Xapo Wallet

[deanb]

Hi All,

For the past 4 months I had been using Xapo wallet for my Bitcoin, around 2 weeks ago I used some of my Bitcoin to purchase the debit card they offer.

Two days after I applied for the debit card my account got blocked, I have no access to my account and when I email support all they will say is they had to close my account and cant tell me why, they tell me to go in to my account and remove the Bitcoin but as my account is blocked I am unable to do this.

I have advised support many times and they just say withdraw your bitcoin and ignore the fact I am telling them I am unable to.

I am from the UK so there should have been no issue applying for the debit card, as far as I know it's not one of the retricted countries.

Has this happened to anyone else? Can anyone give advise on how to withdraw my Bitcoin.

[1715063082]

1715063082

[1715063082]

1715063082

[MinerHQ]

It looks your issue is unique because when first I applied for my card that time I didn't verify my account and they still send my card within 15 days. But now I can't use it because I'm not from EU countries.

Even though they don't issue your card for some reason but account shouldn't be blocked.

The best thing is you have to work with their customer support to resolve this issue.

[deanb]

Yeah it's very strange, I have been trying to speak with their support team but they give me no help at all other than withdraw your funds, which I can't.

[sunsilk]

Yeah it's very strange, I have been trying to speak with their support team but they give me no help at all other than withdraw your funds, which I can't.

Totally strange but if I can remember I have read it somewhere that there is also same-like problem that was posted here in forum and xapo did also blocked his account without any reason.

I can't remember who posted that but it is the same and in the end there is no resolution that was suggested and given by xapo management.

But it's not with debit card, the only hope is to wait the reply of the support for the last time.

[jhenfelipe]

Have you successfully completed your card order? If yes, I don't think that it would be the reason of your account being blocked. By any chance, did you have unsuccessful log in attempts in your account? Too many wrong attempts could lead to that result afaik.

It's a weird answer from the support if you already stated that you're not able to log in, but try to explain more about the issue since that's the only way to recover your account

[olushakes]

Hi All,

For the past 4 months I had been using Xapo wallet for my Bitcoin, around 2 weeks ago I used some of my Bitcoin to purchase the debit card they offer.

Two days after I applied for the debit card my account got blocked, I have no access to my account and when I email support all they will say is they had to close my account and cant tell me why, they tell me to go in to my account and remove the Bitcoin but as my account is blocked I am unable to do this.

I have advised support many times and they just say withdraw your bitcoin and ignore the fact I am telling them I am unable to.

I am from the UK so there should have been no issue applying for the debit card, as far as I know it's not one of the retricted countries.

Has this happened to anyone else? Can anyone give advise on how to withdraw my Bitcoin.

The way support works for most large sites like this is that they just give generic answers to everybody and not even bother to read in detail what the message is all about. Aside that, your response gets to different person for every message you send to them and that makes follow up difficult and this is one too many of the disadvantages of wallets that don't provide private keys if not, you you have taken your coin else where. The only option is to keep sending them message of reach them on social media so that one person can take interest in your case.

[mobnepal]

XAPO = Paypal and we all know paypal like services can block or freeze your account without your permission because they have a written statement in their long terms and condition page which every users have to agree before opening account with them.

You have to beg them to unblock your account and they keep silent for months and don't care how much money their users are losing in price volatility.

Avoid using centralized web wallets like xapo and coinbase. Store only in electrum, jaxx, exodus like SPV wallets.

[deanb]

Have you successfully completed your card order? If yes, I don't think that it would be the reason of your account being blocked. By any chance, did you have unsuccessful log in attempts in your account? Too many wrong attempts could lead to that result afaik.

It's a weird answer from the support if you already stated that you're not able to log in, but try to explain more about the issue since that's the only way to recover your account

No I did not get the debit card, I use my finger for access to the app and to my knowledge have never got it wrong.

[deanb]

[/quote]

The way support works for most large sites like this is that they just give generic answers to everybody and not even bother to read in detail what the message is all about. Aside that, your response gets to different person for every message you send to them and that makes follow up difficult and this is one too many of the disadvantages of wallets that don't provide private keys if not, you you have taken your coin else where. The only option is to keep sending them message of reach them on social media so that one person can take interest in your case.
[/quote]

Yeah been trying this too, so far no luck. Facebook help is a computer and just sends you to its website where it thinks you need to be for help.

[deanb]

XAPO = Paypal and we all know paypal like services can block or freeze your account without your permission because they have a written statement in their long terms and condition page which every users have to agree before opening account with them.

