Topic: Old blockchain.info wallet from 2014 and before -16,17,19 words precovery phrase - page 3. (Read 2000 times)

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password has been changed since the recovery phrase was created then the information it provides may be inaccurate and out of date.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.   

Thanks for your advice guys.

I have sent the following email to Blockchain:



Hi Mike,

As you can imagine, I’m very frustrated about not being able to gain access to my wallet as this represents a significant amount of money to me.

As I have the following information:

Set up e-mail address
Confirmation email from Blockchian.com for set up
Wallet ID
Password
17 word mnemonic code (17 as it was set up in 2014)

This should be all the information I need and the apparent change in email address is out of my control.


The email address isn't involved in encryption as the "wallet.aes.json" file on your server can exclusively be decrypted by the password.

I am seeking advice on a crypto forum. Blockchain.com has reverted email addresses for forum members and this what I am asking for you to do.


Please could you help me to gain access to my wallet by reverting the email to the original set up email.

Your records should show this and I can provide proof as I have emails from blockchain.com to this email address.


Many Thanks,

That's only useful if he has access to the encrypted wallet file.
Without access to the email to authenticate the login, he wont be able to get it using tools that can download it from their server.

What's troubling in Osiris100's case is the fixation of Blockchain's support in the password (unable to reset password) despite him having access to the password.
Perhaps they are misunderstanding your query that leads them to deny any request to reset your associated email address?

As far as what the so called "very way the file encryption is designed" is concerned, the email address isn't involved in that encryption as the "wallet.aes.json" file in their server can exclusively be decrypted by the password (plus second password if set).

Actually, what Blockchain.com support writes about is that if you yourself did not change the email address to confirm login to your account, but this email address has been changed, it means that someone did it and the wallet is definitely compromised.  
And of course you can’t use it even if you still get access to it.

 In your case, I would try the following course of action.  

If you know for sure that it was from your currently working email address that the wallet was registered, then you can continue corresponding with support and invite them to send you an archived backup copy of the Wallet.aes.json file (by the way, if you don’t know the .  aes. means that the file is encrypted in this case with a password that you yourself created during the initial registration of your wallet).
 The Blockchain.com service has a tool for importing Wallet.aes.json using this password, known only to you. (https://login.blockchain.com/wallet/import-wallet)
 After such decryption, you will be able to find out the privatekey of your account.  And accordingly gain access to this account.
 However, it may be difficult to ask support to send you this file.  It really is possible.  Here I don’t know how user-friendly they are.  Their arguments may also be logical and consist in the fact that such sending of the Wallet.aes.json file is also partly a violation of the security protocol.  Due to possible hacking of your email address.
 But still, it is precisely this way of solving the problem that I would move on.

 Here are some more useful links to Blockchain.com documents for communicating with support and for a substantive, reasoned discussion of your rights as a consumer of the services of this service

https://www.blockchain.com/en/legal/terms

https://www.blockchain.com/en/legal/privacy

https://www.blockchain.com/en/learning-portal/how-it-works/


Here is another useful post nc50lc on this topic (Wallet.aes.json)

https://bitcointalksearch.org/topic/m.63278032

This is the response from Blockchain. I re-iterated that I had the original email address and would like the current email (which i don't recognise) to be changed back:

Hello,
 
Thank you for your message and I am sorry to hear about this. If there is an email change that may have performed in your account that you do not recognize then your account should be considered as compromised and it should be no longer used.
 
Unfortunately, we are unable to help recover or reset passwords, nor can we change back the email address of that account. This is not a matter of policy; this is due to the very way the file encryption is designed. If you’ve forgotten your password, please try every possible password combination you may have used when you created your wallet, bearing in mind punctuation and capitalization. If your account was compromised, then I am afraid that this is likely the reason you are unable to access it.
 
If you backed up your wallet using its 12 word recovery phrase, then you can recover access to your account by clicking here or by clicking "Forgot Password" on the mobile app. If the "Continue" button is inactive or you receive an “Invalid Recovery Phrase” error, then the recovery phrase submitted is inaccurate.
 
If you do not have the correct password or an accurate recovery phrase, then access to the wallet and any funds contained in your DeFi Wallet have been lost. You can read more about how our wallet works here: How it Works | Blockchain's Non-Custodial Wallet
 
If a wallet becomes compromised, it should not be used to hold funds. You can visit https://login.blockchain.com/#/signup and create a new wallet with a new email address and a new, unique password. Before sending funds to this new wallet, complete all Security Center steps under the Basic tab. This includes verifying your email, enabling 2FA, and making a backup.
 


I have no idea what to do now. Looking back at my emails from Blockchain, I had the confirmation of account set up straight away. Then in 2017 I had an email asking me to confirm my email (I can't remember seeing this at the time so I assume that I didn't) Then finally I had one in 2018 which was a news letter. If the account has become de-activated, would it have been linked to another email address? Any ideas what to do?

I have no doubt that if you previously sent confirmation of your email address when registering your wallet in Blockchain.info / Blockchain.com, then this data is probably saved.  This is due to the fact that this service publicly states in its service documents that data backup is carried out in their service in the form of an archival backup copy of the Wallet.aes.json file for each new wallet. 
So they definitely have your email address. 

Please report here on this forum thread how your problem is progressing.
 I think this is important and relevant for many users, especially among old forum users.

Thank you for your advice.

I have asked support to change the email back to the original one used to create the wallet. I'm not sure they will as nothing has been easy so far and they seem to have no trace of this email address.

I'm being pessimistic but if I ever do get access to my wallet I suspect the contents will be gone ;-(

If someone has changed the email address they surely they would have had access.

In fact, this data should have been processed by Blockchain.com support so that you could restore access to this wallet.

