Quote from: xenon28 on December 25, 2011, 05:36:26 PM

Hi, I am fairly new to bitcoins. I first read about them in June but now after a bit of research and with a couple of friends we've decided to take the plunge and buy some. The other day I made an account with Mt Gox and sent some money by bank deposit to them, but my account has completely disappeared. I cannot login with my username and password but more worryingly, their password reset form says that there is no account associated with my email, which I find bizarre. After a bit of googling I've found that I am not the only one with this problem (cf: https://support.mtgox.com/entries/20233722-no-answers-from-mt-gox-claiming-password-reset).

I thought Mt Gox had a reputation as the main exchange for buying bitcoins? It was not an awful amount of money as really it was just to use between me and my friends for fun but I am still worried, how reliable are Mt Gox/what experiences have people had? Ive sent them a support ticket and hoping they can resolve it but really if I do not get my money back or access to my account I would be worried to try buying bitcoins again.

Hi,

First, I'd like to say thanks for choosing Mt.Gox to get your first coins. As I'm only just seeing this now, and we haven't looked into your issue, I can't really say what might be causing the issue. What I do know, is that we often have these types of requests and 99.9% it is not on our end.

Have you contacted our support team? The forum message you reference is from June 29th, around the time of our infamous hack-crash. It sounds like you weren't around then (you can maybe be glad about that!) and our users at the time were going through the claim process to recover their accounts. What I'm getting at, is that this is not a "known issue" Wink

My suggestion is that you log into the email address that you registered your account with, find the confirmation email, and forward that to our support team at support@mtgox.com. This will a) provide you with the assurance that you haven't confused what email address you signed up with, and b) help us to identify you and confirm a), as well.

In the worst case scenario, we can always track down your account via your deposit method. Either way, we'll be able to get you your account back. If there is indeed an issue with our password recovery that we unearth while we investigate your issue, we'll look into it immediately.

Thanks for trading with us, and we look forward to getting to the bottom of this

-Adam