To contact Xapo Support, please use our FAQs (https://support.xapo.com/) - page 29.

Lasergun

legendary

Activity: 1155

Merit: 1174

https://t.me/laser9un

Quote from: mkrypt on October 16, 2015, 11:01:24 AM

But the problem must be on XAPO's side - if I have 0,66 BTC available, then how can their system approve transaction for 0,95 BTC allowing negative balance? Account history has already canceled transaction on Oct. 15 - how a new transaction from Oct. 16 appeared there and how it got status "Complete"?

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.

Quote from: mkrypt on October 16, 2015, 11:01:24 AM

I've checked CSV file regarding wrong transaction:
2015-10-16 13:07:45,"Debit card transaction",0.95011242,0.95011242,,USD,245.11,Complete,,3Qj2MBsf9s7tfPeYVd5FZoEgugmJqo6Kbs,,

According to blockchain this address is empty.

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

Quote from: Xapo_Partners on August 31, 2015, 01:11:34 PM

Your wallet funds are pooled and use rotating addresses. As you correctly state that means that every time you make a transaction it will change your wallet address. This is to guarantee that the person receiving btc from you cant go on the blockchain and check your funds.

mkrypt

newbie

Activity: 33

Merit: 0

@ Lasergun: That user is me, that was OTP bank. Yes, I've got a receipt from a bank regarding 1st transaction.

But the problem must be on XAPO's side - if I have 0,66 BTC available, then how can their system approve transaction for 0,95 BTC allowing negative balance? Account history has already canceled transaction on Oct. 15 - how a new transaction from Oct. 16 appeared there and how it got status "Complete"?

I've checked CSV file regarding wrong transaction:
2015-10-16 13:07:45,"Debit card transaction",0.95011242,0.95011242,,USD,245.11,Complete,,3Qj2MBsf9s7tfPeYVd5FZoEgugmJqo6Kbs,,

According to blockchain this address is empty.

Lasergun

legendary

Activity: 1155

Merit: 1174

https://t.me/laser9un

Quote from: mkrypt on October 16, 2015, 10:02:57 AM

I've received my debit card from XAPO in 2 weeks after ordering it on Sep.24 to Ukraine. But today I see negative balance in my account and previously canceled transaction is shown once more as "Complete".

Here's the screenshot from my account - http://prnt.sc/8rycmx

Here's the story:
Oct.13 - got notification from XAPO support that my account has been verified and spending limits are upgraded.
Oct.14 - put 1.15 BTC to my account
Oct.15 - tried ATM withdrawal in local currency - 5300 UAH (1.018 BTC). ATM rejected the transaction.
Oct.15 - tried ATM withdrawal in local currency - 2500 UAH (0.488 BTC) in other bank. Transaction was successful, I've received the cash. Available amount in my XAPO's account was shown as 0,66 BTC.
Oct.16 - My failed ATM withdrawal try on Oct.15 is shown as "Canceled" in XAPO's account. But there's another transaction on Oct.16 as "Complete" for 0.95 BTC. It's the same amount in local currency (5300 UAH) as in the rejected ATM withdrawal try. It was not done by me or authorized by me.

So my first experience with XAPO is so-so. Will try to cancel failed transaction and get refund.

2 questions to XAPO representative in the thread:
1) How my canceled ATM withdrawal transaction got approved by your system on the next day?
1) How negative balance is possible?

Very strange situation... If you have the receipt about the cancelled transaction from the first ATM, then you can also contact to the local bank support (most of them have online support) and ask them to explain what is actually happened on Oct. 16. This can help you to refund your money.

Lasergun

legendary

Activity: 1155

Merit: 1174

https://t.me/laser9un

Quote from: TomasXAPOReview on October 16, 2015, 09:29:51 AM

I've written 2-3 emails + opened one support ticket aswell. No replies at all. Hopefully Xapo_partners can speed up the process.
Since no DHL email have been sent I expect them to cancel my order without any problems...

I will continue to update this thread.

Sometimes they need up to 3-5 days to reply and don't forget about the weekends...

mkrypt

newbie

Activity: 33

Merit: 0

I've received my debit card from XAPO in 2 weeks after ordering it on Sep.24 to Ukraine. But today I see negative balance in my account and previously canceled transaction is shown once more as "Complete".

