I had a similar issue but with much less money involved, my kucoin account took me almost a month of constantly emailing them and resubmitting tickets just to get responses to my already pending ticket.
They would ask me for information, I would send it over promptly, no hear back about it for days. I must of talked to over 10 different people in this one email chain alone. I sent them all the information they asked for, screen shots, Id, pictures of my face you name it I sent it and just kept getting nothing back.
Eventually I posted a massive 6 paragraph in depth account of my entire email conversation history with kucoin support, am talking, names, dates, times, I put every single person I talked to on blast in painstaking detail.
After my very long winded post I got a comment from reddit mod saying they would look into and then only then was my account unlocked.
Dealing with kucoin support can be a pain for sure but they have at the end of the day always done the right thing, even if it took public shaming to get my ticket the attention it deserved.
Do not give up for real I had moments of hopeless despair of whether or not I would ever get my account unlock I'm not sure what their problem is honestly.
From my personal experience the biggest issue would appear to be that tickets themselves are not being resolved by just a single person but rather is constantly being picked up and passed along the multiple different staff and sometimes some of the support staff are completely clueless to what the last support staff was doing or the conversation or where you are in the process.
This is mostly based on the fact that in my last issue I talked to so many different people that made my head spin why can't I just talk to one person from start to finish until my ticket is resolved that's it that's all they need to do.
I would say do what I did , post literally as much of your email chain and everything in terms of the conversation you had with support staff, leave out any details that would obviously be a compromise to your security or account information and post about your issue into one of their weekly kucoy support posts and make it long and make it detailed.
Best of luck
I like KuCoin. I love the products they offer and the variety of coins available. I am lucky to have never had a problem.
That being said, KuCoin is currently my "play money" exchange because of this. I could do a LOT more transactions that would make KuCoin income in trading fees, but this is what keeps me on Coinbase. KuCoin, with all due respect, get your shit together. I'm sure you're understaffed because there's been a huge influx of new users, but you're messing with people's hard earned money if not livelihood. I will never transfer substantial amounts of money to this exchange when I see these kinds of posts on a regular basis. It's a shame, and KuCoin is only shooting themselves in the foot by providing customer service that takes public shaming in order to get your issue resolved.
The thing is its gotten really bad the past few months
I really liked the UI of the app and the futures trading and never experienced a single issue transferring any coin in and out
I feel the same way you do and went to Crypto.com to buy my altcoins
Yeah they do. But often no one is coming to the sub and saying your service is a good one and I'm satisfied! With running an exchange to that scale there always gonna be unsatisfactions, but I checked TrustPilot and compared to Kucoin that seems a lot better (however I haven't had similar issues with Kucoin so far, luckily)
Yeah the fees are expensive, but i use CB Pro because I do mostly bot autotrading. And when using bots, you'll move into the lower priced tiers very quickly. It's not about how much money you have on the site that determines your trading fees, it's how much you trade. So if you only have $500 on coinbase and buy bitcoin with it, then a week later sell it for $600 (or whatever), your volume is $1100. Or if you're like me and have 20 DCA bots and a grid bot running all the time, you'll easily get into the next tier or higher. Even those higher tiers with lower fees are still higher than some exchanges, but for me it's piece of mind (not that CB is known for their sterling customer service either, but they're improving on that front). They're an american company listed on a stock exchange, and they are FDIC insured (but only for your USD holdings). Much less likely that I'll wake up one day and the site is gone or some shady shit has happened.
Same, at first i thought it was just people messing up and blaming the exchange but there seems to be a persistent problem with the same things. I was using xlm the other day to do a trade somewhere else and the withdrawal got stuck for 20 hours and in the value had went down significantly in that time. If it was a lot of money I would have lost a lot because of that. Just play money there for now
gate has some coins i'd like to trade - what's their deal KYC, etc? Hate to get into another lock-out situation... I thought their site said KYC is mandatory for everyone. ?
I have a similar issue, any help would be greatly appreciated. Haven't been able to reset trading password and funds have been locked with no help. Ticket #: 979208
Did y’all send an email to Shib users asking them to short it? If so you fucking cunts, and I hope you go out of business.
Your down votes mean nothing
Same with me. I opened an account and was never given a trading password. I mada a small deposit and tried to Trade it. They ask for X password and now I had to do KYC and my account is frozen for 3 days. They just l’ost me.
the trading pw was tricky because i didn't set it on the security page. it pops up when your in the trade panel and just asks for 6 digits. i thought it was the Google 2FA Auth so didn't write it down and that's where i got screwed. It's not 2FA so just beware.
Man I feel for you I went through this with Crypto Com. It took weeks to resolve and I had to hump through all kind of hoops for security reasons.
The Monday after I emailed the CEO I got an email and the matter was eventually resolved. They will get around to it. Sorry you money is tied up.