You have to beg them to unblock your account and they keep silent for months and don't care how much money their users are losing in price volatility.

Avoid using centralized web wallets like xapo and coinbase. Store only in electrum, jaxx, exodus like SPV wallets.

I just want the funds out now, no way do I want to put anything else in it after this. Just need them to open it up for a while so I can withdraw and then I will never go near it again.

[jhenfelipe]

Have you successfully completed your card order? If yes, I don't think that it would be the reason of your account being blocked. By any chance, did you have unsuccessful log in attempts in your account? Too many wrong attempts could lead to that result afaik.

It's a weird answer from the support if you already stated that you're not able to log in, but try to explain more about the issue since that's the only way to recover your account

No I did not get the debit card, I use my finger for access to the app and to my knowledge have never got it wrong.

When you try logging in, what was the exact prompt given? Check their terms here if you have violated any of their rules, then try contacting the support again and give all the necessary information, including screenshots if you have any.

[FLoving]

According to my knowledge when xapo block someone account then they ask for another bitcoin address from another wallet and after you give them your bitcoin address from another wallet then they send that money which you have in your xapo account.

[deanb]

Have you successfully completed your card order? If yes, I don't think that it would be the reason of your account being blocked. By any chance, did you have unsuccessful log in attempts in your account? Too many wrong attempts could lead to that result afaik.

It's a weird answer from the support if you already stated that you're not able to log in, but try to explain more about the issue since that's the only way to recover your account

No I did not get the debit card, I use my finger for access to the app and to my knowledge have never got it wrong.

When you try logging in, what was the exact prompt given? Check their terms here if you have violated any of their rules, then try contacting the support again and give all the necessary information, including screenshots if you have any.

Xapo Account Closure

Based on your information, we cannot provide our services to you.
Your Xapo account is blocked.
If you have more than 0.000055 BTC in your Xapo account, then please contact us with the subject "Xapo Account Closure"

I will try speaking to support again.

[deanb]

According to my knowledge when xapo block someone account then they ask for another bitcoin address from another wallet and after you give them your bitcoin address from another wallet then they send that money which you have in your xapo account.

That's how it should be done but they are not playing ball with me for some reason.

[xIIImaL]

According to my knowledge when xapo block someone account then they ask for another bitcoin address from another wallet and after you give them your bitcoin address from another wallet then they send that money which you have in your xapo account.

No every wallet provider will have a access to their client's wallet but they will ask you for the private key check the wallet and what is the issue to have your bitcoin wallet has been blocked or hacked.
We have to check with the support but the OP states that he is not getting assistance from them. I am sure that what contact information they have used to check with them. I hope the below link would be helpful for him.
https://tpi.xapo.com/contact-us/?lang=en

[deanb]

According to my knowledge when xapo block someone account then they ask for another bitcoin address from another wallet and after you give them your bitcoin address from another wallet then they send that money which you have in your xapo account.

No every wallet provider will have a access to their client's wallet but they will ask you for the private key check the wallet and what is the issue to have your bitcoin wallet has been blocked or hacked.
We have to check with the support but the OP states that he is not getting assistance from them. I am sure that what contact information they have used to check with them. I hope the below link would be helpful for him.
https://tpi.xapo.com/contact-us/?lang=en

Thanks for the link, same one as I have been using but they are just not replying anymore. Had around 5 mails not replied to now and no idea what to do next.

[Potato Chips]

Thanks for the link, same one as I have been using but they are just not replying anymore. Had around 5 mails not replied to now and no idea what to do next.

Try to follow it up on their social media sites particularly on facebook as they have been tagged as "Very responsive to messages" and "Typically replies instantly" although I don't know if their replies can actually be helpful as you might only get automatic replies.

Facebook: https://www.facebook.com/xapoapp
Twitter: https://twitter.com/xapo

*Try to ask nicely and make it concise, avoid making it into a long essay and as much as possible include some proofs e.g. screenshots etc.

No every wallet provider will have a access to their client's wallet

In xapo's case, they have an access afaik but the users are not allowed to access it so if they deemed that you've violated their whatever TOS, they can block your account and  you who doesn't have your private keys can only beg xapo.  

but they will ask you for the private key check the wallet and what is the issue to have your bitcoin wallet has been blocked or hacked.

Oh hey that's pretty shady imo. Staffs shouldn't have any access to your wallet. If someone claiming to be a staff of any wallet says the exact same thing, It meant "give your private keys to us and we will check if you really have funds so we can transfer it to our wallet"