Account management FAQ

Updated September 11, 2024 15:14

How do I change my email?

I have access to my Bitbuy account:

Navigate to the Profile page and tap the current email address in the app or click ‘Change’ on the website to edit. You will need to have your password (and 2FA if applicable) ready in order to edit your email address.

The new address will receive an email to finalize the changes made. If you are experiencing difficulty locating this email, please contact Support. Once completed, you should only use the new email address to sign into your account.

I don't have access to my Bitbuy account:

Please reach out to our Support team for help with updating your email address.

Please note that any changes made to your email address will result in a temporary 7-day wait period for withdrawals. This is an automated security measure. You can contact our Support Team to shorten this wait period if you wish to have it removed before it is set to expire.

How do I change my password?

There are two ways to change your password:

From the Sign-in page
- Simply click ‘Forgot password?’ and enter your email address. You should receive an email with instructions and a direct link to change your password.
- If you are experiencing difficulty locating this email, please contact Support.
From within your account
- Navigate to the Profile page, then click Password.
- You will need to enter your current password, and then create a new password.

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Please note that any changes made to your password will result in a temporary 72-hour wait period for withdrawals. This is an automated security measure. You can contact our Support Team to shorten this wait period if you wish to have it removed before it is set to expire.

How do I enable 2FA on my account?

Enabling 2-factor authentication on your Bitbuy account adds an extra layer of security. For step-by-step instructions, check out this article on Setting up 2-factor Authentication (2FA).

How do I disable 2FA on my account?

The steps taken to disable 2FA on your account differ based on whether you are able to log in or not:

I can log in -- Navigate to the Settings and select ‘Turn off’ next to 2-step verification. You will see a warning message informing you that disabling 2FA will result in a 7-day withdrawal wait period as a security precaution. Click ‘Continue’ and enter the 6-digit code from your Authenticator app once again to disable 2FA.
I can’t log in -- Please contact our Support team. Be prepared to be asked to verify your identity in order to confirm that the account holder is making the request.

Please note that disabling 2FA will result in a temporary 7-day wait period on withdrawals. This is an automated security measure. You can contact our Support Team to shorten this wait period if you wish to have it removed before it is set to expire.

How do I update my phone number?

Once you’ve added a phone number to your account, you can see it along with your other details in your Profile. If you’re looking to change the number we have on file, you’ll need the help of our Support Team! Contact us here.

How do I update my home address?

Please follow the steps below to have your home address updated by a member of our support staff:

Get in touch with us here with the following:

Your new physical home address
An attachment of a proof of address document:

A current proof of address document with your full name and new address on it (screenshots or redacted documents are not acceptable, please send the original pdf)

Please note that a P.O. box address does not qualify as a valid home address. For Bitbuy users who live in areas with no evident street address, please provide a Legal Land description.

Your proof of address document must meet the following criteria:

Your first & last name;
Your full address (with postal code);
Dated within the previous 3 months.

These are acceptable proof of address documents:

Any of the following statements from the Federal, Provincial/Territorial or Municipal levels of government:
Canada Pension Plan Statement of Contributions (CPP)
Statement of Employment Insurance Benefits Paid (T4E)
Statement of Old Age Security (T4A)
Statement of Canada Pension Plan Benefits (T4A)
Statement of Remuneration Paid (T4)
Notice of AssessmentGoods and Services Tax/Harmonized Sales Tax (GST/HST) Notice (the actual cheque itself is NOT acceptable)
Digital Record of Employment (ROE) (handwritten copies are NOT acceptable)
Canada Child Benefit Notice (CCB)
Property Tax Assessment Municipal Utilities Statement
CRA Requirement to Pay Notice
CRA Instalment Reminder / Receipt
Workplace Safety and Insurance Board Statement of Benefits (T5007)
Provincial/Territorial Vehicle Registration (only accepted if dated)

Any of the following statements from a bank, trust company or credit union:

Bank Statement for a Chequing, Savings, Tax Free Savings Account (TFSA)
Any Credit Card Statement
Registered Education Savings Plan (RESP)
Registered Retirement Savings Plan (RRSP)
Registered Retirement Income Fund (RRIF)
Registered Home Ownership Savings Plan (RHOSP)
Mortgage Statement

Any of the following utility bills*:

Water
Hydro (Electricity)
Natural Gas
TV (Cable / Satellite)
Home Phone/Internet
*Note that Mobile Phone bills are NOT acceptable utility bills.

Any letter, transcript or bill issued by a Canadian university or college.

Any letter, statement, bill or certificate issued by an insurance company registered in Canada:

Home Insurance
Tenant Insurance
Auto Insurance i.e. “Pink Slip”
Life Insurance

How do I update my name on my account?

If you’re looking to change the legal name we have on file, you’ll need the help of our Support Team! Contact us here.

In order to change the legal name of the account holder, we will need to see legal documentation of the name change as well as a current piece of ID.

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