I have been a xapo user for over 2 year and in general I have been happy with their services. Even though I recommend keeping your coins on a wallet that lets you control your private keys, the convenience of the xapo debit card kept me as their client.
Today I was asked for ID and proof of residence, which I already provided but I assumed they needed to update their database so I went ahead and uploaded the documents. To my surprise I received this message afterwards:
The information you provided requires manual review before we can fully enable your Xapo account. Manual review can be triggered by multiple factors used in our screening process. Until further notice, no action is required from you. We will be sending directions on what to do next to your Xapo registered email address shortly.
Basically I can´t access my account or use my debit card. I don’t mind them asking for ID what I do mind is that they do it without notice and block your account while they manually verify the documents.
To make things worse it seems I am not the only one who´s account has been blocked.
To be fair with them, I will be updating this thread when/if I recover my account. But my piece of advice to other xapo users is to only keep a small amount of BTC on their wallet.
UPDATE: I wrote directly to Jessie, Head of Xapo customer support, and she was able to verify my account quickly. If you ever run into the same problem do contact her at: [email protected]
I have had nothing but trouble with Xapo, starting with the fact that only certain types of mobile numbers (not the ones I use) will work to verify an account. An unverified account is as good as useless. At one time I was playing a game that used Xapo--the only way to access Bitcoin earnings was through a Xapo wallet. I went round and round with Xapo and got nowhere. And then the game closed down, so I lost my 100,000 satoshis or so. It was so not worth it.
simple solution - leave them guys!
Xapo is legit, I've used it when I first started with Bitcoin and wasn't comfortable with wallets and private keys. I trust them but their security sometimes is very annoying to say the least. To send 0.001 BTC you basically need to deactivate a nuclear bomb: 2FA (never worked in my case), email confirmations, sms codes that never arrive (1 in 4 tries if I remember correctly)....
They are just scaring regular and casual users away, even if what the goal is to make Bitcoin more user friendly. Google Play or Paypal are a breeze in comparison and that's what they should aim for.
If they are not going to provide private keys to your customers at least they need to provide a seamless product and service.
Stop buying drugs, and Xapo dont have any problem.
I have been using Xapo for almost 2 years now with no problems.
I just transfer BTC there when I need cash or need to pay for something with the card.
So my balance is always low.
I hope you get the issue straighten out soon.
Suerte!