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[AtraxPool]

my issue is being resolved.

[NeuroticFish]

Thanks for the reply - that would definitely explain why my transaction wouldn't go through. However this wirex page quite clearly says its $2000 lifetime load limit from BTC with a max transaction value of $800 for ePOS on unverified accounts.

Given the experience so far it wouldn't surprise me if these advertised limits are incorrect. Wirex seem neither thorough nor attentive, a very poor combination when dealing in finance.

I think I've seen a page with the new limits, but I can't find that one now.
However, this may be of help too: https://wirexapp.com/important-note-unverified-card-limits/
It's the note that tells that the unverified accounts get heavily limited - 250 USD/GBP/EUR total (lifetime) card balance.

I sent them scans of my ID and my utility bill.

If this helps, I used my bank's credit card "bill" (I don't know a better word) along with driver's license and they got both accepted in the specified time, from the first attempt.
The idea was that I expected that banks go easier / accept easier bank papers and it was a good guess.

[AtraxPool]

Thanks for the reply - that would definitely explain why my transaction wouldn't go through. However this wirex page quite clearly says its $2000 lifetime load limit from BTC with a max transaction value of $800 for ePOS on unverified accounts.

Given the experience so far it wouldn't surprise me if these advertised limits are incorrect. Wirex seem neither thorough nor attentive, a very poor combination when dealing in finance.

I think I've seen a page with the new limits, but I can't find that one now.
However, this may be of help too: https://wirexapp.com/important-note-unverified-card-limits/
It's the note that tells that the unverified accounts get heavily limited - 250 USD/GBP/EUR total (lifetime) card balance.

I sent them scans of my ID and my utility bill.

If this helps, I used my bank's credit card "bill" (I don't know a better word) along with driver's license and they got both accepted in the specified time, from the first attempt.
The idea was that I expected that banks go easier / accept easier bank papers and it was a good guess.

I gave up on banks a long time ago Wirex will be my new bank (hopefully). I only have electricity bill's and utility bills to sent and I sent them a copy of my passport which should be good enough.  I just feel the reply saying we do not accept po boxes when my address is quite clearly on the letter then asking me to submit again which I did to be told there not acceptable but no reason as to why?

Also waiting days for replys from them regarding the issue really frustrating.

[Pils]

I think I've seen a page with the new limits, but I can't find that one now.
However, this may be of help too: https://wirexapp.com/important-note-unverified-card-limits/
It's the note that tells that the unverified accounts get heavily limited - 250 USD/GBP/EUR total (lifetime) card balance.

Thanks for that, that would seem to fit with my experience. It seems utterly ridiculous though that 3 months after the limits were changed (not just changed, massively nerfed) that the site hasn't been updated and still advises the old high limits are in effect. All FAQs at Wirex link to the page I posted above with the $2000 limits. There's no mention of any $250 combined simultaneous balance limit that I can find other than that blog post.


If the $250 balance limit is still in force then this amounts to bait and switch, so in my mind is a scam based on the poor exchange rate. They've baited me into depositing my money, then skimmed a portion off when doing a currency exchange. Free money - they made £30 on my currency exchange (7.5% below market rate). The fact that I can withdraw my BTC at a loss is irrelevant, the exchange rate skim is the scam. Once my BTC deposits are fixed I think I'm through with Wirex as I certainly don't trust them enough to send them my drivers licence and bank statement. Will try Cryptopay next I think.

[AtraxPool]

Could be busy lot of updates going on there at the moment i see.

[Pils]

So, my first stuck deposit is now solved after being escalated "to the relevant team".


My second stuck deposit now says successful, but has not been posted to my BTC balance. Sneaky skim attempt number 2? I probably wouldn't have noticed with that small an amount normally. Probably a bit cynical to suggest that, but the sky is blue, the grass is green and if you keep hold of something hot you get burned. Intentional or not, I bet many people would not notice a small missing deposit. Sounds like a cheeky little earner, even if it is a genuine fault.


I've also just checked the automated response I got when opening my ticket about the card not working and found they have set all PayPal category tickets to be auto closed. I got this email instantly upon opening the ticket, so thought it was just the standard acknowledgment. I never considered for a second it was a notification my newly created ticket had been instantly closed. I've asked them to re-open my ticket and actually read it, lets see how that goes. Email is below, I'm fine with it right up until it says "Your current ticket status: Solved." If that's being done I would want it obviously stated in the subject field so it doesn't get missed, not slapped on the end of the automated message.

Anyway, it appears my issues are slowly seeing some progress, though I am still not gaining much confidence in Wirex.




Automated Notification PayPal | Payment declined

Wirex <support@wirexapp.com>
11 Sep (2 days ago)

to me
##- Please type your reply above this line -##
Hello Matt,
Thank you for your email.

Due to the high load of tickets, we decided to send an automated reply with frequently asked questions about PayPal. Please read this article carefully and reply back if your issue is not covered or your question is not replied:
https://help.wirexapp.com/hc/articles/115000599249

Your current ticket status: Solved.