Here's the screenshot from my account - http://prnt.sc/8rycmx

Here's the story:
Oct.13 - got notification from XAPO support that my account has been verified and spending limits are upgraded.
Oct.14 - put 1.15 BTC to my account
Oct.15 - tried ATM withdrawal in local currency - 5300 UAH (1.018 BTC). ATM rejected the transaction.
Oct.15 - tried ATM withdrawal in local currency - 2500 UAH (0.488 BTC) in other bank. Transaction was successful, I've received the cash. Available amount in my XAPO's account was shown as 0,66 BTC.
Oct.16 - My failed ATM withdrawal try on Oct.15 is shown as "Canceled" in XAPO's account. But there's another transaction on Oct.16 as "Complete" for 0.95 BTC. It's the same amount in local currency (5300 UAH) as in the rejected ATM withdrawal try. It was not done by me or authorized by me.

So my first experience with XAPO is so-so. Will try to cancel failed transaction and get refund.

2 questions to XAPO representative in the thread:
1) How my canceled ATM withdrawal transaction got approved by your system on the next day?
1) How negative balance is possible?

ONLYfree

legendary

Activity: 1288

Merit: 1000

Quote from: TomasXAPOReview on October 16, 2015, 09:29:51 AM

Quote from: Miiike on October 16, 2015, 09:18:58 AM

Quote from: TomasXAPOReview on October 16, 2015, 05:00:56 AM

Quote from: Xapo_Partners on October 14, 2015, 06:39:53 PM

Quote from: ?? on ??

Quote from: christycalhoun on October 06, 2015, 12:36:56 AM

Can anyone tell me why I should use bit-x over xapo's service?

try E-Coin, it has the lowest fees on the market and the only company which offers virtual cards (it offers plastic as well).
Get virtual card and give a try, if you like you can upgrade to plastic or use virtual while plastic is on it's way

Hi /u/pmatveev and /u/marcotheminer we appreciate you adding comments about your btc debit cards. There are a number of other threads where these topics are being discussed.

I kindly ask you to leave this thread specifically for user issues in using Xapo so that we can help our customers.

Hi. Can you please cancel my debit card order with DHL as shipment method?

I thought you better write a direct email to their support team as i think the Xapo_partners are rarely active on this thread..

I've written 2-3 emails + opened one support ticket aswell. No replies at all. Hopefully Xapo_partners can speed up the process.
Since no DHL email have been sent I expect them to cancel my order without any problems...

I will continue to update this thread.

Try to write [email protected] I'm always getting fast reply. But Im not sure or hi right person to deal with this. My question is about API but maybe hi will redirect to other support.

TomasXAPOReview

newbie

Activity: 7

Merit: 0

Quote from: Miiike on October 16, 2015, 09:18:58 AM

Quote from: TomasXAPOReview on October 16, 2015, 05:00:56 AM

Quote from: Xapo_Partners on October 14, 2015, 06:39:53 PM

Quote from: ?? on ??

Quote from: christycalhoun on October 06, 2015, 12:36:56 AM

Can anyone tell me why I should use bit-x over xapo's service?

try E-Coin, it has the lowest fees on the market and the only company which offers virtual cards (it offers plastic as well).
Get virtual card and give a try, if you like you can upgrade to plastic or use virtual while plastic is on it's way

Hi /u/pmatveev and /u/marcotheminer we appreciate you adding comments about your btc debit cards. There are a number of other threads where these topics are being discussed.

I kindly ask you to leave this thread specifically for user issues in using Xapo so that we can help our customers.

Hi. Can you please cancel my debit card order with DHL as shipment method?

I thought you better write a direct email to their support team as i think the Xapo_partners are rarely active on this thread..

I've written 2-3 emails + opened one support ticket aswell. No replies at all. Hopefully Xapo_partners can speed up the process.
Since no DHL email have been sent I expect them to cancel my order without any problems...

I will continue to update this thread.

Miiike

legendary

Activity: 2030

Merit: 1059

Wait... What?

Quote from: TomasXAPOReview on October 16, 2015, 05:00:56 AM

Quote from: Xapo_Partners on October 14, 2015, 06:39:53 PM

Quote from: ?? on ??

Quote from: christycalhoun on October 06, 2015, 12:36:56 AM

Can anyone tell me why I should use bit-x over xapo's service?

try E-Coin, it has the lowest fees on the market and the only company which offers virtual cards (it offers plastic as well).
Get virtual card and give a try, if you like you can upgrade to plastic or use virtual while plastic is on it's way

Hi /u/pmatveev and /u/marcotheminer we appreciate you adding comments about your btc debit cards. There are a number of other threads where these topics are being discussed.

