Poloniex cannot change the email address assigned to an account

[semobo]

Email Address

Due to security precautions, it is not possible to change the email address that was used to create your account at the time of registration.

If you have access to the email you'd like to switch, simply create a new Poloniex account and transfer your funds from the original account to your new account.

Well, that's the current version of the TOS. The account was created 19-October-2016 at at 21:31 CET.  The TOS at account creation time was this: https://web.archive.org/web/20161008181523/https://poloniex.com/terms/.

There is nothing in there that the Email address assigned to an account cannot be changed.

I totally understand under security aspects that they are denying to change the assigned email address if the owner cannot proof the ownership. But they are not even have a process to do so and explicitly exclude this in their current version of the TOS.  BTW: the quote above wasn't even in written in the TOS version 21-January-2020.

They are not changing TOS, they are just updating it which means every user who created accounts before the change of ToS should agree the terms for continuous usage, so you can't argue with poloniex with this point.

[J1mb0]

At the end of 2017 a friend of mine even had his account deleted completely on this exchange without any notice.
The email he used could even be used to sign up for a brand new account, he tried to contact support but ended up receiving nothing.

[janggernaut]

This is not a appropriate section, move to exchange section would be better.

Have been using Poloniex since 2015/2016 until now, never had any single issue. But about email changed request,yes we can't change our email. I have tried it too but it seems too complicated so i decided to not change my email, fortunately i still have access the old email.

[Lordhermes]

Have been using Poloniex since 2015/2016 until now, never had any single issue. But about email changed request,yes we can't change our email. I have tried it too but it seems too complicated so i decided to not change my email, fortunately i still have access the old email.

I think poloniex is strictly avoiding theft on their customers account, in the other way round, it shouldn't have been a problem changing to new mail on poloniex, I have changed my email on Binance once but wasn't complicated. If a customer looses old mail, a customer looses account if logging in requires verification number from mail?

[Myleschetty]

I google the exchange to be sure what was said about and the impression I have are bad.

There's a lot of problems with this exchange in the past years, and from being on top now they are on the top 14 position but it doesn't mean that its a total scam, you have to do more research about it and don't believe on google easily, collect more sources.

You are right and I don't say they are totally a scam exchange but an exchange that a history accusation as said by mk4 can still do the same in the future cause if they can do it before, they can still do the same in the future.
the best thing is to avoid such exchange, isn't using an exchange someone trust was the giving advise?

[Dhoe]

Without you can access to your email how come Poloniex can change your email account, if you want to change email on poloniex you have open poponiex account and make verify for change email with new email account, you need to input code on poloniex account and confirm on old email, if you loss access with your email I think impossible to change email address on poloniex.

[palle11]

This is surely showing that email is important. It is better saving your email and password in a safe place . When I open an account whether on social media or whatever platform, is better you save your data passwords to avoid issues of such.

[royalfestus]

Whenever I hear about Poloniex, pretty much 90% of what I hear are bad news.

Just screw that exchange altogether, and just move to Binance or FTX if you need an exchange with a good number of trading pairs.


The Trading Discussion section is probably fine, but this would probably be more fitting in the Service Discussion[1] section. The move option is near the bottom left corner of this page.

[1] https://bitcointalk.org/index.php?board=85.0

I dont think the exchange can be blame for user's loss of email address and access to the exchange account. The email address is as important as the access to exchange which I think anyone can claim the exchange with such excuse.

[bandungan]

actually it is natural for an exchange to ask for exchange verification to change the email because we know verification is very much needed at this time. but if you have no large assets on Poloniex you can switch to another exchange such as Binance. but if there are assets that need to be saved you can try to do these steps and take your assets and leave the exchange

[doomloop]

There is a difference between losing your email and losing your password or maybe something else. Email is like the most important part of everything you’re doing online so you should be very careful about it so not to lose access at all. I experienced something similar with another platform, and it happened that I activated the tow factor authentication and lost the phone number that I used to activate the two factor authentication and I had to use my email to verify to them that I am the real owner of the account and that’s how they were able to verify and then switch off the two factor authentication that was on my account and I was then able to login with just my password.

Assuming I had no access to my email and I was contacting support and telling them to change my email and my phone number and deactivate the two factor authentication, how do you think that sounds lol?. Unless maybe you did some kind of KYC on their platforms, that would be one way to verify that you’re the one owner of the account.

[trigger1975]

There is a difference between losing your email and losing your password or maybe something else. Email is like the most important part of everything you’re doing online so you should be very careful about it so not to lose access at all. I experienced something similar with another platform, and it happened that I activated the tow factor authentication and lost the phone number that I used to activate the two factor authentication and I had to use my email to verify to them that I am the real owner of the account and that’s how they were able to verify and then switch off the two factor authentication that was on my account and I was then able to login with just my password.

Assuming I had no access to my email and I was contacting support and telling them to change my email and my phone number and deactivate the two factor authentication, how do you think that sounds lol?. Unless maybe you did some kind of KYC on their platforms, that would be one way to verify that you’re the one owner of the account.

As said in my OP – I'm not blaming them for my stupidness but for the lack of any process to recover from here.

I have withdrawn quite some coins in 2016 and 2017 from their site and I can sign any message with all those addresses which were directed to my wallets.  I have email copies of my account registration as well as deposit and withdraw actions.

I have had the same issue with another service some time ago and sure it was a good amount of effort to fully meet their process until my account was recovered, but eventually it was recovered and still it was secure process.

[magneto]

Remark: Not sure if this is the right board for this.  So if this matter fits better into another board, I ask the mods to kindly move it to where it better fits.  Thanks!

I have a Poloniex trading account since 2016.  As I was focusing on trading Forex since 2017, I have not logged into that account since then.

In the meantime, I have lost possession of the email address I have used to create my Poloniex account.  I wanted to re-loggin now to my account so I've reached out to Poloniex Support to change the mail address so I can log in again.  Indeed I was awaiting some sort of owner verification to assure I'm the owner of that account.

But, as it seems to be rocket science for Poloniex to change the email address of an account, I am not able to get back access to it.  They say, it's just not possible to change the address assigned to an account. So I'm losing access to it and therefore losing all my trading history.  I even cannot check by myself if I have left any (small) funds in that account.  I have to trust them saying no funds left.   

Sure it'd be my – and only my – fault if there are funds left. I'm totally accepting my own responsibility.  That's not the point … But as long as the exchange is still in business they shall have some sort of account-recovery with owner verification process to get back access to the owner …

So beware: don't ever lose possession on an email account you might have used for any exchange …

Legally, YOU are the owner of the account. Not the email addressed associated with the account.

That alone should be enough reason for them to at least take you seriously. Changing an email account is a minor admin issue that any competent customer service team should be able to do.

But to be frank, polo has been going downhill ever since they decided to remove legacy accounts and anonymous trading - virtually nobody prefers them over Binance now.

[trigger1975]

Legally, YOU are the owner of the account. Not the email addressed associated with the account.

That's my understanding as well.

That alone should be enough reason for them to at least take you seriously. Changing an email account is a minor admin issue that any competent customer service team should be able to do.

But to be frank, polo has been going downhill ever since they decided to remove legacy accounts and anonymous trading - virtually nobody prefers them over Binance now.

Yep. I'm accepting their statement as I think to remember, that there is really no fund left in that account. But I'm drawing my conclusions based on the experience with their support on this matter. Let me put it that way: I'm surely no satisfied customer anymore and even if their going to be better in future, it'll take'em pretty hard work to get back my confidence.

Polo and Binance are two completely different worlds