It’s funny that I can provide the correct confirmation by email, two-factor authentication and PIN, but the website reminded me of “detecting suspicious activity in your account. If it was an attempted hack, we had to temporarily suspend the withdrawal of funds from your account. ” The site requires me to provide my personal information. Is Freewallet.org a wallet? Why does this require me to provide my personal information, such as sharing? I do not want to provide, but I urgently needed my BTC. I don’t have time to talk to them, so I have to compromise and provide Freewallet.org with my personal information.
You are not the first person to complain the garbage wallet. Just search "Freewallet.org" usomg the forum search button and you will see why you should have never used them in the first place. Here is their heavily flagged profile; https://bitcointalk.org/index.php?action=profile;u=1177176 try messaging them an see if you got any chance of recovering that money. Good luck.
Dear customer,
We suggest you to have a Skype call with our specialists from security department.
Best regards,
Peter,
Technical Engineer, Freewallet
You can send your queries to our Bot in Telegram.
Now freewale asks to call me on Skype. First off, I don’t speak English. Secondly, just ask me, I submitted absolutely all the documents. unlock my BTK ...! HELP ! Hi, As we can see, the next Skype call was scheduled for March 10. Please follow the tips of our support team. Thanks. |
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Sorry for my english  Hello, from a friend in chat room, I knew Freewallet.org where I could conveniently exchange cybermoney only by registering. After sent me XMR from Binance 26 Feb. I exchanged XMR -> BTC, the exchange was successful. Hello Josephina, I am sorry for getting back to you late. The verification process may be launched for accounts of our users. We are reviewing the documents provided by you and staying in touch with you via the ticket. |
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I don't trust freewallet team, they can be the real culprits behind these mails, I once lost funds to their crappy wallet and till date I still can't recover it, same as xapo wallet too, once you have problem with log in you are in big trouble
Hello, Did you contact our support team on this issue? May we have your user ID or support ticket number? |
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I have personal issues with freewallet teams themselves, they can't be trusted because their wallet are all online/web based wallets, this means your funds aren't safe since you aren't given any private keys or recovery seed, something tells me that this email issue is from the real Freewallet teams, they are too shady for my liking
Hi Stanlo, Would you tell us more about your issues with our service? Is there any support ticket number or user ID, that we can check? Thanks. |
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Hi Balladtony77,
Following the breach of data of 1.4 millions GITHUB users, many service providers chose to warn their customers of any suspicious logins to their accounts.
These notifications are solely to inform you about login attempts whereas no actual login to your account takes place.
We recommend you to change passwords to your email box immediately.
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I have a story to share, a friend of mine download a freewallet, bad idea right? because freewallet isn't good in the first place, what happened next is after depositing some bitcoin around 80-85$ worth in the wallet he was logged out and till now he can't log in anymore
Hi, there can be a few reasons why your friend can't log in to the wallet. In the first place, we always recommend making sure login information is correct. If your friend reached out to our support team, he must have gotten a reply. Can you please share his support ticket number? |
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[snip]
i would suggest Electrum or MyCelium.
I used this app wallet before when I was a newbie and I am not satisfied with their service because I lost my coins and did not recover. Hi Ryker, sorry to hear your experience was far less than ideal. Do you have a support ticket number? You can also send me a PM and I'll check it out for you. |
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200041 ticket number maybe.
I sent all documents. My passport, selfie, ID, bank statement, screenshots... Its my money, ublock my account. You steal my dogecoins, and you ask each time new and new documents. I sent everything to you, look at the history and check everything. Are you protecting my wallet from me? Or complaints to my wallet? If not, then open a profile and I will take my money and will not work with you anymore. This amount is not the first time on my wallet.
Dear vred2905, We truly understand your frustration. Could you please get back to the support ticket and provide our specialists with the required information? Our security department can unblock withdrawals from your account only after the requested info will be provided. Thanks in advance for your patience and cooperation! |
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I used the wallet for payments, withdrew a large amount of dogecoins to it, then I wanted to withdraw it, and my wallet was banned, they asked for documents, I sent everything, they began to ask for incomprehensible screenshots, I also sent them, as a result, my funds remained in the wallet. Do not use this application . You may not get your money back.
Hi vred2905! Our goal is to secure your transactions. When we offer you to go through a verification procedure, it means we’d like to identify you as the rightful owner of your funds and secure your transactions. During this process, your funds remain untouched and are never moved. Could you please share the support ticket number? Thank you for your understanding! |
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1) I was not offered to create a pin, you just installed it. I did not confirm anything, just when I tried to log into my account I received a request to enter a PIN. Which I do not know.
