I lost access to my old Xapo account [case closed]

[dihari]

As an amateur on cryptoverse in 2016 I use Xapo to collect btc that I earned form multiple microtask such as faucets, surveys, etc. In that time we can earn some big amount of satoshi easily, of course it's still cheap.
I almost forget my account on Xapo for years until this bitcoin price mooning. I suddenly remember I have an account there and hoping my fund still there.
But when I tried to login it's now using a phone number and guess what, it said my email is not associated with any Xapo account. It's impossible, I still have verication email and bunch of of their email subscription.
If you see on their rating on google play, so many people are experiencing something similar.


I have sent ticket to support to assist me solve my problem. I hope I can get back my account.

[Charles-Tim]

I believe Xapo wallet do not support seed phrase or private key, not your key not yout coin. Next time, make sure you transfer your bitcoin on custodial wallets to noncustodial wallet in which you will have private key. Now, Xapo is demanding for phone number for login in, also no new registration ongoing. Contacting their customer care is your best choice for now. Supposing you have your seed phrase wallet, all you have to do is to protect the seed phrase, and be able to access your coins anytime you want. Even, in many years time of no expiration.

[sheenshane]

It should be associated with one of your email accounts, kindly check them all.  Because upon accessing Xapo wallet, AFAIK, it required 5 characters for the verification code for the pin or you can reset anytime your pin if you forgot this as long as you have your email address which your Xapo wallet associated with.

So technically, you might not recover your Xapo wallet without an email address, for now, try to remember those email addresses you have, and good thing you are already contacting the support team which is the best solution for this.

[dihari]

I believe Xapo wallet do not support seed phrase or private key, not your key not yout coin. Next time, make sure you transfer your bitcoin on custodial wallets to noncustodial wallet in which you will have private key. Now, Xapo is demanding for phone number for login in, also no new registration ongoing. Contacting their customer care is your best choice for now. Supposing you have your seed phrase wallet, all you have to do is to protect the seed phrase, and be able to access your coins anytime you want. Even, in many years time of no expiration.

True, that's all my fault. I should use a "real" cryptocurrency wallet where we can be our own bank. If it's still use an email or a phone number to login to a crypto wallet account then it's not.

Update : still no response to my ticket.

[JeromeTash]

That's a very long period of time to keep your coins in a custodial wallet especially one that's not even that popular. They can shut down their door at anytime minus even alerting you.  Hell, I don't even trust popular custodial wallets like coinbase.com if I plan to keep my funds in there for years.

From what I have seen, it looks like a dead wallet service, From this Blog, they promised to update their service back in May 2020 to this date nothing has been done.

Their social media channels aren't active either with so many people having similar complaints like yours. The support isn't responding to emails at all.

[dihari]

Update.
I got an email from support regarding my account.
And this is the statement:

Early last year, we were required to take action on our older, unverified accounts in order to comply with know your customer (KYC) regulations. This resulted in closing down any Xapo accounts that were identified as dormant (inactive for over 12 months), had missing mandatory information to fulfill KYC regulations, or had zero balance.

And once the account is closed, it cannot be reactivated.

I cannot blame them for service requirements, it's all my fault to not fulfill the kyc when the time it's required.

Note: if you plan to do a long time crypto saving, just buy a hardware wallet or install a desktop wallet.
Case closed.

[HCP]

So, they basically "stole" all the "leftover BTC" from these dormant accounts... all in the name of KYC

Bitcoin was created to get away from precisely these types of centralised shenanigans... Satoshi would be rolling in his grave!