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Wednesday, February 3, 2010

Not getting through by phone? Business is booming and we're trying to keep up!

Hi everyone,

** Our phone support number is correct, we're just a little overloaded. **

Many of you are trying to get through to us by phone to no avail. We understand that this is an issue for a lot of you because you are just dying to chat with one of our awesome Customer Support Specialists. And we want to chat with you too and help you accomplish what you need to get done.

Because of the increasingly high volume of phone calls we receive in a day, many of you are left behind to wait on hold or to just get disconnected. We want to reassure you that we are hiring more people to take your phone calls and provide you with the assistance you need and deserve. So, please hang in there!

In the mean time, if the problem is not too urgent, just submit a ticket to our support desk and we'll try to help you as much as we can. If it is urgent, please keep trying!

Why not play a little Sudoku while you wait on hold? It'll help pass the time and keep your brain healthy and happy!

Thank you for your understanding. Not getting through by phone? Business is booming and we're trying to keep up!
Posted by AlertPay Robyn at 11:47 AM

40 comments:

  1. can i have two AP accounts?
    ReplyDelete
  2. Hi Orcwsy,

    Yes, you can have two AlertPay accounts. We prefer that our members only open one Personal Starter account though.

    Thanks for your question.
    ReplyDelete
  3. Hi
    Have you resolved my problem with ETF Business?
    G Ross
    ReplyDelete
  4. Hi,

    If you have a concern about your account, please contact Customer Support. We will be happy to assist you.

    https://www.alertpay.com/info/ContactUs.aspx

    Thank you for your understanding.
    ReplyDelete
  5. When ever I submit a support ticket I never get a reply, help or even a response. I have sent them days ago weeks ago and months and not a response from one.
    ReplyDelete
  6. Hi Josh,

    We apologize for the inconvenience, but we are trying our hardest to meet all the needs of our 4 million + members, many of whom contact us by phone and email.

    We are in the process of hiring more people to take calls and answer emails as we now recognize the growing demand for immediate support.

    With our impending re-design, which is scheduled for March/April, we will be including a lot more content and documentation so our members will have the necessary resources to trouble shoot any issues they may encounter with their accounts.

    Have you perused our comprehensive knowledgebase? Maybe you will find an answer to your question there in the mean time: https://www.alertpay.com/info/ContactUs.aspx

    Thank you for your feedback!
    ReplyDelete
  7. I want to open a business account. I live in Argentina but I will request withdrawals as bank transfers to my US bank account (fee is only 50 cents!). Which country I need to open my account with?
    Thanks.
    ReplyDelete
  8. This comment has been removed by a blog administrator.
    ReplyDelete
  9. Hi,
    When i withdraw funds to my credit card then in how many days will i get it????? And how can we check that we received funds or not??????
    I am sending you emails regarding this but i have not received any replies from your side......
    ReplyDelete
  10. hi all I want to know, is that if someone buys something from me and they are on alert pay,even though it says they only need me email,then why can you still see all my id inculding address ?
    ReplyDelete
  11. Hi Gus,

    Even if you live in Argentina, you can still add a US bank to your AlertPay account. With a US bank account, you can withdraw your funds by bank transfer.

    Hi Amaris,

    If you need to cancel an account with whatever business you were dealing with, it is best to contact the merchant and close your account with them. If you wish to close your AlertPay account, you can do so on your own. Just follow these simple steps:

    1. Login to your AlertPay account.
    2. Click on "Profile".
    3. Under "Personal", click on "Close Account".
    4. Read information, enter Transaction PIN, and click on "Continue".
    5. Select the reason for closing your account and click on "Continue".
    6. Read terms and click on "Close Account".

    Please note that you do not have to close your account. You lose nothing by keeping it open. You can send money for FREE, shop online securely, you can even exchange currency if you want to. There are so many things you can do with an AlertPay account and you don't have to pay a penny to keep your account, so you may wish to consider keeping your account.

    Thanks for your feedback!
    ReplyDelete
  12. Hi Anonymous,

    If you withdraw money to your credit card, it should appear on your credit card statement within 2-4 business days. It may show as completed in your AlertPay account, but you must check your credit card statement to see when you have been credited.

    The only information anyone can see of yours when they send you money is your AlertPay email address. This email address, the one you use most often, is also considered your ID. So, if someone says that they can see your AlertPay ID, they can only see your email address.

    With AlertPay, your personal information is always kept completely confidential. No other AlertPay member has access to your personal information so you never have to worry about security.

    Thank you for your questions!
    ReplyDelete
  13. This comment has been removed by a blog administrator.
    ReplyDelete
  14. Hi,
    I want to ask that what is the difference between "withdraw funds to bank account" and "withdraw funds to credit/debit card" ?????
    ReplyDelete
  15. Hello

    I have requested payment from non-alertpay member. The amounts were in excess of $1000 when they opened Alertpay account they couldnt pay me for the goods they are buying, as there was a maximum/ month of about $400. Can you please advise why is that limit? where as other companies like paypal the payment in unlimited. My account is Personal-pro.

