To contact Xapo Support, please use our FAQs (https://support.xapo.com/) - page 7.

erikalui

legendary

Activity: 2632

Merit: 1094

Quote from: bitbunnny on November 19, 2016, 02:07:48 PM

I never had such problems with Xapo and I'm using this wallet for a long time. Once I had issues with my wallet acces but that was before I verified it and send all the documents.
But the truth is their support is not very responsive. Usualy it takes much time until they contact you back and solve the problem or answer the question. If you have some urgent situation that might be the problem. Otherwise I have no other remarks on them.

I agree. I usually used to get a response after 24-48 hours and when I had to verify my account, I fortunately got the xapo representative JessieXapo on BCT but now she's not active and I would need to depend on the official customer support only for a response. I got my account verified in an hour that day but now if anyone needs to get their account verified, it would take minimum 24 hours.

bitbunnny

legendary

Activity: 2912

Merit: 1068

WOLF.BET - Provably Fair Crypto Casino

I never had such problems with Xapo and I'm using this wallet for a long time. Once I had issues with my wallet acces but that was before I verified it and send all the documents.
But the truth is their support is not very responsive. Usualy it takes much time until they contact you back and solve the problem or answer the question. If you have some urgent situation that might be the problem. Otherwise I have no other remarks on them.

h3rlihy

sr. member

Activity: 356

Merit: 250

They now seem to have fixed it for me. But before the error was appearing the url was redirecting to some kind of compliance page

holydarkness

legendary

Activity: 2632

Merit: 1462

Yes, I'm an asshole

Quote from: h3rlihy on November 18, 2016, 09:24:55 PM

I think I may have crossed into level 2 and now am completely locked out of my funds as my xapo account won't log in but instead just errors out. A real pain when I pretty much use it as a hot wallet for funds

~snip~

I can't be sure because I never touched that limit, so I don't know what notification will appear when they asked for second verification, but from what I imagine from koshabt and ogv, aren't the notification (for second verification) supposed to sounds like asking for another verification instead of showing such warning like your screenshot? Furthermore, have you tried to ask them what causing the error by sending them an email consisting the error code as they suggested? Maybe (hopefully) they'll reply with a simple solution.

h3rlihy

sr. member

Activity: 356

Merit: 250

I think I may have crossed into level 2 and now am completely locked out of my funds as my xapo account won't log in but instead just errors out. A real pain when I pretty much use it as a hot wallet for funds

koshabt

newbie

Activity: 10

Merit: 0

holydarkness Thanks for answers.
Support said yesterday. She asked me to send more documents.
Posted 17.11.2016.
If, within two or three days otvetyat not have to close the account.

holydarkness

legendary

Activity: 2632

Merit: 1462

Yes, I'm an asshole

Quote from: koshabt on November 16, 2016, 07:59:17 AM

Quote from: koshabt on November 13, 2016, 02:26:27 PM

~snip~

Today, 16/11, passed 11 days I do not have full access to your account.
How long can consider 3 pages of documents?
I found myself an unwitting hostage XAPO. Undecided

Do you still have certain access to the wallet? Like withdrawing, maybe? Although it seems like a drastic measure, but maybe you want to consider withdrawing all your coin if they still not responding you within near future. Their FAQ said that you can ask them to send your coin elsewhere if you refuse to further provide detailed info

I never have a problem with Xapo and I am actually positive with their service, I would normally advise you to wait, but if you feel uncomfortable with their service and support team, maybe leaving is the best option.

koshabt

newbie

Activity: 10

Merit: 0

Quote from: koshabt on November 13, 2016, 02:26:27 PM

A year ago, has been registered. In all it was good throughout the year. But now there is no access to the wallet.
From 05/11/2016 there is no access to the wallet, after undergoing verification. The documents provided 05.11.2016. But 8 days there is no access to the wallet. At the entrance, I enter Pin code and get the "Information Under Review....."
Twice already written in support https://support.xapo.com. No answer.
He wrote and e-mail addresses. Zero reaction.
How to be Huh

Today, 16/11, passed 11 days I do not have full access to your account.
How long can consider 3 pages of documents?
I found myself an unwitting hostage XAPO. Undecided

koshabt

newbie

Activity: 10

Merit: 0

Quote from: holydarkness on November 14, 2016, 09:52:18 AM

Quote from: koshabt on November 14, 2016, 05:35:32 AM

~snip~
A year ago, in 2015 I went through the verification of the account. And there was to gain full access to the wallet.
11.05.2016 was made the second account verification.

