Q token mark QUADPublic Accountability

Common failure paths

Support Playbooks

When something looks stuck, wrong, stale, unpaid, refused, or missing, start with public evidence and the owning surface. The goal is a clean next check, not a guess.

Bring public ids. Keep secrets, private payloads, private payment details, and sensitive reports out of public channels.

Use A Playbook When

These are the public response paths for common visible failures across Core, Infra, Bridge, Liquid, and the main website.

Stuck transactionA transaction or action is not moving from pending to a visible terminal state. Wrong denomA wallet, quote, route, or receipt shows the wrong unit, voucher, wrapper, or fee class. Unpaid or refusedA quote, upload, passage, or service action is waiting, expired, rejected, or not yet accepted. Stale routeA status page, route, proof, packet, or dependency has stopped updating or has weak freshness. Pending invoiceA payable or receivable is visible, but spendability, admission, or settlement is not proved. Failed uploadAn Infra object, retrieval, contract lane, or receipt path did not finish cleanly. Delayed receiptThe action happened, but the public receipt or proof route is missing, delayed, or incomplete. Provider issueA provider, relayer, endpoint, or work lane shows degraded, disputed, challenged, or blocked state.

Public Case Matrix

Each case should name what to bring, what to check next, and what the visible state does not prove.

The machine-readable version is data/failure-matrix.json. It defines failure classes, evidence to bring, expected public state, recovery shape, and non-inference boundaries.

SituationBring thisNext public check
Stuck transactionTransaction hash, chain or surface, wallet app, visible status, timestamp, and page used.Check Status, error labels, and the owning subdomain. Pending is not proof that funds are lost or that the chain has halted.
Wrong denomDisplayed denom, expected denom, route, receipt or quote id, and wallet label if relevant.Check Wallet labels and Custody map. A display label does not prove spend authority, admission, redemption, yield, or destination acceptance.
Unpaid or refusedQuote id, expected amount, expected denom, public receipt state, and the owning surface.Check Receipts and support and Acceptance paths. A refused or unpaid state is not a sale denial, reward denial, or entitlement decision.
Stale routeRoute id, source surface, destination surface, last update, and stale label shown.Check Dependency map and Proof archive. A stale route weakens the claim; it does not prove admission, failure, or settlement by itself.
Pending invoiceInvoice or quote id, amount class, owner surface, current state, and public status URL.Check Custody map. Payable, receivable, reserved, escrowed, and admitted are different states.
Failed uploadObject id, receipt id, tier or service class, visible error label, and Infra route used.Check Infra verify, Infra failures, and error labels. A failed upload is not proof of payload loss or storage acceptance.
Delayed receiptAction, public id, expected receipt route, timestamp, and the surface that should issue the receipt.Check Receipt guide. Missing or delayed receipt downgrades the claim until the owner publishes evidence.
Provider issueProvider id where public, work receipt, endpoint or relayer label, challenge/refusal status, and visible owner.Check Operator guide and Acceptance paths. Provider state does not create node-earning promises, allocation, or future privilege.

What To Post Publicly

  • Public id: transaction hash, receipt id, quote id, route id, object id, status URL, or refusal id.
  • Surface: Core, Infra, Bridge, Liquid, main website, wallet, indexer, or community route.
  • Visible state: pending, stale, unpaid, refused, expired, duplicate, invalid, unauthorized, degraded, quarantined, recovered, or settled.
  • Exact message: the visible error or status wording, copied without private logs.
  • Expected next step: what the page or route led you to expect.

Keep Out Of Public Channels

  • Seed phrase, private key, recovery phrase, wallet export, or signing prompt content.
  • Private payloads, private customer files, private contract terms, or sensitive account material.
  • Private endpoint configuration, private provider accounts, private payment details, or private logs.
  • Exploit detail, bypass steps, or security reports. Use an approved private reporting path when one is published.
  • Claims that turn testing, joining Discord, running a node, or reporting a bug into ownership, allocation, reward eligibility, or future privilege.

Resolution Labels

End states should be named plainly so the next person can understand the outcome without private explanation.

Recovery drills use data/recovery-drills.json. A drill is not closed until the owner publishes the terminal receipt or result shape described there.

Resolved

The public check now shows the expected terminal state or receipt.

Waiting

The action is still pending a public confirmation, owner decision, payment proof, or route update.

Refused

The owning surface rejected the action or interpretation under its public contract.

Reissued

A replacement receipt or evidence bundle was published without expanding the original proof.

Refunded

A refund state is visible where the owner publishes refund evidence.

Quarantined

The material is held away from admitted state until a later public outcome exists.

Transferred

The case moved to the surface that owns the proof, route, or status.

Cannot verify

The public evidence is missing, stale, incomplete, or owned by a route that is unavailable.

Closed

No further public action is available from the published evidence.

Simple Support Flow

The shortest useful path is owner, id, state, next check, boundary.

1. Name owner

Core, Infra, Bridge, Liquid, wallet, indexer, community, or main website.

2. Add id

Transaction, receipt, quote, route, object, refusal, proof, or status URL.

3. Read state

Use the public label instead of turning pending or stale into a bigger claim.

4. Check route

Open the owning page or proof route that should publish the next state.

5. Bound claim

Say what cannot be verified yet and what private material must stay private.