Bitcoin Forum

Thankfully they are honest - read for details, don't forget your trading password unless you want a real hassle.

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I deposited some XMR to convert to Bitcoin on KUCOIN last night.

Everything went OK until I tried to withdraw.  There is a "trading password" (I must have confused it with normal 2FA because I have no idea what it is) they put on my account.

Before I can withdraw, I must change the "trading password."

To change the "trading password" you are supposed to send them a photo of the front and back of a government ID, along with a photo of you holding the ID along with their code, the date, and your signature.

I have done this THREE TIMES and every time I receive a form letter telling me it is wrong and they will not let me change the password.  They never say WHAT is wrong, just that it is incorrect.

This is obviously just a way to steal from people.  

Stay away from this exchange, it's horrible.

It happens. Most centralized exchanges are using identity verification software which is nowhere near accurate. (This has been discussed in: Frustration with third party KYC services in crypto platforms (https://bitcointalk.org/index.php?topic=5359487.0)) I don't think they're straight up scamming you.

I suggest trying this. They had the same problem as you

Yeah, that's one of the few idiotic features of Kucoin, which I wish they'd just get rid of (having separate main and trading accounts is another).  If I'm not mistaken, though, you must have set up a trading password when you registered your account, and I don't think they would have just assigned one to you.  Do you remember entering anything like that?  I forgot it once when I hadn't logged in for a long time, but I was able to recall it eventually.

Not having a good enough pic has also happened to me on multiple exchanges that I tried to register on, and I think the pic you send these places has to be of such high resolution that you'd need a super-duper-high-def camera just to satisfy them.  It's bloody ridiculous if you ask me--but I'm surprised that Kucoin is asking for that, since they're one of the very few exchanges that's basically non-KYC.  Maybe it's different because of where you live, but I doubt it.

Don't give up, because Kucoin has pretty decent customer service and most issues can be resolved without much hassle.  Read what Potato Chips quoted and try going that route or something similar.  Hopefully Kucoin will be flexible.

It's only 6 digits... No recollection of what it might possibly be? Have you tried your birthday??

They didn't put it on your account, you did.

I've had a KuCoin account since 2017, never had any problems with them. Even with XMR. Never asked for KYC info. But then again I never forgot my trading password...

Thanks for the advice.

They make the trading password so confusing, I am not the first to mistake it with 2FA then forget it.

As quoted by Potato Chips. Try to reach out to Kucoin and explain to them that you're not willing to go through the KYC process and ask them if there is another way to gain access to your funds since you have both your email and 2FA, they should then ask you to provide the screenshots I mentioned.

I wouldn't give up on it if I were you, I know people who were from the OFAC list and still managed to withdraw their funds from Kucoin.

Kucoin customer support is nonexistent.  I messaged them last week, they just sit on it.  No response, no help, no nothing.

How come it be false of Kucoin when you have forgotten or messed with your trading password. It's for the security of your account. Anyone with your account can't simply withdraw the money. If they are saying something is wrong, I believe something is wrong from your side. Did you try to check out their Telegram channel? That may give you a better solution for the process of submitting the documents. I'm having hard times with my face verification on Binance while others have done that pretty easily.

As told by The Pharmacist, there's a chance that you might not be passing the third party verification either due to having blurred images or some issues with the software itself. If their live chat is not replying you, tech-support@kucoin.com is the email you should contact them through, as well as also submit a request here - https://support.kucoin.plus/hc/en-us/requests/new

If these two doesn't work at all, try taking this to their Twitter handle @kucoincom (https://mobile.twitter.com/kucoincom) (don't share any personal details or passwords or anything like that over there).

Remember that once your trading password has been reset, you won't be able to withdraw till 24 hours have passed.

Have you tried their live support?

They seem to be quicker compared to most exchanges


Then what's the use of 2FA?

The way Kucoin takes the trading password too seriously in a way that one has to submit KYC in order to reset it is so annoying. Why shouldn't they make the resetting process as easy as that of the password?

After all, it's just a password.

They have a thread here on the forum. You should express your problem over there, it will get more attention. One of their representatives just posted yesterday:

https://bitcointalk.org/index.php?topic=5163269.240

They're not perfect but the odds they are trying to scam you are near non-existent.

Been trading on Kucoin for three years now no issue at all, you are the only one that has this issue as far as I know there could be a reason why they ask you to change your trading password, in my experience you should be the one that will set up the trading password it's a six-digit and they usually ask you to set it after you open an account, maybe because you have used up all attempts that they asked you to do KYC, it is your side of the story, hopefully, a Kucoin representative could go here to enlighten us.

