Hi!


We expect to reissue the card free of charge or with a huge discount for existing card holders from temporary unsupported countries. It has not been confirmed yet, though - as soon as I know more, I'll let you know
It would be clear once we settle all details with the new card issuer.



As I told in one of my previous messages we are working on it. It was announced only about new contactless cards and there are not all changes that will be soon.

Ни в коем случае!

Рекомендую прочитать промежуточный анонс новой программы карт с технологией безконтактной оплаты, которые будут доступны, в том числе, для временно неподдерживаемых в данный момент стран:

https://wirexapp.com/introducing-new-contactless-wirex-payment-cards/

Больше подробностей будет появляться в ближайшее время.

Dear Friends,

I understand your concerns about the big blockchain fee, but it is the current global situation with the blockchain system, not our service.
Some period time ago the situation with the fee has changed and at the moment, the 'mempool' (queue of unconfirmed transactions) is very big; in simple terms, there's a huge demand for transactions and people are pushing higher and higher fees in order for their transactions to get confirmed as soon as possible.
Also, take into account that if you have many inputs (you have made many deposits to the same address), the fee will be considerably higher.

It was discussed on Reddit:
https://www.reddit.com/r/Bitcoin/comments/6vx61u/btc_fees_wtf/

Some additional suggestions what to do are available in this article: https://help.wirexapp.com/hc/articles/115000219854

We are working on changes that can help, but right now please open these links above.
Hope it helps to better understand the issue.

If you have any "pending" tickets without any answer for a long time from our support team, please send me the private message with your ticket ID and I will try to help you.

Have a nice day!

Добрый день.
Конечно. Возврат будет зачислен на карту через 14-15 дней с момента совершения возврата продавцом. Также у нас есть возможность инициировать чарджбек в спорных ситуациях с продавцом.

Yes, correct. Every card load/buy bitcoins transaction has its own hash and appears in the bitcoin blockchain. That is why blockchain fee applies.


We are working on it and big changes coming soon. Unfortunately, I can't provide you more details right now. Stay tuned!

Hi!
Thank you for your message, but I can't agree with you.
First of all, this additional fee to the market rate is a bank market rate, not our and they provide this market rate to us. As we don't have any fee for that except market rate we stated that there is no fee, all is clear.
Also, this is a standard in the industry and all other services have the same rate, nothing new here.

Hi.

No, you are not right. Every transaction in our service is a blockchain transaction, even card load or transfer from one Wirex account to another.
And once again I can tell everyone that it is not our fee, it is 100% blockchain fee that we can't regulate.

At the moment, the 'mempool' (queue of unconfirmed transactions) is very big; in simple terms, there's a huge demand for transactions and people are pushing higher and higher fees in order for their transactions to get confirmed as soon as possible.
Also, take into account that if you have many inputs (you have made many deposits to the same address), the fee will be considerably higher.
It is also discussed on Reddit:
https://www.reddit.com/r/Bitcoin/comments/6vx61u/btc_fees_wtf/

It wasn't written by us, but I recommend for everyone to check this very useful discussion before posting new messages about the big blockchain fee in our service.

Hello.

As I can see you contacted us only yesterday and even 24 hours haven't passed since your first ticket.
Please be more patient and wait for the answer from our support team.

Hello.

If all is fine and there are no any restrictions on the bank's side the virtual card should be issued almost immediately.
Please address your issue to support@wirexapp.com from your e-mail registered with Wirex. Our support team will tell you the exact reason.
If you have already contacted support, please send me your ticket ID in the private message.

Вчера наш банк партнер внёс изменения в список поддерживаемых стран и мы еще не успели выпустить полноценный анонс этой новости.
Список поддерживаемых стран в данный момент вы можете увидеть по этой ссылке: https://help.wirexapp.com/hc/en-us/articles/207161779-The-list-of-supported-countries-for-Wirex-debit-card-issuance-and-delivery

Прошу обратить особое внимание:
1) Это не затрагивает уже существующих клиентов, у которых уже есть выпущенные карты. Ими можно продолжать пользоваться без ограничений.
2) Это только временное ограничение. Мы сейчас активно ищем решение этой проблемы. Вероятно решение займёт 2 месяца пока мы вновь не расширим список поддерживаемых стран.

Приносим извинения за доставленные неудобства.

