Why has my euro deposit not been credited yet?

If your deposit has not been added to your Bitvavo account, even though you completed the payment process, it could be due to one of the 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 an 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 case if you used a joint bank account. Please upload a copy of your debit card showing that you own 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. You have (accidentally) created a second account.
   Unfortunately, it is not allowed to open more than one Bitvavo account. This is due to the strict AML (Anti-Money Laundering) regulations we must adhere to, as stated in our terms and conditions, under article 2.7. For this reason, a new account is automatically blocked and cannot be activated. You can find more information about second accounts via the article "Can I create a second account?"

   In this case, please email us at support@bitvavo.com stating that your new account is blocked. Afterwards, you should delete the new account. Our support team can then, based on your new account's ID verification, transfer your email address to your original account. You can use the original account again by resetting the password.

5. The payment has been made in a currency that Bitvavo does not support.
   It is only possible to transfer funds in EUR (€). As Bitvavo does not support other monetary currencies, payments in other currencies will automatically be returned to your bank account.

6. 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 that is established in a country not supported by Bitvavo. The payment will automatically be returned to your bank account.

7. You have used iDEAL deposits.
   iDEAL deposits are usually processed immediately, but due to internal checks and system processing it can sometimes take up to 10 minutes before the amount appears on your balance. If your deposit is not visible after a few minutes, you can refresh the wallet page to update your balance.

If your payment has not been added to your account, but it was not because of one of the causes mentioned above, don't hesitate to contact our support team. Please feel free to email us at support@bitvavo.com.