To contact Xapo Support, please use our FAQs (https://support.xapo.com/)

[dibon]

Yeah, I was able 2 months ago too.
So if they are blocking some of users, not all, makes it a trusted platform?
There is many posts, even on this forum, where users are blocked without a reason!
Be aware, maybe some day they will block you too.

P.S. I tried Chrome, Firefox, Opera, Iceweasel, IE. On Win10, Win8 and Debian.
It's not a software problem. It's XAPO PROBLEM.

What message do you get after trying to login?

There is no error.
I can login, entering PIN but then I can't even access settings or security panel.
Just nothing happens after loading animation.

[Lasergun]

There is no error.
I can login, entering PIN but then I can't even access settings or security panel.
Just nothing happens after loading animation.

What about ad blockers, try to disable them.

[The Sceptical Chymist]

Xapo has been working just fine on my phone.  I just use the moonbit faucet occasionally,  and I've never had trouble sending coins to my main wallet.  I wouldn't call scam just yet, but it's definitely not good if they're ignoring customer service requests.

[Mitchell]

I can login, entering PIN but then I can't even access settings or security panel.
Just nothing happens after loading animation.

Do you use Adblock, because if so I had to disable Adblock for Xapo to get it to load properly.

[dibon]

I have no adblock. As I told, I used many different configurations including 5 different browsers and 3 systems (win10, win8, linux) from 3 locations (2 countries).
In Xapo @ my phone I see old balance from many days ago and even Refresh option is not working.
I also use this xapo account to payout from my faucets.

[bestluck]

I have no adblock. As I told, I used many different configurations including 5 different browsers and 3 systems (win10, win8, linux) from 3 locations (2 countries).
In Xapo @ my phone I see old balance from many days ago and even Refresh option is not working.
I also use this xapo account to payout from my faucets.

It is normal in xapo to occur some errors in accounts you need to contact to them via support ticket on their website they will respond to you within a day and will fix the issue. It is not from your browser but occurs from them.

[ogv]

It is normal in xapo to occur some errors in accounts you need to contact to them via support ticket on their website they will respond to you within a day and will fix the issue. It is not from your browser but occurs from them.

I have the similar problem with Xapo. But i cant find any web form on their website support.xapo.com. Can you post the link on that web form ? Thanks.

[holydarkness]

I have the similar problem with Xapo. But i cant find any web form on their website support.xapo.com. Can you post the link on that web form ? Thanks.

The "contact us" form? It will be accessible if you type question on their support page but the subject is new or not on their FAQ list. One of the easier method to access the option is by typing "contact us" on their search bar, the tab will appear on the right most of the screen

[koshabt]

A year ago, has been registered. In all it was good throughout the year. But now there is no access to the wallet.
From 05/11/2016 there is no access to the wallet, after undergoing verification. The documents provided 05.11.2016. But 8 days there is no access to the wallet. At the entrance, I enter Pin code and get the "Information Under Review....."
Twice already written in support https://support.xapo.com. No answer.
He wrote and e-mail addresses. Zero reaction.
How to be

[Miiike]

A year ago, has been registered. In all it was good throughout the year. But now there is no access to the wallet.
From 05/11/2016 there is no access to the wallet, after undergoing verification. The documents provided 05.11.2016. But 8 days there is no access to the wallet. At the entrance, I enter Pin code and get the "Information Under Review....."
Twice already written in support https://support.xapo.com. No answer.
He wrote and e-mail addresses. Zero reaction.
How to be

I am not so sure about the verification because I signed up a long long time ago, but isn't the verification should be done as an early step on registration? Means you can not use them from the start without verifying your account? If so, how can you do the verification one year after?

[ogv]

A year ago, has been registered. In all it was good throughout the year. But now there is no access to the wallet.
From 05/11/2016 there is no access to the wallet, after undergoing verification. The documents provided 05.11.2016. But 8 days there is no access to the wallet. At the entrance, I enter Pin code and get the "Information Under Review....."
Twice already written in support https://support.xapo.com. No answer.
He wrote and e-mail addresses. Zero reaction.
How to be

I have the same story.
My wallet also been blocked from 05/11/16.
I also provided all required documents to Xapo.
But still no answer from Xapo support.
I even wrote to them in Facebook and Twitter.
There is still no reaction.
They hold my btc without any response.

[ogv]

I am not so sure about the verification because I signed up a long long time ago, but isn't the verification should be done as an early step on registration? Means you can not use them from the start without verifying your account? If so, how can you do the verification one year after?

This was the first email that i recieved from Xapo. There were no signs of future  troubles.


--------- Forwarded message ---------
From: Xapo Support <support@xapo.com>
Date: вт, 1 Ceн 2015, 19:38
Subject: You now have full access to Xapo!
To: <gvozdev.oo@gmail.com>


 
Hi Oleg,

We just wanted to let you know that your identity was successfully verified by our system, so you now have full access to all of Xapo's features! Just as you trust us to keep your bitcoins safe and secure, we want to be a business built on mutual trust and need to trust our users as well. You can read more about why we asked you these questions here. This was the last step in verifying your account, so you now have the ability to send and receive bitcoin, apply for the Xapo Debit Card, buy bitcoin with Xapo, as well as utilize our free-of-charge and ultra-secure vault for bitcoin storage!