Вся наша команда разработчиков сейчас очень активно работает над новым функционалом и обещают его сдать в работу как можно быстрее. Но на данный момент, у меня нет информации по срокам, которые я могу привести. Надеюсь, что не произойдет никаких задержек и это будет скоро воплощено в жизнь.



По факту ничего не изменилось, просто мы привели всё в правильный вид, чтобы избежать неправильных оценок нашего сервиса.

Мы заявляем, что Wirex не имеет комиссию за конвертацию валюты, что является правдой.

Мы получаем оптовый курс от нашего провайдера MyChoice и транслируем его напрямую нашим клиентам без вмешательств с нашей стороны.

Банк имеет свою внутреннюю наценку на базовый Visa курс, но т.к. она включена в окончательный курс при переводе валюты покупки в валюту карты, который мы получаем от них, мы решили не отображать это ещё дополнительно отдельно, чтобы избежать недопонимания.

This screenshot wasn't made from Wirex account and we can't advise you about other services. Please check the ledger in your Wirex account.

But I'll try to explain with more details:

We state that WIREX has no such fee, which is true.

We are getting the wholesale rate from our provider - MyChoice and don't add any our fee.

They do have the Foreign transaction fee - as everyone knows - but as long as it is included in the final rate  (source currency > card currency) we get from them, we do not show it separately.

Hello.

Any account related issues must be addressed to support@wirexapp.com from your e-mail registered with Wirex. This is for identification and security reasons.
Without checking your account very hard to provide the full answer.

Please note, that we don't regulate blockchain fee and show it in your account the same as we received it from our provider BitGo. The fee is not constant and the fee depends on many factors. For example, if you have many small deposits/transfers the fee will be highly increased for your wallet.

Please also check this article:  https://help.wirexapp.com/hc/articles/115000219854
There are some suggestions about the high blockchain fee and possible actions. Hope it helps.

Yes, please check our new fees: https://help.wirexapp.com/hc/en-us/articles/207870335-Wirex-card-fees

Приветствую!
Действительно новый сайт может вызывать ряд вопросов, на которые я пока временно не могу дать полноценные ответы, потому что там оказались заранее указаны некоторые еще неанонсированные нововведения, которые появятся в самое ближайшее время.
Попробую немного прояснить.


Бесплатный обмен - значит, что мы производим обмен без комиссии по нашему курсу.
От дополнительной блокчейн комиссии мы собираемся скоро отказаться.

Переводы между картами будут анонсированы и реализованы в скором будущем.

Это международные переводы в биткоинах.
Также будет анонсировано и реализовано в скором будущем: бесплатно без комиссии между аккаунтами Wirex и с блокчейн комиссией между внешними адресами.

Теперь Wirex не берёт никакую комиссию за конвертацию в случаях, если валюта покупки не соответсвует валюте карты. Конвертация производится по оптовому курсу, получаемому из нашего банка.


ответ можно прочитать в объяснении пункта 1: От дополнительной блокчейн комиссии мы собираемся скоро отказаться если транзакция будет производится внутри Wirex сервиса.

Надеюсь, что смог ответить на ваши вопросы.

Hi Operator55,
Thank you for your question.

You are right. We don't have any fee for the foreign currency transactions and such transactions are made with a wholesale rate which is provided by our bank.

Hence Wirex FX Fee is 0%

Thanks 

Our top priority is the satisfaction of our customers and I'll try to do my best to help with any issue.

Hello.

They can't block us as bank transfers were sent directly to them (card issuing bank), not to our service (Wirex).

Please be informed that your issue was solved and your funds were loaded to the card. Please check your card balance and don't send bank transfers again until this method of the card load will be available again for all clients.

Please let me know if there is anything else I can assist you with.

Hello.
Please advise what is the reason of your post if you received all details in your ticket?
Please be informed that our bank-partner has, unfortunately, temporarily canceled the possibility to load cards with bank transfer in the end of July. This option was disabled in your account BEFORE you made the payment using the bank transfer.

Anyway, your ticket in work. We are waiting for the resolution from our bank partner and we can't speed up the process.
I checked the details of your issue and can see that bank didn't receive a transfer from you and currently they are trying to find it with their partners. That is the reason for the delay. But funds NEVER were missed and in 100% cases they were found and sent back to the clients, even with the delay.

Hello.

Unfortunately, we can't provide any details at the moment.
We are waiting for the confirmation from our provider and let you know after the response.