Quote from: Wirex on April 06, 2017, 03:59:43 PM

Quote from: Alejandra on April 06, 2017, 10:21:49 AM

I have been using e-coin for a while with no problem and I made a lot of transactions with unverified account because I see the limits is ok with me suddenly days ago I withdrew from my PayPal account $108 then my card got blocked for no reason and asked me for verification and I submitted my passport (chile) and my bank account statement (UK)
And yesterday they informed me via email that my documents is rejected because my documents doesn't match I have no idea why but I don't know why it blocked from the beginning I read the TOS and I did not violate anything I'm sure of that so I need help to verify my account I'm gonna lose faith in this company if they did not resolve this and how they gonna refund my money if the problem did not resolve because I withdraw the money from paypal???

Thanks in advance,

Hello Alejandra. First, please check this link to learn more about how to use your Wirex Card in Paypal:
https://help.wirexapp.com/hc/en-us/articles/115000599249-FAQ-about-PayPal

As stated, Due to our banks updated anti-fraud policy, top up via PayPal, bank transfer, and other online payment methods are now available for verified Wirex accounts only. This means unverified Wirex users will only able to top up via bitcoin and altcoin transfers. If you have not verified your account, please read this tutorial for step-by-step instructions:
https://help.wirexapp.com/hc/en-us/articles/207161719-How-and-why-to-verify-Wirex-account-

Now, as you can see, Your card was blocked BY THE BANK, not Wirex, because you made a transaction you shouldn't do. Please contact the support team at support@wirexapp.com so they can help you with this issue. It's quite easy to fix if you verify your account, though it might take some time. However, It's better if you verify your information with the support team first and ask for help, so you don't have to send your verification documents more than once. Also, please remember all documents must be ON YOUR NAME and must match the information you gave to Wirex when you registered.

If you already wrote to support, please give me your support ticket number or your Wirex Registered Email, and I might be able to speed thing up a bit.

I realized that when i ordered the card i put Iceland address which i was there at the moment in a hotel and it's not my residential address and i didn't know that it's important so the bank issued the card with the address that i ordered the card with and now I'm in UK and submitted the proof of address again and i'm asking for help to solve this issue because also i have money in this card and i can't spend it until the account get verified sorry for my lack of experience i'm not good at the tech stuff but i'm learning from my mistakes now if you want me to send my documents to you here i will and this is my support ticket number (80015)

Waiting for your help

Thanks in advance,
Ale