From time to time, Bitso may ask you to confirm or update the personal information related to your identity verification. This applies to all users, even if nothing has changed on your account.
Why are you getting this request?
As a regulated financial platform, Bitso has to keep the identification records it holds on you accurate and up to date. You may get this request when your government-issued ID has expired, or when details like your address, occupation, source of funds, or monthly income were last confirmed more than 12 months ago.
What will you need to send?
You only update what needs review, not your entire initial registration. Depending on your case, this can include a new scan of your government-issued ID, only if the one on file has expired, and confirming or updating your address, occupation, source of funds, or monthly income. Your current information appears pre-filled whenever possible, so if nothing changed, you only need to review and confirm it. The process usually takes about 2 minutes.
How to update your information
- Open the Bitso app on your phone.
- Look for the notice on your home screen asking you to update your information.
- Tap "Update information" and follow the steps.
- If asked, scan your ID and take a selfie.
- Review your pre-filled information and correct anything that changed.
- Submit. You will see a confirmation screen once Bitso receives your information.
You can only complete the update in the Bitso app. If you see the notice on bitso.com, scan the QR code with your phone to open the update directly in the app. If you don't have the app installed, the QR code takes you to the app store first.
Your deadline
You have 30 days from the moment Bitso first notifies you. Bitso sends reminders by email and push notification as the deadline approaches. The exact deadline for your account appears in the notice inside the app.
If you don't complete the update by the deadline, your account gets restricted: you won't be able to make deposits through your local transfer method, conversions, or Alpha trades. You keep normal access to your account and can still make withdrawals.
Completing the update does not change your account level or limits. They stay exactly the same once confirmed.
Didn't work? Here's what to do
If your ID scan does not verify on the first try, you can try again.
If the notice does not display correctly or you cannot complete the steps, check that you have version 4.18.0 or later of the Bitso app installed. If not, update the app from your app store and try again.
If the problem continues after updating the app and trying again, contact our support team.