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Crypto Exchange FAQs

Getting started and using your account

How do I register?

Registering on Bity.com is as simple as 1, 2, 3:

  1. Go to Bity.com and register with your email address to get started. For registration, you will need a username and a password. Please, note that for a better experience we advise you to use Chrome or Firefox. null

  2. Validate your email address with the email we send you. null

  3. Login to your Bity Portal and enter your mobile phone number. We will send you an SMS with a verification code to check your number is correct. Your mobile phone is also used to protect your Bity account. null If you don’t receive the SMS, after trying three times, we will provide the code through a phone call.

Once your phone is verified you are all set and ready to start using our services!

Can I open a corporate / company account if I already have a personal account?

Yes, you can open as many company or corporate accounts as you need, so long as:

  1. Each account created is for a different legal entity.
  2. You are the authorized signatory of each legal entity.

When you create a company account, the contracting partner will be your company itself. In order to upgrade a company account to the Advanced level, you will have to complete a purchase order from your company’s bank account (not from your personal one).

You can find out how to register a company account on our site in the FAQ: “How do I register an account for my company?”

How do I register an account for my company?

In order to register your company, please upload the following documents into your Bity dashboard :

  • The Bity Registration Company Form filled in and signed. You can find it here: Bity Registration Company Form
  • Fill in and submit the Ultimate Beneficial Owner form in your Bity dashboard.
  • A copy of an excerpt from the commercial register of your company not older than 12 months.
  • A copy of a valid ID and a proof of residence for the authorized signatory who signs the registration form.
  • Upload a recent personal photo (like a selfie) of the authorized signatory, who signs the Bity Registration Form.
  • A proof of address for your company : a utility bill not older than 3 months, a bank statement or a rental contract

How do I add my public address to my account?

To add your public address to your Bity account, follow these steps:

  1. Login to your account. If you don’t have an account, please register one.
  2. Go to “My public addresses”. Choose the cryptocurrency you need and click on “Add address”.
  3. Enter the public address corresponding with the cryptocurrency chosen and click “Add”
  4. Enter the verification code we sent to your phone and click “Submit”.
  5. You can now see all your addresses. You can add as many addresses as you want.

You’re ready to use our services.

How do I get verified?

At Bity, we are compliant with Swiss regulation frameworks aiming to prevent money laundering. That is why the team follows proper know-your-customer (KYC) procedures. Therefore, we must ask for specific documentation for setting a transfer to BUY cryptocurrencies with EUR or CHF.

NOTE: If you want to SELL or SWAP Cryptos (ETH/BTC), you can do that up to 5,000 CHF/EUR with only your email and phone. For higher amounts, you need to get verified.

Just check the steps below to know how to get ready to set your first BUY order and get some bitcoins (BTC) or ethers (ETH):

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Provide us your phone number and your email address! Your phone number is also used to add a security layer to your account.​

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Go to the tab “My Info” and click the “Complete my profile” button. Enter your personal information details (name, address, nationality and birth date) in your account:

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Your Quota Limit is Standard, this means that you can SELL or SWAP your cryptos up to 5,000 CHF:

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To increase your limits and to be able to BUY cryptos you will need to upload and get the following documents verified:

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When all the documents have been verified and accepted, you will be able to execute a BUY order and the following stage will be unlocked:

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If we need to have a video chat with you, the video chat option will be unlocked, otherwise, we do not need it:

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  • Upload a copy of a valid ID card (front and back) or passport. Please note that driving licenses, residency permits or expired documents are not accepted. The ID should include an MRZ code, which looks like this:

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You can then choose the type of document you want to add. In this case, ID or passport.

  • Upload a recent personal photo (like a selfie) of yourself in addition to the copy of your ID. The personal photo submitted must be taken during the KYC process, a clear and close photo of you, and not uploaded anywhere else on the Internet.
  • Upload a proof of residence to your account. Such evidence can be a utility bill (Landline telephone, Internet connection, gas, water, electricity). It must not be older than three months and show the issue date, your name and address.
  • Fill in the Registration Form and submit it.
  • Fill in Beneficial owner form and submit it.

