Change e-mail in MERCATOX long wait no results

[sang880]

Hello everyone,

I'm experiencing some issues with Mercatox.com. On August 23, 2023, at 15:58:29, I opened a ticket to change my email address. I provided them with the requested information and pictures, answered their questions, and everything seemed fine. However, my request has been forwarded to the Security Department, and I've been waiting for days on end without any updates.

In the past 34 days, I've reached out to them with 10 different inquiries, and the response is almost always the same: 'It's in a queue, we apologize for the long wait, and we'll inform you when it's changed.' I keep receiving the same response repeatedly, and I'm unable to use my old email address.

Is it normal for Mercatox.com to take this long to change an email address, or is there a possibility that they are attempting to defraud me of my funds? What steps can I take to recover my funds, given their less-than-ideal treatment of their users?

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[OmegaStarScream]

Is there any reason why you're using them? There are plenty of good alternatives out there.

But to answer your question, it doesn't look like you're the only person having issues with them. The Trustpilot reviews[1] should give you an idea about the type of exchange you're dealing with here.

[1] https://www.trustpilot.com/review/mercatox.com

[JeromeTash]

Care to tell us why you are still using this platform, yet we do have a number of much better and popular alternatives?
I have an abandoned account in Mercatox, but honestly I see nothing good about this exchange. From the poor User interface to the low liquidity in the orderbooks.

Worse still, why did you leave funds in the exchange when attempting to change an email address? You now have no choice but wait until they sort you out, that is, if they don't scam you.

[joniboini]

What steps can I take to recover my funds, given their less-than-ideal treatment of their users?

I don't think we can help you directly. Maybe the only thing you can do is make noise on social media. I've seen similar threads about the same issue, not limited to Mercatox, and most of the time OP can only make threads on Reddit or Twitter. You can request help from popular accounts although the chance to get their notice is quite low. You can also try to make a scam accusation if the service you used has a presence on this forum, but if they don't give a damn about it then it can't be helped.

[Husires]

In the past 34 days, I've reached out to them with 10 different inquiries, and the response is almost always the same: 'It's in a queue, we apologize for the long wait, and we'll inform you when it's changed.' I keep receiving the same response repeatedly, and I'm unable to use my old email address.

If it is not a fraudulent platform, then the most likely reason for this is that you logged in from a new IP address or deleted the cookies. If you can log in from an old IP without a VPN, your problem may be resolved faster, but 34 days is enough to solve this problem.
If you have assets on that platform, use Reddit and make noise there reply faster than here, else move to an alternative exchange.

[Potato Chips]

I looked into their support articles and the only instruction for changing email is opening a support ticket in support.mercatox.com (no account login!) and submitting loads of information lol-- pretty much matches op's description, see: https://support.mercatox.com/knowledgebase.php?article=12. Perhaps OP is trying to get the funds they left ages ago?

So @OP, by "and I'm unable to use my old email address", do you mean you can't login from the start hence the change of email request or you could at the beginning but old email was later revoked after you sent your request to mercatox? if it's the former, are you sure there is no way of recovering your old email? cause that might be faster.

[livingfree]

I guess that you've got some altcoins that are only found there and you just can't leave it yet and that's why you're using it. Either you're aware of how bad the exchange was or you really have no idea on it because they're the only exchange that are supporting the altcoins that you have there.

What steps can I take to recover my funds, given their less-than-ideal treatment of their users?

We can't help you on that but the continuous noise you do for making new tickets could alert them and give you the solution that you're waiting for.

[sang880]

I opened my account several years ago, and everything was fine. Due to some personal issues in my life, I became inactive for several years. I lost access to my email, and unfortunately, it got deleted, making it impossible to recover or re-register. When I reached out for assistance, they asked for information like my account balance, the cryptocurrencies I used, a photo of me holding my ID with the current date, and I promptly provided all of this information on the same day.

However, since then, I have received responses that only say, 'Please wait, your request is in a queue and will be processed soon.' More recently, the messages have been along the lines of 'Your complaint has been forwarded to the security department, and we hope it will be processed soon. We apologize for any inconvenience.' They haven't mentioned any issues with my information, IP address, or other potential problems.

