Topic: Old blockchain.info wallet from 2014 and before -16,17,19 words precovery phrase - page 2. (Read 1831 times)

Here is an update, in case people are interested. I sent the following email to Blockchain.com today:

***
Hello again Asha,

Any progress? I wanted to let you know that I tried the same steps I described above on a never-used installation of Edge, and had the exact same symptom of the never-ending flashing circle log-in attempt.

To eliminate the possibility of a wrong password, I tried entering in a few incorrect ones on purpose, including one that I used in the past. Every time it returned "Wrong password." Only when I enter the correct password does it begin the never-ending flashing circle. Please share this information with your engineers, if you think it will help them troubleshoot the problem.

Also, there are two things you can do to help me take action:

1. Tell me the correct derivation path and wallet type for the 12-word pass phrase you issued me in May of 2021, so that I can try to get another wallet to recognize it correctly. Electrum (Windows) has a checksum that will return "invalid" if the 12-word passphrase is invalid. It recognizes my wallet phrase as valid, but it can't see the wallet, probably because one or both of those two values is incorrect. Blue wallet (Android) has the same issue.

2. Send me a recent copy of my encrypted JSON wallet. If it is recent, I may be able to use my current password to decrypt it. It will probably just give me the same 12-word passphrase I already have, but maybe there will be other info in there that will give me a clue why other wallets are not recognizing the account correctly.

As always, thank you for helping me restore access to my funds on your service.

I hope you're having a good day.

Sincerely,
[my first name]
***

If anyone has any ideas on other information I can share or request, please give me advice. My life's savings are in that account, and I'm at my wit's end.

Ignoring your ticket from Blockchain.com support seems to be becoming their style of communication with clients.
Previously, I also encountered complete disregard for my ticket regarding some issue and the issue regarding my wallet was never resolved.  I lost access to the wallet that I asked support about.  The issue was never resolved.  
Fortunately, there were only a few thousand satoshi in the wallet, which of course is very little and can be considered just “dust”.  

  Of course, we can advise you to contact Peter Smith (CEO and Co-Founder at Blockchain.com) and Mimi Brady (VP of Customer Success Blockchain.com) directly.

  Here, for example, X Peter Smith:
  https://twitter.com/OneMorePeter/

  Or Mimi Brady LinkedIn:
   https://www.linkedin.com/in/mimibrady

  However, the experience of other clients also shows that their assistants or secretaries will not necessarily answer you.
  You can probably try to correspond directly with the executives of Blockchain.com.

  But of course there is no guarantee that your issue will be resolve.    

Here is another option for communication, but this guy has not appeared on our forum for a long time: Perhaps he has something to do with the devs of this service. (for PM?) :
https://bitcointalksearch.org/user/blockchainwallet-407333

It is ridiculous how they can boldly write this in a response being centralized as they are. Users will not be getting into thee issues frequently if their wallet was truly non custodian.

It very possibly was and they are aware that the funds there have been long spent. They have terrible customer support service and even worse security protection.

- Jay -

Blockchain are completely ignoring me now.

I've had no response back from their complaints email.

I have no idea what to do now. There doesn't seem to be any external mediator / ombudsman I can go to.

Chances are it was an inside job as I had left the wallet without any intervention since 2014.

It doesn't update. It's the same problem I have with trying to log in. Oh well, I guess it's the same bug, or a related bug.

Still, very weird that it happens to me and doesn't seem to happen to anyone else. I've tried to log in across multiple devices, in multiple browsers, including a fresh installation of Chrome, with no extensions installed, in an incognito window.

Blockchain.com is looking into it, but unfortunately had this to say: "Unfortunately, I am unable to provide an estimate on when this issue will be resolved." So I need to find a fix myself if I want access to my funds anytime soon. :/

Usually, after you confirm your gadget in the Blockchain.com service system by responding to the icon in the message to your email address associated with your account, then on the previous tab of your browser, where there was this inscription about confirming login to your account, you are automatically directed  exactly to your account.  For me it happens this way. 

But you are in correspondence with Blockchain.com support, maybe they will finally answer you more accurately?

Hello. I just made an account to respond to this thread. I too am currently in negotiations with blockchain.com to try to regain access to my account. Their login screen hangs for me, so even after activating my device, I can't get in. Anyone else have this problem? In my case, I have my password and access to the relevant email address, and I STILL can't get in.

I tried your suggestion for downloading the most recent .json wallet, and it gave me a screen of code that included "Authorization Required. Please check your email." So I did, and I authorized the login, but returning to the screen gives me nothing.

Can you teach me how to instruct the blockchain.com website to serve a current version of my .json wallet? What am I doing wrong? It might solve all my problems. (Or not, but I'll take anything at this point.)

