[ANN] KRAKEN.COM - Exchange with USD EUR GBP JPY CAD BTC LTC XRP NMC XDG STR ETH

[Dargo]

Hey dargo,

your orderbook API gives me wrong data every ~2 hours. Then the information for the best bid/ask (so "count" is 1) is shown like this:

{'error': [], 'result': {'XXBTZEUR': {'asks': [['165.86660', '2.090', 1421300279]], 'bids': []}}}

So the bid is missing.

Why does this happen? Would it not happen if "count" would be 2? (so is there only one bid missing, or are there all bids missing?)

Hi Serpens - I'll check with one of our devs about this and let you know.

[ehmdjii]

are deposit and withdrawal limits only for fiat or are they also affecting BTC?

i just deposited 10 btc and even after 6 confirmations they show up as "on hold".

[Dargo]

are deposit and withdrawal limits only for fiat or are they also affecting BTC?

i just deposited 10 btc and even after 6 confirmations they show up as "on hold".

The limits apply to all currencies. If you haven't already, you should make a support request.

[ehmdjii]

are deposit and withdrawal limits only for fiat or are they also affecting BTC?

i just deposited 10 btc and even after 6 confirmations they show up as "on hold".

The limits apply to all currencies. If you haven't already, you should make a support request.

thanks for the info! yes i am in contact with support already!

anyways, since the limits are given in USD, how are the limits for other fiats and for digital currencies determined? are they just converted using the current price?

also, why is not the part confirmed which is under the limit? and just the part over the limit is put on hold.

[Dargo]

are deposit and withdrawal limits only for fiat or are they also affecting BTC?

i just deposited 10 btc and even after 6 confirmations they show up as "on hold".

The limits apply to all currencies. If you haven't already, you should make a support request.

thanks for the info! yes i am in contact with support already!

anyways, since the limits are given in USD, how are the limits for other fiats and for digital currencies determined? are they just converted using the current price?

also, why is not the part confirmed which is under the limit? and just the part over the limit is put on hold.

Great! Limits for non-USD currency are determined by conversion using the current price in USD. We can't break up payments to accept partial payments under the limit. Doing so would be problematic from a regulatory perspective and also not provide much incentive to obey the limits in the first place (why not just send a huge payment and let us break it up for you to get the money in your account as quickly as possible).

[ehmdjii]

Great! Limits for non-USD currency are determined by conversion using the current price in USD. We can't break up payments to accept partial payments under the limit. Doing so would be problematic from a regulatory perspective and also not provide much incentive to obey the limits in the first place (why not just send a huge payment and let us break it up for you to get the money in your account as quickly as possible).

well, that would be a very nice feature! ;-)

or at least show the current state of limits somewhere.

anyways, support is really helpful and i should get my holded coins released soon.

[Dargo]

Great! Limits for non-USD currency are determined by conversion using the current price in USD. We can't break up payments to accept partial payments under the limit. Doing so would be problematic from a regulatory perspective and also not provide much incentive to obey the limits in the first place (why not just send a huge payment and let us break it up for you to get the money in your account as quickly as possible).

well, that would be a very nice feature! ;-)

or at least show the current state of limits somewhere.

anyways, support is really helpful and i should get my holded coins released soon.

You can see you limits under Funding > Deposit (or Withdraw). For example if you go to Funding > Deposit (or Withdraw) > Bitcoin, you can see the maximum allowed deposit in bitcoins. It's best to deposit a bit less than that though, to allow for changes in the rate.

[Serpens66]

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.

[Dargo]

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.

[Dargo]

Hey dargo,

your orderbook API gives me wrong data every ~2 hours. Then the information for the best bid/ask (so "count" is 1) is shown like this:

{'error': [], 'result': {'XXBTZEUR': {'asks': [['165.86660', '2.090', 1421300279]], 'bids': []}}}

So the bid is missing.

Why does this happen? Would it not happen if "count" would be 2? (so is there only one bid missing, or are there all bids missing?)

Hi Serpens - I'll check with one of our devs about this and let you know.

Serpens - the best guess from our devs is that the bid was filtered out because the highest bid was > lowest ask. If so, you should see some bids if the count is increased, but the highest bid would still be filtered out.

[Dargo]

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. Although we understand that people want to send directly from their Kraken account to third parties, it's probably best to fund a wallet you own first and send to third parties from there.

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).

[Dehumanizer]

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 

[Yunus]

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 

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.

[Dehumanizer]

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.

[Yunus]

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.

[Dehumanizer]

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.

[Yunus]

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

[Dehumanizer]

Yes, I have just received a reply from support, thank you!

[mithrandi]

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.

[Serpens66]

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)