Why did I receive an unexpected email to confirm a new device?

If you have received an email to confirm a new device but if this is not due to you, this means that a third party tries to log in to your account using your login data (and 2FA code). In such a case, immediately carry out the following steps:

  1. ContactBitvavo
    Contact the support department of Bitvavo immediately by sending an email to support@bitvavo.com. Give the email the subject "Urgent". Your request will be prioritized and your account will (if necessary) be blocked as soon as possible.
  2. Change your password
    Change the password of your Bitvavo account. You can do this as follows:
    1. Login to your Bitvavo account.
    2. Click on your name at the top right and choose "Settings".
    3. Click on "change password".
    4. Enter your current and desired password.
  3. Enable 2FA (if you did not already have one)
    2FA is an additional security layer, in addition to your log-in data, for your Bitvavo account. You can enable Two-Factor authentication as follows:
    1. Login to your Bitvavo account.
    2. Click on your name at the top right and choose "Settings".
    3. Go to the heading "Safety settings".
    4. Click the "Enable" button next to "Two-factor authentication".
    5. Enter your password.
    6. Download the Google Authenticator or Authy app.
    7. Scan the QR code with Google Authenticator or Authy app.
    8. Enter the code you see.
  4. Check your IP activity
    You can see from which IP address you tried to log in as follows:
    1. Login to your Bitvavo account.
    2. Click on your name at the top right and choose "Logs".
    3. Click on the most recent login attempt.
    4. Then the most relevant IP address is displayed. If one of the IP addresses does not look familiar, you are strongly advised not to confirm the email about the new device.
  5. Change your password from your e-mail account
    In order to ensure that a third party can not confirm the email concerned, it is strongly recommended to change your password for your email account (temporarily).


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