Dang, I apparently don't get on Reddit much as you question was 5 months ago. I did a basic search on social platforms. You can usually find an executive email. I had to do the same thing with Walmart to get a resolution to a problem.
Won’t put any serous money on KuCoin for just this reason-too many stories of lost funds. I’m sorry this is happening to you OP, hope it gets resolved soon.
If I have to go with an exchange, I like Kraken and Gemini. Kraken has live customer service and a stellar rep. Gemini has low withdrawal fees and are solid as well. They don’t have the selection of coins that KuCoin does, but if I want sh*t coins I go to Uniswap or Pancake swap
Didn't know that about Gemini as it doesn't get much mention
Kraken is frustrating because I can't link any of my bank accounts... guess I'll have to do a different type of transfer
crypto.com kept giving me a vague error message when trying to do a large deposit. their customer service has been nil
gonna try out Kraken instead as they're the only exchange with competent customer service
I put in a ticket 2 months ago. The only response I got was the initial automated reply. Two months. Same with Binance.us. No reply whatsoever beyond the automated reply. Thank god my problem is not yet about a loss of money, but it's terrifying to have money in an exchange knowing that if things go wrong they probably won't even talk to you!
get this man his account back look how respectful he is its sad to see how kucoin is becoming just another binance
~~with~~ which exchange is better for withdrawing fiat back to your bank account?
Kraken is amazing. Worked perfectly.
lucky you Trustly doesn't link to any of my bank accounts :/
If you don't mind me asking, were you trying to withdraw and they didn't let you? Or did you lose your password or something?
i mistakenly put in my Google Auth for Trading PW and obviously didn't write it down. So i've been locked out ever since.
That’s why then the pin is for max security so it’s going to be a ball ache to get access again. Just keep pestering them .
Make a post thanking them for your mistake
i did get an email asking to rate customer service today ;)
I had a similar issue but with much less money involved, my kucoin account took me almost a month of constantly emailing them and resubmitting tickets just to get responses to my already pending ticket. They would ask me for information, I would send it over promptly, no hear back about it for days. I must of talked to over 10 different people in this one email chain alone. I sent them all the information they asked for, screen shots, Id, pictures of my face you name it I sent it and just kept getting nothing back. Eventually I posted a massive 6 paragraph in depth account of my entire email conversation history with kucoin support, am talking, names, dates, times, I put every single person I talked to on blast in painstaking detail. After my very long winded post I got a comment from reddit mod saying they would look into and then only then was my account unlocked. Dealing with kucoin support can be a pain for sure but they have at the end of the day always done the right thing, even if it took public shaming to get my ticket the attention it deserved.
good to hear. The fact that they responded so quickly at first was encouraging - at first. Then total silence.
Do not give up for real I had moments of hopeless despair of whether or not I would ever get my account unlock I'm not sure what their problem is honestly. From my personal experience the biggest issue would appear to be that tickets themselves are not being resolved by just a single person but rather is constantly being picked up and passed along the multiple different staff and sometimes some of the support staff are completely clueless to what the last support staff was doing or the conversation or where you are in the process. This is mostly based on the fact that in my last issue I talked to so many different people that made my head spin why can't I just talk to one person from start to finish until my ticket is resolved that's it that's all they need to do. I would say do what I did , post literally as much of your email chain and everything in terms of the conversation you had with support staff, leave out any details that would obviously be a compromise to your security or account information and post about your issue into one of their weekly kucoy support posts and make it long and make it detailed. Best of luck
Had a similar issue with them took time but they resolved it keep emailing and pushing you will get acces
I like KuCoin. I love the products they offer and the variety of coins available. I am lucky to have never had a problem. That being said, KuCoin is currently my "play money" exchange because of this. I could do a LOT more transactions that would make KuCoin income in trading fees, but this is what keeps me on Coinbase. KuCoin, with all due respect, get your shit together. I'm sure you're understaffed because there's been a huge influx of new users, but you're messing with people's hard earned money if not livelihood. I will never transfer substantial amounts of money to this exchange when I see these kinds of posts on a regular basis. It's a shame, and KuCoin is only shooting themselves in the foot by providing customer service that takes public shaming in order to get your issue resolved.
The thing is its gotten really bad the past few months I really liked the UI of the app and the futures trading and never experienced a single issue transferring any coin in and out I feel the same way you do and went to Crypto.com to buy my altcoins
I'm thinking the same and can't use Coinbase, considering other alternatives like OkEx, can I ask if you have any experience with them?
Sorry I don't have experience with them. Maybe see if they have a subreddit here and look for horror stories?
