My BTC-E account has been hacked. Please Help btc-e support *RESOLVED*

[bitman128k]

Hello,

Yesterday at 6pm Eastern Standard time I got an email saying that a password reset had been requested.  I didn't request this and when I tried to log into my account I was told "Invalid login or password."  I also tried to reset my password using lost password, but when I did that, nothing ever came to my email, and yes I checked the spam folder.

I opened a ticket with BTC-e support but the only response I got back was that I should enable 2 factor authentication and a list of my recent logs.

I am not able to enable 2 factor authentication as I have no access to my profile.  I have read that in the event of a password change the account withdraw is placed on hold for 48 hours.  

I only have 24 more hours to fix this or i'll loose my coins (if not already.)

I am hoping that Btc-e support will see this.  My ticket number is: #RUS-379-54435

Thanks,
bitman128k

UPDATE:
Well, I almost don't believe it but I got my account back and all the coins were still there.  If fact, there was no activity at all.  It did take me 2 1/2 weeks of very frustrating communication with BTC-E, but finally they asked me to make a new gmail email address and transferred my account to it and I was able to reset the pass. 2FA is on for all options!  Cheers BTC-E Support and everyone else!

[xchanga.com]

Sorry but you just have
to be careful this days.

[bitman128k]

I agree one should be as careful as possible, so I am urging everyone who used BTC-e to make sure they have 2FA enabled.

However, I would really like to get some support from the BTC-e side.  It's not helpful at all for them to tell me after I have lost control of my account to simply enable 2FA.

I understand that they probably have a large number of tickets to get through, but so far I have been unable to reach them via email or Skype.

[Rannasha]

I agree one should be as careful as possible, so I am urging everyone who used BTC-e to make sure they have 2FA enabled.

Not just on BTC-e. Any website you have coins on should be protected by some form of 2FA.

However, I would really like to get some support from the BTC-e side.  It's not helpful at all for them to tell me after I have lost control of my account to simply enable 2FA.

What can they do? The best they can do is restore access to your account, but the coins will most likely be gone. If so, they can't restore the coins, because they don't have them anymore.

What probably happened is that someone gained access to your email account and used it to initiate a password reset request on BTC-e. Afterwards, I guess they changed the email associated with the account to something they control.

You should change passwords for all important accounts and run a very thorough malware check.

[bitman128k]

What can they do? The best they can do is restore access to your account, but the coins will most likely be gone. If so, they can't restore the coins, because they don't have them anymore.

Based on information on their site, after a password change is made, the account is placed on a 48 hour withdrawal hold, so for the next 12 hours or so, the coins should still be there.  If they can restore access, I'll enable 2FA.

I have changed all my passwords and scanned my computer.  Now just waiting for a slim, slim chance that support will help me.

[edgar]

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[bitman128k]

Yeah, I feel the same way about their support staff.  I don't know if it's something sinister or they simply don't have the staff to deal with all the requests.
 

[Borbolon]

There are so many complains about the amazing difficulty to contact their support, but since you mentioned you known Russian, try posting in this thread (if you haven't already): https://bitcointalk.org/index.php?topic=29698.0 they seem pretty active there.

Good luck!

[bitman128k]

So after 5 days, I received this from "Support:"

Bы вepнyли дocтyп к пoчтe и aккayнтy?

Which I think translates into "have you been giving access to your account and email?"

UGH.  I don't know if I should be happy that someone got back to me or upset that they don't have any idea what is going on.

[AndrewWilliams]

bitman128k, I had the exact same thing happen to me on BTC-E about a month and a half ago.

Basically it took over 3 weeks to resolve everything. It was tortuous dealing with support, really.

Thankfully they at least froze my account quickly so hacker was not able to withdraw any funds, and he (hacker) ended up making me $700 doing several trades, go figure.

[bitman128k]

Yeah!  I got an email from BTC-E today that they have finally resolved my account issue.

I was asked to provide them with a new gmail email address and a few days after I did that they connected my hacked account to it and I was able to reset the password and gain access. 

No coins were missing, no trading was done.  There was a hold on my account and it's still there so I guess the hacker just gave up.

Thanks BTC-E!

[Borbolon]

Well, at last they solved the issue.
Any explanation on why they took so long to answer?
Did they provide you with a different contact method?

[HunterS]

Hey guys seems the more i talk to people about this the more people i seem to find with the same problem.
Anyone else had a withdrawal happen from their BTC-E with out being confirmed by email which should be impossible.
Lets get this out there. Maybe a BTC-E staff member might see this and help since they havent repilied to one of the 3 tickets i sent over the last 3 weeks and have locked my account since it happend.
Mine was 0.4 of a btc which was worth about 280 US at the time of the btc value
It went to this address 1DrFsF2DFjodDnKc1nLQMjnvcrxxQgbXZN

[bitman128k]

Well, at last they solved the issue.
Any explanation on why they took so long to answer?
Did they provide you with a different contact method?

No, they didn't give me any explanation about why it took nearly 3 weeks. After about the first week, I had given up on getting the account back, but now I feel that if you have problems it will just take a long time but they will help.

The only contact I ever had from them was through the support ticket system.  I would get an email to notify when they had responded on my ticket, then I would log into the support system and post my reply using the browser.  I tried to reply using email but that didn't seem to work.

Hope this is helpful to people who are in the same boat. Cheers.