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Author Topic: [ANN] KRAKEN.COM - Exchange with USD EUR GBP JPY CAD BTC LTC XRP NMC XDG STR ETH  (Read 614211 times)
Dehumanizer
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January 23, 2015, 12:51:42 PM
 #2621

What is an average response time for support tickets at Kraken? I find one support reply every 12-24 hours very slow and when I need several messages to have the issue resolved it really sucks if I need a few days just to resolve a simple thing  Undecided
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January 23, 2015, 01:15:17 PM
 #2622

What is an average response time for support tickets at Kraken? I find one support reply every 12-24 hours very slow and when I need several messages to have the issue resolved it really sucks if I need a few days just to resolve a simple thing  Undecided

Hi Dehumanizer, we are sorry to hear that you are not satisfied with the response time of our Support. Could you give us your last ticket numbers so that we can check the response time for them and look into this? Generally, our first response time varies since we tend to get (much) more tickets on high-volume days. Maybe you sent your requests on particularly busy days.
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January 23, 2015, 01:55:29 PM
 #2623

Thanks. The ticket number is 38669.
The first reply was 7.5 hours and I was already asleep at that time, so I have replied back 5.5 hours ago from now and haven't got any reply yet, so it wasn't 12 hours as I thought, however even at 6 hours it's not very flexible. I can live with longer response for the first reply, but I would expect faster responses after that.

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January 23, 2015, 04:10:41 PM
 #2624

Thanks. The ticket number is 38669.
The first reply was 7.5 hours and I was already asleep at that time, so I have replied back 5.5 hours ago from now and haven't got any reply yet, so it wasn't 12 hours as I thought, however even at 6 hours it's not very flexible. I can live with longer response for the first reply, but I would expect faster responses after that.



Thanks! Btw, are you sure this is the right ticket number? The one you gave me (38669) seems to be a ticket that one of our agents created.

Generally, the time that it takes our agents to get back to a client with a second reply depends on the nature of the issue in the ticket. If it is an issue that requires that they contact a dev or someone who traces payments it might not be realistic to expect a response time of < 6 hours, but if it is just a simple question about features of the website, trading, currency pairs, fees, etc. it might be more reasonable to expect them to get back to you within 6 hours.

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January 23, 2015, 04:15:20 PM
 #2625

Sorry, I mistyped the number, it's 38699
Basically, I just need to resolve the on hold payment, because I accidentally sent it from my company's account instead of the personal account, I have provided an evidence of that I'm a sole proprietor of the company, so that it might be possible to release the payment and asked if you need anything else.
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January 23, 2015, 04:52:51 PM
 #2626

Sorry, I mistyped the number, it's 38699
Basically, I just need to resolve the on hold payment, because I accidentally sent it from my company's account instead of the personal account, I have provided an evidence of that I'm a sole proprietor of the company, so that it might be possible to release the payment and asked if you need anything else.

Ok, I believe the issue is now solved
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January 23, 2015, 04:54:00 PM
 #2627

Yes, I have just received a reply from support, thank you!
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January 24, 2015, 03:57:31 AM
 #2628

Yubikey is arguably more secure than GA but it's also less reliable and dependent upon network latency/conditions across multiple servers (done by consensus and requires something like at least 2 or
3 of Yubico's servers to approve the code within a very short amount of time).
Are you looking at supporting U2F authentication? This would avoid the need for an external dependency on the Yubico servers, while providing improved security.

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January 25, 2015, 11:05:39 PM
Last edit: January 26, 2015, 11:49:52 AM by Serpens66
 #2629

Hi Serpens - thanks for letting us know about this. It's the first I've heard of an issue like this, but we'll look into it.


Hey Dargo,

sometimes the yubikey confirmation does not work. I'm not sure if the problem is the yubikey or if there is another problem.
But when I want to confirm a withdrawal it happens often (~20% of the time), that I get the message "the submitted form has expired" (or something like this, I did not copy the exact wording), even though not more than 15 seconds have passed.  
Nonetheless the bitcoins were send.   So now it happens,that I thougt the bitcoins were not send and send the amount twice.
Luckily it was one of my addresses so i can send the bitcoins back. But what if it was not my address? So you should fix this issue.

Serpens - Here's the reply I got from one of our devs: If it went through, it wouldn't have seen the form expired message. The form expired message would have prevented double withdrawals of the same request (resubmission of the same form).  You probably got the browser resubmit your request page and refreshed the page, got the expired form page, then submitted a new request.
It happend again, the message I get is "The submitted form has expired or is invalid. Please resubmit your request.".
All I did now was "Funding-> Withdraw -> Bitcoin -> choose adress -> type in amount -> press yubikey -> wait -> the error message appears -> even though bitcoins sent"
I did not refresh anything. But of course when I reported it first on January 20, 2015, I did click "back" to resubmit my request -> "double spend".
So the issue is still there. I get this error message and think the bitcoins are not sent, but they are sent.

edit:
About the API orderbook issue: count=2 did not solve the problem =/ =/ Now I have the best 2 asks, and no bid in the list (it happend 2 times on 25th January)

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January 26, 2015, 02:22:51 PM
 #2630

HELP

My account is hacked maybe, I don't have access to account and also not to my mailaccount!

