Topic: To contact Xapo Support, please use our FAQs (https://support.xapo.com/) - page 28. (Read 64339 times)

I also hope that in the near future you can show separately the amounts of the purchase/withdrawal and the fees.
I use my card mainly for POS purchase not for ATM withdrawal and I have no problem, only sometimes the currency conversation 3% fee
But because sometimes people are asking about the exchange rate used in your system, I cannot give them proper answer and this can cause misunderstanding.
I don't care about the ATM withdrawal and the other fees that your partners (including VISA) forces you to collect because it applies for all debit and credit card issued by them, I just want to be able to see it transparently.
I know that IT development needs time and costs much but it can prevent you from this kind of problems caused by misunderstanding and by lack of proper information in the future.

Thanks for the reply. I havent tried my xapo debit card since i posted here coz i was disappointed many times already. That insufficient fund message was shown before also and few days later i was able to withdraw few times again but this time almost a week i tried without success. I didnt know x2 times per day rule so i tried many times in different ATM so i dont know if that consider a fail attempts and no idea if my debit card is totally blocked now but i put always a right pin. I will try some day again to withdraw little money and see. But it seems like xapo banking partners are refusing or something clearly like that when ATM denided money for cash out. seems XAPO banking is flawed technically also i can say so lots of improvements are needed. Thats my feedback to Xapo. Good luck.

We've provided an explanation in this and other threads. I will try to clarify and explain the difference in btc rates for your debit card. If you have questions let me know:

Why does my transaction history show a lower bitcoin exchange rate when I make a debit purchase?

Let's say you have a EUR card and travel to the US. You go out and buy a $30 lunch at a $300 btc exchange rate. You do the math in your head and confirm your lunch cost 0.1 btc. You get the push notification of the charge for 0.1btc and are happy. You then check the transaction details and see that in fact the exchange rate was not $300, but $299.  Angry?!

Another example..
Now let's say you went to the ATM and took out $100 at the $300 exchange rate. You do the math in your head and confirm you took out .33btc. You get the push notification of 0.33 btc and are happy. You then check the transaction and see that the exchange rate was lower, say $285.   ?!

So, why does this happen?

When you make these purchases the app will show the price paid for the item. However, in some cases there are fees such as foreign exchange rate or those charged at the ATM (by our issuer or the ATM itself) that are currently not getting itemized in the transaction log. In other words, instead of adding the charges as a $ amount on top of the cost of your item it will compensate by showing a lower btc exchange rate.

In the examples above, instead of showing your lunch cost $30 at $299 exhchange rate, the correct way is to display a $31 lunch at $300.
Or in the exampe of the ATM it should show the amount you are withdrawing plus the fees (which will vary depending on how much you take out and the ATM you are using) at a $300 exchange rate.

We are working on itemizing the additional charges so that you can see how much was paid for what. Once this is finalized the exchange rate will be fixed and correct, and you will see any additional charges added on top of the fiat amount charged.

The bad news is that this is still being built.
The good news is that no, we are not cheating you by doing a workaround of the exchange rate.

If you think I can explain further let me know. I am happy to try to answer any questions. If you are concerned about a specific transaction related to your debit card you can reach out to us at [email protected] and we will take care of you.

There are a few things that could be happening in your case:

1. Your card could have been blocked due to many failed attempts or incorrect PIN (which at times is not your fault, it's the ATM that fails to pass us the correct info). You can solve this by PMing me or by emailing [email protected] who are the card issuer and can unblock your card if you email them from the email account associated with your card.

2. There is a 2X ATM withdrawal per day. Unfortunately this includes failed attempts so if you try twice without success you will have exceeded the ATM withdrawals times you have for that day. You'd need to wait 24hrs to retry. I know this sucks but they are rules imposed by Visa and our issuer.

3. Keep in mind that there are the ATM fees and (depending on your country) FX conversion fees. Make sure you have enough funds to cover those.

If you have any questions PM me and I will do my best to help you resolve it. Thanks everyone for your patience.

@dunchy: Was that sell or buy rate at Kraken? If you are not in Europe, you'll be charged extra 3% for currency conversion + ATM withdrawal fee. That relates to all debit card vendors. Obviously people will use straight way instead of this long chain - win-win if they stop scamming each other

Used my debit card this night (21 of October) at 21:35. My card is denominated in EUR. BTC to EUR exchange rate used: 205.61 EUR/BTC. That was 12.76% hidden fee in btc2eur conversion in comparison to e.g. Kraken at that point in time. SLEAZY. Really sleazy Xapo.

Same here... Already tried more than 5 times, but all my transactions was declined with an error "Insufficient funds". My Xapo balance in many times exceed transaction value.

WTF?? Whenever i try to withdrawal cash from my Xapo debit card, ATM says not enough funds even tho i'm 1000% sure i got money in my xapo account and 100s of confirmations already?? This card only work occasionally so dont rely on it for your urgent withdrawals guys. It making me sick whenever i go to withdraw money and im already thinking to dump it 

It seems that my card was blocked and they just unblocked it for me. Guess I fucked up somewhere in the past. Thanks Xapo_Partners (and Xapo) for resolving my issue.

Could you PM me the email you use for your Xapo account please? I will have our team review this today to help you.

UPD: Finally I got reply from XAPO concerning my case. They are on it, money is safe, I have to wait few days for manual refund. Not convenient, but I can't exchange cryptos for goods/cash easily here in 2015

same here, guys. For the fees they charge I expected much better service

My issue still hasn't been dealt with. No PM and no reply to my support ticket, so I'm getting quite annoyed now. Xapo used to handle and respond to support tickets extremely fast in the past.

There is something strange with Xapo...Today I was unable to spend my bitcoins with Xapo debit card, all my transactions was cancelled with response code 51 - "Insufficient funds", my Xapo balance exceed the transactions value in more than 4 times.

Earlier my transactions with Xapo used to get confirmed in about 1 hour but recently it took 3 hours to receive just 5 confirmations. The same is the case when I send bitcoins from my account. What's the reason for the delay?

hi, hope everyone had a great weekend, though I hadn't. Since Friday I got no reply both from XAPO and mychoicecorporate.com. My balance is still negative

I don't know why, but transactions with status "Cancelled" never appear in their log.

Waited 3-4 days already. I hope they change this since they are handling peoples money. They need to reply at least within 24 hours. Anything else won't make Xapo a success.
Emailed Fabio aswell, hoping he can solve this. Xapo_partners, please help....

UPD: According to log on mychoicecorporate.com they have no information of cancelled transaction on Oct. 15th.
That transaction appears only on Oct. 16th with "Success" status, but without ATM withdrawal fees. Obviously it's incorrect info, I'll open support ticket on their website as well.

While you waiting for response from Xapo support, you can also submit a ticket to [email protected], usually they answer within 24 hrs. If you register on their site you will find some more info about this transaction.


It is useless trying to find any useful information in blockchain regarding your Xapo wallet due to: