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Sorry to hear of the bad experience. Yes, the app should inform the user of what happened and how to recover. That said, Phoenix is my preferred lightning app, and I will continue to recommend it. In my opinion, it is the perfect middle ground between running one's own node and using a custodial solution.
Not saying this will happen to everybody but when it does, it's the worst experience you can have on Lightning: feeling that your money is gone.
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