Unfortunately, none of the forum members have yet written in any of the topics about interaction with Blockchain.com support and whether he somehow managed to once again receive from the support of this service an archived backup copy of the Wallet.aes.json wallet for that  the same email address to which the wallet was registered.  
Although I asked those who have such experience to write here how difficult it is.  

The situation with this issue is as follows:
you can download the Wallet.aes.json file (current version) from the link (1234...-...-...-...-...bcdef - ID your wallet) :

https://blockchain.info/wallet/12345678-90ab-cdef-1234-567890abcdef?format=json
or:
https://blockchain.info/wallet/<12345678-90ab-cdef-1234-567890abcdef>?format=json

However, you will not be able to get all previous versions of your Wallet.aes.json.  thus, including the version that was sent to your email address upon registration (I think the Blockchain.info service didn't always do this 8 or more years ago ??).  
Apparently, also using publicly available archived archive data of this type:

https://web.archive.org/web/20140322040716/http://blockchain.info:80/wallet/forgot-password
http://web.archive.org/web/20141117184219/http://blockchain.info/wallet/forgot-password
https://web.archive.org/web/20230415162458/https://api.blockchain.info/customer/signup

you will also not be able to get to the specific archive data of your wallet.  

So the question arises:
Will it be possible, as a result of correspondence with the support service, to actually get the first archived copies of your Wallet.aes.  json for which you know the password. ?
And how can you then get their private key in WIF format using BTCrecover or other tools  ?  

So, does anyone have experience with requests like this ?  
Please share your experience.

Just an update.

I received no response from the helpline despite two reminders.

I have therefore filled out a form on the complaints line.

Hoping for a response!

You shouldn't be surprised at all here.  
Out of curiosity, I looked at my correspondence with Blockchain.com support, which ended for me with no solution to the issue regarding one of the old wallets and received the following data:
 1st answer - 1 day,
 2nd answer - 13 days,
 3rd answer - 2 days (answered by another specialist)
 4th answer - 1 day,
 5th answer - 13 days,
 6th answer - 1 day (the third support specialist answered)
 7th answer - 6 days,
 8th answer - 7 days,
 9th answer - 1 day (again, replacement of the performer(!)).
10th answer - 17 days...

 At the same time, on my part, I sent requests directly on the day I received a response from Blockchain.com support.

 So they work differently.  And in general, of course, they are not very user friendly towards clients.  There are many empty and formal answers that are not relevant to the question or request asked.

Well I'm still waiting for a response from Blockchain so it seems like they are ignoring me know. I sent another message to chase them up yesterday but still nothing.

Excellent!
It will be very interesting what they will answer.?
 In general, many early adopters of Bitcoin and cryptocurrencies are interested in the question of how problematic it is to receive archived copies of Wallet.aes.json from Blockchain.com, which were registered back in the days when the service was Blockchain.info.  Having looked at some posts in the topics on our forum on this topic, I still don’t understand how difficult it is to get archived files from support at Blockchain.com.  

---

Having also looked at discussions on interaction with Blockchain.com support, I discovered that, for example, this user Vodka131 writes that he received his Wallet.aes.json from Blockchain.com.  
But it is not clear how realistic it is to get from them exactly the first source files Wallet.aes.json from their archived data.

Thanks very much for your continued support.

I have sent a message to Blockchain using your text and including dates etc.

I will let you know their response.

I would simply write them something like this:

   
    Hello there, 

    I have an email address that I used in 2014 (15,16?) when I first registered my wallet in Blockchain.info. (__@__. ___) (If you remember the exact date of registration, you need to write it down).
   I also have the ID of this wallet ___-_-_-___
   I know the password I used when registering this wallet.
   The source file of this wallet Wallet.aes.json of this wallet was not copied and saved by me in a timely manner.
   However, I believe that an archived backup copy of my wallet's Wallet.aes.json file was saved by your service, since according to your public document (https://www.blockchain.com/en/learning-portal/how-it-works/):
 "We've Got Your Back(up)
 “Your encrypted wallet is automatically backed up to our servers.  To safely store your wallet, we add another layer of security by encrypting your wallet a second time.  Securely storing your wallet on our servers ensures that you can access your wallet from any (and all) of your different devices.”

    Based on the information presented above, I ask you to send to my above email an archived backup copy of the file Wallet.aes.json of my wallet ID __-_-_-___ (dated 00.00.2014(15)(16?)

Best,


And very interested to see what they answer.

So I replied to them in a more stern manner this time and once again asked for the email to be changed back to the set-up email. This is their response:


Thank you for your message.
 
I am afraid that no manager can resolve this, as we have been telling you, our wallets are non-custodial, we are unable to make the change you are asking us to do. We cannot change its email address as your wallet is non-custodial only.
 
