Hi guys,

I've been inactive for about 8 months since the Mt. Gox crash and am just returning to see how things were. I recently tried to access my Mt Gox account and couldn't get in. Tried password recovery and it didn't work. Now they are telling me they can't help me recover my account (which had a balance in both cash and bitcoins in it!)

I feel the need to share this here and see if anyone here might be able to point me in the right direction to help get this issue solved.

I've included my transcript with my support request below:

Quote

Request #20925
unable to access account
Feb 19 20:32

Hello, I tried to access my account and could not get in. I tried to recover password and did not get the email.

Can you please help me out?

Comments
Mt.Gox Support
Support Desk
Hello Aaron,

Thank you for contacting us. Please be aware that all inactive accounts become disabled after awhile. We can re-activate your account for you. In order to locate your account, we will need your Merchant ID. Do you still have this available for us?

Thanks,

MtGox.com Team

February 20, 2012 13:05
Aaron Moore
Hello,

I am not familiar with the Merchant ID. Its been a while since I used this.
What can I do to help re-activate?

Thank you,

Aaron Moore

February 20, 2012 13:32
Mt.Gox Support
Support Desk
Hello Aaron,

Do you have any old emails or transfer details with Mt.Gox? It is your account number. Unfortunately, it is needed to locate your account since we can not locate your account from your email address nor username.

Thanks,

MtGox.com Team

February 20, 2012 13:36
Aaron Moore
I do have an earlier support request from june 21 2011:

Dear mooreaa,

We have received a recovery request for your account that pointed to this
email.

To verify this email and enter the recovery process, please use the link
below.

Please note that this link will allow you to verify the status of your
recovery request in the future. Once your recovery has been successful your
account will be reset with the password you provided in the previous step.

https://claim.mtgox
.com/?claim_id=aa786f4c-f699-4824-bca3-ea14e704e953&claim_code=FVHSMG48Y3WN7TLA4LW6ZMDWZEWSXCZ5

Best regards,
The Mt.Gox team

This email is an automated email resulting from the submission of the form
on https://claim.mtgox.com/

The form was submitted by:

IP: 128.193.8.92
User Agent: Mozilla/5.0 (Windows NT 6.1; WOW64) AppleWebKit/534.30 (KHTML,
like Gecko) Chrome/12.0.742.100 Safari/534.30

I also sent in another request:

Your request (#418) has been updated.

To review the status of the request and add additional comments, follow the
link below:
http://support.mtgox.com/tickets/418

You can also add a comment by replying to this email.

------------------------------

*Adam Yamaguchi, Jun-16 16:34 (JST):*

Hello,

It shows this has been processed on our end. Please just let you bitcoin
program run for a while and you should see them there soon enough

Thanks,

MtGox.com Team
------------------------------

*Aaron Moore, Jun-12 13:45 (JST):*

Hello,

How long do I typically have to wait for a transfer to complete from MtGox
to my account?

I setup a transfer on my account (username: mooreaa) to my
computer: 1GNab3SwX97AZn4wojGqjzxTTkPWiLJgTb earlier and I have no way to
see the status.

Thank you,

Aaron Moore

Does this help?

Aaron Moore

February 20, 2012 15:02
Mt.Gox Support
Support Desk
Hello Aaron,

Unfortunately, there seems to be no Merchant ID included in the message you have forwarded. Do you have any other emails detailing information such as deposits? We can only locate disabled accounts from Merchant IDs. We apologize for any inconvenience caused.

Thanks,

MtGox.com Team

February 20, 2012 15:29
Aaron Moore
I think I never got a Merchant ID. Is this something new after you guys go
hacked? I remember filling out the form and such but I don't recall getting
logged in after that. I've scanned all the previous emails and I don't have
any info on that. When you say transaction info, I think I affiliated by
Dwolla account with Mt. Gox:

My Dwolla account # is 812-548-4687

But I don't think I made any cash transactions. I think my last transfer to
Mt Gox was:

2011-06-23 07:32:27
168mNVCdfTsgUeRVv8A9vS4G9Kj2Su2G1V12.87
BTC

according to my account on mining.bitcoin.cz

Aaron Moore

February 20, 2012 15:52
Mt.Gox Support
Support Desk
Hello Aaron,

Unfortunately, we can not locate your account without the Merchant ID, which was assigned to every user when an account was opened. All users have been using their Merchant ID for their deposit transactions ever since Mt.Gox was opened.

