Why am I having problems logging in?

This article explains common login and registration issues on the Bitvavo website and app. It provides troubleshooting steps for network problems, incorrect passwords, two-factor authentication (2FA) errors, and device confirmation.

We are sorry to hear that you are experiencing problems logging in or registering. These problems can occur on our website and app and can have multiple causes. See below for more information and the actions you can take.

VPN, ad blockers, and network issues

Software or network settings that block or filter your connection are a common cause of login problems. They can cause redirect loops, missing login screens, or repeated device confirmations. Please check the following:

• Disable your VPN or private relay (such as iCloud Private Relay) and try again over your regular connection.
• Disable ad blockers and tracking protection, both browser extensions and apps. These can block the connection to our login service.
• Try mobile data instead of Wi-Fi. Some home or office networks filter connections at the router level, which can block the login page from loading.
• Corporate networks and devices with security software can also interfere with logging in. If you are on a work device or network, try a personal device or network instead.

Incorrect password

If you receive the message that your password is incorrect, you can reset it. How to do that is described in this article.

Incorrect or unavailable 2FA code

Two-factor authentication (2FA) is required on all Bitvavo accounts. If your 2FA code is not accepted, first check that the time on your phone is set to update automatically, as authenticator codes depend on accurate device time. If the code is still not accepted, or you no longer have access to your authenticator app, you can reset your 2FA. How to do that is described in this article.

Auth0 login issues

In some cases you might see an error code (for example: e52e78fbadd2886b3ea4) or keep getting redirected back to the login page. In these cases, please try the following:

• Enable cookies. The issue may be caused by cookies being blocked in your browser. These articles explain how to enable them on Android and iOS. Once cookies are allowed, try logging in again.
• Check external apps. Anti-virus software can sometimes block the connection to our login provider. Temporarily disable it and try again.
• Switch browsers. Try a different browser, for example switching from Safari to Chrome on iPhone, or from Chrome to your default browser on Android.

Gmail addresses with dots

If you registered with a Gmail address, you may need to enter it without dots to log in. For example, j.smith@gmail.com becomes jsmith@gmail.com. For more information, see 'Why do I need to log in without a dot in my Gmail address?'.

Device confirmation

In some cases, we ask you to confirm a new device or browser via a link sent to your email address. This is a security measure that protects your account against unauthorised access.

If you did not receive the confirmation email:

• Check your spam or junk folder.
• Make sure you are checking the inbox of the email address linked to your Bitvavo account.
• Wait a few minutes and request the email again.

If you did receive the email but confirming does not work:

• Open the confirmation link in the same browser you are logging in from. If the link opens in a different browser or app, the wrong browser is confirmed and you will be asked to confirm again.
• Do not log in using incognito or private mode. Your browser forgets the device as soon as you close the window, so you will be asked to confirm it again next time.

App

Forgotten pin
Select 'Forgot pin' on the login screen. You can then log in again and set a new pin code.

Reinstall the app
Sometimes the app needs to reconnect to our servers. Remove the app from your phone and reinstall it, then log in with your email address, password, and 2FA code. Your account and balance are not affected by deleting the app.