Yes, I am an official Xapo Customer Support agent - the same one that responds to emails sent to support@xapo.com! I can assure everyone that I am not trying to steal anyone's information & I will never ask for it. All I want to do is let anyone that sees this forum and is stuck in manual review know that they have the option to DM me with just their registered email address (I'll never ask for more) so that I can make sure that your support ticket gets a response!

Just FYI to all the people that think that I am not legit: this user sent me a PM and with that push, I was able to get back to check the documents, get back to her support ticket, and reactivate the account!

It's as easy as just sending me a PM so I can help all of you out. Thanks!

Hi there,

Yes, I can assure you all that Xapo is not a scam. I am the Head of Customer Support at Xapo and due to regulatory reasons, if users have reached some limits or we did not previously ask for their information and then they reach a certain limit, then we are needing to ask for ID verification. We apologize that this was not communicated to some beforehand and also I apologize that we have a backlog in getting to some cases. However, I am willing to help anyone out and will expedite their case!

If anyone has already sent a ticket to support@xapo.com and is still waiting on a reply, I kindly ask you to PM me with your registered email address and I will make sure that you receive a response ASAP and your ticket gets resolved!

Thank you for your patience and understanding, everyone

We no longer keep up with this thread, but anyone that is having a problem and has already contacted support@xapo.com can send me a DM here with their issue and their registered email address so I can make sure that you get properly taken care of - thanks!

Hi there!

Sorry to hear that you had this issue. Do you mind please PMing me with your registered email address so I can check your case ASAP and make sure you get taken care of? Thank you!

Great to hear! You can send an email to support@xapo.com and our debit card team can check your status and let you know through that channel (same goes for anyone on here, by the way!) - thanks

Hi there,

You sent funds from Xapo and yet they're still pending? Do you mind either PMing me with your registered Xapo email address or sending an email to support@xapo.com and letting us know that you spoke to Jessie on BitcoinTalk so that we can look into this immediately for you? Thank you!

Hi there,

We apologize for the inconvenience that transactions are taking so long to process - there has been a problem in the Bitcoin ecosystem. Please take a minute to check out this article: https://bitcoin.org/en/alert/2015-07-04-spv-mining

That being said, Xapo followed the suggestion and temporarily raises the number of necessary confirmations from 6 to 36, so transactions into Xapo will take a bit longer to fully confirm. We apologize about any inconvenience caused but it is necessary to increase the number of confirmations during this time to responsibly care for the security of our users wallets!

​Thanks so much everyone for your patience

All the best,
Jessie

Hi again!

We are about to have a public launch of the debit card, but if anyone is interested in joining our beta testing before the launch (and avoiding the $20 USD shipping and handling fee that will be charged when out of beta) then we ask that our users send a message to support@xapo.com once they have deposited at least .30 BTC in their account to show interest/willingness to use the Xapo Debit Card!

Hi there!

Apologies, I just checked with our technical team and it seems maybe we didn't receive this email since we haven't received any messages in the past week! Do you mind please resending it? Thank you!

Hi there! I am going to send you a PM so I can get a better understanding

Hi Mitchell,

Apologies about that! Can you either PM me with your registered Xapo email address or send a follow-up support ticket now? I'd be happy to get back to you right away

Hi there!

Unfortunately, U.S. restrictions on the debit card are still causing us an issue to ship the cards to there, but we're working hard to make this happen! We sincerely apologize for any inconvenience about this, since we want to be able to use the cards in the U.S. just as much as our U.S. customers do! We will be updating everyone about the debit card and where it all stands soon as we will be coming out of beta testing very soon

Regarding the faucets, feel free to email that questions to support@xapo.com and we can have our one of our developers talk to you about the faucet script since they would know better about the progress!

Hi there!

I'm not quite sure of the logistics on that one because if you decide to actively use the card and want to increase the spending limits in the future, you'd need to go through a higher-level KYC process that shows proof of address to the address in which the card was shipped. I tell you what - email us at support@xapo.com and I'll have Anni, our Debit Card manager, answer your questions since she knows the process a bit better than I do

Jessie from Xapo, here! Has this been resolved for you yet? I have searched our messages from May 20 and May 23 and cannot find any that were unanswered! Do you mind please either sending another support message and letting us know that you were sent there from the Bitcointalk service discussion or PMing me your registered Xapo email address so we can better assist you? Apologies for any inconvenience caused!