How do I contact the support team?

You can contact our support team via the following methods:

1. Chat.
2. Email.

Please note: 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.

Chat

At Bitvavo, you can start a chat 24/7. First, you'll chat with Vavo, our AI-powered chatbot, which can provide the best answers to clear and detailed questions. If Vavo can't assist you, our staff is available during office hours to help further, with a response time of 1-2 hours. You can always return to the chat to respond and add more information if needed. Chat updates will be sent to you via email.

Email

Please feel free to contact our support team by emailing support@bitvavo.com. To receive help quickly and efficiently, we kindly request you to:

1. Send the request to 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 screen recording, screenshots, the transaction information or the page you have a question about.

Support 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.