How do I contact the support team?

You can contact our support team via the following methods:

  1. Live chat.
  2. Email.

Please noteBitvavo only offers Phone support on appointment. You can request and schedule a phone call via email. Also, our support team will never ask you to share your password or 2FA code, or request you to download external sign-in software. If you do receive such a request, please get in touch with us as soon as possible.

Live chat

You can find our live chat in the lower-right corner of our support website. The live chat will open when you click on the chat icon. We cannot provide any account detail information via Live Chat. Our chat bot is available 24 hours a day for your support questions. Our live chat is available on:

  • Business days: 10:00 - 17:00 
  • Weekends: 10:00 - 15:00 

Email

You can contact our support team by sending an email to support@bitvavo.com. In order to receive help quickly and efficiently, we kindly request you to:

  1. Send the request with the email address that is connected to your Bitvavo account;
  2. Provide as many details as possible on your question and its circumstances;
  3. If applicable, add a screenrecording, screenshots, the transactioninformation or the page you have a question about.

Support by email is available on:

  • Business days: 08:00 - 21:00.
  • Weekend: 09:00 - 21:00.

We aim to reply to every email within one business day, though it may sometimes take a bit longer. We will answer your questions as soon as possible. 

Note: Confirmation emails from our system, such as a recording and 2FA reset, come from no-reply@info.bitvavo.com, no-reply@bitvavo.com and no-reply@news.bitvavo.com. These emails contain an anti-phishing code when enabled.
For support we use support@bitvavo.com. These emails do not contain an anti-phishing code. 

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