Entropay - stopped access to my account

[rich6666]

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?

[GreenBean]

Yes.

Happens often.

Usually all is restored after you comply with their request

[rich6666]

Originally Posted by GreenBean™

Yes.

Happens often.

Usually all is restored after you comply with their request

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.

[tyrespadded]

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.

[JamesNorth101]

Just have to provide required info. Easy to fix.

[GreenBean]

Originally Posted by rich6666

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.

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.

[rsot]

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.

[rich6666]

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?

[JamesNorth101]

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.

[rich6666]

Originally Posted by JamesNorth101

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.

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

[rich6666]

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.

[JamesNorth101]

please note it can take up to 3 days for the code to show on your bank

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.

[GreenBean]

Originally Posted by JamesNorth101

Give it 72 hours then as of Monday, if still nothing is showing up Tuesday 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.

Sounds about right for missing transactions.


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

[rsot]

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

[rich6666]

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

[GreenBean]

Originally Posted by rich6666

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

Nicola is always helpful, I have found.

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

[rich6666]

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

[rich6666]

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

[rsot]

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

[RetroRedneck]

Originally Posted by rich6666

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.

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.

[GreenBean]

Originally Posted by RetroRedneck

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.

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

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

[rsot]

Get over the initial hurdles and EP is successful