How can I regain access to my account if I’ve lost access to my email address, phone number, or device?

Summary
This article explains what to do if you can’t log in to your Bitvavo account because you no longer have access to your email address, phone number, or device. You’ll learn how to start the re-verification process to confirm your identity and restore access to your account and funds.

If you’re unable to log in to your Bitvavo account, it’s likely due to security features such as Two-Factor Authentication (2FA) or device verification. These features are designed to protect your account.

If you’ve lost access to your registered email address, phone number, or device, you can recover your account by completing the re-verification process.

Start the re-verification process

What to do

Follow the steps below to restore access to your account:

1. Enter your account details
Provide the email address currently linked to your Bitvavo account, along with your registered phone number.

2. Verify your linked IBAN
Enter the bank account number (IBAN) that is connected to your Bitvavo account. This step confirms that you are the rightful account holder.

3. Enter your new email address
Submit the new email address you want to use for your account going forward.

4. Verify your new email address
You’ll receive a six-digit one-time password (OTP) at your new email address. Enter this code on the next screen to continue.

5. Complete identity verification
Record a short video of yourself. We’ll compare this video to the ID you submitted when you created your Bitvavo account.

6. Access restored
Once your identity is confirmed, access to your account will be restored. You’ll receive a confirmation email at your new address.