MtGox yubikey policy

[Emery]

What does MtGox's terms of service say about yubikeys?

Mt. Gox shall not replace any key lost by a Member.

So what happens if you lose one?

We also reserve the right to cancel unconfirmed Accounts or Accounts that have been inactive for a period of 6 months or more, or to modify or discontinue our Site or Platform. Members agree that Mt. Gox will not be liable to them or to any third party for termination of their Account or access to the Site.

The fact is MtGox has no clear policy on accounts with yubikeys. The terms of service do not seem to clarify the meaning of "inactive", "cancel account", or "termination of account". If you lose your yubikey, MtGox might be nice and violate their own terms of service, or they might repeat "We apologize for any inconvenience caused" until your six months are up.

If you do have an account with a yubikey take your money someplace with competitive service policies in place as fast a possible, lest you get robbed like me.

[casascius]

What does MtGox's terms of service say about yubikeys?

Mt. Gox shall not replace any key lost by a Member.

So what happens if you lose one?

You pay them for another one, I guess.  This to me reads like "if you lose it, we're not paying to replace it".

It's not like they just say "sorry, you're forever locked out".  IIRC, their policy was you could order another key and pay for it with funds out of your account, and there had to be no logins on your account between the time you bought a replacement key and the time you used the new key to log in.  That's pretty different from "sorry thanks for your funds".

We also reserve the right to cancel unconfirmed Accounts or Accounts that have been inactive for a period of 6 months or more, or to modify or discontinue our Site or Platform. Members agree that Mt. Gox will not be liable to them or to any third party for termination of their Account or access to the Site.

The fact is MtGox has no clear policy on accounts with yubikeys. The terms of service do not seem to clarify the meaning of "inactive", "cancel account", or "termination of account". If you lose your yubikey, MtGox might be nice and violate their own terms of service, or they might repeat "We apologize for any inconvenience caused" until your six months are up.

If you do have an account with a yubikey take your money someplace with competitive service policies in place as fast a possible, lest you get robbed like me.

Common sense suggests to me that "inactive" means you aren't logging in, "cancel account" means you can't log in anymore, and "termination of account" means roughly the same thing.

[Emery]

Mt. Gox shall not replace any key lost by a Member.

So what happens if you lose one?

You pay them for another one, I guess.  This to me reads like "if you lose it, we're not paying to replace it".

If only it were that simple. You see they replaced mine at no cost to me, then said they couldn't send one at all. One way or another, they did not follow their terms of services, but instead made stuff up as they went along.

Thank you for contacting us. Please be aware that in cases of a lost Yubikey, we can only resend a new Yubikey to the same address as before due to security reasons. We will request our management group to unlink your Yubikey from your account. Unfortunately, we can not issue a refund since you did not pay for the replacement Yubikey which was complimentary from us.

First they told me they'd send it to a new address, it gets refused at my old address, then they wont send it back again to the old address.

My point is it's really not safe to assume MtGox's inconsistencies in services and policies will work out in your favor.

[Mt.Gox_Support_Natalie]

Hello Emery,

Your case is being handled by a support agent.  According to our policy, the Yubikey can be resent to a new address only if you are able to provide a valid reason why you have changed the address from the first order and that you currently reside at the new address.  This is to ensure the security of your account. 

If you do not wish for the Yubikey to be resent, you may request the Yubikey to be unlinked by providing details of your account that you are the owner of the account.  After we review that and can confirm that you are the owner of the account, our developer can unlink the Yubikey from your account.  Then, you can login to your account and withdraw your funds. 

Please get back to us at the Support Desk for further assistance.

[niko]

Fortunately for everyone, gox users who have no problems with the service do not start threads on this forum to talk about the fact.

In any large group of users there will be special cases where people get hurt by rules that are otherwise sensible and protect the interests of the majority of users. The role of customer support is to be responsive and work out solutions in these exceptional situations. From what I see, this is exactly what is going on. Hope everything works out fine.

[rjk]

Yup, my Yubikey is working great. I'm not stupid enough to lose it, and it is almost impossible to break, so I have nothing I need to worry about.