Problems with BlockChain.info Two Factor Authentication

Earthness2000

newbie

Activity: 5

Merit: 0

Quote from: meelos on July 22, 2013, 09:42:44 AM

Same here although I've not had any response after six weeks!

I bricked my mobile phone and had to request the removal of my 2-factor authentication on 18th June 2013. I've contacted the support desk a further 5 times since but still no response.

My ticket status' simply state that they are "Awaiting assignment to a support agent".

Awful service.

they wont reply ofcourse , people does not read , if you lost your 2fa , you sumbit the form , after that you go on your mail and approve it , then they send sms code to the device and wait , the sms contains "hey someone wants to reset your 2fa , is that really you or no ?" they send cancelation link on the sms, if the real owner says "hell no its not me " then the process will be canceled , OR if it wont be any reaction from the sms sent then after a while your 2fa will be reset within xx hours . the process takes that much long , in case the owner does not see the sms or he is busy reading his phone (security shits measure)

iron77

member

Activity: 112

Merit: 22

Nice!

You're saying 'ticket', so to confirm, was https://blockchain.zendesk.com/ the place where they have finally made the contact with you? Also, when did you opened the ticket?

meelos

newbie

Activity: 38

Merit: 0

Just thought I'd let you all know they've resolved the ticket and reset authentication. This was their message:

"We've approved your two-factor authentication reset request. Thanks again for being a blockchain user Smiley

We apologize for how long this took. We have a lot of safeties in place for good reason, but it can make processing these requests quite tedious and slow. We're experiencing some growing pains as nearly 400,000 users rely on our free service. We're doing our best to keep up and plan to add more resources. As we've gotten bigger there are a lot of smart people trying to take advantage of uninformed Bitcoin users."

So hopefully they'll resolve everybody's ticket soon too.

iron77

member

Activity: 112

Merit: 22

Thanks for reporting that. Hopefully they will take care of it sooner or later.

meelos

newbie

Activity: 38

Merit: 0

Just received a standard email saying:

" Your request (#****) has been solved. To reopen this request, reply to this email or click the link below:
http://blockchain.zendesk.com/tickets/****"

Although when I tried to login the 2-factor authentication is still required... So they've solved nothing. Probably just closing tickets en-masse to reduce the backlog.

Sent a reply... I'll wait a while longer before I start bombarding every periodical I can find to see if one of them is interested in investigating. Blockchain is a pretty big fish in the Bitcoin pond, it bears the burden of responsibility and should be held accountable for such a crappy service. If it's a funding issue then I'd be happy to pay for support for something that is my mistake. It is free after all. But still, if you can't support 2-factor, don't make it available.

:/

iron77

member

Activity: 112

Merit: 22

Unfortunately, they seem to be unreachable on any method, email, zendesk, bitcointalk PM. Sounds like only thing we can do now is to hope they will show up at some point of the future :/.

meelos

newbie

Activity: 38

Merit: 0

Quote from: Mooshire on July 29, 2013, 10:29:28 PM

Quote from: meelos on July 29, 2013, 08:51:10 PM

Make it 7 weeks... Just no response whatsoever. I hear that some employees are monitoring the forums so I guess I just have to wait until this thread gets bumped into someones radar. Sad

Don't even bother submitting a zendesk ticket, they get sent to the void.

Is there any other way of getting through to them?
Going on 8 weeks now. Sad

Thanks.

Abdussamad

legendary

Activity: 3640

Merit: 1571

If you have backups you can just import the private keys to a new desktop wallet and forget about blockchain.info. I recommend electrum.

iron77

member

Activity: 112

Merit: 22

6 weeks here also. I've tried few methods but no response anywhere.

🏰 TradeFortress 🏰

vip

Activity: 1316

Merit: 1043

👻

Quote from: Paladin69 on July 26, 2013, 05:16:15 PM

Quote from: meelos on July 22, 2013, 09:42:44 AM

Same here although I've not had any response after six weeks!

I bricked my mobile phone and had to request the removal of my 2-factor authentication on 18th June 2013. I've contacted the support desk a further 5 times since but still no response.

My ticket status' simply state that they are "Awaiting assignment to a support agent".

Awful service.

I'm having the same problem with all of my blockchain.info wallets. I think Authenticator is out of sync ever since the app updated on my Android. But gmail and other things work fine.

You've been waiting 6 weeks? This sucks.

With 2FA, the site can choose how much "leeway" it has. Gmail probably has a leeway of 2 cycles (+- 59 seconds), while blockchain.info only 1 (+= 29 seconds).

Mooshire

sr. member

Activity: 322

Merit: 250

Quote from: meelos on July 29, 2013, 08:51:10 PM

Make it 7 weeks... Just no response whatsoever. I hear that some employees are monitoring the forums so I guess I just have to wait until this thread gets bumped into someones radar. Sad

Don't even bother submitting a zendesk ticket, they get sent to the void.

meelos

newbie

Activity: 38

Merit: 0

Make it 7 weeks... Just no response whatsoever. I hear that some employees are monitoring the forums so I guess I just have to wait until this thread gets bumped into someones radar. Sad

Paladin69

hero member

Activity: 784

Merit: 1000

Quote from: finway on November 29, 2012, 11:19:20 PM

Quote from: sebicas on November 29, 2012, 11:06:43 PM

This is the second time I need to request BlockChain.info to reset my Two Factor Authentication since is not working... it keep saying "Authentication code is incorrect - X login attempts left"

I am using Google Authenticator on a Nexus S

Anyone else having the same problem?
Any idea of how to solve it?

Check your clock.

Actually for me this worked. My Automatic date & time wasn't checked on my Android. That is crazy picky because gmail works. I guess that is a good thing.

Paladin69

hero member

Activity: 784

Merit: 1000

Quote from: meelos on July 22, 2013, 09:42:44 AM

Same here although I've not had any response after six weeks!

I bricked my mobile phone and had to request the removal of my 2-factor authentication on 18th June 2013. I've contacted the support desk a further 5 times since but still no response.

My ticket status' simply state that they are "Awaiting assignment to a support agent".

Awful service.

I'm having the same problem with all of my blockchain.info wallets. I think Authenticator is out of sync ever since the app updated on my Android. But gmail and other things work fine.

You've been waiting 6 weeks? This sucks.

meelos

newbie

Activity: 38

Merit: 0

Same here although I've not had any response after six weeks!

I bricked my mobile phone and had to request the removal of my 2-factor authentication on 18th June 2013. I've contacted the support desk a further 5 times since but still no response.

My ticket status' simply state that they are "Awaiting assignment to a support agent".

Awful service.

sebicas

member

Activity: 69

Merit: 20

Quote from: finway on November 29, 2012, 11:19:20 PM

Check your clock.

Besides BlockChain.info I have Gmail, MtGox & many other sites... and I have no problem with those... so I don't think is a problem with the clock.

finway

hero member

Activity: 714

Merit: 500

Quote from: sebicas on November 29, 2012, 11:06:43 PM

This is the second time I need to request BlockChain.info to reset my Two Factor Authentication since is not working... it keep saying "Authentication code is incorrect - X login attempts left"

I am using Google Authenticator on a Nexus S

Anyone else having the same problem?
Any idea of how to solve it?

Check your clock.

sebicas

member

Activity: 69

Merit: 20

This is the second time I need to request BlockChain.info to reset my Two Factor Authentication since is not working... it keep saying "Authentication code is incorrect - X login attempts left"

I am using Google Authenticator on a Nexus S

Anyone else having the same problem?
Any idea of how to solve it?

Topic: Problems with BlockChain.info Two Factor Authentication (Read 5536 times)