KRAKEN Exchange Foul Play!

[Rikafip]

I only use google then search for the exchnage.

That's the worst possible way to access something as sensitive as the exchange, where you probably have some money.

Some years ago I did the same mistake, using google search to access my blockchain wallet, which resulted with me entering my info in fake blockchain wallet and losing all the bitcoin I had. So, be smart and bookmark the pages you use often.

[Saint-loup]

May I ask you what 2FA method you were using? You were using passkeys or TOTP codes from an app? Because it's not the same thing and passkeys can give some bugs, I have experimented it several times actually. In addition they can be deleted quite easily afaik and if you change your browser you won't find them anymore if you've registered them into the password manager of your bowser instead of saving them into your computer operating system for example.

[thevoyager23]

May I ask you what 2FA method you were using? You were using pass keys or TOTP codes from an app?

At the time I don't think I was using 2FA.
As it happens I am back in kraken now, and my funds are still there.
I set up 2FA, now I can't log in, I am checking the google authenticator app but no codes are appearing. This is truly a balls operation.

[Z-tight]

As it happens I am back in kraken now, and my funds are still there.

If i understood you correctly, you are back in control of your Kraken account and your funds was untouched. That is a mystery, if you were truly hacked, the attacker would surely have moved all the money you have in your account.

I set up 2FA, now I can't log in, I am checking the google authenticator app but no codes are appearing. This is truly a balls operation.

Did you set everything correctly, because if you did, you should not have any problems such as this one.

[Potato Chips]

I set up 2FA, now I can't log in, I am checking the google authenticator app but no codes are appearing. This is truly a balls operation.

Youu were probably told during the setup to backup your secret key-- a string of alphanumeric chracters. Did you do it? if so, you can use it to generate codes. Just key-in the secret key instead of scanning a QR code.

But I would recommend a different TOTP app than Google Authenticator. Basically more secure and has better backup mechanism, see: https://getaegis.app/

[thevoyager23]

I set up 2FA, now I can't log in, I am checking the google authenticator app but no codes are appearing. This is truly a balls operation.

Youu were probably told during the setup to backup your secret key-- a string of alphanumeric chracters. Did you do it? if so, you can use it to generate codes. Just key-in the secret key instead of scanning a QR code.

But I would recommend a different TOTP app than Google Authenticator. Basically more secure and has better backup mechanism, see: https://getaegis.app/

I don't remember being given this option. The workthrough kraken gave me was a bit confusing.
I need to get back into my account. Kraken not even replying to me now.

[tabas]

What a sick exchange, I'm glad that I am not using it, getting a help from them seems to be a pain and telling that it's a security issue on your case and not able to help them is crazy.

I need to get back into my account. Kraken not even replying to me now.

If the support can't even help you out and not replying to you. I guess you need to make more noise through making threads from different crypto platforms and forums so that you'll be heard by them. Like with their sub-reddit and other crypto forums/platform as suggested by potato chips. I've seen people that have been ignored and tried to make a noise through these threads and became noticed afterwards.

[Potato Chips]

I don't remember being given this option. The workthrough kraken gave me was a bit confusing.
I need to get back into my account. Kraken not even replying to me now.

That's quite odd from kraken. Asking users to back it up should be a standard in case something like this happen.

But if you're not able to recover your 2fa on your end, you're stuck with kraken -- exchanges can reset 2fa in your account. I'm not sure what's the process for kraken but typically, I tend to see kyc as a part of it. As long as it's not sensitive information, you can tell us what is confusing for you.

[thevoyager23]

Thanks. I will keep trying with kraken..
When i call their 'customer care' number, I get a text right away saysing 'we can see you are calling about a security issue, we can't help you on the phone'... the other day I was on hold for 35 minutes and gave up! I am getting my funds out of there as soon as i get in!

[Z-tight]

I am getting my funds out of there as soon as i get in!

That is a recommended thing to do, your funds should not be stored in a centralized exchange or custodial service, but in your self custodial wallet, so you should move it there when you get the opportunity.

As for the issue with 2fa, i don't fully understand you, if you have already set up 2fa and linked your authenticator with your exchange, then you simply have to get the six digit code from your authenticator and input it when you want to log in to Kraken.

[thevoyager23]

I am getting my funds out of there as soon as i get in!

That is a recommended thing to do, your funds should not be stored in a centralized exchange or custodial service, but in your self custodial wallet, so you should move it there when you get the opportunity.

As for the issue with 2fa, i don't fully understand you, if you have already set up 2fa and linked your authenticator with your exchange, then you simply have to get the six digit code from your authenticator and input it when you want to log in to Kraken.

Hi exactly, why is it not giving me a code.
When I log into kraken, I add username and passwoird, all good.. then 2FA screen. I open Google Authenticator and nothing, just an illustration of a cat playing with a wool ball... i.e no codes...?

[Potato Chips]

I open Google Authenticator and nothing, just an illustration of a cat playing with a wool ball... i.e no codes...?

Do you remember seeing the codes just after setting up your 2fa? or there was nothing at that time as well? because if it's the latter, it appears, it wasn't registered at all.

When i call their 'customer care' number, I get a text right away saysing 'we can see you are calling about a security issue, we can't help you on the phone'... the other day I was on hold for 35 minutes and gave up! I am getting my funds out of there as soon as i get in!

This would mean they can only help you through your support ticket. You could also escalate your case in their social channels. TBH, there's a good chance this could take days so brace yourself.

Next time, switch to aegis app, check if codes are properly registered and always make backups.

[Saint-loup]

Hi exactly, why is it not giving me a code.
When I log into kraken, I add username and passwoird, all good.. then 2FA screen. I open Google Authenticator and nothing, just an illustration of a cat playing with a wool ball... i.e no codes...?

TOTP apps like Google Authenticator or Aegis  are not linked in any way to the platforms. TOTP codes are generated autonomously from a key manually entered or through a QR code, and timestamps. So it means the clock of your smartphone has to be synchronized. I don't know what you call an illustration of a cat playing with a wool ball precisely but it could mean your 2FA TOTP key has been deleted from your app for some reason.
https://datatracker.ietf.org/doc/html/rfc6238

[Z-tight]

When I log into kraken, I add username and passwoird, all good.. then 2FA screen. I open Google Authenticator and nothing, just an illustration of a cat playing with a wool ball... i.e no codes...?

During the initial 2fa set up, after snanning the qr code provided by Kraken using your authenticator, you'll have to get the generated code from your authenticator and input it in Kraken and click 'confirm', only then is the process complete. Can you confirm that this is what you did, though i doubt it, i feel you made a mistake somewhere.