Additionally, if there is an email change that you may not have done, it means that this account has been compromised, a third party may gained access to it and in turn changed its email address and even likely its login password that we cannot know of. What we have been telling you is that there is noting else we can do to assist you when it comes to regaining access into that account which account has not been accessed for multiple years now.
 
We cannot also know if there are any funds held within that account either.

As a non-custodial wallet provider, we do not have access to or knowledge of the addresses within users' DeFi Wallets, nor do we have access to users' funds within those wallets in any way. This helps protect our users' security and funds from malicious parties; however, it also means that we have limited information about them.

You can learn more about how our wallet functions with the information below. Sorry that we could not be of more help.
https://www.blockchain.com/learning-portal/how-it-works
https://www.youtube.com/watch?v=wOzqspulYf0
 
Mike | Blockchain.com Support



So now I have no idea what to do, I guess I try their complaints line?

Thank you for your reply.

Yes, if they could send me the file then that would work as I have the set up password.

Earlier in the correspondence i sent them the wallet ID. This is when they responded by saying the email address attached to it was a different one. So I guess if they have found the wallet then the Wallet.aes.json is there also?

If they could just revert the email back to the set up one, this would solve it. I guess the only thing is that if someone else has entered the file then they may have changed the password?

Yes it's frustrating as I have literally all of the security info. It's just the email that has changed. I'm thinking that something happened during that period around 2016, and it could easily be an error by Blockchain.

I'll send them another email and let you know what happens.

I also think that 18 of your letters is too many and it’s too annoying. 

But I would try to continue correspondence with them and start asking or maybe persistently demanding that support send you an archived backup Wallet.aes.json (created when registering your wallet) for your ID by email.  Judging by what they wrote in their documents, they probably have these files in their database archives.  But of course you need to know your password that you used when creating your wallet. 
I think it's just quite laborious to search for these archived backup files, and it's easier for them to write you and all other users the same type of formal answers that don't solve the user's problem.  But I don’t know, of course, when they backed up their databases. 
I would also start referring to consumer protection legislation.  If you have cryptocurrency in your account, then the lack of access to it due to the fault of the service is clearly an offense on the part of this service. 

This is how I would act. 

And we also need to ask our forum users if they know of cases when Blockchain.com support sent them archived copies of Wallet.aes.json?

Ok so this is the response I got back from Blockchain:

Hello,
 
As we wrote, unfortunately we are unable to help recover or reset passwords. This is not a matter of policy but simply that it is impossible for us to reset a wallet's password due to the way the file encryption is designed. Please try every possible password combination you may have used.
 
You can use the legacy mnemonic to reveal the password at the time of recovery phrase creation here,
https://login.blockchain.com/wallet/recover-wallet  Keep in mind the mnemonic recovery phrase only reveals the password at the time of phrase creation, if the wallet’s password has been changed since the recovery phrase was created then the information it provides may be inaccurate and out of date.
 
The older version of our wallet has been discontinued. This transition period was ongoing throughout most of 2016, and now upgrading your wallet to the latest version is required to access funds.
 
Wallet.aes.json backups can be imported here: https://login.blockchain.com/wallet/import-wallet . Please note, this process does require the correct wallet password in order to decrypt the file.
 
If you do not have the correct password or an accurate recovery phrase, then access to the wallet and any funds it may contain has been lost.
 
You can read more about how our Blockchain digital currency wallet works - https://www.blockchain.com/learning-portal/how-it-works


So I've sent a total of 18 emails so far. On virtually all of them I have spelled out that I have the ID, password and mnemonic code. Yet his first line is "As we wrote, unfortunately we are unable to help recover or reset passwords"

I am losing the will to live lol.

I am thinking that maybe the email change has something to do with the transition of the wallets in 2016? I have no idea. All I need is for them to change the email back to the original one used for the set up.

I just can't believe the ineptitute of the helpline staff. Should I just send a message to their complaints line at this stage?

Yes that's true, though i won't give up.

Their answers are very much robotic, copy and paste.

It's shocking really that company who hold the keys to so many peoples money / life savings/ fortunes, are so apathetic and blase about it.

Banks get a bad press but they are leagues ahead.

I see you very politely write a letter in support of Blockchain.com.

 I also started to communicate with them politely, but when I went to the 5th or 6th useless and stupid answer, my nerves could not stand it, my letters became rude and demanding. 

In my opinion, the support team has a special technology to write the first 5-7 answers about nothing at all and do nothing.  Perhaps the problem applicant will get tired of this and he himself will be left behind forever with his problem.  Especially when he has a couple of dollars, or a couple of tens of dollars in his account.