Hi All,
Want to brief you a bit about current situation and potential issues you may experiencing. Some related to recent implementation of buy bitcoins option and changes made on the backend, some depend on the bank.
1. When you are doing a transfer two issues were noticed recently:
- you cannot select address from your address book. The solution: clear your browser cache. If it does not help - try another browser and report to me or to
support@e-coin.io which browser it did not work in.
- your are getting Service Unavailable (with ferID). This is how Insufficient funds error looks like now - please try to send slightly smaller sum. If still not working - send an email to
support@e-coin.io (with this refid).
2. Card load. We are currently out of USD - they should arrive later today.
3. Card load pending. Two scenarios:
- you loaded sum bigger than 2500USD and the delayed card load option has been applied - please do not worry, you will get you funds the next working day.
- you tried to load smaller sum, but your BTC balance has been deducted. Please contact support - in most cases this is just a matter of how the account balance shows up on your side, we can simply sync it manually (may take 24 hours to be resolved). Or - in very rare cases when bitcoins were actually gone - provide refund. Please do not wait for it to be completed automatically - it will not. I hope, we will be able to create some task, that will remove such transactions after 24 hours to avoid confusions.
4. Delivery delay. As I have mentioned in one of the posts above - there was change of stock (E-Coin cards have finished, while Wirex were not issued yet). Cards ordered between Feb 26 and March 8 are still on hold and were not yet sent.
They should be issued and shipped shortly - within few days, in new Wirex design. We will send tracking numbers for those who have expedited delivery then. Standard turnaround time remains regular (UK - around 1 week, European countries: around 2 weeks, all over the world: 2-8 weeks).
5. Deposit.
- You can see your deposit is pending, however it has enough confirmations in the blockchain - we easily fix that (as far as I know this was corrected already, however perhaps there are still some people waiting).
- If you are missing deposit in your ledger, however blockchain shows it fine, please email support blockchain hash of this transactions. Our system currently has issues with proceeding transactions with high number of recipients - it is under developers investigation and review, and should be fixed very soon.
6. Verification delays. Verification is delayed by the bank. If you feel your verification is taking longer than 2 weeks, please let support know. We will check your documents are alright, and contact the bank asking to verify you manually.
To ensure speedy process, please make sure you are sending proper documents:
- 2 different documents as your address and your ID proof. See the list here:
https://help.e-coin.io/hc/en-us/articles/202397331-How-do-I-verify-my-E-coin-account-- not older than 3 months;
- readable (not blurry, unfocused or of poor quality).
7. Wire transfer. Make sure you did not exceed allowed limits:
Unverified cards: 500USD/EUR and 400GBP per 1 load and per day. Mind your card's lifetime load limit.
Verified cards: 5000USD/EUR and 4000GBP per 1 load and per day.
If you have already sent amount bigger than that, please provide the following docs to support team:
- payment receipt (screenshot + copy-pasted payment details);
- if card unverified - documents for verification.
We will contact the bank and ask them to proceed the transfer manually. Please mind if you exceeded
verified card load limits, the bank may send your transfer back. It depends on the rep who will take the ticket.
We are working hard on making all services work stable (the ones which depend on us), and ask for your awareness (especially regarding verification and wire transfers). I hope this helps.
