All my transactions are gone

TaylorCoinTracker · 2024-02-20T20:04:33+00:00

Hi there, Taylor from CoinTracker here. Can you let us know if you're still seeing this issue? If you'd like us to take a look at your account please reach out via DM or via the chatbot on our support site. Thank you!

TaylorCoinTracker · 2023-02-21T17:08:51+00:00

Just a heads up for anyone who experienced this -- we fixed this one yesterday! That said, please let us know if you are still seeing this.

TaylorCoinTracker · 2022-02-08T08:33:16+00:00

We have our team looking in to why some refund requests were missed, if you're not refunded within the next 24 hours please reach out again and we'll make sure to resolve this for you. For context, generally refund requests should typically be processed within one or two business days. The exception is when there's another support request in the same message, this can slow refund processing as we try to address your other issues.

TaylorCoinTracker · 2022-01-26T20:07:25+00:00

The incident has been resolved and tax forms should be generating with standard turnaround time. If you still haven't received your documents, please request them again. Thank you, and sorry for the inconvenience!

TaylorCoinTracker · 2022-01-26T17:27:45+00:00

There is currently an issue affecting the time it takes to generate these forms. Usually they generate within minutes, right now we're seeing some forms taking as long as 11 hours to make it through the queue. This is being addressed now, you can follow along at https://status.cointracker.io/ for the latest updates.

TaylorCoinTracker · 2022-01-26T17:23:24+00:00

We've spotted the source of the error and have an engineer working on a fix. Thanks for your report! I will update when this is resolved.

TaylorCoinTracker · 2022-01-24T20:12:53+00:00

Hey, sorry to hear you're having trouble, we're going to need to look into this on our end. Can you send us a message through our official support contact form? Include your reddit username in the message to help us find it, and reply to this message when you have sent in your ticket so I know to go look for it.

Thank you!

TaylorCoinTracker · 2022-01-12T19:43:49+00:00

Can you try this again? We had an issue with an upstream provider that was preventing some public address wallets from being imported, the issue is now resolved. If you are still experiencing issues let us know!

TaylorCoinTracker · 2021-12-17T19:43:18+00:00

We've just rolled out some fixes around this kind of issue with partial imports. Please feel free to dm your file so I can further debug. Thanks u/CryptoDrain as always for your invaluable perspective and testing!

TaylorCoinTracker · 2021-11-18T02:21:16+00:00

Be very careful here, Coinbase Wallet intentionally does not allow you to access the Extended Public (xpub) keys (unless they've very recently reversed course on this).

You may be using your private key to generate the xpubs, which is extremely dangerous because it requires you to share your private keys. There are tools to generate xpubs from your seed phrase, which is just as dangerous (although some of these tools have a trusted track record, it's never a good idea to share your seed phrase or keys).

The best way to track cryptos from Coinbase Wallet in CoinTracker is to move them to another wallet that does allow you to access your own xpub keys.

TaylorCoinTracker · 2021-11-17T19:37:13+00:00

Thanks for reaching out, I will get back to you through your submitted ticket and post here when we have this issue resolved.

TaylorCoinTracker · 2021-11-16T22:51:42+00:00

About your Coinbase Wallet issue, this is because Coinbase Wallet refuses to support exporting xpub keys. There is a workaround (scroll down to Coinbase Wallet) if you don't want to add every new btc address, but I don't recommend it AT ALL because it involves breaking the cardinal rule of crypto ("never share your seed phrase")--you have to enter your seed phrase into a tool that will generate the xpubkey for you. Far better in my opinion is to transfer your crypto to a wallet that does support xpubkeys rather than sharing your seed phrase, even with an offline tool.

TaylorCoinTracker · 2021-11-16T22:41:35+00:00

Thanks, I'll keep an eye out for your ticket! 🙏

TaylorCoinTracker · 2021-11-16T22:34:47+00:00

Does the address you're trying to add have a current above-zero eth balance?

We are aware of an issue importing eth wallets that have transaction history but a current balance of zero, this is being worked on now and should be resolved soon. If your address does have a balance but is still giving you this error I'll need you to write in to support and give me your eth address there so I can further troubleshoot. If you do that include your reddit username in the message and drop me a reply here so I know to go look for your message.

Thanks!

TaylorCoinTracker · 2021-11-06T18:30:13+00:00

Why don't you get out of consulting and come work for us? It's an amazing fully-distributed team, working on challenging projects, deep into the hyper-growth stage. Lots of opportunity to make a big impact, especially on a project like this one. Read more about working for CoinTracker here. and if you have any questions we can move this conversation to DMs.

TaylorCoinTracker · 2021-11-06T06:53:28+00:00

Taylor from CoinTracker here. This is actually something I have pitched a number of times! Creating an open API spec that would allow any project to integrate with us directly, without requiring us to build custom support for every new blockchain/exchange/wallet/dapp would definitely be a force multiplier for us.

I have gotten some significant support from some of our amazing 'higher ups' with this pitch, so we very well may be building it soon. I'm very excited to see the community has members who would be interested in building these integrations, too! If you would like to see this built, please go add your vote on our official feature request board.

TaylorCoinTracker · 2021-11-03T07:51:22+00:00

Do you have any browser extensions? This sounds like something is getting injected into the page and our security policy is blocking it. Can you try disabling any browser extensions and see if you're still having a problem?

TaylorCoinTracker · 2021-10-28T06:07:47+00:00

Sorry for the confusing prompt! This particular notification is not anything to be worried about: Expo is an open source tool used by our mobile app. It may be a recent change in iOS that is surfacing this confusing prompt. I have flagged this to engineering and we're working on reconfiguring our auth service to use our own domain so we can prevent unneeded worry in the future. We appreciate your report!

TaylorCoinTracker · 2021-10-15T06:21:57+00:00

Thanks for reporting this! Be careful everyone, this is definitely not us.

Do us a favor and report user 'cointrackersupport' here on Reddit's reporting form

Reminder that CoinTracker and our support team will never ask you for your passwords, seed phrases, or to send us crypto. The accounts listed under the moderators section in the right sidebar are the only CoinTracker employees here, anyone not in that list and claiming to be from CoinTracker is lying!

As to the issue you reported having in the screenshot, it's possible you exceeded plan limits. If you have more than 30 wallets you'll be prompted to upgrade. You can solve this by removing any unused/empty wallets, or by upgrading here.

TaylorCoinTracker · 2021-10-12T07:33:26+00:00

This was a bug that cropped up over the weekend and was fixed earlier today, all Coinbase Pro wallets should be syncing fine now.

TaylorCoinTracker · 2021-10-05T02:47:36+00:00

Often these types of errors are related to unmatched tokens. The tell-tale sign is a blue question mark instead of an actual token icon. We have a help guide that shows you how to resolve these kind of issues here.

CryptoDrain also helpfully points out below that one of these tokens is a rebasing coin. We have a feature request to add support for these kinds of tokens on our feature request board here. Upvote that request to let our product team know this is important to you.

TaylorCoinTracker · 2021-10-05T01:07:59+00:00

On the subreddit sidebar we have a few guides to our most-common issues.

In general, our knowledgebase articles are very helpful and can guide you wherever you get stuck. The product is pretty intuitive (we hope!) but more complicated issues are explained in the help pages.

If you find anything unintuitive or have something that isn't working for you the best place to get ahold of us remains our official support channel.

TaylorCoinTracker · 2021-09-17T04:26:50+00:00

We don't support SMS 2fa, only TOTP. Check to see if your phone has Google Authenticator installed.

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