If you need to correct or update the phone number linked to your Bitso account, or you no longer have access to that number, follow the steps below. The steps depend on whether you can still access your account.

If you have access to your account

From the app

1. Open the Bitso app and go to your profile.
2. Tap "Security" and then "Change phone number".
3. Read the warning: changing your number disables withdrawals for one day as a security measure. If you agree, tap "Continue".
4. Enter your date of birth and country of residence.
5. Enter the code you'll receive by email.
6. Add your new phone number and confirm it.
7. Enter the code you'll receive by SMS on your new number.

From the web

1. Open the Bitso website and go to your profile.
2. Click "Security", go to the phone number tab, and select "Change".
3. Read the warning: changing your number disables withdrawals for one day as a security measure. If you agree, click "Continue".
4. Enter your date of birth and country of residence.
5. Enter the code you'll receive by email.
6. Add your new phone number and confirm it.
7. Enter the code you'll receive by SMS on your new number.

If you no longer have access to your account

You can change your number on your own with facial recognition, without waiting for our team. Open the chat using the button on this same Help Center page and follow its instructions until you receive a link to start.

Before you start, have a government-issued ID on hand. Your account must have a government-issued ID on file, and you need access to your email and a device with a camera.

The process has these steps:

1. Accept the security notice and enter the email linked to your account.
2. Open the link we send to your email.
3. Complete facial recognition to verify your identity.
4. Enter your new phone number and confirm it with the code we send you by SMS.

For security, withdrawals pause for 24 hours after the change. If you can't use this option, our team will help you. This process can take between 10 and 15 minutes.

Didn't work? Here's what to do

If the email or SMS code doesn't arrive, check that your registered email and phone number are correct, and check your spam folder. If the code arrives with an error or gets rejected, request a new one instead of retrying several times in a row. If the facial recognition check doesn't work or the issue continues, contact our team through chat.