Summary: In this article, you will find out why your Bitvavo wallet might look empty once you log in and learn how you can quickly resolve it. We cover several possible causes, such as a visual bug in the app or accidentally creating a new account. We also explain what to do if you no longer have access to your old account.
Why does your balance appear missing?
Below are the most common reasons your wallet might appear empty. Follow the steps to get your balance showing again.
1. It could be a visual bug
Sometimes, there’s a temporary visual error (a “display bug”) in the Bitvavo app that prevents you from seeing your funds. Please note that your funds are not lost; this is only a display issue.
How do you fix this?
Reinstalling the app usually helps clear the bug.
- Delete the Bitvavo app from your phone.
- Install the latest version from one of the links below.
- Open the app again and log in with your email address and password.
2. You may have created a new account by mistake
Another reason your balance might look like it’s missing is if you accidentally created a brand-new account instead of logging into your existing one.
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Double-check your email address
Log out and log back in, making sure to enter the correct email address.
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Gmail “dot” confusion
If you have a Gmail address, keep in mind that Gmail ignores dots in email addresses. For example, jane.doe@gmail.com might be recognized as janedoe@gmail.com. Your address could be registered at Bitvavo without the dot. If you think you created a second account due to the Gmail dot, please contact support@bitvavo.com. We can help correct this for you.
3. You do not have access to your old account anymore
If you made a new account because you can’t log in to your old one, we can still help you restore your old account by changing its email address to your new one.
How to change your email address
- Remove (delete) the new account you just created.
- Contact us at support@bitvavo.com and provide the following:
- Your current/old email address
- Your desired (new) email address
- A photo of yourself holding your ID and a piece of paper showing today’s date (both must be clearly visible)
By sending this information, you explicitly authorize us to process your personal data and restore access to your account in accordance with our privacy policy. Once we have received and approved your information, we will update your old account’s email address to the new one.
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