Best Regards,
Wirex Support team

[SERVERIA]

Day 6 since my transaction to the Wirex BTC wallet went missing:

1. The funds are still missing. I'm not aware of where they are atm.
2. I have no information on what happened and why. What should be done to avoid such issues in future?
3. My Wirex account is unusable as I'm not sure my next transactions won't disappear too.

So basically no progress at all. I was contacted yesterday by a 1st level support agent who was trying to persuade me that I sent my BTC to a wrong wallet.  After I provided the screenshots, proving the address is correct he promised to open an internal request with the dev team. Unfortunately, noone has contacted me until now. Still waiting, fingers crossed.

[SERVERIA]

Could be busy lot of updates going on there at the moment i see.

Haha this is laughable. Sounds like: "I called my bank trying to withdraw my money but they said they were busy renovating their office." What a BS this is.

[Wirex-E-Coin]

Day 6 since my transaction to the Wirex BTC wallet went missing:

Hello.
Please be more patient. I understand your concern that many days have already passed without solving your issue and agree with you that it is not good, but your issue is unusual. We are working to solve the bug completely, that is why it will take some additional time. As I know the ETA is today or tomorrow.
I apologize for any inconvenience it causes, and appreciate your understanding.

[Wirex-E-Coin]

Anyway, it appears my issues are slowly seeing some progress, though I am still not gaining much confidence in Wirex.

Hello.

Let me clarify some moments from your posts:

1. You can check our limits here: https://help.wirexapp.com/hc/en-us/articles/207870815-Wirex-card-limits
They should be correct.

2. The list of the supported documents for address proof can be checked here: https://help.wirexapp.com/hc/en-us/articles/207161719-How-and-why-to-verify-Wirex-account-
We are also working to decrease the time of verification to 1-3 days and now the verification process should be much faster than before (it was 5-7 working days before).
If there is any issue with the documents we send the message with an explanation.

3. As I understand your current issues were solved by our support team, but please send me the private message if any issue still persists and I will help.

[Pils]

Hello.

Let me clarify some moments from your posts:

1. You can check our limits here: https://help.wirexapp.com/hc/en-us/articles/207870815-Wirex-card-limits
They should be correct.

2. The list of the supported documents for address proof can be checked here: https://help.wirexapp.com/hc/en-us/articles/207161719-How-and-why-to-verify-Wirex-account-
We are also working to decrease the time of verification to 1-3 days and now the verification process should be much faster than before (it was 5-7 working days before).
If there is any issue with the documents we send the message with an explanation.

3. As I understand your current issues were solved by our support team, but please send me the private message if any issue still persists and I will help.

Hi Michael,

Thanks for your reply.

In regards to point 1, does this mean that the Wirex blog post highlighted by Neurotic Fish here: https://wirexapp.com/important-note-unverified-card-limits/ is no longer enforced? There is no mention of anything in that blog post on the limits page, nor is it referenced from within the FAQs. This really needs answering, as if this is not the case I have some other problem with my newly acquired card preventing spending.

Point 2 is not relevant to me at this time, I will not send any documents until I have confidence in the Wirex service.

Point 3 - my issues are not solved, please see below:


1) My first pending deposit of 0.007617 has been cleared and added to my balance. This was logged under ticket 211719 and is resolved.

2) The other pending deposit of 0.001 under ticket id 212906 has been marked as successful on my Wirex events page, but has NOT been added to my BTC wallet. My total BTC wallet balance is 0.007617 and it should now be 0.008617. Simple maths. I have replied to this ticket stating that but received no update on the progress of this ticket since it was first assigned to an agent yesterday.

3) My issue being unable to use the card on ebay is NOT resolved (id 211719). It was closed automatically without being looked at. This has royally pissed me off. I have received a notification this morning that this ticket has now been assigned after I replied to the automated email yesterday saying it was not solved. This has cost me 2 days sat here expecting my issue to be looked at, when in reality it never even hit a monitored inbox in the first place.


So yeah, 1 out of 3 so far. I am most interested in hearing about the cumulative balance limits from the blog post. If those are still enforced (and not even advertised in the limits section) I will be withdrawing my BTC once my final 0.001btc is credited to my wallet. Until that's answered there's not really any point in looking into my issue with using the card. That ship may have sailed already.

[AtraxPool]

To be fair they have just undegone large upgrades there, first there was update for the new bitcoin address. Which would take some time.. And also improvements as they have stated above.  I have a lot of faith in wirex and there platfom to me its the best and most advanced platfom offering this type of service and there app is fantastic, great design and simple to use.

I also welcome the 1-3 days for verification that really would be a game changer.

I also noticed that they will be having contacless payment cards soon. Which in the bitcoin world is a world first if I am not mistaken.