 And immediately after this you will be able to find out private key of your address and you will be able to use the address from another compatible wallet, for example Electrum.  And forget about Blockchain.com as a “bad dream”. 

When I started corresponding with their support, I had the same data that you wrote, and I also knew exactly the date of creation of my wallet. 
And as a result, everything worked out.
 I would encourage you to continue to press Blockchain.com support for an adequate response to resolve your issue. 

By the way, I corresponded with them, sending them about 7-8 of my requests, including quotes from legislation (GDPR).  And accordingly, they also answered me 7-8 times.  At some point in the correspondence, they informed me that they had forwarded the question to technical specialists.  And after that it was decided.  In the original wallet, technical specialists replaced the email address with a new one.

To be honest, dealing with Blockchain.com support is like hitting my head against a wall.

It also seems crazy that when you change the email address for the wallet, that confirmation isn't sent to the original email address. Basically there is no way of knowing that someone has hacked your wallet.

Although I have given the email address used to set up the wallet, they don't seem to have the ability to track this. What I need is for them to change the email back to the original one but I don't think they will.

They have advised me (via a lot of cut and paste paragraphs) to set up a new wallet, give them evidence that I think the original wallet is compromised, then transfer contents from the old wallet to the new one.


How am I going to do that when:

1 I don't have access to the original one
 
2 The contents of the original wallet are almost certainly gone!


So I have the following info:

Original email address used to set up the wallet
Wallet Identifier
Password
17 word phrase

Yet despite this, they are offering zero help to access my own wallet.

Massively frustrated.

In my opinion, when I changed the email address in my Blockchain.com account to a new one, no message was sent to the old address.  Apparently, according to their algorithm, you just needed to confirm the new email by tapping the confirmation icon in the incoming letter from Blockchain.com to the new email address.  So that’s probably why you don’t have a warning about changing your email address in your old mailbox.

  But we are all interested in how users contact Blockchain.com support.
  Please write later what you got from them.  Were you able to restore access to your wallet?

I checked my emails from Blockchain and there were none to report a change in email address.

I'll report as hacked and see what happens.

Yes, that is the reasonable assumption given the situation. Have you checked the email address for any message of a change in email address or an access to the wallet that you did not initiate.

Give that information to their support, reporting the account as hacked. If you had any funds on the wallet before, you can consider that lost already.

- Jay -

I actually found the email address associated with my Blockchain.com wallet (it was the one I thought it was all along and I found the confirmation emails from Blockchain upon set up) This is a functional email but wasn't working on the Blockchain login. After much discussion with Blockchain support, they searched using my wallet ID.

They said this ID is linked to an email address which definitely isn't mine (they didn't give me the full address but a couple of letters)

Should I assume that my wallet has been hacked and that the hackers changed the email address?

I have no idea what to do now. Do Blockchain have a fraud department?

I have the set up email address and all security info.

   By the way, at some stage of my long correspondence with the Blockchain.com support, they also suggested that I contact a  Unciphered company, that would help restore access to the wallet based on my incomplete data.  Apparently they are simply looking for naive clients for this company, or they organized and control it themselves.  Naturally, I answered them so that they would not fool my brain with all sorts of stupid crap, since my question was not about finding lost passwords or mnemonics, but the question was simply simple - the question of replacing an outdated and non-working email address with a new one and using this address for confirmation  my wallet login.
   This is a vicious practice of their support and, in my opinion, they do not behave user-friendly at all.  This is bad for their image, which is clearly spoiled by me because of such stupid correspondence on basic issues.  As a result, Blockchain.com will lose many of its users.
    Personally, I will never use their wallet again because I restored my privatekey and I no longer need their wallet at all.

Such thing can be done by contacting their support like in delfastTions's experiment.
20% fee is too much for a task requiring the information that you already has.
(edit: see his reply in the next page)

Besides, if that service can do that without KYC, why is their support requiring KYC?

Have you passed KYC in that wallet before?
If not, I can't see why they now require it to verify the ownership of the wallet, it makes no sense.

Since you have the original email and some wallet-related info, there may be a way to use those to change the associated email.
Use delfastTions's approach.

That will be a lost cause, the password recovery mnemonic wont be any of help as it will just show your password which you already has.
I showed the link since you've asked and in case you're curious on how it's computed, in case you know the language of their code.

Regarding the external Crypto Asset Recovery firm:


The crypto recovery firm mentions somewhere that they helped people with email issues:
https://cryptoassetrecovery.com/posts/not-receiving-blockchain-authorization-emails
-->On the bottom of the page after mentioning the official KYC procedure to change the email it says:
"This can often be a frustrating -- and time-consuming! -- process to go through. We have helped dozens of people change the email addresses associated with their wallets -- often within a couple of hours. If you’d like help working through this process, please contact us."

That sounds promising but they take 20% which is kind of steep for a "couple of hours" of work as opposed to a weeks long brute force effort...
But I guess something to consider.


Thanks for the link! Gotta look into that, no idea what to do there... do I need to compile stuff? It's the source code right... you're saying I could recalculate the words? Because yes I do have the password still...

Yeah I do have the password but basically the solution now is KYC or that service....

Thanks

That service offers bruteforce service to partially lost passwords which isn't the issue in your case.
They even have a note in the site that:
That password recovery mnemonic will be useless in your case since it'll just show your password when restored to their old recovery webpage.
Unfortunately, it's different from the new version's 12-word BIP39 mnemonic seed.
Anyways, try to reproduce it from their old code: github.com/blockchain/unused-My-Wallet

Have you mentioned to them that you have your password?
If yes, they must have been told to always recommend it regardless of the users' situations or they aren't paying attention to the actual concern.
If not, the whole debacle about their suggestion to use the service and try to recover the mnemonic is due to that lacking crucial info.