Please stop all withdrawals and close my account temporaly!!

Does anyone know how to get in touch with suport instantly?

the suport page is not reachable at the moment from here:
Quote
Oh no.
Something went wrong.

We've been notified about this issue and we'll take a look at it ASAP.

    Take me back to the home page »


This site is a Zendesk based help desk. If you see this page frequently, you might want to check the Zendesk operational status:

    Zendesk operations on Twitter

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January 26, 2015, 02:28:15 PM
 #2631

HELP

My account is hacked maybe, I don't have access to account and also not to my mailaccount!

Please stop all withdrawals and close my account temporaly!!

Does anyone know how to get in touch with suport instantly?

the suport page is not reachable at the moment from here:
[...]

With 2FA enabled??


Fire on all fronts:

PM Dargo

@krakenfx
facebook.com/KrakenFX
github.com/payward

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January 26, 2015, 02:34:57 PM
Last edit: January 26, 2015, 03:10:18 PM by Serpens66
 #2632

HELP

My account is hacked maybe, I don't have access to account and also not to my mailaccount!

Please stop all withdrawals and close my account temporaly!!

Does anyone know how to get in touch with suport instantly?

the suport page is not reachable at the moment from here:
[...]

With 2FA enabled??


Fire on all fronts:

PM Dargo

@krakenfx
facebook.com/KrakenFX
github.com/payward

yes, with yubikey.  But I don't have manual access.

I PM'd dargo, let's hope he will be online soon..  the support page was accessable too now.. so I sent a ticket...
How to contact them on FB or github?

I changed my mailadress some days ago from gmx to mailbox.org, because gmx was hacked to often, so I thought mailbox.org is more secure. But When I go to mailbox.org it says:
Quote
Warning: include_once(): open_basedir restriction in effect. File(/srv/www/htdocs/production/wp-content/plugins/LayerSlider/layerslider.php/classes/class.ls.sliders.php) is not within the allowed path(s): (/srv/www/htdocs/mailbox.org:/srv/www/htdocs/bmbo-verwaltung/:/var/www/wp_englisch:/tmp:/usr/share/php5:/usr/share/php:/var/lib/php5:/srv/www/htdocs/ALIASE/) in /srv/www/htdocs/production/wp-content/plugins/js_composer/include/classes/vendors/plugins/class-vc-vendor-layerslider.php on line 30

Warning: include_once(/srv/www/htdocs/production/wp-content/plugins/LayerSlider/layerslider.php/classes/class.ls.sliders.php): failed to open stream: Operation not permitted in /srv/www/htdocs/production/wp-content/plugins/js_composer/include/classes/vendors/plugins/class-vc-vendor-layerslider.php on line 30

Warning: include_once(): Failed opening '/srv/www/htdocs/production/wp-content/plugins/LayerSlider/layerslider.php/classes/class.ls.sliders.php' for inclusion (include_path='.:/usr/share/php:/usr/share/pear') in /srv/www/htdocs/production/wp-content/plugins/js_composer/include/classes/vendors/plugins/class-vc-vendor-layerslider.php on line 30

Fatal error: Class 'LS_Sliders' not found in /srv/www/htdocs/production/wp-content/plugins/js_composer/include/classes/vendors/plugins/class-vc-vendor-layerslider.php on line 32

Does anybody know what this means? It's also there when I try it from a different Pc.

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January 26, 2015, 02:58:12 PM
 #2633

[...]
How to contact them on FB or github?

On github you create an issue, but it's meant to be about code issues.

Facebook gives: support@kraken.com (which you probably already know)





I changed my mailadress some days ago from gmx to mailbox.org, because gmx was hacked to often, so I thought mailbox.org is more secure.

