Forum

Entropay - stopped access to my account
 

For the last 2 days, i have unsuccessfully tried to access my entropay account. I changed my password, twice.Followed all on-screen instructions and tried numerous times to access my account, all without success.

Earlier today I decided to email entropay customer service and received this response.


Whilst carrying out a random security check, we have noticed that your account needs further verification. In line with EntroPay's User Agreement we have temporarily restricted your account.

Your account will be fully reactivated once we have received and reviewed the following:

- A copy of a valid photo ID (both sides), such as: National ID card, Passport, Driving License, Official government issued Photo ID (Army, Police, Diplomatic), or residency permit

- Proof of address, such as: a postal bank statement, a postal credit card statement, a mobile phone bill, an online utility bill or financial statement. Note: any verification document must have been issued in the last 90 days

Please follow the instructions below to verify your debit/credit card by webcam.

- Login to your account
- At the top of the page is a pink strip - Click the "Click Here" hyperlink in blue
- On the new screen please select the card which states "requires verification" by clicking the arrow (V)
- Click "Verify Card" box
- On the next screen please click the "Start Payment" button (Please note that NO funds will be taken at this time)
- Follow the on-screen instructions to verify the card

If you experience any difficulties, are unable to verify the card or do not have a webcam, please send an email to our support team and we will offer you an alternative method to verify your card.

All documents are kept in a secure environment and are only available to senior security personnel.

We apologize for any inconvenience this may cause but we trust that you appreciate the importance of maintaining appropriate security standards for our customer's accounts.


Is this normal for entropay to close access to an account and require access to a webcam to verify documents?

Yes.

Happens often.

Usually all is restored after you comply with their request

:mod:

Thank you for your response. I suppose, I will have to abide by there requests.

I am just slightly annoyed that entropay stopped access to my account without any notification.

They do it all the time, I've gotten it several times on one account. They will reopen once you send them the requested information.

Just have to provide required info. Easy to fix.

You did get a type of notification.

You could not sign in.....

They streamlined their process.

Usually there is a message saying the account is blocked because of xyz reasons.

:mod:

Don't be afraid of them having your info OP - they dont share this with other services like PP and such. Very secure so far as reports and experience go.

Re: Entropay - stopped access to my account
 

I am still no closer to activating my entropay account. I have to verify my card by providing a code.

On the 10th Sept £1 was taken from my account.. 13th Sept £1 was put back into my account, but there is no code whatsoever.

Does the code appear after the reverse payment of £1 or at the same time?

Re: Entropay - stopped access to my account
 

I had this issue of no code apearing as well. Send Entropay a message explaining the situration and they can usually fix this issue for you.

Re: Entropay - stopped access to my account
 

Can i open another entropay account with another card while I sort this issue out, Or is it best to wait?

Re: Entropay - stopped access to my account
 

This is my conversation with help centre:

Rich6666
September 13, 2013, 9:23 AM
Hi, I have had £1 paid out of my account on 10th September and then £1 paid into my account on 12th September.. Below is a copy and paste of my statement on my account. I cannot see this verification code that is required to gain access to my account.
12 Sep VIS WWW.ENTROPAY.COM 1.00
LONDON
Please can you advise what I can do to resolve this issue?


September 13, 2013, 9:59 AM
Helpdesk Support
Hi,
Thank you for your email.
please note it can take up to 3 days for the code to show on your bank statement.
Kind Regards
Nicola
EntroPay Security

Rich6666
I don't understand. Why would the code not show up on my bank statement at the same time as the reverse entropay payment of £1 that I received on the 13th Sept? Please can you help me active my entropay account.

Re: Entropay - stopped access to my account
 

Give it 72 hours then as of Monday, if still nothing is showing up Thursday morning send them another message across.

In the mean time you can use other VCC, or buy one from the forum if you need to set up accounts.

Re: Entropay - stopped access to my account
 

Sounds about right for missing transactions.


Richie, under no circumstances make another entropay account at this point.
They do not like that ever.
:nono:

Re: Entropay - stopped access to my account
 

They said 3 days so give it such - Monday is right. Don`t bypass by trying to break rules and open another.

Re: Entropay - stopped access to my account
 

Thank you for all your advice. I will wait patiently until Monday :)

Re: Entropay - stopped access to my account
 

Nicola is always helpful, I have found.

At least with entropay, they manage to deal with any questions

:mod:

Re: Entropay - stopped access to my account
 

An update, the support is pretty good.

In this case kindly contact your bank and request the authorisation code for the same transaction. We would then be able to manually verify your funding source for you.

We apologize for any inconvenience this may cause but we trust that you appreciate the importance of maintaining appropriate security standards for our customer's accounts.

Kind Regards,
Stefan
EntroPay Security Team

My reply:

I phoned my bank HSBC and they informed me the code is: ******.

I have tried to input this into this verification box and the number is not recognised.

September 14, 2013, 4:04 PM
Helpdesk Support

Re: Entropay - stopped access to my account
 

Thanks for all the advice. I now have my entropay back up and running.

Re: Entropay - stopped access to my account
 

Nice work rich6666 - time to get creating - 2 quid minimum per card to confirm the PP

Re: Entropay - stopped access to my account
 

Don't bother.

I've tried with two bank cards - no ruddy verification codes for either of them! God knows how many customers Entropay have lost due to their crappy verification process.

Re: Entropay - stopped access to my account
 

OP does state he got the account restored.
entropay does have hassles.

But, when used correctly it is more than ideal for stealth.

:yar:

Re: Entropay - stopped access to my account
 

Get over the initial hurdles and EP is successful

Re: Entropay - stopped access to my account
 

Hello gentlemen, I'm new on this. I'm from Dominican republic. Should I use my real address and name to register the entropay vcc? I mean in case I have an us stealth acc, should i register an us address on the vcc ad the stealth name? Thanks in advance.

Re: Entropay - stopped access to my account
 

@Elro

You make the entropay account using your real ID and use your own debit or credit card to fund it.

After the account is active, you use some of those funds to make the virtual card to attach to paypal. Dont add an address but just use the vcc numbers.

Re: Entropay - stopped access to my account
 

Entropay has no ties to Paypal or eBay so it wont share your real info with them. Use your real identity for EP