Report a problem
How to report a bug or a problem with a pick, a deposit or a withdrawal, and the details to include so someone can check it quickly.
Report problems in the B3 Discord, the B3 Clubhouse server. Many messages are already explained in Fix common problems, so look there first.
A report with the right details lets someone check it quickly, whether it's about a pick, a Drop, a deposit or a withdrawal.
Post in the server's public channels, not in private messages. Someone who messages you privately offering to help may not be from Basement or B3.
What to include
- What happened, and what you expected instead.
- When it happened: the date, the time and your time zone.
- The arena and the round number.
- Your handle, as it shows on the leaderboard or the share sheet.
- Your device and browser, and whether you use Basement from your home screen.
- A screenshot of the message or the screen, if you have one.
Find the round number
Open Bets
Tap Bets to open My bets, your last 50 picks.
Open the replay
Tap Replay on the pick. Replay only shows on picks that won or lost.
Read the header
The top of the replay says Round and the number. The page address ends in the arena and the same number.
For a pick that's still open or was refunded, give the arena and the time instead.
Problems with B3
For a deposit or a withdrawal, also include:
- The Basescan link, if the row has one. Open the wallet's B3 tab and tap the link icon on that row under Activity, or View on Basescan on a deposit that's still on its way.
- Your Basement deposit address. Open Deposit and tap Copy address.
- For a withdrawal, the address it was going to.
- The amount, and what the row says, such as In line or Returned to your balance.
A Basescan link and your Basement addresses are public, so they're safe to share. Never post your email address, a sign-in code, a recovery phrase or a private key.
Problems with your account
If you think someone else got into your account, take back your email account first (change its password), then open Account & security and tap This wasn't me if you can still sign in. Report it either way: someone in your inbox may have added a passkey or a Google sign-in, and only Basement can check. See Account and security.
If you can't sign in, report it and say what's wrong: you lost access to your email, you lost your passkey, your withdrawals are on hold, or you think someone else got in. Leave your email address out of the channel. Basement recovers an account only with proof that existed before you lost the inbox: a passkey saved on the account, or a withdrawal address you confirmed with a passkey, at least 3 days older than the loss. Expect to be asked for it, and for the date you lost access.
Never send your keys
Nobody from Basement or B3 will ever ask for your recovery phrase, your private key or a sign-in code. If someone asks for any of them, even while helping with a report, stop and don't send it. Stay safe covers the other things to watch for.