Всем добрый день, 
Простите, немного забросила эту ветку.

Хочу поделиться некоторыми новостями.

Во-первых, пополнение карты при помощи банковских переводов (Fast Bank Transfer) и платежных систем - наших партнеров (Alternative Payment Methods) теперь возможно только, если карта верифицирована. Банк ввел данное ограничение примерно неделю назад.

Во-вторых, верификация карты теперь может занимать 7-10 рабочих дней (две недели, короче). У банка не хватает "рук", чтобы обрабатывать заявки быстрее, к сожалению.

В-третьих, мы теперь верифицируем виртуальные карты тоже (раньше это было невозможно).

В связи со всеми этими изменениями, хотела так же поделиться основными правилами/советами по поводу того, какие документы отправлять на верификацию (согласитесь, неприятно прождать две недели, чтобы выяснить, что какой-то из доков не приняли, а потом ждать еще две недели):

- банк требует два документа: доказательство личности и док-во адреса. То есть, если вы планируете отправить ваш российский паспорт с пропиской - это не подойдет. Надо еще дополнительный документ.
- требования к документу на подтверждение личности: ваше фото, полное имя, дата рождения. И он должен быть валидным (особенно, если пропечатана дата окончания срока действия). Идеальный документ - загранпаспорт. Права тоже подойдут хорошо. Проблема в российском паспорте - все на-русском - это может вызвать некоторую задержку.
- требования к документу, подтверждающему адрес: ваше имя, ваш адрес (который указан в вашем профиле или при заказе карты - не абы какой), дата выпуска - документ должен быть не старше трех месяцев! Для тех, кто хочет отправить постоянную прописку из рос.паспорта - надо будет сделать фото страницы с фото и данными тоже - чтобы было понятно, что это один документ и он валидный. Идеальный документ: выписка из банка.
- общи совет - лучше, если документы на английском. Так просто обычно быстрее, и поддержке не надо дополнительно писать в банк и объяснять, что такое постоянная регистрация в России и где она находится (:
- обычно у наших соотечественников нет с этим проблем, но на всякий случай уточню - фото должны быть четкими и не размытыми. Чтобы все легко читалось и не возникало вопросов, какие буквы-цифры написаны. Когда возникают вопросы - то и отказ в верификации гораздо выше.
- ну и последнее, фото конвертов, даже если это конверт от нас (в котором пришла карта) - это не документы. Не надо их присылать. Так же, как и фото с вашим домом  Пожалуйста, только валидные документы.

Как всегда, если вы не уверена в чем-либо (включая адрес, указанный в вашем профиле), не стесняйтесь писать мне или в подержку (support@e-coin.io) и спрашивать. Мы также с удовольствием проверим ваши документы перед отправкой в банк и посоветуем, что надо поправить, если они вызывают вопросы.

Не совсем - когда деньги попадают на карту, они там и остаются (в валюте карты). Чтобы перевести их в битки, нужно воспользоваться функцией Buy Bitcoins: https://blog.wirexapp.com/buy-bitcoin-wirex/

Hi All,

News from the bank: since last week, the bank no longer accepts bank transfers and transfers via our Alternative Payment Methods for unverified cards.
So, if you need to send the money from your bank account, make sure your card is verified first.

Another unpleasant announcement - the verification is now taking 7-10 working days (2 weeks, if simplify). Though the bank advised they have hired new people for this task, they are still pretty short-staffed. They are looking for the alternative solutions, but for now it is 2 weeks, unfortunately.

Good news, partly related to both announcements above - we now allow virtual card verification.

In regards of everything said, I strongly encourage you:

a. verify your card once you receive it. That will not only allow you to have higher limits and use bank transfers, but also minimize the possibility of your card being blocked by the bank's suspicious activity monitoring.

b. make sure you are sending proper documents for the verification. If you are not sure - it is better to ask support, then wait till bank rejects your documents after 2 weeks. Some key points below (one more time for those who do not want to read our help;)) :

- bank needs 2 documents to verify your account. So if you have e.g. your national ID with address in it - you can use it ONLY either as address proof or as identity proof, and need the second document. No exceptions.

