Ripple Authy issues - cannot migrate from Ripple Trade

[HazzaHat]

Hello All,

This is my first post so please forgive me if the help I am asking for seems tedious to some of the regular folk here.

After not checking anything crypto for a couple of years I heard the price of Bitcoins was over $2000. I recalled having over 25,000 XRP a couple of years ago so tried to go about retrieving them.

I went to Ripple.com and followed the format to migrate. It seems I tried to register at Ripple Trade in the past because there is an old SMS dated October 2015 from Ripple with a verification code too but when I am trying to migrate my XRP after creating a wallet at Gatehub, I get as far as the Authy verification page.

(https://ibb.co/kE6tVv) https://id.ripple.com/auth/login/phone

I am not receiving any SMS on my mobile. When I click 'Settings' I am diverted back to the Authy verifivation page. I just downloaded Authy and used it on my PC. Then went back to this page (https://id.ripple.com/auth/login/phone) but it shows 'Token Sent' but nothing is being sent to my mobile phone.

Please can someone advise what I should do. Please can someone advise on what is the name and email address of the best person at Ripple to write to in order to get access to my XRP.

 

Many Thanks

 

Edited May 23, 2017 by T8493
title in uppercase

[Mercury]

Ripple sends the code to the phone they have on file so 1) have you had your KYC done by Ripple? If not there might be some additional steps to take, and 2) if you have done KYC has your phone number  changed since 2015?

 

[HazzaHat]

Thank you so much for the reply Mercury, I appreciate you taking the time out to advise me.

From what I recall, I received the emails about the need to take out all the XRP from Ripple Trade otherwise there will be a requirement of ID. Unfortunately I tried to sort this out several minutes after the cut-off period. I am sure about this because that is the date/time stamp on the SMS I am still in possession of.

I think what I may have done is decided to have not registered at that time because after receiving the SMS it was asking for a process of uploading ID and I was not sure about how long the process would take therefore I probably logged out thinking I would do it another time but never got round to it.

About the mobile number, there is a possibility I may have deliberately changed it on the Ripple Trade website before logging out that night in 2015. If I did it, this would simply have been because of a precaution in the hope of avoiding cold callers trying to sell me double-glazing windows or life insurance at all hours of the day or night because I did not look up the privacy policy at the time.

Please can you give me some tips about what to do next? Any help will be greatly appreciated.

[ZIGXRP]

I went through a similar pain just days ago myself - reacquainting myself with security measures I had in place years ago.

Maybe start with Authy support for getting the 2FA tokens.  I went through a phone upgrade, and forgot my original Authy app was not setup for multiple devices, so I couldn't get it running on the new phone.  Thank my lucky stars I still had the old phone and app, and I was eventually back up and running.

So I'd suggest fix Authy first - they have good support and response, and might be able to find out where things are going wonky for you.  

[HazzaHat]

Good to hear from you ZIGXRP, many thanks for the reply.

I am sorry to hear about your woes, I hope everything is sorted out now.

I never used Authy before today. I downloaded in on to Chrome as an extension, it is not on my phone and I think that will not make any difference. Please let me know your view on the difference (if any) between having Authy on the phone versus having it on desktop as the functions seem the same.

I have over 25,000 XRP and now the value has gone up I will be trying my best to retrieve them.

Would you happen to know the best email address at Ripple.com to send my query to?

Many Thanks

 

Edited May 23, 2017 by HazzaHat
(text corrected)

[ZIGXRP]

Ah sorry I misunderstood - thought you had 2FA setup on your account.  I wouldn't bother with getting that configured until you have access and control of the GateHUB account/Ripple Wallet.  But definitely get it in place - and I'd personally use the phone app over a PC - just to keep yourself mobile with access to the 2FA codes wherever you may be.

[HazzaHat]

But please advise on the best email address to try to get this sorted. Is it still support@ripple.com ?

[Mercury]

@HazzaHat please read the post 

There is information for those who did not undergo the KYC before the cut off date. Otherwise yes, support@ripple.com is the right email

 

[HazzaHat]

Thank you for the clarification. I will send an email to support@ripple.com tonight and will update this thread as soon as they reply.

Thanks

[HazzaHat]

Your request (###) has been received and is being reviewed by our support staff. - To add additional comments, reply to this email.

I sent the email to support@ripple.com a little while ago and received an automated email reply.

Does anyone know how long on average they take to respond with the actual query?

 

[Mercury]

1 hour ago, HazzaHat said:

Your request (###) has been received and is being reviewed by our support staff. - To add additional comments, reply to this email.

I sent the email to support@ripple.com a little while ago and received an automated email reply.

Does anyone know how long on average they take to respond with the actual query?

 

The support team is inundated. I believe I read somewhere that support tickets are receiving higher priority- you could try using that

[HazzaHat]

Thank you for the reply Mercury.

It seems when sending an email to support@ripple.com it automatically opens a Support Ticket (I had a number in my automated email reply and it stated to write any more messages by replying and writing above the line of ######s... very similar to a support ticket system.

If I do not hear from them within 3 days I will try another mean to contact them.

Thank you

 

Edited May 24, 2017 by HazzaHat
(corrected typing errors)

[HazzaHat]

Here is an update, I received a reply from support@ripple.com

They did not understand my point and replied assuming I know which number the SMS is being sent to. They asked me to use Authy on the phone rather than PC but the point however is that I am not receiving the SMS being sent at the verification page.

I know my login and password at ripple.com but am not being allowed access to the account unless I receive the SMS verification code which itself cannot be received as I cannot gain access to my account to update the number.

I asked to be allowed access to my account via the 'settings' link so I can update the SMS number or asked them to kindly update it for me themselves.

When they write back I will update here again. Any advice in the mean time would be appreciated.

Thank you

 

[HazzaHat]

Great News! Some serious progress has been made thanks to a reply from support@ripple.com who have been replying very fast.

As someone who has not used Authy before and was not familiar with the structure, I was sent a link in the email from support@ripple.com to change the number: https://www.authy.com/phones/change/

I tried a couple of old numbers before it allowed me to access and update to a new number. I will write back and update here as soon as I receive confirmation that the number has been updated and that I can access my account at ripple.com and after that I will probably still require assistance from you kind people as I try to retrieve my XRP.

Thank you

[francescocuzzocr]

Great News! Some serious progress has been made thanks to a reply from support@ripple.com who have been replying very fast.
As someone who has not used Authy before and was not familiar with the structure, I was sent a link in the email from support@ripple.com to change the number: https://www.authy.com/phones/change/
I tried a couple of old numbers before it allowed me to access and update to a new number. I will write back and update here as soon as I receive confirmation that the number has been updated and that I can access my account at ripple.com and after that I will probably still require assistance from you kind people as I try to retrieve my XRP.
Thank you

Have you put your wallet back in the end? Because I also have the same problem


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