Follow these steps to reset your password on Bitso.

1. Open the password reset form to start.
2. Confirm your details and click Continue to confirm that you understand the consequences of resetting your password.
3. Select your account type and enter the details you registered with: country of residence, email address, and date of birth. Important: the country you select here must match the one registered in your account, even if you are somewhere else right now.
4. When you complete these steps, a screen confirms that a link was sent to your email address. Click Reset password in that email to receive a code by SMS.
5. Return to the Bitso website and enter the SMS code you received on your phone.
6. Create your new password. Use at least 8 alphanumeric characters and avoid repeating previous passwords. Your password can't include your email address or the part before the "@".
7. After you confirm the change, we take you to the login page so you can sign in with your new password.

What happens after you change your password

For security, after you change your password or your two-step verification, withdrawals are paused for 24 hours.

Didn't work? Here's what to do

If you see a message saying the password can't contain a user identifier: your new password includes your email address or the part before the "@". Choose a password without those words.

If you see a message saying you reached the maximum number of attempts: you made several failed attempts to reset your password. Wait before trying again. Each new attempt restarts the wait, so don't try again until the full time has passed.

If you don't receive the SMS code, check these common causes before requesting a new one:

• Weak signal: turn your phone off, wait 30 seconds, and turn it on again.
• Third-party apps: some spam-blocking apps can prevent SMS messages from arriving.
• Full phone memory: free up space so your phone can receive new messages.
• Do not disturb or airplane mode: turn them off before requesting a new code.
• Blocked short numbers: contact your phone carrier to confirm that your plan allows messages from short numbers.
• International roaming: check that your phone has signal and is not roaming.
• Blocked numbers: check that you haven't blocked Bitso's number on your phone.

You can request the SMS code up to three times. If your phone number is wrong, update it in your account settings before requesting a new code.

If you still need help after three attempts with the SMS code, contact our support team through the chat in the app or on the website.