I kindly ask you to leave this thread specifically for user issues in using Xapo so that we can help our customers.

Hi. Can you please cancel my debit card order with DHL as shipment method?

I thought you better write a direct email to their support team as i think the Xapo_partners are rarely active on this thread..

ebliever

legendary

Activity: 1708

Merit: 1036

Quote from: ebliever on October 15, 2015, 07:46:40 PM

FWIW, I've been waiting a week now for Xapo to act on a simple request to delete a 2nd account I had created. It's not a big deal, but shouldn't take a week. I see others are having trouble with slow service as well.

I just got an email saying they'd taken care of this, and verified that I was able to add my 2nd email to my first account. Thanks Xapo team!

TomasXAPOReview

newbie

Activity: 7

Merit: 0

Quote from: Xapo_Partners on October 14, 2015, 06:39:53 PM

Quote from: ?? on ??

Quote from: christycalhoun on October 06, 2015, 12:36:56 AM

Can anyone tell me why I should use bit-x over xapo's service?

try E-Coin, it has the lowest fees on the market and the only company which offers virtual cards (it offers plastic as well).
Get virtual card and give a try, if you like you can upgrade to plastic or use virtual while plastic is on it's way

Hi /u/pmatveev and /u/marcotheminer we appreciate you adding comments about your btc debit cards. There are a number of other threads where these topics are being discussed.

I kindly ask you to leave this thread specifically for user issues in using Xapo so that we can help our customers.

Hi. Can you please cancel my debit card order with DHL as shipment method?

ebliever

legendary

Activity: 1708

Merit: 1036

FWIW, I've been waiting a week now for Xapo to act on a simple request to delete a 2nd account I had created. It's not a big deal, but shouldn't take a week. I see others are having trouble with slow service as well.

bitart

hero member

Activity: 1442

Merit: 629

Vires in Numeris

I have ordered and still using xapo's debit card without problem or any hassle.
Let's check this thread about the details if interested:
https://bitcointalksearch.org/topic/have-you-tried-xapo-debit-card-1187388
I'm happy to answer to any questions in connection with it (if I know the answer

)
I'm not related to XAPO, I'm just a simple user, so I'm not their customer service

ONLYfree

legendary

Activity: 1288

Merit: 1000

Hello,
Im using xapo API for sending payments from my faucet. But I have pending payments from 2 October, but most of payments are sending, but these are stuck here. What is the problem?

http://postimg.org/image/u8mg258fz/

Thanks

TomasXAPOReview

newbie

Activity: 7

Merit: 0

Quote from: Mitchell on October 15, 2015, 09:04:41 AM

Quote from: TomasXAPOReview on October 15, 2015, 09:02:23 AM

Sorry guys. Won't review Xapo. Just requested a cancellation of my ordered debit card due to the slow service and reply from support which to be honest scares me. Especially when I read about others having problems withdrawing their coins.

Will at least update on this process. Hopefully they cancel my order and let me withdraw my money without any problems (shouldn't be any if it's a legit company). Stay tuned.

Care to share that reply? Anyway, I never had problems with withdrawing money, so you should be fine. Grin

Woops. It should be "due to the slow service and slow replies* from support". I haven't received any replies nor any shipping confirmation at all in 2-3 days even tho I selected DHL as shipping method. Having the same slow experience when moving funds from vault to personal wallet... I think it's better to just cancel the whole thing.

Mitchell

copper member

Activity: 3948

Merit: 2201

Verified awesomeness ✔

Quote from: TomasXAPOReview on October 15, 2015, 09:02:23 AM

Sorry guys. Won't review Xapo. Just requested a cancellation of my ordered debit card due to the slow service and reply from support which to be honest scares me. Especially when I read about others having problems withdrawing their coins.

Will at least update on this process. Hopefully they cancel my order and let me withdraw my money without any problems (shouldn't be any if it's a legit company). Stay tuned.

Care to share that reply? Anyway, I never had problems with withdrawing money, so you should be fine. Grin

TomasXAPOReview

newbie

Activity: 7

Merit: 0

Sorry guys. Won't review Xapo. Just requested a cancellation of my ordered debit card due to the slow service and reply from support which to be honest scares me. Especially when I read about others having problems withdrawing their coins.

Will at least update on this process. Hopefully they cancel my order and let me withdraw my money without any problems (shouldn't be any if it's a legit company). Stay tuned.