There support are good but they do take some time to get back to you sometimes and sometimes don't fully understand the questions being asked I also noticed that if you submit a ticket via the app 9 times out of 10 you will get first reply from one agent then the 2nd reply will be from someone else which I did find frustrating speaking to more than one person during A support ticket.

Keep up the good work wirex, I think this platfom will become the number 1 go to place for virtual and plastic cards.

PS they also accept altcoins! which I don't think gets advertised enough in the market place. and really is something that could be very usefull for those altcoin traders.

[SERVERIA]

Hello.
Please be more patient. I understand your concern that many days have already passed without solving your issue and agree with you that it is not good, but your issue is unusual. We are working to solve the bug completely, that is why it will take some additional time. As I know the ETA is today or tomorrow.
I apologize for any inconvenience it causes, and appreciate your understanding.

Ok, thanks. Frankly speaking I just don't understand if you confirm you have received the transaction, why you can't just fund my account with the amount transferred and then take your time and fix your bugs for weeks, months etc...

Good thing I spotted today is that Wirex did send a notification concerning the upcoming maintenance yesterday. I was like wow I can't believe they're doing it finally...  

[Wirex-E-Coin]

In regards to point 1, does this mean that the Wirex blog post highlighted by Neurotic Fish here: https://wirexapp.com/important-note-unverified-card-limits/ is no longer enforced? There is no mention of anything in that blog post on the limits page, nor is it referenced from within the FAQs. This really needs answering, as if this is not the case I have some other problem with my newly acquired card preventing spending.

Yes, it was an old article and we will remove it soon. If you have any additional issues please create a ticket and send me in the private message ticket ID.

2) The other pending deposit of 0.001 under ticket id 212906 has been marked as successful on my Wirex events page, but has NOT been added to my BTC wallet. My total BTC wallet balance is 0.007617 and it should now be 0.008617. Simple maths. I have replied to this ticket stating that but received no update on the progress of this ticket since it was first assigned to an agent yesterday.

Thank you for the ticket ID, your ticket in work now, please wait for the resolution.

3) My issue being unable to use the card on ebay is NOT resolved (id 211719). It was closed automatically without being looked at. This has royally pissed me off. I have received a notification this morning that this ticket has now been assigned after I replied to the automated email yesterday saying it was not solved. This has cost me 2 days sat here expecting my issue to be looked at, when in reality it never even hit a monitored inbox in the first place.

Your ticket was auto-closed as you chose one of the suggested automatic answers and was reopened after your next message.
For now, your ticket is closed with the answer of our support agent. If your issue wasn't solved you need just to answer on this message and ask for additional help.
As I can see the agent provide the correct article with the reason why your card payment can get declined: https://help.wirexapp.com/hc/en-us/articles/115001351885-5-reasons-Why-your-Wirex-card-can-get-declined
Please check the article and answer to the support agent.
The most usual issue is your card billing address not match the billing address in your merchant. And also the agent is right that verification is recommended as sometimes our bank can block some suspicious transactions for unverified cards. Your transaction is Paypal payment with unverified card that can be suspicious for our bank.
In other words, verification and matching the billing address solves 99% issues with online payments. The more detailed reason of rejection you can receive by asking the merchant.

[Wirex-E-Coin]

To be fair they have just undegone large upgrades there, first there was update for the new bitcoin address. Which would take some time..

Thank you AtraxPool for your feedback and understanding.
You are right that after the last large release when we changed all our bitcoin address system there can be some issues (like some delays with deposits that were stuck during the address change), but very soon such issues will be completely solved and will not appear again.

[Wirex-E-Coin]

Frankly speaking I just don't understand if you confirm you have received the transaction, why you can't just fund my account with the amount transferred and then take your time and fix your bugs for weeks, months etc...

I'll try to explain.
Your deposit was received but wasn't recognized by our system automatically. It is a single unique issue and our developers need to fix it.
The reason why we can't just fund your account manually is your funds can be deposited automatically after that (your original deposit can be completed with the delay) and it will be doubled. So our fix will make the system pass your deposit to your account successfully and make this bug not happen again in the future.

[SERVERIA]

Hi, so tomorrow has come. A week later the funds still haven't been loaded. Any news? Any new ETA?

[Wirex-E-Coin]

Hi, so tomorrow has come. A week later the funds still haven't been loaded. Any news? Any new ETA?

It was ETA from our developers but I don't know when the issue will be solved.
We don't ignore you and your ticket in work and when the issue will be fixed I let you know in your ticket. There is no need to create a new post every day - it will not speed up the process.

[AtraxPool]

My issue was resolved my account is now verified and managed to move my money with no effort at all.

Thanks for the support.

[polancoroberto]

Hello, I'm having this same issue with depostis to $US virtual card from paypal.
I received the money and it shows on card history, but not on card balance. So im forced to get in contact with support center.
I have cleared cache, tried different browsers, mobile app..

now i have $495 stuck

Any way around this bug?

Every time you have fixed in less than 48 hours... but is not the idea right.

Thanks