How do I contact the support team? – Bitvavo Help Center

Summary
This article explains how you can contact the Bitvavo Support team. It covers how to reach us by email, live chat, and phone (by appointment). You’ll also learn what kind of help you can get through each channel and what to expect in terms of response times.

How Bitvavo Support works

You can contact Bitvavo’s Support team in three ways: via email, live chat, or by scheduling a phone call.
All support channels are supported by our AI assistant for quick answers, and a human Support agent is available when needed.

1. Email support

Send an email to our Support team from your registered email address.

Email address: support@bitvavo.com

Send your question or issue via email.
Our AI assistant replies instantly with relevant information.
If you still need help, reply to the message.
Your request will be forwarded to a human Support agent.

Tip: Describe your question or issue as clearly as possible. Add a screenshot if needed. It helps us resolve your request faster.

2. Chat support

You can also contact us via live chat through the Bitvavo app or website.

App

Open the Bitvavo app.
Go to the profile menu via the icon in the top-right corner.
Tap Chat with us to start a conversation.
You’ll receive instant help with your question or issue.
If your question requires a human response, the assistant will create a ticket automatically, and a Support agent will follow up.

Website

Go to support.bitvavo.com or log in to your Bitvavo account.
Click the chat icon in the bottom-right corner.
Start a conversation with the Vavo AI assistant.
The assistant will help you instantly or forward your question to a Support agent if needed.

3. Phone support

Prefer to speak to someone directly? You can schedule a phone call with our Support team. To avoid waiting times, we work by appointment only.

Contact us via Live Chat or Email to request a call.
We will send you a personal link to schedule your appointment.
Choose a time that works for you.
A Support agent will call you at the scheduled time.

Tip: Have your ticket number ready or keep your Bitvavo account open during the call so we can help you quickly.

Verify if Bitvavo is really calling you

Log in to your Bitvavo account.
Go to any crypto withdrawal page.
Select “Bitvavo calling? Check it now.”

This tool helps you confirm whether the call is from Bitvavo and avoid phone fraud.

Warning: Bitvavo will never ask for your password or 2FA code over the phone, email, or chat.

Support team opening hours

Our human Support agents are available:

Monday to Sunday: 07:00 – 23:00 (CET)

You can always email us outside of these hours. We’ll reply on the next working day.

Frequently asked questions

Can I call Bitvavo directly?

No, we do not have a direct phone number you can call. To ensure we can help everyone efficiently without long waiting times, we work by appointment. You can request a callback via chat or email.

Why do I need to email from my registered email address?

To protect your account, we can only discuss sensitive topics if you contact us from the email address linked to your Bitvavo account. This allows us to confirm that you’re the account owner.

How fast will I get a response from Support?

We aim to reply within 24 hours. If you contact us during working hours, chat replies are usually faster. Emails sent in the evening or on weekends are answered on the next working day.