As soon as we receive all the documents and verify them, we will unlock the possibility to buy cryptos. Please make an order from your personal bank account. If the bank account holder’s name corresponds to the name of your account, we will upgrade your account to the Advanced level after the first executed order. Enjoy!

How do I buy cryptocurrencies?

You can buy crypto in 6 easy steps:

Note: If you are already verified, proceed to step 3.

  1. Login with your email address. If you don’t have an account you can follow our guide How to register on Bity.com.
  2. Go to “Buy/Sell” to place your order.
    If you didn’t complete your profile, you will see that you need to get verified for buying cryptocurrency with fiat money. It is very easy: Click on the “Get verified” button and complete all the actions required to open an account. For more info check out our guide How to get verified. NOTE: Want to trade/swap bitcoins (BTC) for Ether (ETH) or the other way around? You are ready to go! Follow our guide How to swap Crypto to Crypto: Ethers (ETH) and Bitcoins (BTC) on bity.com
  3. Let’s buy some Cryptocurrencies!
    Choose a fiat currency (CHF/EUR). Then, select the cryptocurrency and enter the amount you want to buy. Please, note that this is an estimation: the amount of cryptocurrency you will receive will vary according to the rate when we process your order.
  4. If you didn’t add your wallet address we will ask you to do so before continuing to the payment. If you already have one, choose the wallet you want us to send you the cryptocurrency to and click “Next”.
  5. Choose a payment option: bank transfer SEPA, online bank transfer (or SOFORT banking).
  6. Send the correct amount in CHF/EUR to our bank account. Please, do not forget the reference number!

If the reference of your bank transfer does not contain the correct reference number we will not be able to process your order.

You’re all set! As soon as we receive your funds, we process the transaction and send the crypto to your wallet! You can click on “History” to see the list of your orders.

How do I sell cryptocurrencies?

You can easily convert ether and bitcoin to CHF and EUR on Bity.com.

Follow these simple steps to get started:

  1. Login with your email address. If you don’t have an account you can follow our guide How to register on Bity.com
  2. Go to the tab “Buy/Sell” and choose “Ether” or “Bitcoin” and the amount you would like to convert to fiat currency (CHF or EUR).
  3. On the next screen will appear our wallet address: Please send the correct amount to our address by copy-pasting it into your Ethereum wallet or Bitcoin Wallet. You can also scan the QR code on the right if you have a camera

In any event, please add the transaction fee on top of the transaction if your wallet does not automatically add it

You have a 10 minutes window to send us your crypto, after that your order will be automatically canceled. In order to avoid any delays, do the payment directly from your wallet (and not an exchange platform).

It is as simple as that!

How do I swap / exchange cryptocurrencies?

Follow the steps below to swap or exchange crypto to crypto.

  1. Login with your email address.
  2. Go to “Buy/Sell” to place your order. how-do-i-exchange-cryptocurrencies
  3. Enter the amount of bitcoins, ethers or other cryptocurrency you want to convert. Then click “Next”.
  4. Send us the correct amount of bitcoins, ethers or other cryptocurrency by scanning the QR code or by copying the address. In any event, please add the transaction fee on top of the transaction if your wallet does not automatically add it.

You have a 10 minutes window to send us your crypto, after that your order will be automatically canceled. In order to avoid any delays, do the payment directly from your wallet (and not from an exchange platform).

You’re all set! As soon as we receive your crypto in our wallet (after three confirmations), we will process the transaction and send the ethers, bitcoins or other cryptos to your wallet!

How do I change my phone number?

Please open a request in your dashboard with our support desk, asking to change your account’s phone number. Please remember to include what number you would like it changed to in the message - including the country code. A member of our support team will change it for you as soon as possible.

How do I change my email address?

Please open a request in your dashboard with our support desk, asking to change your account’s email. Please remember to include what email address you would like it changed to in the message. A member of our support team will change it for you as soon as possible.

How do I delete my account?

