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 live chat and email. 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 two ways: via live chat or via email.
All support channels are supported by our AI assistant for quick answers, and a human Support agent is available when needed.

Chat support

You can contact us via live chat through the Bitvavo app or website. We recommend reaching out to us from a logged-in state for the fastest and most secure support.

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 and 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.

Can't log in or don't have an account?

If you do not have a Bitvavo account or are unable to log in, you can contact us via the Help Center webchat or email.

Help Center webchat

Go to support.bitvavo.com.
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.

Email support

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

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

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.