Enjoy Xapo!

Unsubscribe from our emails

© Xapo 2015 | Privacy Policy | xapo.com

Unit 1001 10/F, Infinitus Plaza 199
Des Voeux Rd Central
Hong Kong

[koshabt]

A year ago, has been registered. In all it was good throughout the year. But now there is no access to the wallet.
From 05/11/2016 there is no access to the wallet, after undergoing verification. The documents provided 05.11.2016. But 8 days there is no access to the wallet. At the entrance, I enter Pin code and get the "Information Under Review....."
Twice already written in support https://support.xapo.com. No answer.
He wrote and e-mail addresses. Zero reaction.
How to be

I am not so sure about the verification because I signed up a long long time ago, but isn't the verification should be done as an early step on registration? Means you can not use them from the start without verifying your account? If so, how can you do the verification one year after?

A year ago, in 2015 I went through the verification of the account. And there was to gain full access to the wallet.
11.05.2016 was made the second account verification. The documents I have provided. But 14/11 do not have access to the wallet. Already the 9th day. 

[ogv]

The worst thing that is no way to contact with them. The Xapo support is not respond. It looks like they just stole our btc.

[Hazir]

The worst thing that is no way to contact with them. The Xapo support is not respond. It looks like they just stole our btc.

Xapo's support is notorious for being late. They either will respond to you fast but won't resolve your issue for a long time or won't respond at all.
You need to bombard them with mails and questions. But Xapo is not a scam service - it is people who are to blame here for not reading their ToS and not complying with it.

[holydarkness]

I am not so sure about the verification because I signed up a long long time ago, but isn't the verification should be done as an early step on registration? Means you can not use them from the start without verifying your account? If so, how can you do the verification one year after?

This was the first email that i recieved from Xapo. There were no signs of future  troubles.


--------- Forwarded message ---------
From: Xapo Support <support@xapo.com>
Date: вт, 1 Ceн 2015, 19:38
Subject: You now have full access to Xapo!
To: <gvozdev.oo@gmail.com>

~snip~

~snip~
A year ago, in 2015 I went through the verification of the account. And there was to gain full access to the wallet.
11.05.2016 was made the second account verification.

Yes, according to their FAQ, they actually do three steps of verification that depends on the amount you spent with them. So anyone that had the first verification at the first time signing up can be asked again to do another verification (and more complex one) once they reached certain amount.



I think you both are passing the first category limit and need to do second phase verification.

Maybe this sounds stupid, but is there any way to resubmit the form? Maybe both of your application are stacked by other users. Or.... (although maybe unlikely) the verification does needed some time to be checked?

[koshabt]

~snip~
A year ago, in 2015 I went through the verification of the account. And there was to gain full access to the wallet.
11.05.2016 was made the second account verification.

I think you both are passing the first category limit and need to do second phase verification.

Maybe this sounds stupid, but is there any way to resubmit the form? Maybe both of your application are stacked by other users. Or.... (although maybe unlikely) the verification does needed some time to be checked?

Yes, this is the second part of the verification, but why so long Already 9 days, no response from Haro.
In Rerfect Money, the same procedure with the same documents, verification took two days !!!
Unfortunately, in Haro, as I wrote above, the support does not respond and there is no way to somehow provide the information again.
I'm a hostage HARO. HARO By his silence restricts my freedom. Already 9 days !!!

[koshabt]

A year ago, has been registered. In all it was good throughout the year. But now there is no access to the wallet.
From 05/11/2016 there is no access to the wallet, after undergoing verification. The documents provided 05.11.2016. But 8 days there is no access to the wallet. At the entrance, I enter Pin code and get the "Information Under Review....."
Twice already written in support https://support.xapo.com. No answer.
He wrote and e-mail addresses. Zero reaction.
How to be

Today, 16/11, passed 11 days I do not have full access to your account.
How long can consider 3 pages of documents?
I found myself an unwitting hostage XAPO. 

[holydarkness]

~snip~

Today, 16/11, passed 11 days I do not have full access to your account.
How long can consider 3 pages of documents?
I found myself an unwitting hostage XAPO. 

Do you still have certain access to the wallet? Like withdrawing, maybe? Although it seems like a drastic measure, but maybe you want to consider withdrawing all your coin if they still not responding you within near future. Their FAQ said that you can ask them to send your coin elsewhere if you refuse to further provide detailed info



I never have a problem with Xapo and I am actually positive with their service, I would normally advise you to wait, but if you feel uncomfortable with their service and support team, maybe leaving is the best option.

[koshabt]

holydarkness Thanks for answers.
Support said yesterday. She asked me to send more documents.
Posted 17.11.2016.
If, within two or three days otvetyat not have to close the account.