GateHub Watch-only wallet cannot send issue

[Michaelvu]

PLEASE HELP ME!

[panmores]

Try to import the account/wallet with secret key to xumm.app - or might another browser solve the issue?

[at3n]

58 minutes ago, Michaelvu said:

PLEASE HELP ME!

First, can you confirm that Gatehub have identified the correct issue? Did you create this Gatehub wallet with the Safari browser around 2016/2017 (or later using the 10.1 version of Safari)? It's not the only thing that can cause a watch only wallet, but let's get the facts straight.

Edited April 17, 2022 by at3n

[Michaelvu]

12 hours ago, at3n said:

First, can you confirm that Gatehub have identified the correct issue? Did you create this Gatehub wallet with the Safari browser around 2016/2017 (or later using the 10.1 version of Safari)? It's not the only thing that can cause a watch only wallet, but let's get the facts straight.

I created this wallet in 2017. Gatehub always finds a way to hide. They said I have to contact the XRP leger admin myself. That makes no sense because I'm a customer of gatehub. I use gatehub service. I'm too tired. Please help me.

[at3n]

So, if you are actually a victim of the Safari bug (which it sounds like you probably are), then the problem is that when you created your Gatehub wallet, your web browser calculated the incorrect secret key for the newly created wallet, and so Gatehub stored the incorrect secret key encrypted in their system. These calculations are deliberately done by the users' web browser so that your unencrypted secret keys are never sent to Gatehub, to keep them private. Unfortunately for everyone, this Safari bug really broke things in a big way.

It's very hard to say who is to blame for the overall result here. It's not your fault, that's for sure. It's not really Gatehub's fault, because they're not responsible for bugs in web browsers. The developers of WebKit are to blame for the bug, but they have no responsibility for how that affects your XRP wallet.

There's definitely an argument to be made that Gatehub could have implemented some checks to make sure new wallets are correctly generated, but the argument could also be made that the user should check new wallets to make sure they can send and receive before using them for large amounts. At this stage, I suspect that Gatehub have done their legal homework and have decided that they aren't to blame, and their position is likely to be solid. But by all means challenge that if you think otherwise.

I believe that initially Gatehub did refund some users who were affected by this bug (years ago). But that refund would have been paid out of Gatehub's pocket, and I'm sure it was not sustainable to continue paying this forever, especially as XRP's price has increased significantly since then.

Just be aware that it's a technical problem with no resolution, nobody (including Gatehub) has access to the XRP in your wallet if this is the cause of your problem. The only remedy is for Gatehub to pay you out of their own bank account for a mistake that they didn't make (yes, this point is debatable).

It's a really bad situation that highlights some of the the danger of decentralised currency, and the shared-responsibility model that Gatehub uses.

I'm sorry, I hope that you are able to move past this if you don't find a resolution.

If you think that you may have a different problem than the above issue, then please give us some more details and we'll try to help.

Edited April 19, 2022 by at3n

[Michaelvu]

19 hours ago, at3n said:

Vì vậy, nếu bạn thực sự là nạn nhân của lỗi Safari (có vẻ như bạn đang mắc phải), thì vấn đề là khi bạn tạo ví Gatehub của mình, trình duyệt web của bạn đã tính toán khóa bí mật không chính xác cho ví mới được tạo, v.v. Gatehub đã lưu trữ khóa bí mật không chính xác được mã hóa trong hệ thống của họ. Những tính toán này được thực hiện một cách có chủ ý bởi trình duyệt web của người dùng để các khóa bí mật chưa được mã hóa của bạn không bao giờ được gửi đến Gatehub, để giữ chúng ở chế độ riêng tư. Thật không may cho tất cả mọi người, lỗi Safari này thực sự đã phá vỡ mọi thứ theo một cách lớn.

