Summary
This article explains the ways you can contact the Bitvavo support team. We describe how to send an email to our support team, when live chat is available, and what you can expect in terms of response times. This article helps you with questions or issues related to your account, transactions, or features within the Bitvavo app or website.
How to contact the Bitvavo support team
Do you have a question, something not working, or need help using Bitvavo? We’re here for you! You can contact our support team in two ways: via email or live chat.
1. Send us an email
You can always email our support team:
- Email address: support@bitvavo.com
We aim to respond to your message as quickly as possible. In most cases, you’ll receive a reply within 24 hours.
2. Start a live chat
On weekdays, you can also contact us via live chat. Here’s how:
- Open the Bitvavo app.
- Go to the profile menu via the icon in the top-right corner.
- Tap on Vavo AI assistant to start a conversation with our AI assistant.
- You’ll get instant help with your question or issue.
- If your question requires further assistance, the AI assistant will automatically create a support ticket. One of our human agents will then get back to you as soon as possible.
- Want to know more about the Vavo AI assistant? Read more on our support page.
- Log in to your Bitvavo account or go to support.bitvavo.com
- You’ll see a chat icon 💬 appear in the bottom-right corner.
- Click the icon to start a conversation with our Vavo AI assistant.
- The AI assistant will help you instantly with your question or issue.
- If needed, the assistant will automatically create a ticket for you. A support agent will follow up as soon as possible.
What are the support team's opening hours?
Our support agents are available on:
- Monday to Friday: 08:00 - 21:00 (CET)
- Saturday and Sunday: 09:00 - 21:00
Outside of these hours, you can always email us. We’ll reply on the next working day.
For support, we use support@bitvavo.com. These emails do not contain an anti-phishing code.
Frequently asked questions
Why do I need to email from my registered email address?
To protect your account, we only answer sensitive questions if you email us from the address that is registered with us. This way, we can be sure you are the owner of the account.
When will I get a reply to my question?
In most cases, we reply within 24 hours. Do you have a complex question or are emailing outside of working hours? Then it might take a bit longer, but we’ll help you as soon as possible.
What kind of questions can I ask via live chat?
You can ask general questions or get help with common issues via live chat. For questions related to account security or making changes to your account, please email us from your registered email address.