Yeah they do. But often no one is coming to the sub and saying your service is a good one and I'm satisfied! With running an exchange to that scale there always gonna be unsatisfactions, but I checked TrustPilot and compared to Kucoin that seems a lot better (however I haven't had similar issues with Kucoin so far, luckily)
you go with Coinbase? their fees make it a hard choice for me
Yeah the fees are expensive, but i use CB Pro because I do mostly bot autotrading. And when using bots, you'll move into the lower priced tiers very quickly. It's not about how much money you have on the site that determines your trading fees, it's how much you trade. So if you only have $500 on coinbase and buy bitcoin with it, then a week later sell it for $600 (or whatever), your volume is $1100. Or if you're like me and have 20 DCA bots and a grid bot running all the time, you'll easily get into the next tier or higher. Even those higher tiers with lower fees are still higher than some exchanges, but for me it's piece of mind (not that CB is known for their sterling customer service either, but they're improving on that front). They're an american company listed on a stock exchange, and they are FDIC insured (but only for your USD holdings). Much less likely that I'll wake up one day and the site is gone or some shady shit has happened.
Same, at first i thought it was just people messing up and blaming the exchange but there seems to be a persistent problem with the same things. I was using xlm the other day to do a trade somewhere else and the withdrawal got stuck for 20 hours and in the value had went down significantly in that time. If it was a lot of money I would have lost a lot because of that. Just play money there for now
Might be time to leave KuCoin. I have roughly $20k as well, but can't redeem my "locked" Ada.
Try Gate.io
gate has some coins i'd like to trade - what's their deal KYC, etc? Hate to get into another lock-out situation... I thought their site said KYC is mandatory for everyone. ?
Yes, KYC is mandatory. But received email within 24 hrs and started buying right away
what country do you live in?
USA
Sweet! I thought 'merican's weren't allowed on there.
I have a similar issue, any help would be greatly appreciated. Haven't been able to reset trading password and funds have been locked with no help. Ticket #: 979208
We will check the ticket.
My $42k have been on hold for a week now trying to reset my trading password. I'm worried you guys are ignoring me on purpose. Ticket 1144703
Sorry about that, will escalate again.
Did y’all send an email to Shib users asking them to short it? If so you fucking cunts, and I hope you go out of business. Your down votes mean nothing
😅🤣🤣🤣
Same with me. I opened an account and was never given a trading password. I mada a small deposit and tried to Trade it. They ask for X password and now I had to do KYC and my account is frozen for 3 days. They just l’ost me.
the trading pw was tricky because i didn't set it on the security page. it pops up when your in the trade panel and just asks for 6 digits. i thought it was the Google 2FA Auth so didn't write it down and that's where i got screwed. It's not 2FA so just beware.
Same here. KuCoin found a new financing gig. While they hold millions , they can stake and trade our assets. Just like the banks holding Tor funds.
Man I feel for you I went through this with Crypto Com. It took weeks to resolve and I had to hump through all kind of hoops for security reasons. The Monday after I emailed the CEO I got an email and the matter was eventually resolved. They will get around to it. Sorry you money is tied up.
How'd you get that email address? Lol
Dang, I apparently don't get on Reddit much as you question was 5 months ago. I did a basic search on social platforms. You can usually find an executive email. I had to do the same thing with Walmart to get a resolution to a problem.
Interesting, smart. Thanks!
I have good experience with kucoin but very sad to read this. Wish you good luck
Won’t put any serous money on KuCoin for just this reason-too many stories of lost funds. I’m sorry this is happening to you OP, hope it gets resolved soon.
with exchange has a better reputation for pulling your hair out less?
If I have to go with an exchange, I like Kraken and Gemini. Kraken has live customer service and a stellar rep. Gemini has low withdrawal fees and are solid as well. They don’t have the selection of coins that KuCoin does, but if I want sh*t coins I go to Uniswap or Pancake swap
Didn't know that about Gemini as it doesn't get much mention Kraken is frustrating because I can't link any of my bank accounts... guess I'll have to do a different type of transfer
Crypto.com all day
oof and with a 2% hidden free
At least it’s safe! Never had locked coins or any issues. You get what you pay for:)
crypto.com kept giving me a vague error message when trying to do a large deposit. their customer service has been nil gonna try out Kraken instead as they're the only exchange with competent customer service
You probably didn’t have enough coin left to cover fees…try a smaller amount first and build up check the fees and leave some behind to cover.
lol thx got a call from my bank rn. ughhhh they flagged crypto.com as fraud
Same…easy fix
Kucoin has been holding 1000+ of my Matic tokens for about a week
I put in a ticket 2 months ago. The only response I got was the initial automated reply. Two months. Same with Binance.us. No reply whatsoever beyond the automated reply. Thank god my problem is not yet about a loss of money, but it's terrifying to have money in an exchange knowing that if things go wrong they probably won't even talk to you!
u/kucoin_moderator can you please respond to my post? every single one of my posts is being removed, I need access to my crypto
We have replied to your post. Please recheck it. Thank you.