Quote from: picobit on March 18, 2015, 08:29:32 PM

Quote from: helluvaname on March 18, 2015, 06:46:45 PM

I broke my phone. Completely. So I can enter correct login and password, but I am requered to enter google code right after that. Which I cannot do. And I cannot set up 2fa on my new phone because i cannot log in. I can recieve messages and calls at my phone number registered at Bitfinex. I have full access to my email. I even successfully changed password, received it to my email, but still couldn't login because of 2fa.
Please help ASAP, my stop loss is too low.

A piece of advice, not to helluvaname, for it will not help him now, but to everybody else:

Save your Google Auth codes when you set up 2FA, it is only a question of time before your phone breaks. If you did not do it, disable 2FA now and reenable it right after, this gives you a second chance to save the key. The problem it that it has to be slow and tedious to work around a lost 2FA code - there would be no security in it if the hacker could just hack your gmail account and write to support. Some sites have a policy of waiting weeks before giving access if you lose 2FA!

Great advice!

It is helpful to imagine that Bitfinex will assume that anyone making a request about a broken phone is a hacker who has gained access to the account-holder's email account.

I do NOT work for Bitfinex - just giving some advice.

Hey BITFINEX!!

If the user has SMS/Text based authentication (to secure withdrawals only) enabled and they break their phone and don't have the 2FA, can they use the SMS in combination with access to their email account to reset their 2FA? Don't answer that. Just consider it and the offer it to people that have that trouble. I recommend also allowing clients to submit a photo of themselves so that if they lose access, you can generate a random number for them to write on paper and then take a selfie while holding the paper to show that they are the same person who submitted the photo to expedite all authentication solutions, and maybe let them sign something with their initial deposit address to prove it too, and also allow them to send BitFinex some BTC to expedite it too, since the waiting period is a good idea no matter what and the fewer of these things they can do, the longer they should wait.

Actually, the idea I like the most is requiring the customer to send in some BTC just to start any authentication support, just as a bond against scammers. Most scammers trying to steal accounts would not bother you any more. Maybe "buy down the two week (or whatever it is) waiting period with (you decide how many) BTC per day, fully refundable!" is a good idea too. But I'd say going that route requires that there still be some waiting involved. Maybe the user should be able to set it...

I'll shut up now.