Freewallet 2FA issue

[WTRE74]

Hi all,

Happy to be here and hope to be seeing and contributing good information. 

I'm not yet at the point of posting this in the "scams & accusations" but would certainly appreciate any thoughts/suggestions.

I signed up for 2 different Freewallet accounts (NEM & Bytecoin) and activated 2FA for each only to find out later that apparently Freewallet issues one code for all accounts (though nothing prevented me from requesting the 2nd code and submitting it to google authenticator).  Within a few weeks I realized that the Freewallet apps were not recognizing/accepting either of the codes generated by google authenticator.  After several days of prompt email communications with Freewallet support (where it was also suggested that I switch to a different authenticator, which I could not do since 2FA was already activated but would not recognize codes), my own conclusion was that the issue was caused by the existence of 2 2FA codes instead of just one.   Nothing else was explaining the situation and I could not send funds or deactivate/change my 2FA settings.  After suggesting this and requesting that Freewallet do what they need to do (as far as identifying me) in order to deactivate 2FA on my accounts, they agreed and sent me a list of security questions which I answered.  On Jan.28 I was finally told that I'd be notified once 2FA was deactivated on my accounts but nothing yet and my follow up emails are not being answered either.

I'd appreciate any feedback.

Thanks,
Payman

[Potato Chips]

Maybe the codes wasn't synced, have you tried going to settings --> Time correction for codes --> Sync now

There's also a freewallet staff here which you can contact: Freewallet (You can either ask him to reply on this thread or to contact you privately)

But what do you mean by one code for all accounts? do you mean the backup code (16 characters) or the token which you are entering everytime you login? (6 characters)

[WTRE74]

Maybe the codes wasn't synced, have you tried going to settings --> Time correction for codes --> Sync now

There's also a freewallet staff here which you can contact: Freewallet (You can either ask him to reply on this thread or to contact you privately)

But what do you mean by one code for all accounts? do you mean the backup code (16 characters) or the token which you are entering everytime you login? (6 characters)

I appreciate your response.  Yes, sorry I forgot to mention but I did try time correction and syncing...that was not the issue either.  The codes I'm referring to are the 6 digit tokens, not the 16 character backup code.  Incidentally, the phone app logs me in automatically so I never needed the tokens to log in, which is why I only found out about the issue when I tried to change password (of course also needed for sending funds etc...).

Thanks for the heads up on the freewallet staff...I'll definitely reach out.

[WTRE74]

So I just tried the freewallet link and got a message about user not accepting private messages from newbies.  Any suggestions?

[TryNinja]

So I just tried the freewallet link and got a message about user not accepting private messages from newbies.  Any suggestions?

Every user will ignore PM's from Newbies by default. Freewallet needs to enable "Allow newbies to send you PMs." at "Personal Message Options" to change that.

I've PM'ed him with this warning and linked him to this thread.

[WTRE74]

So I just tried the freewallet link and got a message about user not accepting private messages from newbies.  Any suggestions?

Every user will ignore PM's from Newbies by default. Freewallet needs to enable "Allow newbies to send you PMs." at "Personal Message Options" to change that.

I've PM'ed with this warning and linked him to this thread.

THANK YOU!!

[Freewallet]

Hi all,

Happy to be here and hope to be seeing and contributing good information. 

I'm not yet at the point of posting this in the "scams & accusations" but would certainly appreciate any thoughts/suggestions.

I signed up for 2 different Freewallet accounts (NEM & Bytecoin) and activated 2FA for each only to find out later that apparently Freewallet issues one code for all accounts (though nothing prevented me from requesting the 2nd code and submitting it to google authenticator).  Within a few weeks I realized that the Freewallet apps were not recognizing/accepting either of the codes generated by google authenticator.  After several days of prompt email communications with Freewallet support (where it was also suggested that I switch to a different authenticator, which I could not do since 2FA was already activated but would not recognize codes), my own conclusion was that the issue was caused by the existence of 2 2FA codes instead of just one.   Nothing else was explaining the situation and I could not send funds or deactivate/change my 2FA settings.  After suggesting this and requesting that Freewallet do what they need to do (as far as identifying me) in order to deactivate 2FA on my accounts, they agreed and sent me a list of security questions which I answered.  On Jan.28 I was finally told that I'd be notified once 2FA was deactivated on my accounts but nothing yet and my follow up emails are not being answered either.

