Why did I receive an unexpected email about a failed login attempt?

Unexpected email

If you received an email about a failed login attempt, but you did not triggered this by yourself, this means that someone else tried to login to your account. Please carry out the below steps immediately:

  1. Contact Bitvavo
    Contact Bitvavo immediately by sending an email to support@bitvavo.com. Put “Urgent” as the subject of the email. We will take on your request as soon as possible and (if necessary) block your account.
  2. Change your password
    Even though the perputrator does not (yet) has access to your acount, it is highly recommended to change your password. Do this by:
    1. Login to your Bitvavo account.
    2. Click on your name in the top-right corner and choose “Settings”.
    3. Click on “Change password” .
    4. Put in your current and new password.
  3. Enable 2FA (if you did not enabled it already).
    2FA is an additonal securtity measure, besides your password, for your Bitvavo account. You can enable two-factor authentication by follwoing the below steps:
    1. Login to your Bitvavo account.
    2. Click on your name in the top-right corner and choose “Settings”.
    3. Go to the header “Security settings”.
    4. Press on the button “Enable”, next to “Two-Factor authenticaton”.
    5. Fill in your password.
    6. Download the Google Athenticator or Authy app.
    7. Scan the QR code with the Google Authenticator or Authy app.
    8. Fill in the code that is displayed on your phone.

By following the abovementioned steps, any potential lost can be minimalised as soon as possible.


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