Rất khó để nói ai phải chịu trách nhiệm cho kết quả chung ở đây. Đó không phải là lỗi của bạn, đó là điều chắc chắn. Đó thực sự không phải là lỗi của Gatehub, vì họ không chịu trách nhiệm về các lỗi trong trình duyệt web. Các nhà phát triển của WebKit phải chịu trách nhiệm về lỗi này, nhưng họ không chịu trách nhiệm về việc điều đó ảnh hưởng đến ví XRP của bạn như thế nào.

Chắc chắn có một lập luận được đưa ra rằng Gatehub có thể đã thực hiện một số kiểm tra để đảm bảo ví mới được tạo chính xác, nhưng lập luận cũng có thể được đưa ra rằng người dùng nên kiểm tra ví mới để đảm bảo rằng họ có thể gửi và nhận trước khi sử dụng chúng cho nhiều lượng. Ở giai đoạn này, tôi nghi ngờ rằng Gatehub đã hoàn thành bài tập về mặt pháp lý của họ và quyết định rằng họ không bị đổ lỗi, và vị trí của họ có thể sẽ vững chắc. Nhưng bằng mọi cách, hãy thách thức điều đó nếu bạn nghĩ khác.

Tôi tin rằng ban đầu Gatehub đã hoàn tiền cho một số người dùng bị ảnh hưởng bởi lỗi này (nhiều năm trước). Nhưng khoản tiền hoàn lại đó sẽ được thanh toán từ túi của Gatehub và tôi chắc chắn rằng việc tiếp tục trả khoản tiền này mãi mãi là không bền vững, đặc biệt là khi giá của XRP đã tăng đáng kể kể từ đó.

Chỉ cần lưu ý rằng đó là sự cố kỹ thuật không có cách giải quyết, không ai (kể cả Gatehub) có quyền truy cập vào XRP trong ví của bạn nếu đây là nguyên nhân gây ra sự cố của bạn. Cách khắc phục duy nhất là Gatehub thanh toán cho bạn từ tài khoản ngân hàng của chính họ vì một sai lầm mà họ không thực hiện (vâng, điểm này còn tranh cãi).

Đó là một tình huống thực sự tồi tệ làm nổi bật một số mối nguy hiểm của tiền tệ phi tập trung và mô hình chia sẻ trách nhiệm mà Gatehub sử dụng.

Tôi xin lỗi, tôi hy vọng rằng bạn có thể vượt qua điều này nếu bạn không tìm ra cách giải quyết.

Nếu bạn cho rằng bạn có thể gặp sự cố khác với vấn đề ở trên, vui lòng cung cấp thêm cho chúng tôi một số chi tiết và chúng tôi sẽ cố gắng trợ giúp.

Dear Sir, 
My Gatehub Wallet was created in 2017. However, I still make deposits and withdrawals to my account in 2017. As of December 2020, my account is disabled. Gatehub said I need KYC to unlock. After I KYC my account, I still can't withdraw money. They blame it on the browser. Too bad. I use Gatehub's service. Wallet failed because they blocked my withdrawal from 2020 but now they changed it due to browser error. They tried to steal my money. Gatehub sets a bad precedent and risks for users.

 

[at3n]

Ok, I have more questions, if you can answer them I'll do my best to find a solution if possible.

First, did you ever keep a copy of your "secret key"? A long list of random letters and numbers beginning with "s"? Don't write it here. If you have it, you can use it with other apps to access your account.

1 hour ago, Michaelvu said:

My Gatehub Wallet was created in 2017.

Do you remember what web browser you were using at the time?

 

51 minutes ago, Michaelvu said:

As of December 2020, my account is disabled. Gatehub said I need KYC to unlock.

At that point (in December 2020), could you log in to Gatehub at all? Or were you just blocked from using IOUs in your wallets (for example: BTC, ETH, USD)?

 

54 minutes ago, Michaelvu said:

Wallet failed because they blocked my withdrawal from 2020 but now they changed it due to browser error.

