I am facing some issue with Xapo wallet while withdrawing funds

[eaLiTy]

I am using Xapo to hold my funds temporarily and today i am unable to withdraw my funds, i can log into my account but i am unable to withdraw my funds and when i try to reach the support using the app i am unable to do so showing error in sending message and i am not sure what is the issue here, is there any other way to contact the support and anyone facing the same issue.

Update: I got their mail ID searching my old e mails which i used to communicate earlier and now i am getting their response and they are checking my account.
For anyone here facing similar issues here is the mail ID to contact them : support@xapo.com

The rest of the support is not reachable when i tried and they are giving prompt response till now through Mail and lets see how much time will they take to rectify my issue.

Update 2: The website is still having issues but i was able to withdraw with the app.

Somethings are messed up, they asked to verify from the site and when i tried to verify again it was not accepted and when talking with the customer support they too did not have any idea about the issues.

Update 3: November end 2019
They have revamped the entire site after pestering with all the bugs reports they are having and now they sorted everything out and working fine  .

[harizen]

I am using Xapo to hold my funds temporarily and today i am unable to withdraw my funds, i can log into my account but i am unable to withdraw my funds and when i try to reach the support using the app i am unable to do so showing error in sending message and i am not sure what is the issue here, is there any other way to contact the support and anyone facing the same issue.

What's the prompt or error notice while trying to withdraw your funds?

Yes, XAPO customer support can reach via app and it's way more convenient there. It's weird if you can't send a message. Or maybe after you log in, your internet connection became slow and so..

Anyways, here's the other way: https://contact.xapo.com/views/users/guest/form

[eaLiTy]

What's the prompt or error notice while trying to withdraw your funds?

Not showing the withdrawal menu button. Usually the withdraw button will be highlighted if you have balance and in mine it is not highlighted and not able to move the coins too but with the app i am able to move the coins but when i go for withdrawal the app is hanging and shutting down automatically.

Yes, XAPO customer support can reach via app and it's way more convenient there. It's weird if you can't send a message. Or maybe after you log in, your internet connection became slow and so..
Anyways, here's the other way: https://contact.xapo.com/views/users/guest/form

When i try to reach the support and send the message here is another error message i am getting. I am not sure what is going on.

[Potato Chips]

Try with just https://contact.xapo.com/ and better reach out through their SNS too.

Isn't KYC mandatory in xapo? I'm assuming your acc is already verified or is it not? Just a guess but it could be the classic "we detected a suspicious activity" or something along those lines and you'll be asked for personal documents again. It's weird that there's no notice or something tho, just grayed out.

[harizen]

Yes, the withdrawal button should be highlighted. And aside from that, just wondering why you can't even send a ticket in-app. Do you used VPN or something? Try to connect directly at your ISP or switch connection on your known trusted network e.g neighborhood wifi, mobile data, etc.

I hope it's just a technical error during that time. Give it a few hours and try later on.

Anyways rather than we are just speculating here, already sent a message on the guest form? Update us here.

[jhenfelipe]

Anyways rather than we are just speculating here, already sent a message on the guest form? Update us here.

The image eaLiTy has provided about the error was from that form link you provided (https://contact.xapo.com/views/users/guest/form). I just checked and got the same error message. The thing is you gave the direct link to the form.


@eaLiTy you should go to https://contact.xapo.com/ > click "I'm a Xapo user and need assistance" > Log in your account and you will then be able to fill out the form

[harizen]

The image eaLiTy has provided about the error was from that form link you provided (https://contact.xapo.com/views/users/guest/form). I just checked and got the same error message. The thing is you gave the direct link to the form.


@eaLiTy you should go to https://contact.xapo.com/ > click "I'm a Xapo user and need assistance" > Log in your account and you will then be able to fill out the form

Yeah thanks, it looks like the direct link not work.

However, OP said that he's unable to reach the support even while logged on so he asked if there's another way around.

Should be here: https://contact.xapo.com/views/users/ and use other options there to access the form without logging in.

[eaLiTy]

Try with just https://contact.xapo.com/ and better reach out through their SNS too.

Isn't KYC mandatory in xapo? I'm assuming your acc is already verified or is it not? Just a guess but it could be the classic "we detected a suspicious activity" or something along those lines and you'll be asked for personal documents again. It's weird that there's no notice or something tho, just grayed out.

I already verified my account a long back to avoid these sort of issues in the future but after trying to move my coins for a long time i found the screen once again to verify my account.



Still if i go to my account menu it shows that my account is verified, blacked out my official name for privacy.

However, OP said that he's unable to reach the support even while logged on so he asked if there's another way around.

Should be here: https://contact.xapo.com/views/users/ and use other options there to access the form without logging in.

