Bitstamp Progress Update
Over the past couple of months, Bitstamp has been doing everything in our power to put an end to the delays caused by the crypto rush. A couple of weeks ago, our CEO, Nejc Kodrič, issued a public message, where he explained why the delays are occurring and what we are doing to fix them. This post is a status update on the progress we have made since then.
Identity Verification Improvements
We have made significant improvements to our verification process, by implementing two additional automatic identity verification services.
We have already processed most of our outstanding verification requests, but, unfortunately, certain requests cannot be processed automatically. In those cases, we still have to do it by hand and that takes time. If you are still waiting for your account to be verified, please know that we are doing everything we can and will process your request in the shortest possible time.
Further upgrades are on the way, to make our verification process simpler and faster. Bitstamp customers can soon expect an improved, more user-friendly way to submit their verification requests. More updates are coming soon.
Customer Care Center Improvements
We have added a new support channel - you can now directly contact our support team on Twitter, with the handle @SupportBitstamp. This channel is for any questions you might have for Bitstamp support. Please keep in mind, however, that we can only use Twitter to provide you with information. If you have an issue that requires technical assistance, please open a support ticket on our webpage.
Call center preparations are also on track, so that customers will be able to contact our support team on the phone. By offering another channel of communication, we hope to increase transparency and expedite issue resolution.
Our support team is diligently working their way through open tickets. Our main priority are tickets related to bank transactions, credit card issues, and crypto transfers. Other tickets are still being processed, but preference is given to issues involving money or coins. We believe that this triage system will help us serve you better in the short term, but rest assured that, in time, all open tickets will be processed, regardless of what the issue is.
Our main goal is to provide a quality service and we understand that our customers are frustrated with delays. We are growing our support team as fast as we can, but each new employee needs time to get up to speed.
Please help us serve you faster by only opening one support ticket for each issue. Please do not open a new ticket to reply to us or to remind us about your issue. We are aware of all open tickets and will definitely not forget about you. Opening multiple tickets on the same issue will only mean it takes us longer to help you.
Other Improvements
Fiat deposits and withdrawals are now being processed within the usual timeframes, with only some exceptions taking longer (cases related to our KYC procedures, third party deposits and incorrect transfers).
We continue to scale our headcount in all departments and are constantly working to improve our processes. Over the past few months, we have been working around the clock and the results are starting to show. We appreciate your continued support and ask for a little more patience as we fully get back on top of things. More progress updates will follow on our usual channels.
Best,
The Bitstamp team.
Identity Verification Improvements
We have made significant improvements to our verification process, by implementing two additional automatic identity verification services.
We have already processed most of our outstanding verification requests, but, unfortunately, certain requests cannot be processed automatically. In those cases, we still have to do it by hand and that takes time. If you are still waiting for your account to be verified, please know that we are doing everything we can and will process your request in the shortest possible time.
Further upgrades are on the way, to make our verification process simpler and faster. Bitstamp customers can soon expect an improved, more user-friendly way to submit their verification requests. More updates are coming soon.
Customer Care Center Improvements
We have added a new support channel - you can now directly contact our support team on Twitter, with the handle @SupportBitstamp. This channel is for any questions you might have for Bitstamp support. Please keep in mind, however, that we can only use Twitter to provide you with information. If you have an issue that requires technical assistance, please open a support ticket on our webpage.
Call center preparations are also on track, so that customers will be able to contact our support team on the phone. By offering another channel of communication, we hope to increase transparency and expedite issue resolution.
Our support team is diligently working their way through open tickets. Our main priority are tickets related to bank transactions, credit card issues, and crypto transfers. Other tickets are still being processed, but preference is given to issues involving money or coins. We believe that this triage system will help us serve you better in the short term, but rest assured that, in time, all open tickets will be processed, regardless of what the issue is.
Our main goal is to provide a quality service and we understand that our customers are frustrated with delays. We are growing our support team as fast as we can, but each new employee needs time to get up to speed.
Please help us serve you faster by only opening one support ticket for each issue. Please do not open a new ticket to reply to us or to remind us about your issue. We are aware of all open tickets and will definitely not forget about you. Opening multiple tickets on the same issue will only mean it takes us longer to help you.
Other Improvements
Fiat deposits and withdrawals are now being processed within the usual timeframes, with only some exceptions taking longer (cases related to our KYC procedures, third party deposits and incorrect transfers).
We continue to scale our headcount in all departments and are constantly working to improve our processes. Over the past few months, we have been working around the clock and the results are starting to show. We appreciate your continued support and ask for a little more patience as we fully get back on top of things. More progress updates will follow on our usual channels.
Best,
The Bitstamp team.