What should I do if I suspect a third party has access to my Bitvavo account?

We suggest you to follow these steps In the unlikely event of a third party acquiring access to your Bitvavo account:

1. Contact our compliance department

• Send an email to compliance@bitvavo.com.
• Please indicate in the title of the email that it is urgent. Explain in the body of the email that your account has been compromised.
• We will find out for you whether a third party has access to your account and will take measures accordingly.

2. Reset your password

• Create a new password for your Bitvavo account which is difficult to guess. Also, do not use a password that you also use for other online accounts.
• How to create a strong password is explained here.

3. Enable two-factor authentication

• Enable two-factor authentication for your account. This will make your account even more secure and it will require you to enter both your password and a code on your mobile in order to log in.
• What two-factor authentication is and how to enable it is explained here.

4. Reset the password of your e-mail account and enable two-factor authentication here as well

• Make sure your e-mail account linked to your Bitvavo account is properly secured. Do this by enabling two-factor authentication for your email account and periodically check haveibeenpwned.com to make sure your email account has not been hacked. Again, set a new password that is difficult to retrieve. Also, do not use a password that you also use for other accounts.

5. Consider formatting your computer

• Contact compliance at compliance@bitvavo.com. Ask if there is any malware
• If there is a possibility of malware, we recommend that you wipe your hard drive completely and reinstall Windows.

6. File a police report

• It is not allowed for a third party to log into your Bitvavo account as this is punishable under (Dutch) law.
• We always recommend that you report to the police if a third party has accessed your account, especially in cases where you did not consent.