Topic: To contact Xapo Support, please use our FAQs (https://support.xapo.com/) - page 24. (Read 64339 times)

Ordered a xapo debit card more then a month and a half ago.
Didn't arrive and no response to my e-mails.

Since that your account has been blocked, I don't think you can open their "suspended" list?
If you'd like, tell me your username either here or by PM, I'll look at those list, maybe it could clarify of why did your account suspended

the faucet is farmsatoshi sir, im never using any VPN to play that faucet
because i dont have any idea to use it and im just play it while relax or when im not busy
and the reason is after withdraw the satoshi, and then "breaching the T&C" notice appear immediately and my account can't be reaccess anymore

If I could give you exact timelines, I would but I can't with certainty and I don't want to mismanage expectations.  It will be a process of improvement.
Thanks

Which faucet is it?
You do aware that some faucet forbid us to use vpn while accessing their service, right? Is it possible that you accidentally turned your vpn on while accessing the faucet site? If that's the case, then just try to turn it off and re-access the site, some faucet provider just temporarily block your access (while some, unfortunately, took longer suspension to your account) which means you can once again get your full access once your vpn service turned off.

okay sir, thx for helping me
maybe i must let it go, or waiting for the response on the faucet owner

No, xapo is not responsible for the faucets, xapo only provide API script for faucet owners to use

umm sir, is xapo responsible to faucet account that supported by xapo?
im just wanna ask because my account suspended, i dont break any rules but my account get suspended
i really appreciate if someone can help me 

They still offer a pure wallet service to users from countries they don't service (exchange/debit card). Have they locked your account? I believe you can still withdraw your coins.

Yes it's a good suggestion -- monitoring this forum and other channels definitely falls under the scope of customer support.
Thank you -- best regards,

About time you show up
Anyway,  we appreciate for you to spend your time and take a look here
Let's hope with the additional customer service we will get a response from them as fast as possible

Also just a suggestion, why don't you hire someone to manage this topic ? So when we have a problem we can always talk about it here from the officials from xapo
Thanks

Hi Everyone,

This is Ted Rogers, President of Xapo. 

First of all, I'm very sorry to those who have had unsatisfactory customer support experiences with us.  While I think our team does a great job, we are growing and need to make sure we have sufficient resources to meet support demands.  We very recently hired additional personnel in customer support and I hope you will see a difference over the coming weeks.

I can assure you that a delay in customer support does not indicate anything negative about the trajectory of our business.  Quite the opposite -- it is precisely because we are having success, which we are grateful for, that we have to gaps to fill in customer support.

A couple of informational items:

-- some debit card users experienced problems last month because the card's payment processor had problems with their platform.  My understanding is that these problems have been fixed.

--  we are subject to various -- and sometimes changing -- compliance and AML mandates, which means that users from certain countries either can't use our service or may have service discontinued.  In NO case does Xapo take ownership of the user's bitcoin.

We sincerely appreciate your patronage of Xapo and value your feedback.  We hope that you will stick with us, as we are looking forward to a great 2016 for bitcoin, Xapo and above all for our users.

Ted

They should have try to communicate to their debit card owners to let them know if everything is allright. I saw a twitter post from the end of November 2015 so they are still working, maybe it's only the matter of capacity issues in the Customer Service department. Anyway, any communication (official, of course) would be really appreciated just to cool the current situation down.

In this case, you should call the number at the back of the card (+44 113-320-0312, MyChoice Corporate) and report your card lost / stolen to restrict unauthorized usage. As a first precaution, you should also move any bitcoins from your Xapo main wallet to an additional Xapo wallet or the Xapo Vault, because the card is only linked with your Xapo main wallet.

I've never had any problems so far but as I keep reading and learning more about Bitcoin I don't like that one doesn't have private keys. Our money is supposed to be covered but it gives me doubts. If I had a larger sum I would not recommend it even if the system works ok. To me this is very similar to an exchange, it's just not secure enough.

I can't understand why they are ruining a nice service. Even a short message about support problems could help a lot. The ship is sinking but still can be repaired if they try there best.

Support is really one of worst because I send a mail for information but I have no reply from them its more then 7 days now I am thinking to leave this wallet because its not good enough support

Sadly I still see customer support is not getting any better. I was so liking there wallet and iPhone app but still in doubt if I order a debit card or try another service for this.

Hope there will be any change in there support so this service will be more good then it's already now.

Yeah support is a joke, and even asking the community sometimes can be 50/50. I would recommend a different service for sure.

Xapo customer support is pretty much non exist at this point
Their supports never answer any email you send, so if you got problem with their service you either fix them yourself or ask the community for the answer