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.

If the re-verification process does not work

If the regular re-verification process does not work, you can complete the process by sending us a photo. Please follow these steps:

1. Take a clear selfie in which you hold your identity document.

2. Write today’s date on a handwritten note and make sure it is also visible in the same photo.

3. Send this photo as an attachment in your email to Bitvavo.