    Kind Regards
    Hanadi
    ReplyDelete
  16. Well, today I needed to contact support department by phone (from France), I got to the answering message which said that I was first on the queue (first surprise), less than a minute later I was speaking to a really nice person who was absolutely helpful and solve my problem in a couple of seconds. Later in the day, I had to contact them again, second surprise, same results. A big BRAVO to the support team!

    John
    ReplyDelete
  17. Hi
    i've send u my docs one month ago!
    and account still not verified!
    ReplyDelete
  18. I live in a different time zone. How to call support after 5pm? There is no Live Support as well and no one attending to the tickets submitted!
    ReplyDelete
  19. Hi!
    I can't remember answer on a second question when I had trying to repair password for my account. What can I do to resolve this problem?
    ReplyDelete
  20. This comment has been removed by a blog administrator.
    ReplyDelete
  21. Hi everyone,

    I will try to answer all of your questions:

    Withdrawing by bank transfer vs. Withdrawing by credit card

    When you withdraw by bank transfer, the funds are sent directly to your bank account. When you withdraw by debit card, the funds also go straight to your bank account, but there is a catch. You can only withdraw your money by debit card if that card is issued by Visa or MasterCard and can be used as a credit card. If you have a regular bank-issued debit card that does not have the Visa/MasterCard logos, then you will not be able to withdraw with that credit card.

    Credit card spending limits

    All AlertPay members can send/spend a monthly maximum of $500 with each credit card they have in their account, and they are allowed to use a maximum of three credit cards in their AlertPay account, bringing their cumulative monthly spending limits of $1500 USD (or equivalent).

    Buyers may have to work out an arrangement with their sellers to send a larger payments in smaller increments. Please note that we will be raising the monthly credit card spending limits in the coming months, but this idea is still in development at the moment.

    Verification

    We understand that the process is getting a little drawn-out, but we are working on automated verification for all AlertPay members so that you can get verified way faster.

    Please remember that you can still use your account to send and receive money and use a credit card online, depending on what is supported in your country.

    Time Zones

    If you need support outside of our business hours, we ask to please submit a ticket with a very detailed description of the issue you are trying to resolve. We can still provide adequate support online. Our Customer Support team is continuously answering tickets so yours will get addresses in due time. We ask you for your patience.

    Lost Security Answer

    Just remember that your answers when you first created them are case-sensitive so you may not be using the correct format. I would suggest trying again and using different cases.

    Also, you can call Customer Support and they will try to help you. You may also submit a ticket and one of our Customer Support Specialists will be able to help out: https://www.alertpay.com/info/ContactUs.aspx

    Thank you all for your questions. I hope I have been of help.
    ReplyDelete
  22. I have to apologize in advance if this suggestion has already been posted.

    To help alleviate the waiting time between phone and email support, have you guys considered the 'live chat' option that some websites have?
    In my opinion, it would be faster than email and more timely than phone support. All this of course, is just a suggestion.

    Besides that, thank you, thank you, thank you, for being a better (again, in my opinion) option/alternative to Paypal. I surely hope that you guys remain in business for the foreseeable future.
    ReplyDelete
  23. Hi,
    I want to ask that once i withdraw funds to my debit card then can i use those funds in the form of "cash" anywhere if i want to??????
    And i live in INDIA so when the funds gets transfered to my debit card then how can we change the currency from USD to INR because you transfer funds in USD??????

    thanks....
    ReplyDelete
  24. Hi,

    Live chat is a great option and that is something that we have considered and are currently considering. It would definitely add value to our support services and eliminate wait times for sure.

    When you withdraw funds to your credit/debit card, the funds belong to you so of course you can spend it where ever you want to. Before withdrawing to your credit/debit card, you must make sure that your bank will accept transfers in any of the currencies we offer for credit card withdrawal (USD, EUR or GBP). Your bank may convert the funds automatically to INR, but you will have to check with them about that.

    Take care and thank you for your patience!
    ReplyDelete
  25. Hi!
    My account was put on temporary hold in month of december only. I have opened 3 support tickets but no reply from your side. I have submitted documents also and i m still waiting for my account to get into normal condition. Please help me to get my account back as soon as possible. You also support phone verification. I tried to look for that option but i could not find it. Please take me out of this as soon as possible. I need my account urgently.
    Thank you
    ReplyDelete
  26. Hi,
    I want to ask that the funds which are withdrawn to credit/debit card can be used as cash or not???
    ReplyDelete
  27. Hi Sudesh,

    We understand that it is a hassle to have to wait to be verified, but our verification processes are still largely manual so it takes some time to get verified, especially since our member base is growing every day.

    But you will happy to know that we are working on (and releasing very soon) a more automated verification process - this way you only have to wait a few moments or days rather than weeks at a time.

    Regarding the second question, if you withdraw money to your credit/debit card, it is your cash to do with what you please. If your own local currency is not supported, then the funds will be automatically converted to your own currency. Then you can spend it, save it, give it away, whatever you want. Any money withdrawn from your AlertPay account is, of course, REAL MONEY!