2) All communication with your experts (dozens of letters) ultimately boils down to the fact that I am asked to send my photos, photos of my documents, other photos. Not only do I don’t want to send such my data to you, I also don’t understand how it is connected with my account: you are not happy with my report, where did the money from the wallet go from, you are not happy with my report where the money was transferred from the wallet but for some reason my photo and photo of my documents supposedly suit you. Is this nonsense? How do you check in my personal photo that the account is really mine?
Dear Viccc, PIN code is a personal information, which you are prompted to create upon your first login session. We have no access to it but we can reset it for you and you can create a new one. The procedure for resetting the PIN code requires providing our specialists with certain information. These photos will help us to verify you as the owner of this account. Please note that no one (except the account owner) has access to it. Thank you for your understanding! |
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Freewallet stole all my funds. After they entered the PIN code feature, I could not get into the account (login and password are correct, I do not know only the PIN code, last visited the wallet to withdraw funds before the PIN code feature in 2018). After correspondence with support (ticket ID is 199302 ) and providing me with all the transaction data (mining from flypool and sometimes transferred to my poloniex), they simply blacklisted me: "... This message was created automatically by mail delivery software. A message that you sent could not be delivered to one or more of its recipients. This is a permanent error. The following address(es) failed: support@freewallet.freshdesk.com SMTP error from remote mail server after MAIL FROM:<here_my_mail> SIZE=62546: host mxa.freshdesk.com [34.197.128.49]: 554 ,Your IP:xx.xx.xx.xx has been blacklisted ..." Hi Viccc, Checking your support ticket, I see that our team is in touch with you following the standard procedure for PIN code recovery. Since you attempted to log in after the PIN feature has been deployed, you were prompted to create a PIN code and then confirm it. We are committed to helping you recover access to your account, please get back to our specialist with the required information to confirm you as the rightful account owner. We sent you an email to follow up, please check your inbox. |
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Hello,
Let us confirm it here that the issue has been resolved.
Why did it take for him to post his issue here to get it resolved? We resolve all kinds of issues no matter if they are discussed in public space or not. |
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Hello,
Let us confirm it here that the issue has been resolved.
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Hi!
Sorry for the delay in getting back to you. Checking your support ticket, I see that the case is currently in progress.
You mentioned passing the KYC procedure in Changelly's platform, however, you never confirmed this information with us. All we received was your refusal to proceed with the verification process. Could you please forward us the email you received from Changelly to confirm you passed their KYC? This would be helpful to resolve the case.
Thanks!
I just forwarded the mail. Got it! I see that our specialists sent you a confirmation email. The operations in your account are back to normal. |
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Hi!
Sorry for the delay in getting back to you. Checking your support ticket, I see that the case is currently in progress.
You mentioned passing the KYC procedure in Changelly's platform, however, you never confirmed this information with us. All we received was your refusal to proceed with the verification process. Could you please forward us the email you received from Changelly to confirm you passed their KYC? This would be helpful to resolve the case.
Thanks!
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Hi ritaconscience, We've checked the referenced transaction out and can see that you've set "Low" priority for it. Let us remind you that this option is behind "Urgent" and "Fast" modes that you could also choose while sending a transactions with us. Don't hesitate to reach out to the support team if you need clarifications! |
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Hi!
Did you reach out to our support team about this? You can choose the lowest commission fee for BTC transactions which will not affect your balance greatly.
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Hi Bitcoinaddicted93, Please check your email, we sent you a reply. The operations in the wallet are back to normal. Thanks for the cooperation, we are happy to assist anytime. |
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After all it is only an online wallet not an exchange
I would say it is exchange pretending to be a wallet. Go trough their trust page and read references.
We feel sorry that this procedure makes you stressful.
Nah, you don't. Why don't you update your exchange and ask your users to provide you id's on registration like every other financial institution which complies with AML and CFT laws is doing? Thanks for making your point. We don't deem "KYC-for-all" to be an efficient approach. Thank you to all the people that answered me..
What I can say it is:
That they pretend by some people kyc and ID, selfie etc etc but them still remain anonymous. In other’s exchange you know the CEO like kraken..
They want by us all ID and proofs but they are happy to keep anonymous ..
It is not a balanced relationship
Well, that is not quite correct to put anonymity of individual against the purported anonymity of the organization. An appointed team member can resign and so long whereas the entity organised and existing under the laws remains to be legit. |
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Hi Bitcoinaddicted93 and all those reading,
Let us note that the thread already has a duplicate in another part of the Forum.
Therefore, we'll have to reiterate our reply here as well:
You are totally right that the process is based on collaboration. We see cooperation from your part and appreciate it.
Once we've received all the documents requested for a proper identification, we'll resume activity on your account.
We feel sorry that this procedure makes you stressful. Please don't worry: we'll do our best to ensure an efficient and smooth compliance.
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