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.
  1. 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.
  1. 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.
  1. 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.
  1. 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.
  1. 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.


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