    Take care!
    ReplyDelete
  28. do u have a fax number to send documents to get verified?
    ReplyDelete
  29. Hi,

    You can only submit verification documents by mail or by uploading them directly into your account.

    Please visit our knowledgebase for more information on account verification: https://helpdesk.alertpay.com/index.php?_m=knowledgebase&_a=view&parentcategoryid=17&pcid=0&nav=0

    Thanks!
    ReplyDelete
  30. This comment has been removed by a blog administrator.
    ReplyDelete
  31. I deposited money by bank transfer, only to have the money returned to my bank account with the comment "INCORRECT ACCOUNT NUMBER".

    I have checked, and it was sent from the account that I have sent from before, and was sent to the account that is listed on my deposit details.

    I submitted a support ticket, but several days have passed without it being looked at. I even included a scan of the letter from my bank with the BSB and Account number clearly listed as being the same as the information you gave.

    Do I resend it to the same account and *hope* that it will go through this time?
    ReplyDelete
  32. Hi,
    I opened an account with you a while back and do not remember how it was set up other than a different user name. I have just opened another account and I am trying to use my same bank inf and the system will not allow it. What do I do?
    ReplyDelete
  33. Hello,
    I want to ask that when i withdraw funds to credit card ... it means that those funds will also go to my bank account only??????
    ReplyDelete
  34. When we set up our account we did not see a place to add a spouse to the account. We called but the lady on the phone spoke very broken English and I could not make her understand what I was trying to find out.

    We set up an account separate account for my wife, but we only have one creditcard that will allow the use of alert pay and alter pay blocks the entry of that card since already in use on my account. Is there anyway to just add my spouse on my account and if not can we get an okay to use the same cc on the other account? Thanks Mel Duplisea
    ReplyDelete
  35. Hi,

    Bank Transfer Issue

    You can either wait a little longer until our Support team gets back to you or you can delete your bank account from your AlertPay account and re-add it. But I would recommend waiting just a little longer until Customer Support replies to your query.

    Opening a New Account

    The reason why you cannot add your bank account is because it has been added to another account. The best solution would be to contact Customer Support as they will be able to provide you with the advice you need to get your account started: https://www.alertpay.com/info/ContactUs.aspx

    Credit Card Withdrawal

    When you withdraw money to your credit card, your credit card will be funded; the money does not go to your bank account UNLESS you withdraw money to a debit card that has been issued by Visa or MasterCard.

    You can withdraw funds directly to your bank account by bank transfer (if this service is supported in your country) or by bank wire.

    Adding Spouse to AlertPay Account

    There may only be one member registered for one AlertPay account as we do not have an authorized user capability.

    But this feature is something we're working on. You can call us with the names of the people you would be like to authorize to use your account and we can put a note in your account.

    The best thing to do would be to open one account for the both of you and use it when ever you feel like it. But if you ever call in for support, the person under whom the account is registered will have to be present for the call.

    Further note that a credit card can only be on one account at a time, so if you attempt to add the same card to two different accounts, you may run into problems. It would be better to just use one account.

    Thanks for your questions.
    ReplyDelete
  36. I was sent two emails confirming two separate micro-deposits into my personal account, however, there is no record of deposit in my account. Can't get through on the phone. How do I proceed from here?

    Brian
    ReplyDelete
  37. Hi,
    Above you have answered to one of your clients that when we withdraw funds to our credit card then our credit card will be funded and the money does not go in our bank account....so what is meant by that??????

    Thanks..
    ReplyDelete
  38. Hi,
    I have withdrawn some funds to my debit card which is issued by mastercard.....So I want to ask that the bank will charge some fee to transfer those funds to my debit card/bank account????
    ReplyDelete
  39. Hi Brian,

    If you added your Canadian or US bank account and have not received your micro deposits within 5-6 business days, you may need to delete your bank account from your AlertPay account and re-add it.

    But please contact your bank to verify your banking details. It could be that you entered some incorrect information.

    Since you say that you are "confirming" your micro deposits even though you say that your statement doesn't show them, it sounds like you did receive them somehow. If you did, please try confirming them like this:

    1. Login to your AlertPay account.
    2. Click on "Profile".
    3. Under "Financial", click on "Bank Accounts".
    3. Click on "Deposits Sent".
    4. Enter in your two micro deposit amounts and click on "Submit".

    If it has not yet been 5-6 business days, please wait a few days longer.

    Thank you for your understanding.
    ReplyDelete
  40. Hi,

    About Credit Cards

    When you withdraw funds to your credit card, the funds go onto your credit card - unless your credit card can be used as a debit card. In this case, you can withdraw to your bank account with your debit card, BUT your debit card must be issued by Visa or MasterCard.

    Regarding fees, your bank may have currency conversion fees if you cannot withdraw in your local currency.

    For example, if you are withdrawing $50 USD to your Indian credit card, then your bank will automatically convert your USD withdrawal to Rupees. Please ask them about any fees they may charge for that service.

    The only fee we charge is a one-time processing fee of $5 USD (or equivalent). Please see our Fees page for more information: https://www.alertpay.com/info/Fees.aspx

    Thank you for your questions.
    ReplyDelete

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