Currently, we do not use claim forms for compromised accounts anymore since it has been over 6 months since the hack.

Since we are unable to locate your account without the Merchant ID, we suggest opening a new account with us under the same email address. We apologize for any inconvenience caused.

Thanks,

MtGox.com Team

February 20, 2012 15:55
Aaron Moore
Not cool dude, I have MONEY AND BITCOINS in my account. Please don't close this case. I need some way to recover this as I had cash and bitcoins on your server.

February 20, 2012 16:12
Mt.Gox Support
Support Desk
Hello Aaron,

Please try and locate your Merchant ID from the information you have. Unfortunately, as we have mentioned, there is no way for us to locate your account other than by the ID number. After inactivity, everything is deleted from your account except your ID number and your past transactions.

Thanks,

MtGox.com Team

February 20, 2012 16:13
Aaron Moore
Hi, I really did look though the various emails from you guys and do not see any mention of a Merchant ID. My login was "mooreaa" before and it was associated with this email address. Here are the earlier emails that I had from you with regards to trying to recover my account.

Dear mooreaa,

We have received a recovery request for your account that pointed to this email.

To verify this email and enter the recovery process, please use the link below.

Please note that this link will allow you to verify the status of your recovery request in the future. Once your recovery has been successful your account will be reset with the password you provided in the previous step.

https://claim.mtgox.com/?claim_id=aa786f4c-f699-4824-bca3-ea14e704e953&claim_code=FVHSMG48Y3WN7TLA4LW6ZMDWZEWSXCZ5

Best regards,
The Mt.Gox team

This email is an automated email resulting from the submission of the form on https://claim.mtgox.com/

The form was submitted by:

IP: 128.193.8.92
User Agent: Mozilla/5.0 (Windows NT 6.1; WOW64) AppleWebKit/534.30 (KHTML, like Gecko) Chrome/12.0.742.100 Safari/534.30

and another:

Dear user,

Your account recovery request has been updated.

Please follow this link (the same as in the previous email) to see your recovery request status, if it was successful or not.

https://claim.mtgox.com/?claim_id=aa786f4c-f699-4824-bca3-ea14e704e953&claim_code=FVHSMG48Y3WN7TLA4LW6ZMDWZEWSXCZ5

Best regards,
The Mt.Gox team

This email is an automated email resulting from the submission of the form on https://claim.mtgox.com/ and verification by our team

Dear mooreaa,

On Fri 30 Sep 2011 10:49:42 PM GMT your asked for a password recovery.

If you didn't make this request yourself, you can inform us by replying to this email. If you did, you can use the link below to have your password reset.

Your login: mooreaa

The password reset key: cNgkkHDciqDwnEL+ncZENSoATZY2GXeLej3fFw

https://mtgox.com/users/forgot?login=a71debbc-f653-466a-8aeb-c7910fd38a36&password_key=cNgkkHDciqDwnEL%2BncZENSoATZY2GXeLej3fFw

Best regards,
Mt.Gox team
info@mtgox.com

The request was made from:
IP: 74.92.169.169
Browser: Mozilla/5.0 (Windows NT 6.0; WOW64) AppleWebKit/535.1 (KHTML, like Gecko) Chrome/14.0.835.186 Safari/535.1

So.... there are many different keys and IDs here that clearly must be associated with my account. As to why I don't get the recovery email any more is a mystery but one that I feel is definitely in your realm. Clearly you must be able to search the DB using one of these keys to find my ID as these keys were generated by your system.

I would really appreciate your support and help in resolving this matter.

February 20, 2012 16:21
Mt.Gox Support
Support Desk
Hello Aaron,

Unfortunately, as we explained earlier, we can not locate your account from the information you have provided. To clear our database, inactive accounts are purged except for Merchant ID and account balances. From our database, there is no way for us to locate your account just from your username, email address, nor password recovery information. We apologize for any inconvenience caused.

Thanks,

MtGox.com Team

February 20, 2012 16:24

Does anyone have any ideas?

mooreaa

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