I think you both are passing the first category limit and need to do second phase verification.

Maybe this sounds stupid, but is there any way to resubmit the form? Maybe both of your application are stacked by other users. Or.... (although maybe unlikely) the verification does needed some time to be checked?

Yes, this is the second part of the verification, but why so long Huh

Already 9 days, no response from Haro.
In Rerfect Money, the same procedure with the same documents, verification took two days !!!
Unfortunately, in Haro, as I wrote above, the support does not respond and there is no way to somehow provide the information again.
I'm a hostage HARO. HARO By his silence restricts my freedom. Already 9 days !!!

holydarkness

legendary

Activity: 2632

Merit: 1462

Yes, I'm an asshole

Quote from: ogv on November 14, 2016, 03:59:18 AM

Quote from: Miiike on November 13, 2016, 09:49:42 PM

I am not so sure about the verification because I signed up a long long time ago, but isn't the verification should be done as an early step on registration? Means you can not use them from the start without verifying your account? If so, how can you do the verification one year after?

This was the first email that i recieved from Xapo. There were no signs of future troubles.

--------- Forwarded message ---------
From: Xapo Support <[email protected]>
Date: вт, 1 Ceн 2015, 19:38
Subject: You now have full access to Xapo!
To: <[email protected]>

~snip~

Quote from: koshabt on November 14, 2016, 05:35:32 AM

~snip~
A year ago, in 2015 I went through the verification of the account. And there was to gain full access to the wallet.
11.05.2016 was made the second account verification.

Yes, according to their FAQ, they actually do three steps of verification that depends on the amount you spent with them. So anyone that had the first verification at the first time signing up can be asked again to do another verification (and more complex one) once they reached certain amount.

I think you both are passing the first category limit and need to do second phase verification.

Maybe this sounds stupid, but is there any way to resubmit the form? Maybe both of your application are stacked by other users. Or.... (although maybe unlikely) the verification does needed some time to be checked?

Hazir

legendary

Activity: 1596

Merit: 1005

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Quote from: ogv on November 14, 2016, 06:04:11 AM

The worst thing that is no way to contact with them. The Xapo support is not respond. It looks like they just stole our btc.

Xapo's support is notorious for being late. They either will respond to you fast but won't resolve your issue for a long time or won't respond at all.
You need to bombard them with mails and questions. But Xapo is not a scam service - it is people who are to blame here for not reading their ToS and not complying with it.

ogv

newbie

Activity: 10

Merit: 0

The worst thing that is no way to contact with them. The Xapo support is not respond. It looks like they just stole our btc.

koshabt

newbie

Activity: 10

Merit: 0

Quote from: Miiike on November 13, 2016, 09:49:42 PM

Quote from: koshabt on November 13, 2016, 02:26:27 PM

A year ago, has been registered. In all it was good throughout the year. But now there is no access to the wallet.
From 05/11/2016 there is no access to the wallet, after undergoing verification. The documents provided 05.11.2016. But 8 days there is no access to the wallet. At the entrance, I enter Pin code and get the "Information Under Review....."
Twice already written in support https://support.xapo.com. No answer.
He wrote and e-mail addresses. Zero reaction.
How to be Huh

I am not so sure about the verification because I signed up a long long time ago, but isn't the verification should be done as an early step on registration? Means you can not use them from the start without verifying your account? If so, how can you do the verification one year after?

A year ago, in 2015 I went through the verification of the account. And there was to gain full access to the wallet.
11.05.2016 was made the second account verification. The documents I have provided. But 14/11 do not have access to the wallet. Already the 9th day. Sad

ogv

newbie

Activity: 10

Merit: 0

Quote from: Miiike on November 13, 2016, 09:49:42 PM

I am not so sure about the verification because I signed up a long long time ago, but isn't the verification should be done as an early step on registration? Means you can not use them from the start without verifying your account? If so, how can you do the verification one year after?

This was the first email that i recieved from Xapo. There were no signs of future troubles.

