyd.onion/ or https://hszyoqwrcp7cxlxnqmovp6vjvmnwj33g4wviuxqzq47emieaxjaperyd.onion/

I tested both links on my side and the site opened without any problem. Perhaps it was a glitch when he tried to access it...?

[BitMaxz]

I'd say he's referring to the onion site, not clearnet.
http://hszyoqwrcp7cxlxnqmovp6vjvmnwj33g4wviuxqzq47emieaxjaperyd.onion/ or https://hszyoqwrcp7cxlxnqmovp6vjvmnwj33g4wviuxqzq47emieaxjaperyd.onion/

I tested both links on my side and the site opened without any problem. Perhaps it was a glitch when he tried to access it...?

I tried on both Brave and Tor browsers, but it didn't work the only link that works for me is if you change the link from HTTPs to HTTP after changing this to a non-secured protocol the onion link is accessible on both Browser Brave and Tor.

As for the Clearnet, it works just fine and it loads instantly there are times it slows down when accessing the normal site but I think it's because of the recent Cloudflare issues or maintenance before this month.

[NotATether]

It's been almost a month, and my support ticket still hasn't been resolved.

[LoyceV]

the only link that works for me is if you change the link from HTTPs to HTTP after changing this to a non-secured protocol the onion link is accessible

A .onion site without https isn't insecure. See HTTPS for your Onion Service:

When visiting a site over the Onion Services protocol, the Tor protocol prevents data in transit from being read or manipulated by man in the middle attacks, and the Onion Service protocol validates that the user is connected to the domain name in the browser address bar. No certificate authority is required for this proof, because the name of the service is the actual public key used to authenticate the underlying connection.

It's been almost a month, and my support ticket still hasn't been resolved.

This is concerning, to say the least.

[BitMaxz]

A .onion site without https isn't insecure. See HTTPS for your Onion Service:

We usually use HTTPS in Clearnet for encrypted data while using a site I searched a bit about in Onion and yeah you're right it doesn't need the HTTPS protocol because the Onion routing itself is encrypted enough.

It's been almost a month, and my support ticket still hasn't been resolved.

Their support staff might be on vacation which is why no one yet responds to your case. They should assign or hire someone as temporary support if they are indeed on vacation.

[GazetaBitcoin]

I tried on both Brave and Tor browsers, but it didn't work the only link that works for me is if you change the link from HTTPs to HTTP after changing this to a non-secured protocol the onion link is accessible on both Browser Brave and Tor.

I have no idea why this happenes... but, however, as LV and Bitmaxz explained above, you should not worry about this. As long as you can access the website through one of the TOR links everything should be okay.

It's been almost a month, and my support ticket still hasn't been resolved.

Have you tried reaching them through SimpleX?

[paid2]

Have you tried reaching them through SimpleX?

I've also a ticket from mid June, still unanswered. I tried to contact OrangeFren (as he's often in contact with eXch), and he told me that he does not have heard from the team either unfortunately. Apparently a batch of tickets was solved recently, so I guess it is only a matter of time for ours.

[NotATether]

It's been almost a month, and my support ticket still hasn't been resolved.

Have you tried reaching them through SimpleX?

No, I haven't, and according to what paid2 posted above I don't think that is going to help either.

[icopress]

No, I haven't, and according to what paid2 posted above I don't think that is going to help either.

Please don't panic (at least it looks that way.. I think it's only harmful).

I think if eXch is silent, there are reasons for it (and as far as I know, not a single request over the past years has gone unanswered... all cases have been resolved). Moreover, if you remember... I once suspended a campaign for several days because I did not receive a response from eXch for a long time, but despite the silence, their service works automatically, and their reputation is impeccable.

[examplens]

No, I haven't, and according to what paid2 posted above I don't think that is going to help either.

Please don't panic (at least it looks that way.. I think it's only harmful).

I think if eXch is silent, there are reasons for it (and as far as I know, not a single request over the past years has gone unanswered... all cases have been resolved). Moreover, if you remember... I once suspended a campaign for several days because I did not receive a response from eXch for a long time, but despite the silence, their service works automatically, and their reputation is impeccable.

I also do not doubt the exch service, I believe that there are some justified reasons why they are not responsive in this case. However, a month is probably too long a period to solve the problem. I hope that the delay will not cause NotATether too many problems.

[GazetaBitcoin]

No, I haven't, and according to what paid2 posted above I don't think that is going to help either.

You may try though... if you contact them there nothing bad can happen...

I also do not doubt the exch service, I believe that there are some justified reasons why they are not responsive in this case. However, a month is probably too long a period to solve the problem. I hope that the delay will not cause NotATether too many problems.

