FAQ
What is the Xapo Bank ticketing system?
It is a resource intended to provide the internal customers of Xapo Bank with the means to request design related requests in a focused and efficient way while keeping a record of every interaction.
What is covered by the design services?
Our design services cover areas such as social media campaigns and video creation or edition.
How do I get access to the system?
You can find a registration button on the login page, please fill-up the form with the data requested. If you are authorized as a client by the studio account manager, we will e-mail you informing you about your account activation.
How do the credits work?
For art creation, there are 12 credits, each credit equals one art asset, that is, one banner, one IG post, etcetera; For video creation, there are 80 credits, each credit equals one animation second (1 s). By default, any ticket logged under the video and product launch video category will cost 20 credits. Your agent will adjust the number of credits after reviewing the request.
Whenever you create an asset ticket request, this number of credits will be subtracted from your credit wallet. The quantity of credits available is set according to your monthly plan.
What if I ran out of credits?
Whenever you reach your credit limit, the system blocks the creation of further request. Then you'll need to contact, your account manager, to agree on a plan of action for any additional requests.
What if I need to cancel a ticket?
In case you need to cancel an already booked ticket you must check the status of the ticket, you can cancel tickets when they are labeled as “new” or "on queue", and the credits will be refunded to your wallet. If the request is already “in progress”, please send us a message, we'll review your status and get back to you as soon as possible.
Where can I find the user guide?
You can find a download link at the bottom of the system pages, besides the FAQs button.
What are your support hours?
Our business hours are 8 am to 5 pm CST (GMT -6:00) Monday to Friday. We will respond to any support ticket filled outside these hours the next business day.
What is Turn Around Time (TAT)?
TAT is the agreed time to resolve a request. Typically, videos of 20 s have a TAT of five business days. Art or Image have at least one business day TAT.
There might be instances when the established TAT does not apply due to unforeseen circumstances. In those rare occasions, our agent will reach out to you to explain the reason for the delay and the new expected TAT.
What are natural hours?
It is the time measured from midnight to midnight (GMT -6:00)
I have a request that does not match any of the system categories. I do not know if my request classifies under these categories.
You may send us a message with the details of your request, we'll provide you with guidance or open the ticket for you if possible.
I have not received my user credentials.
It could be that your access has not been authorized. Please send us a message. We'll review your status and get back to you as soon as possible.
The system notifications are not working. There is an issue with the ticketing system.
Please send us a message detailing the problem. We will contact you as soon as possible.