If your transfer has not been added to your Bitvavo account, even though you completed the payment process, it could be due to one of following causes:

  1. You have used a SEPA payment (bank transfer).

    • If you did not include the right description for your payment, your payment cannot be added to your account. The payment will automatically be returned to your bank account.

    • If you have made a SEPA payment from a Dutch bank account, the amount will be added within 1 workday (mo-fr).

    • If you have made a SEPA payment from a international bank account, the amount will be added within 2 workdays (mo-fr).

  2. The name of your bank account is (slightly) different from the name of your Bitvavo account.

    This might be the cause if you used a joint bank account. Please upload a copy of your debit card which proves that you are the owner of the bank account.

  3. The payment was made through a business bank account

    Unfortunately Bitvavo cannot accept payments made from a business bank account to your private account. The payment will therefore be automatically returned to the business bank account number.

  4. The payment has been made in a currency that Bitvavo does not support.

    It is only possible to transfer funds which are in EUR (€). As Bitvavo does not support other monetary currencies, these payments will automatically be returned to your bank account.

  5. The payment has been made from a country which is not supported by Bitvavo.
    Unfortunately Bitvavo cannot accept payments from bank accounts issued by a credit institution which is established in a country not supported by Bitvavo. The payment will automatically be returned to your bank account.

  6. The account is locked for euro deposits, as you created a second account.
     If you create a second account at Bitvavo, this second account will be blocked automatically for euro deposits. You can find more information about second accounts via the article 'Can I create a second account?'

If your payment has not been added to your account, and it was not because one of the causes mentioned above, please contact our support team. You can do so by sending an email to support@bitvavo.com.

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