Mitchell

copper member

Activity: 3948

Merit: 2201

Verified awesomeness ✔

Quote from: Mitchell on October 14, 2015, 08:56:21 AM

Xapo has recently been cancelling transactions that should have gone through. For example, I just wanted to sign up for a SEO service, filled in my Xapo Debit Card details, saw their test transaction appear in my wallet and then noticed that Xapo cancelled it (even though I had more than enough BTC available to cover the cost). A few days ago I've send them a support ticket about this, but to no avail.

This isn't the first time this has happened and I'm getting slightly annoyed by it.

I just tried to do a $1 transactions through PayPal and guess what? It was cancelled even though I have enough money on my account! This is getting really annoying.

Xapo_Partners

newbie

Activity: 31

Merit: 0

Quote from: ?? on ??

Quote from: christycalhoun on October 06, 2015, 12:36:56 AM

Can anyone tell me why I should use bit-x over xapo's service?

try E-Coin, it has the lowest fees on the market and the only company which offers virtual cards (it offers plastic as well).
Get virtual card and give a try, if you like you can upgrade to plastic or use virtual while plastic is on it's way

Hi /u/pmatveev and /u/marcotheminer we appreciate you adding comments about your btc debit cards. There are a number of other threads where these topics are being discussed.

I kindly ask you to leave this thread specifically for user issues in using Xapo so that we can help our customers.

Xapo_Partners

newbie

Activity: 31

Merit: 0

Quote from: marjod on October 13, 2015, 06:56:40 PM

Quote from: Miiike on October 13, 2015, 01:33:25 PM

I was wondering about this question for a while but never bother asking.. Maybe this is the right time and thread to ask Grin

what's the benefit of putting our btc on vault? does the amount slightly increases by time? Or... its just safer that way? and what's the difference with the basic "normal" wallet?

If I'm not mistaken, Xapo vault is a way to keep your bitcoins on a cold storage, which is more secure than normal wallet because they are stored offline.
If you use a vault, you have to pay an annual fee that works as an insurance for keeping your bitcoins safe.

You are correct that moving your funds to your Vault will put them in deep cold storage on servers that have never been connected to a network. So there is a miniscule risk that your funds in the Vault can be hacked. The timed withdrawal of 24-48hrs happens because different individuals in different continents need to manually approve the withdrawals (in which case our servers that again, are not connected to any network, will confirm the withdrawal). So besides a timed withdrawal that gives you, the owner of the btc, to stop the withdrawal if there is a problem, the funds are also being moved from safe locations. There is also insurance on the bitcoins stored in the Vault.

However, one important thing to clarify is that there is NO ANNUAL FEE to use our Vaults or insurance. It has been free since January:
https://blog.xapo.com/xapo-launches-suite-of-new-security-features-announces-xapo-vault-now-free-of-charge/

Xapo_Partners

newbie

Activity: 31

Merit: 0

Quote from: ebliever on October 08, 2015, 10:18:44 PM

Hey XAPO! I think you've got a minor disaster in the making. I just saw your announcement of Xapo World, which looks pretty cool. Except that your pricing is going to drive a lot of people NUTS.

First, everyone knows what a bitcoin and a satoshi are. No one understands "bits". I had to look it up myself and mentally convert everything to make sense of the pricing on the site. But that pales in comparison to the second problem:

You are using a period instead of a comma in all your "bits" prices. Now, maybe I'm wrong and you are selling Grand Theft Auto for less than two US pennies. But it seems rather more likely that you are displaying to American customers all your pricing using the foreign convention of a period where Americans use commas. (i.e., the price of a typical new car in America is $30,000.00. Not $30.000, which Americans would interpret as thirty bucks.)

If I'm wrong in my interpretation and you really are selling all those games for a few pennies each, more power too you. But otherwise, you may want to fix or at least clarify this pronto.

Thanks for pointing that out. You are correct that we are making some changes. Down here in Argentina (and most of South America) the comma in numbers above $1000 are displayed with a "." instead of ",". We see how this is distracting and are fixing some of these things.

The idea with the bits store is to make things a "bit" more universal. Satoshis tend to be too small, Bitcoins tend to be too large. Using bits has been something that is always discussed in the community and what we are initially going with. With that said we will take your comment into account and if it continues to be confusing we have no problems in changing it.

Topic: To contact Xapo Support, please use our FAQs (https://support.xapo.com/) - page 29. (Read 64417 times)