Warning about CEX.io ghash.io

[Dizzee]

Just thought I'd both share this and (hope they are reading this an do something)

I have an account with cex.io / ghash.io

I have bitcoins in my account.

I smartly set up 2 step verification.

All good yes?
One of the problems with 2 step verification (using the phone app) is that if you swap, lose, or simply upgrade the software on your phone or anything that means you need to re-install the authenticatior app You need to access your account to set it up again. The problem with cex is there is no way to access your account without the authenticator. All my emails to CEX.io have been ignored (to the point where I have no idea if they are receiving them... and of cause it is impossible to submit a ticket without first logging in.

anyway... my experience with cex, enjoy

[defcon23]

cant you reinstall your authenticator app on another phone? that's should solve the problem.. 

[Josef27]

Just thought I'd both share this and (hope they are reading this an do something)

I have an account with cex.io / ghash.io

I have bitcoins in my account.

I smartly set up 2 step verification.

All good yes?
One of the problems with 2 step verification (using the phone app) is that if you swap, lose, or simply upgrade the software on your phone or anything that means you need to re-install the authenticatior app You need to access your account to set it up again. The problem with cex is there is no way to access your account without the authenticator. All my emails to CEX.io have been ignored (to the point where I have no idea if they are receiving them... and of cause it is impossible to submit a ticket without first logging in.

anyway... my experience with cex, enjoy

I'm using Authy and I didn't experiencing this problem because my authenticator tied into my phone number.
Even I changed my phone or upgrade it, I won't lose it unless I lost my SIM card.

Also why upgrading the phone software need to reinstall the authenticator app?

[Dizzee]

I can and have reinstalled authenticator (I could reinstall on another phone but what would be the purpose?).

I use Googles authenticator app http://goo.gl/Jyr3YK

It got uninstalled when I sent my phone off to be fixed and they factory reset it... (but, to best of my knowledge, large OS updates, uninstall many apps and then re-install them automatically as part of the upgrade process, it is a known problem with (some/this) authenticator that it doesn't save the accounts (hence the need for authy?)... I didn't know this at the time... I was not aware of any benefits to using authy, never crossed my mind that un-installing and then re-installing the authenticator app would cause this issue... Josef27, seems silly to need a third partry app to make a security app functional in real world situations?)

http://goo.gl/YUORtK others are having similar issues, sadly the link they supply to googles specific issue is a dead link.

The authenticator does not appear to save accounts. (This whole authentication process is still new to me, so I am finding these problems as they arrive).

To add an account to the authenticator it requires a special code, to get that code I need access to my account... catch 22

[Raimonn]

Try to contact to his comunity manager on twitter, sometimes is faster contact with its community manager than sending mails to support account.

[Dizzee]

I'll try twitter

When I say I have sent 3 emails.. I have waited a week between each email (to give time to reply).

[favdesu]

never had any issues with 2FA.

Google 2FA: you can download paper codes in case something happens

Authy: you can use the chrome app.

If you don't lose your phone number / google account you're pretty much secured.

[Vortex20000]

Customer service at most big places is bad. Generally.

[arallmuus]

It is actually to early to give a warning just because support hasnt give their answer to you yet, you can try to make a new account and ask for help in the chatroom , so that they notice you

just for a heads up if you will use google authy 2FA for the other sites

You can actually set up a the same 2FA in different phones and your computer for safety precautions just incase things like this happen again, as for myself, I got 2 on my phones and 1 in computer for each sites that use 2FA, just for safety if anythings happen to my phone or computer

[dezoel]

same with me, I forgot to backup authenticator and I can't login, so I sent email to support. They ask my balance, GHS, BTC, and last login. I forgot it, and now I leave my account..

[ndnh]

I don't even remember my password actually.  
May be a few cents left. And I never set the 2FA. (Always had to click "skip", "confirm" and stuff while I login)
since I already hated 2FA by the time.

I think 2FA is not actually worth it. I never got hacked yet, but setting 2FA has locked me out around 3 times till now.. and 2 times the account (not CEX.io) was lost.

[dezoel]

I don't even remember my password actually. 
May be a few cents left. And I never set the 2FA. (Always had to click "skip", "confirm" and stuff while I login)
since I already hated 2FA by the time.

I think 2FA is not actually worth it. I never got hacked yet, but setting 2FA has locked me out around 3 times till now.. and 2 times the account (not CEX.io) was lost.

3 account loss because 2FA ( not only cex.io ), exchange with some coin and cloudmining...

[Dizzee]

same with me, I forgot to backup authenticator and I can't login, so I sent email to support. They ask my balance, GHS, BTC, and last login. I forgot it, and now I leave my account..

how long you have to wait?

[rammy2k2]

They reply to me somewhere around 2-3 hours for my tickets, always.

[bitboy11]

I trade on Cex and I've had some difficulty logging on in the past due to their 2-factor login authentication. I reported the issue on their blog since I couldn't sign in to their Support Centre. Within 2 days, an administrator replied asking me to send an email from the address I signed up with and to provide as many details as I could about the account, such as balances, account creation date and so forth. They then disabled my 2-factor settings for me. Perhaps you should try this.

[SirChiko]

Customer service at most big places is bad. Generally.

I can confirm that, but it's more of company uncompatibility as they have too small support team and too many customers=backlog.
I don't think it would be so hard to hire few more workers for this and make customers satisfacted and always comming back, not leaving after first problem cuz customer support is busy.

[Dizzee]

I trade on Cex and I've had some difficulty logging on in the past due to their 2-factor login authentication. I reported the issue on their blog since I couldn't sign in to their Support Centre. Within 2 days, an administrator replied asking me to send an email from the address I signed up with and to provide as many details as I could about the account, such as balances, account creation date and so forth. They then disabled my 2-factor settings for me. Perhaps you should try this.

I'll try that
any particular blog or just any random blog?

[defcon23]

Have you tried to send an Email to their support service ?, and sign a message with the bitcoin adress you're using on ghash.io , to prove you're the owner of this account ,  and then request a reset of your 2FA  

[rammy2k2]

Customer service at most big places is bad. Generally.

I can confirm that, but it's more of company uncompatibility as they have too small support team and too many customers=backlog.
I don't think it would be so hard to hire few more workers for this and make customers satisfacted and always comming back, not leaving after first problem cuz customer support is busy.

Actually thats not true at all, cex have the best support team i know ; they always reply in 10mins to 3 hours.

[Dizzee]

Customer service at most big places is bad. Generally.

I can confirm that, but it's more of company uncompatibility as they have too small support team and too many customers=backlog.
I don't think it would be so hard to hire few more workers for this and make customers satisfacted and always comming back, not leaving after first problem cuz customer support is busy.

Actually thats not true at all, cex have the best support team i know ; they always reply in 10mins to 3 hours.

NOT!

Have you tried to send an Email to their support service ?, and sign a message with the bitcoin adress you're using on ghash.io , to prove you're the owner of this account ,  and then request a reset of your 2FA  

I have sent 1 email a week for 6 weeks to support@cex.io

and not received a single response