There is another possibility, there was a hack in 2019 and maybe a hacker stole your secret key and disabled your account. Or perhaps your account was hacked in another way. Would you be comfortable to share your public XRP wallet address with me using a private message (the address beginning with "r")? I understand if you do not want to do this. I can check for you to see if there was any suspicious activity that may help explain the situation better?

[Michaelvu]

4 minutes ago, at3n said:

Được rồi, tôi có thêm câu hỏi, nếu bạn có thể trả lời, tôi sẽ cố gắng hết sức để tìm ra giải pháp nếu có thể.

Đầu tiên, bạn đã bao giờ giữ một bản sao "khóa bí mật" của mình chưa? Một danh sách dài các chữ cái và số ngẫu nhiên bắt đầu bằng "s"? Đừng viết nó ở đây. Nếu có, bạn có thể sử dụng nó với các ứng dụng khác để truy cập vào tài khoản của mình.

Bạn có nhớ mình đang sử dụng trình duyệt web nào vào thời điểm đó không?

 

Vào thời điểm đó (vào tháng 12 năm 2020), bạn có thể đăng nhập vào Gatehub không? Hay bạn vừa bị chặn sử dụng IOU trong ví của mình (ví dụ: BTC, ETH, USD)?

 

Có một khả năng khác, đã có một vụ hack vào năm 2019 và có thể một hacker đã đánh cắp khóa bí mật của bạn và vô hiệu hóa tài khoản của bạn. Hoặc có lẽ tài khoản của bạn đã bị tấn công theo cách khác. Bạn có thoải mái khi chia sẻ địa chỉ ví XRP công khai của mình với tôi bằng tin nhắn riêng tư (địa chỉ bắt đầu bằng "r") không? Tôi hiểu nếu bạn không muốn làm điều này. Tôi có thể kiểm tra cho bạn xem liệu có bất kỳ hoạt động đáng ngờ nào có thể giúp giải thích tình hình tốt hơn không?

I have a secret key after logging into my account in 2020. I was given a new key sequence by Gatehub. I checked my account, my wallet is still full but can't withdraw.

[Michaelvu]

I use the Chrome browser to access my account.

[Michaelvu]

21 minutes ago, at3n said:

Được rồi, tôi có thêm câu hỏi, nếu bạn có thể trả lời, tôi sẽ cố gắng hết sức để tìm ra giải pháp nếu có thể.

Đầu tiên, bạn đã bao giờ giữ một bản sao "khóa bí mật" của mình chưa? Một danh sách dài các chữ cái và số ngẫu nhiên bắt đầu bằng "s"? Đừng viết nó ở đây. Nếu có, bạn có thể sử dụng nó với các ứng dụng khác để truy cập vào tài khoản của mình.

Bạn có nhớ mình đang sử dụng trình duyệt web nào vào thời điểm đó không?

 

Vào thời điểm đó (vào tháng 12 năm 2020), bạn có thể đăng nhập vào Gatehub không? Hay bạn vừa bị chặn sử dụng IOU trong ví của mình (ví dụ: BTC, ETH, USD)?

 

Có một khả năng khác, đã có một vụ hack vào năm 2019 và có thể một hacker đã đánh cắp khóa bí mật của bạn và vô hiệu hóa tài khoản của bạn. Hoặc có lẽ tài khoản của bạn đã bị tấn công theo cách khác. Bạn có thoải mái khi chia sẻ địa chỉ ví XRP công khai của mình với tôi bằng tin nhắn riêng tư (địa chỉ bắt đầu bằng "r") không? Tôi hiểu nếu bạn không muốn làm điều này. Tôi có thể kiểm tra cho bạn xem liệu có bất kỳ hoạt động đáng ngờ nào có thể giúp giải thích tình hình tốt hơn không?

Hello sir,
I have a copy of a private key that starts with the letter "s". I was logged into my account in December 2020 when I received gatehub's disable email. I am happy to have my gatehub wallet activity history. I look forward to your advice.