- ID proof. Should contain: your photo, your full name, your date of birth. If it has expiration date - well, obviously, the doc should not be expired. It is preferred your document is in English (or at least has a translation). Ideal document: international passport.

- Address proof. Should contain: your full name, your residence address (NB! not just any address you may have, but the one you entered as Residence during the card order), issuance date. The document must be issued within last 3 months.
If you are sending your national registration : do not forget to include both sides of your ID (if it is printed on your ID), or first pages of your national passport (if it is in your passport). Ideal document: bank statement/utility bill.

- make sure your photo/scan is clear and readable. Imagine yourselves a Russian girl (like me, support rep who is checking your documents), or Indian man (like bank rep, who is actually verifying them) - are they clear enough? Do you have questions about where name/address is located? Do you need to use all our mind power to understand what is written on it (because it is so blurry)? Do they look valid for your? Etc...

- envelopes, even envelope from us (which you got your card in), photos in front of your house, or Google map screenshots - are not valid address proofs.

- if you are not sure what your Residence address is, or you have moved recently - remember, support and the bank do not know about that. Please check with support what's your card's address, if you are unsure. Alternatively - you can use our Wirex App, it gives you access to your Profile info (and you can even manage it here).

I hope all the tips above will help you to pass verification as fast as possible. As usual - if any questions or doubts, feel free to address me directly, or to our support team.

Yeah, I you have ordered the card from Feb 26 to March 9, and you get the card just recently - most likely the expiration date in our system is a bit different. Usually it is like the following:
- you get a card with April expiration on it, but to activate in our system you need to use March;
- if you get the card with March expiration date, you need to use Feb to activate.

But this is only for card ordered during mentioned date period.

You might have also exceeded verification attempts - if you PM me your email address, I'll reset them.

It should not be a problem that you activated it on the bank's side.

If you have virtual Visa - then yes. (And if the PayPal account in your country supports our cards).
https://blog.wirexapp.com/buy-bitcoin-paypal/
(this article also contains info how to buy bitcoins, but it is pretty detailed about PayPal part).

At the moment we do not have AUD card. We are working on adding new currencies after the rebranding.

Have you used Contact Us form to contact support? We notified the clients it is not working (here, in FB, and twitter).

Could you please send us an email to support@e-coin.io?

Hi All,

We are currently out of USD. And we are not yet sure, they will be deposited till Monday (the bank has the day off today - some national holiday in India), though they promised to send funds in anyway.

So, fingers crossed, I hope we will have service available back soon.

In any case, please prepare the backup plan for the weekend!

Hello there!
I will have our Contact Us form checked. It are getting more and more feedbacks that support does not response, though we just did not get any tickets ):

Please feel free to email support@e-coin.io / support@wirexapp.com, or send us messages via Facebook. There is also small contact form in Help. But in any case, I hope to have Contact Us form fixed soon!

Will also ask to post a note in Facebook and Twitter.

We did nothing. Please email support@e-coin.io what exactly happening.

Perhaps, you have unverified card and you reached lifetime cash withdrawal limit. Or you tried to ue ATM more than twice per 24 hours. Or you used incorrect PIN. There more reasons, and I cannot guess what exactly happened to your card - so kindly send the message to support with details (error ATM gave you, exact date and time and time zone the attempt was made, how much you tried to get, if you have few cards - which card you used, whether you tried other ATMs, etc...).

Thank you for feedbacks and for info about Uber! That's great news.

About card loading situation - I already posted a note above: we expect it to be improved in a month after the rebranding is completed. Fingers crossed.

As for the support. Right now there are 3 of us. In most day we are covering almost 24 hours (with few hours gaps between shifts), however we are not robots, and though we usually work 7 days a week each, we cannot work 24*7 each (no matter how much we would be paid for that  ). So, the reply time can be a few hours (esp if one of us has a day off - we all need to rest).

