Why did I not receive an email? – Bitvavo Help Center

Summary

If you didn’t receive an email from Bitvavo, this article explains the most common reasons, such as spam filtering, full inboxes, or bounce errors, and how to fix them.

Introduction

Not receiving an expected email can happen for several reasons. This article helps you identify the cause and restore email delivery so you can continue using your Bitvavo account without issues.

Step-by-step troubleshooting

1. Verify your email address

Make sure you entered the correct email address linked to your Bitvavo account. If you used a different address, you won’t receive any emails. If you’re unsure which address is connected to your account, read this support article.

If you are registering a new account and do not receive a confirmation email, it’s possible that you already have a Bitvavo account with this email address. Please check if that’s the case. You can try logging in and, on the password step, click “Change email or password” to reset your password.

2. Wait a few minutes

Depending on your email provider, delivery might take up to 10 minutes. If you still haven’t received the message after that time, continue below.

3. Check your spam or junk folder

Your provider may have marked the message as spam. If you find a Bitvavo message there, mark it as “Not spam” or “Not junk”.

Add these addresses to your contacts or safe senders list:

no-reply@bitvavo.com
no-reply@info.bitvavo.com

4. Check if your inbox is full (soft bounce)

If your inbox has reached its storage limit, new messages can’t be delivered (soft bounce). To fix this:

Delete or archive large or old emails.
Empty your trash folder.
Request the email again after freeing up space.

Soft bounces are temporary. Bitvavo’s system will usually retry sending for up to 72 hours.

5. Check forwarding and email settings

Incorrect forwarding rules or recently changed email addresses can cause messages to fail. A forwarding rule that sends messages to an invalid address can result in a hard bounce (permanent error).

6. Understand hard bounces

A hard bounce means your email provider rejected the message. This can happen if the email address or domain no longer exists, your mailbox is locked or disabled, or your provider’s filters rejected the message.

In some cases, a hard bounce can also occur due to a one-off issue on the email provider’s side, for example, a temporary glitch, spam filter misconfiguration, or an accidental setting. Even a single occurrence may cause your address to be marked as invalid.

When this happens, Bitvavo’s email provider stops sending further messages to that address to protect overall delivery reputation. To restore delivery, please contact Bitvavo Support so we can review and reactivate your address if needed.

Tip: Didn’t receive the activation email while creating your account? Click “Resend” on the page where you enter the 6-digit code. If you’ve already left that page, restart the verification process to get a new email.

FAQ

What is a soft bounce?

A soft bounce is a temporary delivery issue, such as a full inbox or a temporary server error. Once the issue is resolved, the message can usually be delivered. Bitvavo’s system will retry sending for up to 72 hours.

What is a hard bounce?

A hard bounce is a permanent delivery failure — for example, when an address does not exist or is blocked by the recipient’s server. In this case, Bitvavo stops sending to that address until it is reactivated by Support.

How do I get my address unblocked?

Contact support@bitvavo.com and mention that you are not receiving emails due to a delivery issue. Our team will check your status and reset your email if needed.

Can I use a different email address for my account?

Yes. You can update your Bitvavo account email address, however you might not be able to do this from your account settings. Instead, you can use the re-verification steps in this support article. Make sure to use a new email address that is valid and accessible before confirming the change.