So story time!
I have been dabbling in bitcoin for around a month. And last week my phone broke. No real issues, right... Right?
The issue is that Google Authenticator does NOT back up codes and restore it to new phones as i thought. So when i installed the app again on a working phone i was boned. But then again no issues right? I can just contact support? Yes you can contact support, But they have been little to no help for around 7 days now.
I started out explaining my situation stated that i lost my phone and that i needed to access my account. Along with as much information as i was willing to give them over email.
They replied with a automated email stating that i needed to supply them with alot of personal information. That is also fine, they need to validate that i am the person that i'm calming to be. But here is the kicker. They did not provide me with a secure way to give them the requested information.
(To those who does not know. Emails are not encrypted.)
So i reply to the automatically generated email asking for a secure way of supplying my information to the company. I get the following response:
I understand your concerns. However, we do not ask that you send any documents via email, and we will ask you to remove those emails for security reasons.
Okay we got a live one! I explain in a longer email that i would not feel comfortable sharing sensitive information over email as it is not a secure communication platform, and that deleting emails from my inbox does not help the security situation. i get the following response:
We also rely on temporary information. Once provided, I can guide you through the following steps of the process.
I'm now more confused than before. i don't really understand what this woman is trying to communicate to me and i try again to explain the situation that email is not a sec ure way to send sensitive information even providing links to websites explaining this. (To Wikipedia) this was send on 07-11. Today i send them a follow up that i have not heard back from them and that i would like this case solved as soon as possible. I get what looks like a canned response from another person at Kraken stating the following that has nothing to do with my initial case:
We certainly understand your concern about your privacy as an individual. I do hope that you also understand why we have these strict security measures in place. As a business that deals with finances, we have to make sure that we meet all legal regulations imposed on us and at the same time ensure that our clients are being given the best secure services we can offer.
We here at Kraken take security very seriously. For your reference, we have never been involved in any breach since our launch in 2013. In addition, we have never sold our clients' confidential infor mation and do not have any intentions of doing so in the future.
If at any time you change your mind about our security requirements, please feel free to get back to us and we will be very glad to assist you.
I quickly explained the saturation to this other Kraken employee and is now waiting for a response.
TL:DR: Google Authenticator does not back up your 2FA codes. Do this yourself. Currently locked out of my Kraken account.
Edit: Just as i posted this a response came in from Kraken:
I do understand your concerns.
I will speak with our Security Specialist and see if we can come up with an alternate solution. This may take a couple of days, due to the upcoming weekend.
We appreciate your patience.
Maybe they will take security concerns more serious?
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