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: jessie@xapo-321e581ef7b1.mail.intercom.io