My phone has been stolen, what should I do?

Summary

Has your phone been stolen? No worries! This article explains how to quickly take action to secure your Bitvavo account. We’ll show you how to contact Bitvavo, secure your email account, and regain access to your account. Follow these steps to prevent unauthorized transactions and protect your digital security.

Step 1: Contact Bitvavo

Send an email immediately to fraud@bitvavo.com with the following information:

• The phone number linked to your account
• The email address you use for Bitvavo
• A brief explanation of what happened and why you no longer have access to your phone

Once we receive your message, we will temporarily block your account for outgoing transactions. This prevents unauthorized transactions and minimizes potential damage.

Step 2: Secure your email account

If your email was accessible on your stolen phone, take immediate action:

• Change your email password to prevent unauthorized access.
• Enable two-factor authentication (2FA) for extra security.

Step 3: Regain access to your Bitvavo account

To regain access to your account, we require verification:

1. Take a clear selfie holding your identity document.
2. Write today’s date on a handwritten note and hold it in the picture.
3. Attach this photo to your email to Bitvavo.

After verification, we will restore access to your account as soon as possible.

Protect your digital security and take immediate action!