I'd appreciate any feedback.

Thanks,
Payman

First of all, thanks to TryNinja for sending me a link to this topic!

Payman, there's a difference between having several accounts with Freewallet and several wallets. You create an account via a chosen authorization method: with the email & password, your phone number, Facebook or Google+ profile. And within this account, you can have wallets for different cryptocurrencies. In other words, if you have NEM and BCN wallets, but you're logging in the same way on both, you have 2 wallets on one account.

There can be several reasons why your 2FA codes generated in Google Authenticator keep showing up as invalid. The most common are 2:

- The timezone on your device is wrong and/or your device time isn't synced with the Google server.
- 2FA issues are known to come up specifically on Android 4.4.2 KitKat devices.

You can tune up the time on your device and in Google Authenticator app manually, or switch to a different Android version. There's a more convenient solution though: we recommend using a different authenticator app, FreeOTP Authenticator by Red Hat.

However, if you've already submitted a request to turn off 2FA for your account, we should be able to do it upon reviewing the information we requested to verify that it's really you, the account owner. If you provide your support ticket number, I can check up on the status of it and get back to you.

[RFeXite]

Note;

ive been trying to get my 2FA turned off for about 2 months now. It appears that this is very difficult for their support, since they will answer once in about 3-4 weeks.

[WTRE74]

Hi all,

Happy to be here and hope to be seeing and contributing good information. 

I'm not yet at the point of posting this in the "scams & accusations" but would certainly appreciate any thoughts/suggestions.

I signed up for 2 different Freewallet accounts (NEM & Bytecoin) and activated 2FA for each only to find out later that apparently Freewallet issues one code for all accounts (though nothing prevented me from requesting the 2nd code and submitting it to google authenticator).  Within a few weeks I realized that the Freewallet apps were not recognizing/accepting either of the codes generated by google authenticator.  After several days of prompt email communications with Freewallet support (where it was also suggested that I switch to a different authenticator, which I could not do since 2FA was already activated but would not recognize codes), my own conclusion was that the issue was caused by the existence of 2 2FA codes instead of just one.   Nothing else was explaining the situation and I could not send funds or deactivate/change my 2FA settings.  After suggesting this and requesting that Freewallet do what they need to do (as far as identifying me) in order to deactivate 2FA on my accounts, they agreed and sent me a list of security questions which I answered.  On Jan.28 I was finally told that I'd be notified once 2FA was deactivated on my accounts but nothing yet and my follow up emails are not being answered either.

I'd appreciate any feedback.

Thanks,
Payman

First of all, thanks to TryNinja for sending me a link to this topic!

Payman, there's a difference between having several accounts with Freewallet and several wallets. You create an account via a chosen authorization method: with the email & password, your phone number, Facebook or Google+ profile. And within this account, you can have wallets for different cryptocurrencies. In other words, if you have NEM and BCN wallets, but you're logging in the same way on both, you have 2 wallets on one account.

There can be several reasons why your 2FA codes generated in Google Authenticator keep showing up as invalid. The most common are 2:

- The timezone on your device is wrong and/or your device time isn't synced with the Google server.
- 2FA issues are known to come up specifically on Android 4.4.2 KitKat devices.

You can tune up the time on your device and in Google Authenticator app manually, or switch to a different Android version. There's a more convenient solution though: we recommend using a different authenticator app, FreeOTP Authenticator by Red Hat.

However, if you've already submitted a request to turn off 2FA for your account, we should be able to do it upon reviewing the information we requested to verify that it's really you, the account owner. If you provide your support ticket number, I can check up on the status of it and get back to you.