With current tickets load -  life chat would kill us. It would mean no proper response neither for the email tickets, nor for the chat messages (we tried it back in Novemeber or December, I think - it was a nightmare).
I am pretty sure with our growth we will have bigger support team and thus, life chat support 24*7.

And more thing/tip, we are replying to each and every ticket we receive (well, if it is not something like "jgdrhjgegegfjhefuy") - so if we did not reply within 24 hours - we most likely did not receive it.
Both Contact Us form and email to support@ send you an autoreply with your ticket number. If you did not receive such autoreply - we did not receive the ticket!
You can try to contact us either via different support channel (e.g. Facebook IM), or send to another support email address (as you may know we have support@e-coin.io and support@wirexapp.com).

Hello,
Yes, it should be instant. If any issues with card creation - we usually email our clients what had happened (UPD: within 24 hours).

IS it in Pending status or in Waiting Activating? In any case, email support the details (or send me PM with your email address).

And Hi to all one more time.

Card load for all currencies should be working now, and the limit are back to regular.

Also, I guess it should have been posted in twitter, but anyway - we kind of expecting the issues withing next month, so planning to set limits each weekend and try not to run our of currencies. However, there is pretty good chances we would (on Sunday and Monday).
This is just to warn you, please have some Plan B for the weekends. Just in case.

Good news is that we (our managers) seem to find a solution for this situation finally, and we hope we would be able to implement it after main part of rebranding is completed (i.e. we move to wirexapp.com and make sure no bugs or something is here) - so approximately in May it should be better.

I know all this must be pretty frustrating, though I do believe we will be better and stronger and always-reliable very soon. I really appreciate your understanding, guys, - and your enormous patience!

Hello,

You cannot order the card with no information at all. It just will not be created.
However, if you are fine with unverified virtual card - you can definitely just use a valid address in some supported country (not necessary your own - might be your friend's or colleagues).

Am I right to understand the card is working with Uber for you?

We just were told Uber does not accept prepaid cards, so I am pretty excited to hear you are using it! Would you mind to let me know some details - what country your Uber account is linked to, how long you are using our card with it, whether you have virtual or plastic, Visa or MC? You can send me a PM, if it is not very comfortable for you to share all those details publicly.

Tried to answer here as well, however have no buttons to Quote or Reply    


UPD. that's because it was solved, I got it.

Hello All,

I was sleeping when it happened, however seems the 0-balance in your BTC account was kind of temporary glitch. It should be back already (at least, I can see it properly now).

If you doubt - please let support know (or me - send PM with your email), we would check and confirm what balance you have.

Hello Ionut,

Due to the card issuance delay E-Coin may have different expiration date listed for your card. Could you please activate the card using Feb 19 (I reset activation attempts). For all other transactions, please use the expiration date printed on your card.

We will correct all incorrect expiration dates on our side soon as well.

Yes, you can surely use the service in Canada. We do not have cards in CAD, however you can use USD or any other card for that.

The limit you have mentioned is for unverified cards.

If you verify your card you will have no lifetime limit for ATM withdrawal: https://www.e-coin.io/bitcoin-debit-card-fees-and-limits
About verification: https://help.e-coin.io/hc/en-us/articles/202397331-How-do-I-verify-my-E-coin-account-

Yes, there are limits for card load. You can check them here: https://www.e-coin.io/bitcoin-debit-card-fees-and-limits
There is additional limits for card loading via Bank Transfer and Alternative Payment methods: https://help.e-coin.io/hc/en-us/articles/207150559-Fast-Bank-Transfer-and-Alternative-Payment-method-limits

No limits for purchases with merchants.

Uber does not like our card because it is prepaid.

As for Amazon - not sure. What error message are you getting? Have you asked their suport whether they accept prepaid debit card (no bank account) issued by Gibraltar?