Did you change the email address within Kraken? (don't remember that was possible, last time I checked)




But When I go to mailbox.org it says:
Quote
Warning: include_once(): open_basedir restriction in effect. File(/srv/www/htdocs/production/wp-content/plugins/LayerSlider/layerslider.php/classes/class.ls.sliders.php) is not within the allowed path(s): (/srv/www/htdocs/mailbox.org:/srv/www/htdocs/bmbo-verwaltung/:/var/www/wp_englisch:/tmp:/usr/share/php5:/usr/share/php:/var/lib/php5:/srv/www/htdocs/ALIASE/) in /srv/www/htdocs/production/wp-content/plugins/js_composer/include/classes/vendors/plugins/class-vc-vendor-layerslider.php on line 30

Warning: include_once(/srv/www/htdocs/production/wp-content/plugins/LayerSlider/layerslider.php/classes/class.ls.sliders.php): failed to open stream: Operation not permitted in /srv/www/htdocs/production/wp-content/plugins/js_composer/include/classes/vendors/plugins/class-vc-vendor-layerslider.php on line 30

Warning: include_once(): Failed opening '/srv/www/htdocs/production/wp-content/plugins/LayerSlider/layerslider.php/classes/class.ls.sliders.php' for inclusion (include_path='.:/usr/share/php:/usr/share/pear') in /srv/www/htdocs/production/wp-content/plugins/js_composer/include/classes/vendors/plugins/class-vc-vendor-layerslider.php on line 30

Fatal error: Class 'LS_Sliders' not found in /srv/www/htdocs/production/wp-content/plugins/js_composer/include/classes/vendors/plugins/class-vc-vendor-layerslider.php on line 32

Does anybody know what this means? It's also there when I try it from a different Pc.

This seems like an issue with that website.

Protip: Use an email provider that offers 2FA as well.

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January 26, 2015, 03:07:23 PM
 #2634

Did you change the email address within Kraken? (don't remember that was possible, last time I checked)
Yes, it was very simple, just enter a new address and confirm it with a confirmation mail... (maybe there are additional security settings you can activate, I don't know.. but of course you have to be logged in, and login is protected be yubikey here)


This seems like an issue with that website.

Protip: Use an email provider that offers 2FA as well.
Some users say, they have normal access to the website, that's why I'm in panic... maybe someone hacked my router/wlan system?!
Yes... that's why I chose mailbox.org... they offer a yubikey for 2FA. But you can't use the yubikeys you have already and have to buy a new one. The yubikey for mailbox.org will arrive in ~ one week. ... ... ...
But I used a very strong password of course. So I can't imagine someone hacked it via brute forece or something like that. And there are these issues with the website described above... so my system/WLAN could be compromised (it's very new system on a new laptop, just a week old)... we will see..

I assume somebody only has access to my mailbox account and changed the password via password resett (is this possible with just have access to mail account? )
But because he needs the yubikey to withdraw bitcoins/login, he can't do more.

I hate that their is no emergency hotline or something like this... not at kraken, not at mailbox.org... always you have to wait hours or days to get an answer >.<

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January 26, 2015, 03:39:07 PM
 #2635


Yes, it was very simple, just enter a new address and confirm it with a confirmation mail... (maybe there are additional security settings you can activate, I don't know.. but of course you have to be logged in, and login is protected be yubikey here)

There is the "global settings lock", but I don't think it would have helped in your case as you changed the email yourself.

This seems like an issue with that website.

Protip: Use an email provider that offers 2FA as well.
Some users say, they have normal access to the website, that's why I'm in panic... maybe someone hacked my router/wlan system?!
Yes... that's why I chose mailbox.org... they offer a yubikey for 2FA. But you can't use the yubikeys you have already and have to buy a new one. The yubikey for mailbox.org will arrive in ~ one week. ... ... ...
But I used a very strong password of course. So I can't imagine someone hacked it via brute forece or something like that. And there are these issues with the website described above... so my system/WLAN could be compromised (it's very new system on a new laptop, just a week old)... we will see..

I assume somebody only has access to my mailbox account and changed the password via password resett (is this possible with just have access to mail account? )
But because he needs the yubikey to withdraw bitcoins/login, he can't do more.


I also have normal access to Kraken at the moment.

What sort of security do you use on your wifi? WPA2 + AES?

Why Yubikeys? They do fail eventually (I'll admit after millions of taps  Wink ) . I prefer Google Authenticator as I can transfer it to another phone. And if you don't trust Google on this there are other implementations.


I hate that their is no emergency hotline or something like this... not at kraken, not at mailbox.org... always you have to wait hours or days to get an answer >.<

You get what you pay for. I realise you pay for both one way or the other, but if you want support 24/7 it will cost you a lot more.

For mailbox.org there is this:

Quote
mailbox.org
c/o Heinlein Support GmbH
Schwedter Str. 8/9 b
10119 Berlin

http://www1.dastelefonbuch.de/?kw=Heinlein+Support+GmbH&ort=Berlin&pu=1&s=a10000&cmd=search&ort_ok=1&vert_ok=0&ciid=&rgid=&kgs=&district=&ciquarter=&pcZVO=&cx=195195&cy=172506&lat=52.516199&lon=13.376781&radius=&sp=0&aktion=23&ckrid=c3336

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January 26, 2015, 03:48:22 PM
Last edit: January 26, 2015, 04:03:59 PM by Serpens66
 #2636

Thanks Newar for your help ! Smiley

I have access to my kraken account now. So no one changed my password as I thougt. I'm 100% sure I typed everything correct during my 3 tries. So the only explanation is that my yubikey was the problem. Maybe because I tried to login during the beginning of the price crash (lots of traffic for kraken).
This combined with the mailbox.org thing got me in panicmode Cheesy
But nevertheless, it could happen a real hack anytime and we can't get in touch with support instant. That's not good... so I hope Dargo will post here something, waht to do in those cases to close the account temporaly.

edit: ... (answer to Newars questions..)
Quote
What sort of security do you use on your wifi? WPA2 + AES?