Very much appreciate your response.  Correct, I have one Freewallet account with 2 wallets.  Sorry for any confusion but I describe it as "2 accounts" to better explain what seems to have happened with the app providing 2 separate 2FA codes which I used to create 2 separate google authenticator IDs.

Both of the common causes you mentioned above were first suggested by Freewallet email support and were not the issue.  Also, I don't see how I can switch to a different authenticator when google is already active and  Freewallet is not recognizing either wallet's code for me to be able to make any changes or send any funds so I would prefer to just disable 2FA.  The only support ticket number I received was 91590 on Jan.26th but that seemed to be generated automatically in response to a follow up email from me.  Prior to that, I was contacted by Richard Carrington on Jan.21st who asked several verification questions and I responded the same day.  A couple more follow up emails but the last communication I received was Jan.28th saying I will be informed once the 2FA option is disabled.  I am eager to resolve this issue so I can resume using my Freewallet wallets.

Thanks again and looking forward to your input,
Payman

[WTRE74]

Note;

ive been trying to get my 2FA turned off for about 2 months now. It appears that this is very difficult for their support, since they will answer once in about 3-4 weeks.

wow...I'm at about 5 weeks but communications were quick/easy at first

[WTRE74]

Hi all,

Happy to be here and hope to be seeing and contributing good information. 

I'm not yet at the point of posting this in the "scams & accusations" but would certainly appreciate any thoughts/suggestions.

I signed up for 2 different Freewallet accounts (NEM & Bytecoin) and activated 2FA for each only to find out later that apparently Freewallet issues one code for all accounts (though nothing prevented me from requesting the 2nd code and submitting it to google authenticator).  Within a few weeks I realized that the Freewallet apps were not recognizing/accepting either of the codes generated by google authenticator.  After several days of prompt email communications with Freewallet support (where it was also suggested that I switch to a different authenticator, which I could not do since 2FA was already activated but would not recognize codes), my own conclusion was that the issue was caused by the existence of 2 2FA codes instead of just one.   Nothing else was explaining the situation and I could not send funds or deactivate/change my 2FA settings.  After suggesting this and requesting that Freewallet do what they need to do (as far as identifying me) in order to deactivate 2FA on my accounts, they agreed and sent me a list of security questions which I answered.  On Jan.28 I was finally told that I'd be notified once 2FA was deactivated on my accounts but nothing yet and my follow up emails are not being answered either.

I'd appreciate any feedback.

Thanks,
Payman

First of all, thanks to TryNinja for sending me a link to this topic!

Payman, there's a difference between having several accounts with Freewallet and several wallets. You create an account via a chosen authorization method: with the email & password, your phone number, Facebook or Google+ profile. And within this account, you can have wallets for different cryptocurrencies. In other words, if you have NEM and BCN wallets, but you're logging in the same way on both, you have 2 wallets on one account.

There can be several reasons why your 2FA codes generated in Google Authenticator keep showing up as invalid. The most common are 2:

- The timezone on your device is wrong and/or your device time isn't synced with the Google server.
- 2FA issues are known to come up specifically on Android 4.4.2 KitKat devices.

You can tune up the time on your device and in Google Authenticator app manually, or switch to a different Android version. There's a more convenient solution though: we recommend using a different authenticator app, FreeOTP Authenticator by Red Hat.

However, if you've already submitted a request to turn off 2FA for your account, we should be able to do it upon reviewing the information we requested to verify that it's really you, the account owner. If you provide your support ticket number, I can check up on the status of it and get back to you.

Dear Freewallet support member:

UPDATE: yesterday I received an email from freewallet support advising me that my 2FA has now been disabled.  I immediately logged in and though my 2FA for my NEM wallet had in fact been disabled, my Bytecoin wallet was still 2FA protected.  I quickly wrote back explaining the situation and requesting that 2FA be disabled on my Bytecoin wallet as well but no response as of yet.  Again, this seems consistent with my suspicion that freewallet somehow created and accepted 2 separate 2FA codes for my one account.  I hope you can pass this along faster than an email is going to reach someone and please let me know if I can provide any other details.  Thank you, Payman