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

Unexpected email

If you have received an email about a failed login attempt, but this is not dude to your own actions, it means that someone else has tried to login to your account. Please carry out the steps below immediately:

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

By following the steps mentioned above, any potential loss can be minimized as soon as possible.


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