Why Yubikeys? They do fail eventually (I'll admit after millions of taps  Wink ) . I prefer Google Authenticator as I can transfer it to another phone. And if you don't trust Google on this there are other implementations.
Yes, WPA2 and AES Smiley

I used google authenticator before and use it still on some other sites. But I don't trust any app for my mobile device and asume it could be "hacked" via apps any time. (that's also why I don't have a wallet on my mobile device, I just don't trust the security from mobile devices).
That's why I bought a yubikey. No one can hack my yubikey. No one can have access to it via internet. Therefore it should be the safest way.
But it's a good question... what to do, if I loose my yubikey or sth. like that? Dargo, what are the steps to make, if someone lost the yubikey/password?

Of course I want access to my account even if I lost password/yubikey. But on the other hand I don't want that someone who hacked my mailaddress is able to resett my password/2FA.    https://support.kraken.com/hc/en-us/articles/204359233-How-can-I-recover-my-account-
If I understand the steps in this link right, someone with my email address and accountname can request a new password and a 2FA bypass, without verifying his identity.
Wouldn't it be better to ask for a scan of ID card or a webcam verification to proof the identity?

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January 26, 2015, 03:59:32 PM
 #2637


Glad to hear it works!  Smiley


[...]
But nevertheless, it could happen a real hack anytime and we can't get in touch with support instant.
[...]

If there was a hack circumventing 2FA, that would mean with high probability it would be an inside job. In that case I would consider the support channel compromised as well. Remember, bitcoins that you keep at an exchange are IOUs.

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January 26, 2015, 04:13:34 PM
 #2638


Glad to hear it works!  Smiley


[...]
But nevertheless, it could happen a real hack anytime and we can't get in touch with support instant.
[...]

If there was a hack circumventing 2FA, that would mean with high probability it would be an inside job. In that case I would consider the support channel compromised as well. Remember, bitcoins that you keep at an exchange are IOUs.
I editet my last post. There you see, you don't need to hack the 2FA, you only need access to the email account.. then you can get the 2FA bypass =/ Maybe Dargo will post something regarding this topic.

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January 26, 2015, 04:19:31 PM
 #2639

Thanks Newar for your help ! Smiley

I have access to my kraken account now. So no one changed my password as I thougt. I'm 100% sure I typed everything correct during my 3 tries. So the only explanation is that my yubikey was the problem. Maybe because I tried to login during the beginning of the price crash (lots of traffic for kraken).
This combined with the mailbox.org thing got me in panicmode Cheesy
But nevertheless, it could happen a real hack anytime and we can't get in touch with support instant. That's not good... so I hope Dargo will post here something, waht to do in those cases to close the account temporaly.

edit: ... (answer to Newars questions..)

I agree that we need better measures for emergency situations. We are working on a way for clients to lock their accounts in case of emergency since that would be the fastest if you think your account might be hacked. I'll have to check on the status of this with the devs to see what the ETA might be. We are also planning on having 24/7 support once the support team is large enough for that. Some kind of emergency hotline would be good too, so I'll make sure we look at how that might be done.  
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January 26, 2015, 04:33:08 PM
 #2640

[...]
But I don't trust any app for my mobile device and asume it could be "hacked" via apps any time.
[...]

I keep an old phone on which I disabled all networking and installed Cyanogenmod (optional though) for things like that. Other implementations for Google Authenticator work on PCs, so you can you use your cold storage PC for it.


Of course I want access to my account even if I lost password/yubikey. But on the other hand I don't want that someone who hacked my mailaddress is able to resett my password/2FA.    https://support.kraken.com/hc/en-us/articles/204359233-How-can-I-recover-my-account-
If I understand the steps in this link right, someone with my email address and accountname can request a new password and a 2FA bypass, without verifying his identity.
Wouldn't it be better to ask for a scan of ID card or a webcam verification to proof the identity?

Do I understand correctly that is possible to request a new password and a 2FA bypass in "one go"? I don't think that's a good idea.

I'd prefer additional confirmation. Another idea: force every user to submit a BTC address that they control and can sign messages with. This address could only be submitted once. A signed message would be required to bypass 2FA.

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