--------- Forwarded message ---------
From: Xapo Support <[email protected]>
Date: вт, 1 Ceн 2015, 19:38
Subject: You now have full access to Xapo!
To: <[email protected]>

Hi Oleg,

We just wanted to let you know that your identity was successfully verified by our system, so you now have full access to all of Xapo's features! Just as you trust us to keep your bitcoins safe and secure, we want to be a business built on mutual trust and need to trust our users as well. You can read more about why we asked you these questions here. This was the last step in verifying your account, so you now have the ability to send and receive bitcoin, apply for the Xapo Debit Card, buy bitcoin with Xapo, as well as utilize our free-of-charge and ultra-secure vault for bitcoin storage!

Enjoy Xapo!

Unsubscribe from our emails

© Xapo 2015 | Privacy Policy | xapo.com

Unit 1001 10/F, Infinitus Plaza 199
Des Voeux Rd Central
Hong Kong

ogv

newbie

Activity: 10

Merit: 0

Quote from: koshabt on November 13, 2016, 02:26:27 PM

A year ago, has been registered. In all it was good throughout the year. But now there is no access to the wallet.
From 05/11/2016 there is no access to the wallet, after undergoing verification. The documents provided 05.11.2016. But 8 days there is no access to the wallet. At the entrance, I enter Pin code and get the "Information Under Review....."
Twice already written in support https://support.xapo.com. No answer.
He wrote and e-mail addresses. Zero reaction.
How to be Huh

I have the same story.
My wallet also been blocked from 05/11/16.
I also provided all required documents to Xapo.
But still no answer from Xapo support.
I even wrote to them in Facebook and Twitter.
There is still no reaction.
They hold my btc without any response.

Miiike

legendary

Activity: 2030

Merit: 1059

Wait... What?

Quote from: koshabt on November 13, 2016, 02:26:27 PM

A year ago, has been registered. In all it was good throughout the year. But now there is no access to the wallet.
From 05/11/2016 there is no access to the wallet, after undergoing verification. The documents provided 05.11.2016. But 8 days there is no access to the wallet. At the entrance, I enter Pin code and get the "Information Under Review....."
Twice already written in support https://support.xapo.com. No answer.
He wrote and e-mail addresses. Zero reaction.
How to be Huh

I am not so sure about the verification because I signed up a long long time ago, but isn't the verification should be done as an early step on registration? Means you can not use them from the start without verifying your account? If so, how can you do the verification one year after?

koshabt

newbie

Activity: 10

Merit: 0

A year ago, has been registered. In all it was good throughout the year. But now there is no access to the wallet.
From 05/11/2016 there is no access to the wallet, after undergoing verification. The documents provided 05.11.2016. But 8 days there is no access to the wallet. At the entrance, I enter Pin code and get the "Information Under Review....."
Twice already written in support https://support.xapo.com. No answer.
He wrote and e-mail addresses. Zero reaction.
How to be Huh

holydarkness

legendary

Activity: 2632

Merit: 1462

Yes, I'm an asshole

Quote from: ogv on November 07, 2016, 01:59:11 AM

I have the similar problem with Xapo. But i cant find any web form on their website support.xapo.com. Can you post the link on that web form ? Thanks.

The "contact us" form? It will be accessible if you type question on their support page but the subject is new or not on their FAQ list. One of the easier method to access the option is by typing "contact us" on their search bar, the tab will appear on the right most of the screen

ogv

newbie

Activity: 10

Merit: 0

Quote from: bestluck on November 06, 2016, 11:35:52 AM

It is normal in xapo to occur some errors in accounts you need to contact to them via support ticket on their website they will respond to you within a day and will fix the issue. It is not from your browser but occurs from them.

I have the similar problem with Xapo. But i cant find any web form on their website support.xapo.com. Can you post the link on that web form ? Thanks.

bestluck

hero member

Activity: 658

Merit: 500

Quote from: dibon on November 03, 2016, 02:15:51 PM

I have no adblock. As I told, I used many different configurations including 5 different browsers and 3 systems (win10, win8, linux) from 3 locations (2 countries).
In Xapo @ my phone I see old balance from many days ago and even Refresh option is not working.
I also use this xapo account to payout from my faucets.

It is normal in xapo to occur some errors in accounts you need to contact to them via support ticket on their website they will respond to you within a day and will fix the issue. It is not from your browser but occurs from them.

Topic: To contact Xapo Support, please use our FAQs (https://support.xapo.com/) - page 7. (Read 64339 times)