I am still not able to contact the support even with logged in and even with the link provided they will ask the log in detail but after clicking submit i am getting the same error message.

@eaLiTy you should go to https://contact.xapo.com/ > click "I'm a Xapo user and need assistance" > Log in your account and you will then be able to fill out the form

I have tried that with the browser and i got the same error when i tried in the app they asked to log in again and ask to enter the 2fa password which is in the app menu itself and i am not able to get to the support using app too.

[joniboini]

Either a cookie issue on your browser or their database messed up. Only support can help you further if it's about verification. Try to get their attention via social media like Reddit.

[BChydro]

I already verified my account a long back to avoid these sort of issues in the future but after trying to move my coins for a long time i found the screen once again to verify my account.

You verified your account and still they are asking you to verify once again  . I do not think they have a live support to assist you, i have not seen this complaint elsewhere about any service asking you to verify the account once again, not sure whether they have updated their policy and wanted to go through every verified profiles once again.

Xapo is having these issues for a long time and their support system sucks and this is the first case i am seeing Xapo blocking a verified account.

[eaLiTy]

Either a cookie issue on your browser or their database messed up. Only support can help you further if it's about verification. Try to get their attention via social media like Reddit.

I was checking all my old E mail communication with Xapo and found their mail ID finally and got a response from them. Looks like they are messed up, it has nothing to do with my browser, the app also hangs when i give the withdrawal.



blacked out my name for privacy.

Xapo is having these issues for a long time and their support system sucks and this is the first case i am seeing Xapo blocking a verified account.

I had an issue long back regarding account verification and they rectified my issue and all the communication was through mail and now i am getting their response.

[joniboini]

Nice to see they're responding to your issue at least, though it's still unclear whether they'll be able to help you or not.

It's somewhat weird if they really have a messy database and only affect you, as I don't see other users face a similar problem, at least here.

[Potato Chips]

Update 2: The website is still having issues but i was able to withdraw with the app.

Somethings are messed up, they asked to verify from the site and when i tried to verify again it was not accepted and when talking with the customer support they too did not have any idea about the issues.

Wait. Did I get this right? So you were able to withdraw just fine without passing the verification? then why did they ask you to do it again? or you just did it through the app?

I already verified my account a long back to avoid these sort of issues in the future

Well sadly, since xapo is regulated and monitors the transactions there's still a possibility of them asking for additional documents or just resubmitting what you already did.

this soft one is similar to what coinbase has

In addition, whenever we have a concern about a transaction, we may ask you to upload a current photo of yourself to verify your identity and help us confirm it was the owner of the Xapo account who made the transaction. We then compare this photo with the photo and ID you provided during the sign-up process.

I wouldn't recommend using xapo furthermore, it's just a big hassle and privacy intruding. Go with something in which you are fully in control.

[joniboini]

Update 2: The website is still having issues but i was able to withdraw with the app.
Somethings are messed up, they asked to verify from the site and when i tried to verify again it was not accepted and when talking with the customer support they too did not have any idea about the issues.

Wait. Did I get this right? So you were able to withdraw just fine without passing the verification? then why did they ask you to do it again? or you just did it through the app?

It's an update after he found the old xapo e-mail and stuff. He can't do it when he opens this thread.

Anyway, for precaution, xapo users should keep the e-mail that contains sensitive data like what OP did.

[eaLiTy]

Wait. Did I get this right? So you were able to withdraw just fine without passing the verification? then why did they ask you to do it again? or you just did it through the app?

I already verified my account years back and a system bug asked me to verify my account again as the entire site was affected, now it is fine and working as they sorted out everything as i was bombarding them with their bugs and now they changed the interface and much of the bugs are fixed now.

Well sadly, since xapo is regulated and monitors the transactions there's still a possibility of them asking for additional documents or just resubmitting what you already did.

I thought about resubmitting again but then when i tried to verify my documents again their system started to hang on me.

I wouldn't recommend using xapo furthermore, it's just a big hassle and privacy intruding. Go with something in which you are fully in control.

Sure majority of the companies are intruding privacy, i will never hold my funds in a third person account for a long period of time, unless there is a need for it in the short term before sending it to my personal wallet.

It's an update after he found the old xapo e-mail and stuff. He can't do it when he opens this thread.

Exactly i could not find any customer support  number or mail ID to contact them and then i was able to recollect that i have indeed had a conversation with them back in 2016.

Anyway, for precaution, xapo users should keep the e-mail that contains sensitive data like what OP did.

If you are planning to keep sensitivities data, make sure those are encrypted or password protected and all i did was to search all their follow up mails and figuring out which Mail ID Xapo was using when they contacted me in the past.