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GateHub Support - Oustanding 2FA Issue


wagwanbebe
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Good Morning

I recently managed to lose my phone and subsequently lost all of my 2FA verification logins. I have contact GH support and have been waiting for over 5 days for a response so I can get this resolved, I have sent various chaser emails but still no response.

Can you please advise typically what kind of response times you manage to turn customers issues around in? For the various other exchanges I use most enquiries surrounding my 2FA issues were resolved within 48 hours.

I don’t wish to discredit your services in anyway, as a whole I think you're one of the better providers. It’s just a little disconcerting that you have to wait for periods of time with no communication, as you can imagine all I care about is the safety of my account and getting access back.

As the cryptospace grows over time I believe companies & services will be measured by the level of customer service provided (amongst other things) as more become established within this already competitive industry. It doesn’t take much for a quick email response to advise that you’re experiencing higher volumes of support tickets so response lead times are increased.

Hopefully someone can absorb my comments as constructive criticism and look to get my issue resolved ASAP :)

Many Thanks

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My suggestions for gatehub:

  • Stop the registration process until more people are hired to keep it up with the current volume of customers.
  • Focus on making the actual infrastructure working 100%, and solving most of the issues instead of focusing on new features. We don't want a goxed gateway.
  • Add phone support for the most urgent issues.
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1 minute ago, tulo said:

My suggestions for gatehub:

  • Stop the registration process until more people are hired to keep it up with the current volume of customers.
  • Focus on making the actual infrastructure working 100%, and solving most of the issues instead of focusing on new features. We don't want a goxed gateway.
  • Add phone support for the most urgent issues.

agree 100%, inability to scale and grow really isn't coming across well at the moment and reflects poorly on the ripple community

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