By the way, you should also post screenshots and conversations you can do that by following the right format, there is no amount either, so far your thread is speculation without these proofs.
 

I explained that I confused the 2FA with the trading password, try reading the thread before commenting. "They" aren't asking me to change any password, I need to change it.

Another day gone by after filing a ticket, zero response.  Their "live chat" has no live people, just a bot as far as I can see.

With my email and 2FA I should be able to change any password associated with the account.  This is ridiculous.

Here is what they send:

"Dear KuCoin User,

Your request (1017733 has been received. Our agent will reply in 24 hours.

Note: If you cannot receive our reply within 24 hours, please kindly check your email spam box or filters. Our messages may be identified as a spam. Please adjust your email setting to ensure the messages can be properly delivered."

No agent actually responds, it's just a form letter:

"Dear KuCoin user,
 
Thank you for contacting KuCoin Support team. This is Emilia, the customer service in KuCoin, and I am glad to serve you.
 
Please be aware that we have received your request, however, it will take a little bit of time for us to reply to your email. To avoid delays in resolving your issues, please refrain from submitting multiple tickets. "

Great customer service.  I got that latest from Emilia last week.  No further contact.

Kucoin reddit mods (https://www.reddit.com/r/kucoin/) can escalate your ticket number for you. But do beware of impostors, always verify who you're talking to and don't give more than your ticket number.

For their live chat, were you able to get yourself in the queue?

No, there is no queue I could find. It's just a bot repeating the same thing.

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Thanks, I was responding to the guy who can't read, not you.

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OK... for everyone who says what a good exchange this is, I just joined their Telegram and posted my issue.

I was banned in seconds.

No response on Reddit.  No response on Twitter.

But it's all my fault for being confused about a second password.


[moderator's note: consecutive posts merged]

How come you were banned in telegram? I remember I had a problem with my account also before in kucoin, so I joined their telegram and sent a pm to one of their admins (make sure it is one of their official accounts). And they did reply. But don't post your problem directly on their chat because there will be fake kucoin admin accounts that may send you pm, trying to help you but they will screw you for giving fake instructions.

Have you tried the option that nutildah suggested? Post on their thread in the forum or send pm to the admin. I don't think kucoin will intentionally scam you. I have no problem dealing with this exchange also.

Kucoin and coindeal are scammers we only lose our time trying to get our money from them

Just tried it. Quick rundown of how it went for me

1. Selected the corresponding categories
2. When asked to rephrase the problem, i typed in "i want to change my trading password"
    I first tried "i forgot my trading password" but it didn't register
3. Then I was asked if the issue is resolved. I chose "No"
4. Queue form popped out.

https://i.imgur.com/sVFrER1.png


If you don't mind revealing the reddit account, we can help with the upvotes.

I might as well ask, did you try this?

https://i.imgur.com/5WQQoLl.png

I have posted on their thread in this forum.  I stated the ticket # at the very beginning of the post, then was asked for the ticket #.  No message from them yet, no resolution.

I have no idea why I was banned.  It happened seconds after I posted.

At this point it doesn't matter if it is intentional or not.  The customer service is horrible and will not let me change the damn password and withdraw my money so it may as well be a scam.  It's the same result.

Thanks, waiting now...


UPDATE: FINALLY!  I was able to reset it.  Praise the Lord!  Kucoin is no scam but they are sometimes difficult to deal with.

Thanks to all who posted and tried to help.

They are not difficult to deal with they just want the real owner trading in their platform, what you've gone through is a verification process from now on take care of your trading password and try to understand the side of the exchange, they are a well established exchange and they are not going to ruin for that amount.

To ensure the more security Kucoin made the feature is annoying. For example putting trading password in every trade or to withdraw money. I think email verification to withdraw money is enough. Trading pass, two wallets, these are really very weird to me.

And the worthless thing is asking KYC to change the trading password. Which is not expecting from Kucoin.

Every exchange has its own way to protect its member's account, I have one exchange where you need three kinds of verification before they allow you to withdraw your account like email, text, and 2FA.
I'm glad that OP has resolved the issue, I'm also trading on Kucoin to make it easy I have the last 6 digits of one of the phones as my trading password and no one among my relatives and phones know the number of my phone it's the one phone I use for verification.