1. DownServ

    DownServ New Member Member

    Nov 28, 2010
    Hello Sean AlerPay Team

    24 days ago

    I Have receiveda message from AlertPay Customer Support
    Named ( Account has been breached‏ )
    And asked me some data
    [FONT=arial, sans-serif]It's [/FONT]
    [FONT=arial, sans-serif]
    [FONT=arial, sans-serif]
    I have to respond to them and I added all the required data in the message

    And then AlertPay Customer Support reply This Message And Say

    Then I received this message

    Since then, I did not receive any message
    I am in very need for this the account because it is now " Account Status Temporary Hold "
    I can not send or receive money through this account

    Thank you for your interest

    Best Regards ,
  2. Post4Host

    Post4Host Banned Banned

    Jul 22, 2011
    Why can't you just send them the documents they asked for?
  3. RT

    RT Well-Known Member Member

    May 17, 2009
    I think he did send them everything they asked, but he is still on "hold" waiting to get his account fixed.

    I'd say contact them again by email, better yet call them everyday asking for updates.
  4. nYXem

    nYXem New Member Member

    May 15, 2010
    Same happened to me just few days back.
    I was asked for address proofs and all that. Then I asked them if I could somehow get my account back without providing address proof. And trust me, they agreed! Then they asked me some those same details as they asked you in the first email. I sent them, they replied that account was restored. I saw it was still on hold, I replied saying that, but next day I saw my account restored.
    In my case it was because someone else tried to hack my account, so I even told them to check IP logs of all successful logins and failed login(of the hacker), and may be that helped them in investigating.
    I really feel Alertpay have an awesome team who are always willing to help you. Just provide them as much information as possible. Tell them all incidents and all causes of hold you suspect. It will help them a lot plus make them trust you if what you tell them is true and makes sense.
  5. HostHatch

    HostHatch New Member Member

    Apr 20, 2011
    @DownServ: Same thing happened to me, and I got the same messages from them. I still have not heard back.
  6. AlertPay Team

    AlertPay Team New Member

    Oct 13, 2011
    Hi DownServ,

    Your account being kept on hold for 24 days and the request for further information would suggest to me that the information you provided was incorrect or our security department weren't completely satisfied with the information. This is what would have delayed your issue.

    After you received that last email from Yves, it shouldn't take too long for your account to be restored, and our team will contact you as soon as possible.

    @HostHatch this applies for you too.

  7. sambne

    sambne New Member

    Jan 16, 2012
    Alert Pay support Does not reply to emails

    Its been 5 days since noticing my account on temporary hold, and the only option that I see with the notification is their phone number.

    I am a Personal Pro verified account.

    As an Australian living in Indonesia, the time difference as well as cost of calling overseas is not justifiable.

    Have written 2 times to support, and only received the support ticket numbers, but no further reply or clarification.

    It is frustrating not knowing why the account is in this status, and worst is that they do not even bother to notify, nor respond.

    What if I had a disability and can not use a phone?

    This is all I see after logging in:

    "Account Status Temporary Hold
    The following will not be available to you during this hold:

    Make payments
    Request Money
    Deposit or withdraw funds
    Close Account
    How to contact us
    Phone: (514) 748-5774

    Hours of operation
    9:00 a.m. to 5:00 p.m. EST (Monday to Friday)"

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