[ANN] KRAKEN.COM - Exchange with USD EUR GBP JPY CAD BTC LTC XRP NMC XDG STR ETH - page 219.

Newar

legendary

Activity: 1358

Merit: 1001

https://gliph.me/hUF

Quote from: Serpens66 on January 26, 2015, 11:07:23 AM

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.

Quote from: Serpens66 on January 26, 2015, 11:07:23 AM

Quote from: Newar on January 26, 2015, 10:58:12 AM

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.

Quote from: Serpens66 on January 26, 2015, 11:07:23 AM

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

Serpens66

legendary

Activity: 2926

Merit: 1131

Quote from: Newar on January 26, 2015, 10:58:12 AM

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)

Quote from: Newar on January 26, 2015, 10:58:12 AM

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 >.<

Newar

legendary

Activity: 1358

Merit: 1001

https://gliph.me/hUF

Quote from: Serpens66 on January 26, 2015, 10:34:57 AM

[...]
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: [email protected] (which you probably already know)

Quote from: Serpens66 on January 26, 2015, 10:34:57 AM

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)

Quote from: Serpens66 on January 26, 2015, 10:34:57 AM

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.

Serpens66

legendary

Activity: 2926

Merit: 1131

Quote from: Newar on January 26, 2015, 10:28:15 AM

Quote from: Serpens66 on January 26, 2015, 10:22:51 AM

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.

Newar

legendary

Activity: 1358

Merit: 1001

https://gliph.me/hUF

Quote from: Serpens66 on January 26, 2015, 10:22:51 AM

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

Serpens66

legendary

Activity: 2926

Merit: 1131

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

Serpens66

legendary

Activity: 2926

Merit: 1131

Quote from: Dargo on January 20, 2015, 09:03:27 PM

Quote from: Dargo on January 20, 2015, 04:38:47 PM

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.

Quote from: Serpens66 on January 20, 2015, 06:54:14 AM

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)

mithrandi

member

Activity: 75

Merit: 10

Quote from: Dargo on January 20, 2015, 09:03:27 PM

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.

Dehumanizer

member

Activity: 77

Merit: 10

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

Yunus

sr. member

Activity: 244

Merit: 250

Quote from: Dehumanizer on January 23, 2015, 12:15:20 PM

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

member

Activity: 77

Merit: 10

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

sr. member

Activity: 244

Merit: 250

Quote from: Dehumanizer on January 23, 2015, 09:55:29 AM

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

member

Activity: 77

Merit: 10

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

sr. member

Activity: 244

Merit: 250

Quote from: Dehumanizer on January 23, 2015, 08:51:42 AM

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.

Dehumanizer

member

Activity: 77

Merit: 10

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

Dargo

legendary

Activity: 1820

Merit: 1000

Quote from: Dargo on January 20, 2015, 04:38:47 PM

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.

Quote from: Serpens66 on January 20, 2015, 06:54:14 AM

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).

Dargo

legendary

Activity: 1820

Merit: 1000

Quote from: Dargo on January 15, 2015, 03:02:39 PM

Quote from: Serpens66 on January 15, 2015, 07:48:47 AM

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:

Quote

{'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

legendary

Activity: 1820

Merit: 1000

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.

Quote from: Serpens66 on January 20, 2015, 06:54:14 AM

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.

Serpens66

legendary

Activity: 2926

Merit: 1131

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

legendary

Activity: 1820

Merit: 1000

Quote from: ehmdjii on January 16, 2015, 05:30:59 PM

Quote from: Dargo on January 16, 2015, 05:11:52 PM

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.

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