[at3n]

Thanks for letting us know this, I'm really sorry this is affecting your wallet with so much XRP in it.

8 hours ago, Michaelvu said:

I have a secret key after logging into my account in 2020. I was given a new key sequence by Gatehub. I checked my account, my wallet is still full but can't withdraw.

Have you tried importing the secret key into another app such as XUMM (https://play.google.com/store/apps/details?id=com.xrpllabs.xumm)? I suggest that you try this. In the XUMM app, use the "Import an existing account" button, then "Full access", then "Family Seed", then enter your secret key. If you have the correct secret key, you will see all of your XRP. If you have the incorrect secret key, you'll see an empty wallet.

 

8 hours ago, Michaelvu said:

I use the Chrome browser to access my account.

This doesn't fully answer the question, I'm afraid. Do you remember if you used Chrome in 2017 when you first created your Gatehub account? Or did you use another browser in 2017? This is very important to be specific.

 

8 hours ago, Michaelvu said:

I am happy to have my gatehub wallet activity history. I look forward to your advice.

Thank you. I've looked at the wallet history, and unfortunately there's no proof that Gatehub are lying. There is also no proof that they are telling the truth, but there are some things that support what they are saying:

I can see that you never withdrew any XRP from the wallet at any time, or made any other transactions with it, even back in 2017. This is ok, but it means that there is no proof that your wallet was ever able to withdraw XRP, even before Gatehub disabled your Gatehub account for KYC reasons in 2020. If you had successfully sent a transaction in 2017, it would prove that the correct secret key was known at that time, and that would prove that Gatehub are incorrect about the Safari bug.

Also, there are no transactions in the wallet history that would have changed the secret key since 2017, which means that the correct secret key for your wallet is the same now as it was in 2017. This shows that you haven't been "locked out" of the XRP account by anyone. If the secret key that you have now does not work in another app such as XUMM, then it means that it would not have worked in 2017 either.

Also, your Gatehub wallet was created during the time when Safari had the bug. The bug apparently existed in Safari version 10.1, which was released on March 27th, 2017. The next version was Safari 10.1.1, released on May 15th, 2017. Your wallet was created on April 10th, 2017.

 

From my point of view, unfortunately it looks very likely that Gatehub are correct when they say that the problem was caused by Safari. It's impossible for me to prove this, although if you confirm that you did use Safari in 2017 then it would be almost certain.

To me, it looks like the KYC request and the Gatehub account being locked were not related to this problem, I'm afraid, they were just a coincidence.

I really hope that the secret key you have works with XUMM, however if it does not, then I think your only option is to try to keep arguing with Gatehub, in case there is any way that they may agree to compensate you in part or in full. But it seems unlikely that they will agree to that.

 

To see how many other people this bug affected, you can take a look at this forum thread: https://www.xrpchat.com/topic/3516-gatehub-watch-only-wallet-cannot-send-issue-solved/ . If you read far enough, you can see that Gatehub were refunding people in some cases. I don't believe that they were able to unlock the wallets, they were simply giving out free XRP in compensation for a short time, but they stopped that later on.

 

And to show that the Safari bug was real, and that it affected more than just Gatehub, take a look at this thread for a technical discussion: https://www.xrpchat.com/topic/8032-secret-key-doesnt-match-public-key/ .

 

Edited April 20, 2022 by at3n

[Michaelvu]

3 hours ago, at3n said:

Thanks for letting us know this, I'm really sorry this is affecting your wallet with so much XRP in it.

Have you tried importing the secret key into another app such as XUMM (https://play.google.com/store/apps/details?id=com.xrpllabs.xumm)? I suggest that you try this. In the XUMM app, use the "Import an existing account" button, then "Full access", then "Family Seed", then enter your secret key. If you have the correct secret key, you will see all of your XRP. If you have the incorrect secret key, you'll see an empty wallet.

