Just a quick announcement,
Grams/Helix has expiring reload addresses, which means any bitcoins you send to them after they expire are lost... or at least that is the policy we put on our website. But we understand mistakes happen or for some reason the payment is sent later than expected. That is why our support staff has all been willing to find lost coins and return them to the rightful owner fast and efficiently. We do this by first checking our bitcoin wallets to make sure we actually received the bitcoins and then checking the database to verify they were never credited. This system works good and has made it so no users have lost their bitcoins going through helix.
Every hour Grams deletes all record in the database that are older than 7 days. This is a security feature to make sure if for any reason our db was compromised or seized there would not be any records older than 7 days to link any users to the original bitcoins.
A problem has come up lately where users are claiming they are missing bitcoins from a transactions that was sent over 7 days ago. Any transaction sent over 7 days ago are impossible to verify if they were credited to an account since the records would have been deleted. Normally I have been giving the users the benefit of the doubt and crediting the "lost" bitcoins back to them. Due to an influx of these over 7 day "lost coins" complaints recently . I have determined some of the users are using this little loophole to get free bitcoins. For that reason I must start fully enforcing this policy. I think 7 days if more than enough time for our users to figure out if they are missing bitcoins or not. So from now on...
No bitcoins will be recoverable 7 days after the transaction takes place!
This is not a new policy but one that will now have to be enforced. I think it is fair for everyone.
Thank you for you time. -GramsAdmin
Flaired this as PSA