[joniboini]

However, since then, I have received responses that only say, 'Please wait, your request is in a queue and will be processed soon.' More recently, the messages have been along the lines of 'Your complaint has been forwarded to the security department, and we hope it will be processed soon. We apologize for any inconvenience.' They haven't mentioned any issues with my information, IP address, or other potential problems.

Sadly this is just the norm if you use a centralized service. They have to make sure they don't recover your account to a scammer hence why the process can take quite long, but definitely not as long as months or years (assuming they are not scammers in the first place). If we assume they are not scamming you, there is a chance that there is a queue, or maybe they lost your data too and are trying to recover it from their backup servers. Who knows.

There is nothing you can do except be patient, and make a post on social media as mentioned above. It might give them pressure to process your issue faster, albeit the chance is low. CMIIW.

[sang880]

Yeah, they are Ukrainians from chicken farms, so I can't have high expectations. They rip off what they can. It's so sad that they are still online. I advise everybody never to use this exchange; it's just a scam now.

[Apocollapse]

Yeah, they are Ukrainians from chicken farms, so I can't have high expectations. They rip off what they can. It's so sad that they are still online. I advise everybody never to use this exchange; it's just a scam now.

Sad to hear that @OP, I suggest you should create a scam accusation against them by providing the evidence you have because they have an account in this forum MERCATOX but they only get a negative feedback without any flag.

If they get more negative feedback and active type 3 flag, it will make everyone who made research will know if this exchange must be avoid.

[Bitcoin_Arena]

I saw this message on their Telegram New channel

Confirmation mail issues resolved

Dear users!
Please be informed that the mail server maintenance work has been successfully completed.
The problem with sending emails is completely resolved.
Service is fully accessible.
Good luck in the forthcoming trades.
Mercatox team

sang880 please check and see if your issue has been resolved. I think their mailing system has been having technical issues and took them a long time to work on it or rather update us about the new developments.

[Yamane_Keto]

Sad to hear that @OP, I suggest you should create a scam accusation against them by providing the evidence you have because they have an account in this forum MERCATOX but they only get a negative feedback without any flag.

If they get more negative feedback and active type 3 flag, it will make everyone who made research will know if this exchange must be avoid.

There are no scam accusations, the user has not reported a loss or the inability to login, he can access his account but needs to change the e-mail due to the loss of access to the old email.

Some exchanges are slightly strict when you cannot reach the old email, even after providing the necessary data, they are a little late to ensure that every things is Ok, a week or two is enough to solve this problem and contact them every week.

If they do not respond within two weeks, consider using alternatives.

[sang880]

It has been 65 days since I submitted my request to change my email address. My support ticket remains open, and I continue to inquire about the status. Regrettably, the responses I receive follow a familiar pattern, such as: 'Your complaint has been forwarded to the security department. We will notify you as soon as the change is made. We sincerely apologize for the prolonged wait.'

On the initial day, they asked me 2-3 questions and requested a selfie with my ID and a piece of paper displaying the current date. I promptly provided the necessary documents and answers. However, since then, I haven't received any new questions or updates. I am simply urged to wait patiently.

Moreover, I have been facing difficulties reaching them via email. When I open a new support ticket, I consistently receive responses from the same individual. Unfortunately, I cannot log in to my account as my old email is no longer functional.

[Yamane_Keto]

Moreover, I have been facing difficulties reaching them via email. When I open a new support ticket, I consistently receive responses from the same individual. Unfortunately, I cannot log in to my account as my old email is no longer functional.

At best, they have very bad back-end programming that makes the ability to change the email address require permissions form limited individuals. At worst, they are scammers and may misuse your ID and a piece of paper displaying the current date (they may use it to verify identity for other services).

In any case, stop sending them more data, as the data you sent is sufficient to verify you, especially if you have not changed the IP and cookies.

[Bitcoin_Arena]

It has been 65 days since I submitted my request to change my email address. My support ticket remains open, and I continue to inquire about the status. Regrettably, the responses I receive follow a familiar pattern, such as: 'Your complaint has been forwarded to the security department. We will notify you as soon as the change is made. We sincerely apologize for the prolonged wait.'

Absolutely depressing to a customer!

I thought when they issued the update about the restoration of the email issues after successful maintenance, they had worked on your problem too. I guess I was totally wrong, and the issue is they have only one media of getting in touch with the support. The other social media links are just info and news channels.

If you ever manage to get your funds out of there, just delete your account off mercatox platform