Hello All,

My name is Alena, and I am from Customer Service/TS team of E-Coin. Some of you may know me from our main thread, some - not.
In any case I wish to clarify few thing here as well.

There are two types of Service Unavailable errors:
- just service unavailable;
- and service unavailable with refID.

1. You can see the first one when we run out of FIAT (regular currency) on our bank accounts. Why this happens. Every working day our bank processes the settlements and load our USD, EUR and GBP accounts (let's call it currency pools) with funds. The sums are different everyday (I will be completely honest - I do not know what it depends on, this is not a shared info), and the bank is off for the weekend. So, from time to time - usually closer to Sunday night or when our clients are very active - the funds in one of those pools finish. IN most situations, the next-day settlement fixes the issue and everything goes smooth. However sometimes, the bank delays the settlement for hours, or days. We are trying to influence them somehow, however it is not that easy.
We hoped the But Bitcoin function will balance the pools' load/unload, however it is not yet as popular as Card load.

2. When you see service unavailable with ref id - this is completely different. It usually means one of the following:
- you did not consider blockchain fee and tried to load (or transfer) all of your bitcoins. Just try smaller sum.
- your wallet balance is different from your account balance - you will not be able to recognize this, so if loading smaller sum did not help, contact support (support@e-coin.io) - we will check everything and correct.

Also, our developers promised to improve the blockchain fee calculation, so you should see less errors of that type in future.

In any case, if anything is not working as supposed or you just have some questions, or need clarification, feel free to email support (do not forget to copy-paste refID if you have it), or send me PM (please include your email address linked to E-Coin, an ferID).

Thank you for sharing.

Yes, WesternUnion confirmed they do not accept our cards (or prepaid cards w/out bank account in general).

Regarding Google Play - I have an open ticket with the bank right now - as Google Play is able to authorize funds on the card, and they claim the bank declines transaction. So I am checking with the bank why. I'll post an update here if it is somehow possible to use the card with them.

iTunes is very sensitive to the card's billing address, where it was issued and what country you are in, and what type of card you are using. Most likely they do not like the cards being issued by Gibraltar bank.

Also mind the card will not be accepted on sites which require 3D security (confirmation via SMS).

Hello,

Unfortunately, I do not know for sure. I've heard our clients concerns about this situation (card's billing address is different from PayPal's), however I have never actually faced this to be the reason of PayPal refusal to send funds to the card (or clients did not share this).

I would actually recommend to ask PayPal support. It might be they do not like the card issuing bank being in Gibraltar, or the fact this is prepaid card (PayPal in different countries has different regulations about what cards to accept). Or something else.

If they confirm they do not like your card's billing address - we can update it. This is not a problem (you do not even need to order a new card). Just let support@e-coin.io know.

Unfortunately, PayPal does not allow to withdraw funds to MasterCard.

We hope we will be able to offer two cards in each currency for our clients: one virtual and one plastic. However, it is still not settled, but we have such idea.

Well, perhaps. Though it seems PayPal has changed its veiws recently: http://www.coindesk.com/paypal-xapo-wences-board-directors/
Xapo is also a MyChoice client, so I'm pretty sure the guy will not let PayPal block his business.

This is not exactly a new feature. New feature is to buy bitcoins with your card.
Consequently, if you can load your card with PayPal - you can buy bitcoins with PayPal. If you already have the card and it is linked to PayPal - nothing could stop you (:

We do not perform any additional IP checks. So no worries about that.

The list of countries contains countries we know for sure accept our card. That's it. It is not the limitation, and most likely more countries support E-Coin card. We just did not want to set false expectations and tell that you can buy bitcoins with PayPal all over the world (because not everywhere our card is accepted).

Hello,
Well, nothing is reading your IP address. However PayPal is checking your billing address - if it does not like it, you will not be able to link your card. + as far as I know PayPal in Algeria has some limitations which make usage of our card impossible. Though I do not know this for sure, you can double-check this with their support.

Thank you for feedback! I'll send to the dev team for review (regarding copy-paste option to easy the transfer process). They also reported this should be fixed later today. So, hopefully it will be.

As for the withdrawal - we are out of FIAT (USd for sure, do not know about others). Once bank processes our settlement, it should ba back.

And few more details:
Chrome on Win10 may work - please try to clear the cache. Not sure though, me and my colleague have the same Chrome version, I am on Win8, he is on Win10. Mine does not work at all (nothing helps), his works fine. So additional feedback regarding Chrome behavior on your side would be very appreciated.

Also, Edge is not working. Firefox works both on Win8&10

Hello All,

In my previous post I meantioned the possible issues with the BTC transfers. Here is an update for that:

Issue 1. You are unable to select address from address book.

We have reported this to our development team. So far, the affected browsers are: Chrome (Win), IE11 (Win), Opera (Win), Safari&Chrome (iOS 9.2.1).
The address selection  WORKS in Firefox (ver 43.0.4, Win8), IE10 (Win8), Safari (iOS 7.1.2). Please use those browsers if you could while we are fixing the main issue.

I would also appreciate the info about your working and not-working browsers, versions and OS to collect as many data as we could for faster resolution.

Issue 2. When you are trying to transfer you are getting Service Unavailable error with refID.

In most cases this is Insufficient funds error. Currently the blockchain fee is calculated incorrectly, so you need manually reduce the amount you wish to transfer. This was promised to be fixed later today with new backend deploy.

