Bitcoin Forum

Has anyone else been able to get through to Xapo supervisors at all?  I don't have a mobile phone.  I found Textnow to obtain a local texting number so those with cells can still reach me that way when I am using my BB playbook, but Xapo won't recognize the VOIP phone number as a legit #.

I have repeatedly tried to regain access to my account, to no avail.  I now want to remove what little I have left there, and close the account, but they won't agree to follow my directions to remove the funds on my behalf even!  When I asked the email support rep for a phone number to contact a supervisor in the company, he went silent!

I'm having a hard time believing that a company would not have any methods available whatsoever to deal with customers who do not have a mobile device.  The closest answer they could offer:  "Borrow a friends or family member's cell to do the job, app access only"! 

As a computer tech, I find this completely unacceptable!  Anyone know how to get past email support to someone on the phone?

What do you mean by completely mobile? You can't access your account via web browser?

Or is it they locked your account and now they want you to only access using their app? If so, What is the need of a phone number? Is it for verification like they'll send a code and you'll enter it? If it is, you can hire someone for that (here on forum). Furthermore, Are you sure they're not asking for a past phone number (If you had any)?

For the app access, you can just use an android emulator

You can't log into the web browser version without getting the 6 digit verification code from the app on the phone.  They've gone completely app-based so that even if you do log into your account in the web browser with the phone number and 6 digit code, there are functions such as sending btc that will only happen on the phone. 

I installed an android simulator on my pc thinking that would let me in, but nope, they want a phone number to go with it.  It isn't a past number, no, this is all new since the Fall.  I haven't been able to log in since August 2017.  I have to associate a mobile phone number now with my account and they won't accept my textnow phone number. 

I don't have enough btc in the account to justify hiring someone unfortunately, otherwise that could be an option.  Although because they have to log into my account with my credentials  and their phone number, it's a huge trust issue to do that!

Forgive me, I discarded xapo a long time ago lol. (If I'll be born again, I'm pretty sure I'll do the same thing)

Anyway, You must be talking about this? https://support.xapo.com/how-do-i-log-into-my-xapo-account/view=faq
It is stated there that the verification code is automatic but not on ios which means you have to enter it manually there. That said, maybe it's possible to access your account by:

1. Hire someone to just receive the code (the SMS) - From what I remember, it cost $3-$5
2. Install an ios emulator = https://techonation.com/best-ios-emulators-for-windows-run-ios-apps/
3. Have X send the code to you via telegram or other chat platform.....
4. Enter the code manually.

Those steps won't help without a phone number to actually give my account.  I have to add that before I can do anything else.  Thanks for your suggestions though. 

Since it's money and you're worried to let someone know your credentials/access your account, only way is to follow support's advice. Don't you have a family member with you that has a mobile, or a friend?

It has been an issue to me as well before. Such a hassle that I need to install the app first and open it everytime I log in my account on a web browser. They seem to not consider the idea of a user not having a phone.  :-\

I am not sure how you take the region as the issue on accessing the xapo wallet. I was using the xapo wallet for some months before but I did not find the issue on accessing the wallet at all.

Since i am from the Asian region and I did not find the issue on accessing the wallet at all mate.
You may login to the wallet and write a support ticket for the assistance from them with the below link.
https://tpi.xapo.com/contact-us/?lang=en

Supposedly, I've been talking via email support with the supervisor of the Customer Service Dept and they absolutely WILL NOT BUDGE on this!  They won't even help by moving the funds at my request on their back end!  I told them this kind of behaviour is illegal in North America and what do they respond with??? "What do you mean by North America?"  Who ARE these people?!!!  What planet are they from?!  If I can change my wallet ID over at Coinpot (different thread), I'll just forget my xapo account ever existed.  I have roughly $20 CAD in satoshi over there, but it's just not worth the hassle anymore.  Not when I get idiotic responses like THAT back!

Yes, not now but for quite some time they started to give 2fa code from the app on a mobile phone.

I think they already have a solution for your issue and you just need to find one phone to access your account and not sure anyone will take instructions to move funds from email.

As you said funds are so much then just wait until you get a new phone to access your account.

They are not a true bitcoin wallet as they don't give you full access to your bitcoin and also if you will loss your mobile number than they will be owner of your coins.

Try to reach their support and talk with them about your problem if they will be kind enough to you, they might give you access back to your account with email associated with that account.

It sucks when they will force you to use mobile app/number to login...

Can't you just stop using the service ? How many bitcoins have you got stuck in there ?

They will never give you any customer support numbers.Can't you just use a random throwaway number to get verified ?

