Poloniex Did not reply to my Ticket for more than 6 days

[Vitaly12]

Hi

Just want share with you a very bad type of service on Poloniex

My phone was restored and now i can't retrieve the 2 factor authentication code which is enabled in my account.

Unfortunately, I didn't saved the 16 digit code.

It should be a very easy case - they should by able to restore the 16 digit code by verifying my identity.

But for more than 6 days they didn't reply to my Ticket - This is unacceptable situation that also cause me some loses.

Ticket Number #214008

Does anyone have ideas on how to act in this case?  Is there a specific authority that control Poloniex ?

Thanks

[1714044899]

1714044899

[1714044899]

1714044899

[1714044899]

1714044899

[1714044899]

1714044899

[Vilrex]

did the eventually respond you? share us what happened because i have a similar problem.

[FlamingFingers]

That should be a common thing on most exchanges – bad customer support service. I have a ticket that is sitting there for 11 days with no respond, it was about a depositing issue, which has resolved itself (I believe); yet no respond from the support team.

[piloder]

Just want share with you a very bad type of service on Poloniex

My phone was restored and now i can't retrieve the 2 factor authentication code which is enabled in my account.

Unfortunately, I didn't saved the 16 digit code.

Poloniex support system really sucks this days but in your case I think you are the one who have made a huge mistake. You should backup your 16 digit code at the time of 2FA activation.

Hope they will respond you back at some point but don't expect to get this solved fast these days where they are handling 1000+ support ticket per day.

[ethereumhunter]

Hi

Just want share with you a very bad type of service on Poloniex

My phone was restored and now i can't retrieve the 2 factor authentication code which is enabled in my account.

Unfortunately, I didn't saved the 16 digit code.

It should be a very easy case - they should by able to restore the 16 digit code by verifying my identity.

But for more than 6 days they didn't reply to my Ticket - This is unacceptable situation that also cause me some loses.

Ticket Number #214008

Does anyone have ideas on how to act in this case?  Is there a specific authority that control Poloniex ?

Thanks

i think they will give the answer but you need to be patience because poloniex support system is really slow respond for each of problem. your problem is only can be solve by poloniex support system because there are any requirement that you need to completed and after you completed, you need to waiting again.

[Catmony]

That should be a common thing on most exchanges – bad customer support service. I have a ticket that is sitting there for 11 days with no respond, it was about a depositing issue, which has resolved itself (I believe); yet no respond from the support team.

Many people can't just wait patiently for few more minutes to get their deposit/withdrawal processed and create new ticket every time they experience delay of few minutes, this is increasing number of tickets per support staff have to go through. This will delay response to the needy ones who have real/actual problem and also account verification process there have been delayed due to huge amount of support tickets they are getting.

[cpfreeplz]

That should be a common thing on most exchanges – bad customer support service. I have a ticket that is sitting there for 11 days with no respond, it was about a depositing issue, which has resolved itself (I believe); yet no respond from the support team.

Many people can't just wait patiently for few more minutes to get their deposit/withdrawal processed and create new ticket every time they experience delay of few minutes, this is increasing number of tickets per support staff have to go through. This will delay response to the needy ones who have real/actual problem and also account verification process there have been delayed due to huge amount of support tickets they are getting.

That's a crappy excuse. Every business everywhere has this same problem but it doesn't matter because the staff is big enough to handle it. Any other exchange you'd have an answer. If they're growing to fast maybe they need to slow the growth and or hire more staff and get them up to speed yesterday.

[Vitaly12]

That should be a common thing on most exchanges – bad customer support service. I have a ticket that is sitting there for 11 days with no respond, it was about a depositing issue, which has resolved itself (I believe); yet no respond from the support team.

Yes, they solved my issue after about a week. The support representative was very professional.
Now I'm keeping my 16 digit 2FA in a safe place.

[Cryptomap25]

I also lost my 16 digit 2nd key in transit... and my device went corrupt..
 So couldn't even take a back up.... raised a ticket with poloniex but I guess they are sleeping over it. Are such issues resolved or we loose our crypto balance?

Please advice...

[cpfreeplz]

Seriously, it sucks but at this point you're at their mercy. There's not much you can do and they're probably answering the whale's tickets so they keep on using them blindly thinking everything is ok.