If you can't increase your Bitso account limits, it's usually due to one of these reasons: an issue with your documents, a duplicate account, or a suspension linked to your registration. Here's what each case means and what to do.

Your documents weren't validated

If we told you we were reviewing your documents but the validation never finished, it's likely one of these issues:

• Your government-issued ID is expired: for regulatory reasons, we can only validate documents that are still valid.
• The photo you sent is low quality: if the details aren't clearly readable, our system can't validate it.
• Your proof of address isn't valid: this happens when the document is more than three months old or shows a different address than the one on your account.
• Your proof of income isn't valid: this happens when the document doesn't show enough income or doesn't meet the required format.

You have a duplicate account

Bitso only allows one active account per person. If you already have an account linked to your ID, you won't be able to validate a new account with the same document. If you think this is your case, or you don't remember opening a previous account, contact our team to resolve it.

Your account was suspended

If your account was suspended shortly after you signed up, you may have accidentally selected the option indicating you're a Politically Exposed Person (PEP). When this happens, your account stays suspended until our team reviews your case.

What to do if this happens to you

If you're in any of these situations, contact our team through chat or by submitting a support request so we can help you resolve it.