There is no "getting-past" unless you know one of them personally.Assuming to get their phone numbers,what's next ? Are you going to sue them over a few bucks ?

I don't know what idiot does it take to open a wallet on Zapo in 2018.

yes i got the same problem but even moths ago i had to install the shit XAPO app to login to my accoun -.-
It was not longer possible to login with sms or call  -.-
but iam not using XAPO since 1 year now :D
there are many better online wallets out there .....


regards

Do you have some balance on your xapo account? If yes, then nothing else you can do except contacting their support but just forget it and use another better wallet if you have no balance on it. I was xapo user few years ago, but I moved to other wallet since they charged for incoming and outgoing transactions.

XAPO had gone mobile a very long time ago, I guess you are just knowing recently. Don't blame them, but they are trying to look out for you. And it definitely don't make sense if you say you don't have a mobile phone. If you really want to get  your fund back (that's if you haven't find a solution to it) simply follow their advise and connect with a trusted family member's phone number. Since you won't be using the app again after you cash out your coin, there is nothing else to loss then.

Seriously, I don't consider XAPO as wallet anymore, can't even believe that some people still uses it. I had sure a terrible experience with them that I will never think of using them. I remember when I started with bitcoin years back, I thought it was a good wallet then I store my coins there. Months later, i changed location and I tried accessing my wallet but was so surprised that they deny me access to my coins, saying that my location is invalid comply with the user name and password. I had to look for VPN and IP of the same location i opened the account before I accessed my coin. Immediately, I moved my coins and was done with them.

Well, the thing here is that they at least seem to have very high security standards, which can never be a bad thing, but people always find something to complain about. It's just impossible to satisfy everyone.

If the security is low level, people complain about the risks they are exposed to, and when the security is top notch, people complain yet again. There doesn't seem to be a feasible mid-way solution. It's one or the other.

Quite often when I enter Coinbase, it prompts me to a page telling me that they detected a new device, while the device is still the same, and my IP as well. In order to gain access to my account again, I have to manually verify it.

It's annoying, but I appreciate that extra bit of security. Everything better than losing your balance to a hacker or whatever.

The security purposes of XAPO is to protect people who give their real information. However, there are many xapo users before that they didn't put their real information just for the safety of their lives and mostly XAPO is mostly used by faucet hunters who claim free bitcoins before including me.

I own a xapo wallet before and most of my faucet earnings receive in my xapo account, but right now I can't login because of their new policy.

I think I use xapo in the past around 2015 and 2016 after that, I try to open my xapo account last December 2017 because the price of bitcoin is increasing a lot but it failed to recover and login to my xapo account because the phone number that I used before is gone, but I tried to recover, but no success.

So if you are planning to use XAPO better to give your real information, but for me right now if you want to keep your bitcoin safe and fully control I suggest that you use electrum wallet instead or bitcoin core.

Ya, you are totally right, its for our own good and we humans are hard to please but just that it was frustrating then. I was really upset then, the tentions and thought that I would never see my coins again. I just wish they was a better way to verify users identify instead of denying the owner from accessing their coins. Its really hardbreaking to try other means and finally giving up on your coins.

Even if you enable 2fa feature for that you need to get a code from google authenticator but XAPO asking you to install their app to get a security code. I don't think it is so hard to install one app for your account security purpose. I'm using this wallet for quite long time and find it more secure online wallet for regular transactions. A couple of months back their fees were quite high but they reduced it. I'm recommending but I don't see any issue to get a security code from their app.

One of my friend faced a problem an year ago and when that issue not fixed they asked him to give an external address and they send that bitcoin to his external bitcoin address and he finished his account. You also try to contact using support. They often take some longer time for the first reply as I heard from him but after that they will try to solve your issue when they come to contact. Xapo nowadays has many problems anyone who will use it will face them. Try to stay away until they solve their issues.

yes i got the same problem but even moths ago i had to install the shit XAPO app to login to my account. https://alltopalternatives.com/ (https://alltopalternatives.com/)

I think this is to ensure security, I've been using Xapo for more than 2 years and installed the Xapo app for almost a year, this feature actually makes me more and more confident and confident with the Xapo security system.

He probably think that not all features are available only on web aplication. I've noticed that recently too. For example if you want to send some funds from your wallet and you are using web aplication, sending funds has to be verified through mobile phone app. And sometimes for accessing web account you also need  2FA verfication with the mobile app.
So, actualy it's needed to combine both applications, web and mobile, otherwise you can't have full access to your account. I don't this is the question of security but for some people isn't very convenient.