 

This doesn't fully answer the question, I'm afraid. Do you remember if you used Chrome in 2017 when you first created your Gatehub account? Or did you use another browser in 2017? This is very important to be specific.

 

Thank you. I've looked at the wallet history, and unfortunately there's no proof that Gatehub are lying. There is also no proof that they are telling the truth, but there are some things that support what they are saying:

I can see that you never withdrew any XRP from the wallet at any time, or made any other transactions with it, even back in 2017. This is ok, but it means that there is no proof that your wallet was ever able to withdraw XRP, even before Gatehub disabled your Gatehub account for KYC reasons in 2020. If you had successfully sent a transaction in 2017, it would prove that the correct secret key was known at that time, and that would prove that Gatehub are incorrect about the Safari bug.

Also, there are no transactions in the wallet history that would have changed the secret key since 2017, which means that the correct secret key for your wallet is the same now as it was in 2017. This shows that you haven't been "locked out" of the XRP account by anyone. If the secret key that you have now does not work in another app such as XUMM, then it means that it would not have worked in 2017 either.

Also, your Gatehub wallet was created during the time when Safari had the bug. The bug apparently existed in Safari version 10.1, which was released on March 27th, 2017. The next version was Safari 10.1.1, released on May 15th, 2017. Your wallet was created on April 10th, 2017.

 

From my point of view, unfortunately it looks very likely that Gatehub are correct when they say that the problem was caused by Safari. It's impossible for me to prove this, although if you confirm that you did use Safari in 2017 then it would be almost certain.

To me, it looks like the KYC request and the Gatehub account being locked were not related to this problem, I'm afraid, they were just a coincidence.

I really hope that the secret key you have works with XUMM, however if it does not, then I think your only option is to try to keep arguing with Gatehub, in case there is any way that they may agree to compensate you in part or in full. But it seems unlikely that they will agree to that.

 

To see how many other people this bug affected, you can take a look at this forum thread: https://www.xrpchat.com/topic/3516-gatehub-watch-only-wallet-cannot-send-issue-solved/ . If you read far enough, you can see that Gatehub were refunding people in some cases. I don't believe that they were able to unlock the wallets, they were simply giving out free XRP in compensation for a short time, but they stopped that later on.

 

And to show that the Safari bug was real, and that it affected more than just Gatehub, take a look at this thread for a technical discussion: https://www.xrpchat.com/topic/8032-secret-key-doesnt-match-public-key/ .

 

Have you tried importing the secret key into another app such as XUMM (https://play.google.com/store/apps/details?id=com.xrpllabs.xumm)? I suggest that you try this. In the XUMM app, use the "Import an existing account" button, then "Full access", then "Family Seed", then enter your secret key. If you have the correct secret key, you will see all of your XRP. If you have the incorrect secret key, you'll see an empty wallet.

I entered the secret key and got an empty wallet. Too bad. Do you have any advice for me? The secret key I copied is in my Gatehub account.

 

 

[at3n]

9 hours ago, Michaelvu said:

I entered the secret key and got an empty wallet. Too bad. Do you have any advice for me? The secret key I copied is in my Gatehub account.

I'm sorry, there is really nothing that can be done, that I'm aware of.

If you were affected by the Safari bug, then nobody ever knew the secret key for the XRP account you were sending XRP to. The secret key cannot be recovered because it was never created, and never stored anywhere.

Honestly the path with the highest chance of success is to argue with or take legal action against Gatehub. I don't recommend this because I really don't think it will work, and you may just waste more money on lawyers. But this is your choice. Your argument would be that the Gatehub software did not check to make sure that the generated secret key was correct. I'm not a lawyer, I don't know what Gatehub's legal obligations in this case are, but from what I see, that's the only mistake that they made. Also the fact that they did pay back some people in 2017, as shown in the link I posted above, doesn't look good for them.