CoinJar Holding members 4 BTC and not replying to support tickets

[GoBigOne]

A friend of mine has 4 BTC sitting in Coinjar and over a week ago he got tried to log use the coinjar touch app on his phone to send the 4BTC to a bitcoin address.
He got an error message saying "MFA exceeded limit, contact support"
He contacted support and they asked him to click through to their specially designed question and answer page where he was required to answer loads of questions including times and dates of recent transactions etc etc etc etc etc
The form also asked him to attach extra ID.
He answered all of the questions and provided additional ID and they replied the next day saying thank you, someone will get in touch soon.
As nobody got back in touch with him he emailed support about it the next day, no reply. He emailed support every day for a week, no reply.
Does anyone know a way that he can get his account back? Coinjar is not replying to his emails anymore.

[nandibear]

A friend of mine has 4 BTC sitting in Coinjar and over a week ago he got tried to log use the coinjar touch app on his phone to send the 4BTC to a bitcoin address.
He got an error message saying "MFA exceeded limit, contact support"
He contacted support and they asked him to click through to their specially designed question and answer page where he was required to answer loads of questions including times and dates of recent transactions etc etc etc etc etc
The form also asked him to attach extra ID.
He answered all of the questions and provided additional ID and they replied the next day saying thank you, someone will get in touch soon.
As nobody got back in touch with him he emailed support about it the next day, no reply. He emailed support every day for a week, no reply.
Does anyone know a way that he can get his account back? Coinjar is not replying to his emails anymore.

hi GoBigOne,

I'm very sorry to read about what has happened to your friend's account at Coinjar.

I'm not super familiar with Coinjar and about all I know is that they service customers in Australia.

In general, with any bitcoin exchange which doesn't supply private keys to their customers, there are risks involved.

I hope that your friend is able get things worked out.

PLEASE keep us updated in this thread.. I'm extremely interested in learning if the issue is resolved at Coinjar.

[bitkilo]

A friend of mine has 4 BTC sitting in Coinjar and over a week ago he got tried to log use the coinjar touch app on his phone to send the 4BTC to a bitcoin address.
He got an error message saying "MFA exceeded limit, contact support"
He contacted support and they asked him to click through to their specially designed question and answer page where he was required to answer loads of questions including times and dates of recent transactions etc etc etc etc etc
The form also asked him to attach extra ID.
He answered all of the questions and provided additional ID and they replied the next day saying thank you, someone will get in touch soon.
As nobody got back in touch with him he emailed support about it the next day, no reply. He emailed support every day for a week, no reply.
Does anyone know a way that he can get his account back? Coinjar is not replying to his emails anymore.

Without the help of the Coinjar team there is no way he can "recover" his bitcoins. Coinjar is an online wallet that does not give access to private keys and that is why you should never store much BTC with them or any online wallet provider, just use them to make purchases and then move the coins straight to a wallet that only you control.

I have used Coinjar for over 2 years now with only a couple of small problems that were always addressed quickly by their support team, i actually thought they had one of the best support teams (besides us of course ) but admit that lately it hasn't been as good.

[GoBigOne]

Thanks for your comments .
Fortunately, we were able to resolve the issue, after posting on their Facebook page about the problem.
And also on the Trust Pilot trusted review site. I simply posted the same info as in my opening post.
Thanks again E1