If you are trying to transfer the sum much smaller than your account balance - please report to me (via PM), or ro supprot@e-coin.io with RefID.

Hi All,

Want to brief you a bit about current situation and potential issues you may experiencing. Some related to recent implementation of buy bitcoins option and changes made on the backend, some depend on the bank.

1. When you are doing a transfer two issues were noticed recently:
- you cannot select address from your address book. The solution: clear your browser cache. If it does not help - try another browser and report to me or to support@e-coin.io which browser it did not work in.
- your are getting Service Unavailable (with ferID). This is how Insufficient funds error looks like now - please try to send slightly smaller sum. If still not working - send an email to support@e-coin.io (with this refid).

2. Card load. We are currently out of USD - they should arrive later today.

3. Card load pending. Two scenarios:
- you loaded sum bigger than 2500USD and the delayed card load option has been applied - please do not worry, you will get you funds the next working day.
- you tried to load smaller sum, but your BTC balance has been deducted. Please contact support - in most cases this is just a matter of how the account balance shows up on your side, we can simply sync it manually (may take 24 hours to be resolved). Or - in very rare cases when bitcoins were actually gone - provide refund. Please do not wait for it to be completed automatically - it will not. I hope, we will be able to create some task, that will remove such transactions after 24 hours to avoid confusions.

4. Delivery delay. As I have mentioned in one of the posts above - there was change of stock (E-Coin cards have finished, while Wirex were not issued yet). Cards ordered between Feb 26 and March 8 are still on hold and were not yet sent.
They should be issued and shipped shortly - within few days, in new Wirex design. We will send tracking numbers for those who have expedited delivery then. Standard turnaround time remains regular (UK - around 1 week, European countries: around 2 weeks, all over the world: 2-8 weeks).

5. Deposit.
- You can see your deposit is pending, however it has enough confirmations in the blockchain - we easily fix that (as far as I know this was corrected already, however perhaps there are still some people waiting).
- If you are missing deposit in your ledger, however blockchain shows it fine, please email support blockchain hash of this transactions. Our system currently has issues with proceeding transactions with high number of recipients - it is under developers investigation and review, and should be fixed very soon.

6. Verification delays. Verification is delayed by the bank. If you feel your verification is taking longer than 2 weeks, please let support know. We will check your documents are alright, and contact the bank asking to verify you manually.
To ensure speedy process, please make sure you are sending proper documents:
- 2 different documents as your address and your ID proof. See the list here: https://help.e-coin.io/hc/en-us/articles/202397331-How-do-I-verify-my-E-coin-account-
- not older than 3 months;
- readable (not blurry, unfocused or of poor quality).

7. Wire transfer. Make sure you did not exceed allowed limits:
Unverified cards: 500USD/EUR and 400GBP per 1 load and per day. Mind your card's lifetime load limit.
Verified cards: 5000USD/EUR and 4000GBP per 1 load and per day.

If you have already sent amount bigger than that, please provide the following docs to support team:
- payment receipt (screenshot + copy-pasted payment details);
- if card unverified - documents for verification.
We will contact the bank and ask them to proceed the transfer manually. Please mind if you exceeded verified card load limits, the bank may send your transfer back. It depends on the rep who will take the ticket.

We are working hard on making all services work stable (the ones which depend on us), and ask for your awareness (especially regarding verification and wire transfers). I hope this helps.

Yes, sure. Please send a message to support@e-coin.io. We will ask you some verifying info (like last 4 digits of the card, your birthday, last transactions, photo of your ID - something like this) and then will change the address.

Yep, OmegaStarScream is right.

You can also check this blog post with steps: https://blog.e-coin.io/how-to-link-e-coin-card-with-paypal-c2b9d25e1aa#.qq4ul7gti

Ahha, you are welcome! I'm glad you like it.

We finally did it! 

Buy rate was always on the main site, however yeah, turns out it is not visible when you've already logged in.

I'll pass a feedback to the guys.

Here is an article with instructions: https://help.e-coin.io/hc/en-us/articles/202699192-How-do-I-load-my-debit-card-

You can buy bitcoins with PayPal right now. It is not straight and forward way, but anyway:
- link your virtual Visa card to your PayPal account;
- withdraw funds to your card;
- and buy bitcoins with the card.

We have 2 options to load the card apart from bitcoins: bank transfer, and some payment services we are partners with. + you can always use PayPal, Neteller, and similar services which we are not partners with, but they still allow to link our card to account and withdraw funds.

Мы запустили функцию покупки биткоинов, так что надеюсь, таких проблем больше не будет!

That is good. I hope everything will be fine with all your accounts.

And I will send you an email once I get some info from the bank regarding your card.

This is extremely weird. We usually sent an email with the number itself + the direct link to the DHL tracking site (e.g. http://www.dhl.com/en/express/tracking.shtml?AWB=1635875511&brand=DHL).

I checked the replies from the bank - and we did not get any fresh ones recently for you.
The ticket I opened regarding your DHL number still has no reply, so my guess your card was also not yet shipped due to being out of stock.

So, I doubt this was an email from us (and recommend you to change your Yahoo and E-Coin passwords just in case). Would you mind to send me this email in PM (if you can save it as MG attachment would be wonderful), and also send full Internet headers of this email (https://help.yahoo.com/kb/SLN3276.html)?

As for the confusing email with SHIPPED info, I have asked managers to change that for Wirex notifications. I do not like it either, because it actually means, your card is queued for the shipment (which might take up to 24 hours).