I noticed too that, from time to time, they miss answering some posts here, but I am sure this is not happening due to a willing to do so, but, most likely, they have a lot on their head... I believe they are dealing everyday with demands, emails, questions, suggestions, tickets... and this may be overwhelming at some point... Perhaps they also do not have enough personnel to attend all these in a short amount of time...

But they are running this business for more than a decade now, so they did efforts in maintaining their operations and also keep their users. Perhaps having a bit more patience will help...

[BitMaxz]

You may try though... if you contact them there nothing bad can happen...

It seems they donated recently on SimpleX last June so they might have active support under their link connection but I tried it and installed SimpleX and now it's connecting let see if they are going to accept my connection request.

Like icopress said above why would you worry much since their site is functional.

[LoyceV]

why would you worry much since their site is functional.

Because NotATether's support ticket has been ignored for a month. If (I'm guessing here) that's because his transaction is stuck, waiting a month is far too long. A working site just means the server is still running. The moment something goes wrong, it's nice to know there's a human behind it who can take action.

[Cricktor]

Such slow response on tickets is rather disappointing and frustrating, too. Not the best way to treat active customers, unless you want to get rid of them. Or, tell me, what is the bigger picture of a non-responsive service desk or support?

I read through some of the recent post and find some of the assumed excuses for being silent a bit amusing. All support personal being on vacation? What kind of business does this? If this were actually the case, they could at least (automatically) first answer your ticket with "we need a break, are on vacation, don't hold your breath, but eventually we'll take care of your ticket, aloha!".

I'm fully aware that service desk costs money (personal and time), but a serious business should meet some reasonable SLAs, at minimum don't celebrate the art of silence. And frankly, a customer shouldn't need to guess why they have trouble to respond to tickets in a timely manner.

You can be reliable and trustworthy for years with your business but you can also drive loyal customers away quite fast.

[paid2]

Such slow response on tickets is rather disappointing and frustrating, too. Not the best way to treat active customers, unless you want to get rid of them. Or, tell me, what is the bigger picture of a non-responsive service desk or support?

I read through some of the recent post and find some of the assumed excuses for being silent a bit amusing. All support personal being on vacation? What kind of business does this? If this were actually the case, they could at least (automatically) first answer your ticket with "we need a break, are on vacation, don't hold your breath, but eventually we'll take care of your ticket, aloha!".

I'm fully aware that service desk costs money (personal and time), but a serious business should meet some reasonable SLAs, at minimum don't celebrate the art of silence. And frankly, a customer shouldn't need to guess why they have trouble to respond to tickets in a timely manner.

You can be reliable and trustworthy for years with your business but you can also drive loyal customers away quite fast.

Of course it's not always ideal, but in the past, when I was still using other CEX, Coinbase took 6 weeks to answer my ticket, without resolving the problem for another 3 weeks. Wirex several months, with a support team located in India that didn't give a damn.
Only Binance had reactive support, but that didn't mean that the cases progressed quickly...

So how do you expect eXch, which is only taking 0.5 or 1% on most of their swaps, to offer perfect support when big CEXs such as Coinbase already fail to do so? I say this because in normal circumstances eXch has always replied to me within 2 or 3 days maximum, so if, for example, there's a peak in activity and therefore potential tickets, I'd understand that they could be overwhelmed.

I'm prepared to sometimes have to wait for a ticket to be processed if it gives me access to a swap with no log, no account, no kyc, which supports non-profit projects, and which I know will get back to me sooner or later.  

[examplens]

Such slow response on tickets is rather disappointing and frustrating, too. Not the best way to treat active customers, unless you want to get rid of them. Or, tell me, what is the bigger picture of a non-responsive service desk or support?

I read through some of the recent post and find some of the assumed excuses for being silent a bit amusing. All support personal being on vacation? What kind of business does this? If this were actually the case, they could at least (automatically) first answer your ticket with "we need a break, are on vacation, don't hold your breath, but eventually we'll take care of your ticket, aloha!".

I believe that they have not yet fully resolved the issue with the ETH node that they had at the beginning of June. (Around that time, NotATether ran a swap on the exch platform)

Of course it's not always ideal, but in the past, when I was still using other CEX, Coinbase took 6 weeks to answer my ticket, without resolving the problem for another 3 weeks. Wirex several months, with a support team located in India that didn't give a damn.
Only Binance had reactive support, but that didn't mean that the cases progressed quickly...

These are all bad habits of other exchanges and should not be an example or an excuse. eXch pretends to become a serious player as an instant exchanger, so far they were on the right track, but the slow response to the customer is not what they should adopt from other big exchanges.