You can delete your account at any time by making a support request while logged into your account. You only have to tell us your user name and that you want to confirm the deletion of your account. Bity has a legal obligation to keep the data of its customers for 10 years. Therefore, if you have placed an order and it has been executed, your account can not be deleted but it will be suspended. If you do not have an executed order, your account may be deleted.

Fees and prices

What is your fee rate?

Our net purchases and sales prices are indicated in euros and in Swiss francs, all taxes included. However, when you place a buy or sell order, your bank may charge a transaction or foreign exchange fee. These will be deducted from your purchase or sale volume. Additional fees are presented for the SOFORT payment method: 0.25EUR + 0.9%.

How is the exchange rate calculated?

We source our rates by taking the rate of the respective cryptocurrency from several different exchanges and calculating an average.

In terms of when exchange rates are provided at the time an order is placed, here’s how it works on Bity:

If you are buying and selling cryptocurrencies: The exchange rate is determined after you have placed your sell order and payment is made within the provided time frame. The Bity platform will often have a countdown telling you the time you have left to complete payment of cryptocurrencies.

If you do not complete your payment within the provided time frame, then you will have to repeat the process once again and may be provided with a varied exchange rate.

If you are exchanging cryptocurrencies: The exchange rate is determined after you have placed your swap order and payment is made within the provided time frame. Likewise with selling crypto, you will be presented with a countdown telling you the time you have left to complete your payment.

When is the price of cryptocurrencies set for my purchase order?

The exchange rate is determined when we process your purchase order after receiving your bank transfer.

When is the price of cryptocurrencies set for my sell order?

The exchange rate is determined after you have placed your sell order and clicked on “Next”. A payment window opens with a countdown telling you the time you have left to complete payment of cryptocurrencies.

When is the price of cryptocurrencies set for my swap order?

The exchange rate is determined after you have placed your swap order and clicked on “Next”. A payment window opens with a countdown telling you the time you have left to complete payment of cryptocurrencies.

Orders, restrictions, and cancellation.

What fiat currencies do you accept?

Currently we support Swiss Francs (CHF) and Euro (EUR).

If you send currencies other than those two, a bank fee may apply.

In order to save on fees and processing time, we advise you to exchange your currency to EUR or CHF first, then start your order.

Can I pay with a credit card?

We do not support credit card payments. We can only support and accept bank transfer payments.

What types of cryptocurrencies can I buy, sell or swap?

BUY

Cryptocurrencies you can buy with fiat money (EUR or CHF):

SELL

Cryptocurrencies you can convert to fiat money (EUR or CHF):

  • Bitcoin (BTC)
  • Ether (ETH)

SWAP

Cryptocurrencies you can exchange for another cryptocurrency:

  • Bitcoin (BTC)
  • Ether (ETH)
  • Augur (REP)

What is the minimum amount of a purchase order?

The minimum amount per purchase order is 10 CHF.

What are my limits?

The maximum amount you can buy or sell is determined by the amount of information submitted to Bity. Larger transactions can be made with a higher level of identification.

Level of identification: Standard

Until all your documents have been verified you can only sell or swap cryptocurrencies. You can not buy one without being verified.

  • Required information: a phone number and email address
  • Annual limit, in terms of volume: CHF 5,000.
  • Limit per transaction: CHF 5,000.
  • Swap annual limits: unlimited
  • Swap limit per transaction: 5 BTC and 150 ETH

Restriction:

After all your documents have been verified you will be able to make a buy within the abovementioned limits.

To buy cryptos, you will need to pass through full KYC process. To do that, we require the following information:

  1. A copy of an identity card or passport, which must be signed, valid, include a readable MRZ code and contain a photograph.
  2. A recent photograph of yourself.
  3. Proof of residence less than three months old (documents accepted: Internet, landline, water, gas, electricity bills or bank statements with an IBAN or an account number). This document must contain your full name, address and have a date.
  4. The Bity registration form duly filled in and submitted.
  5. The form of the beneficial owner duly filled in and submitted.

Level of identification: Advanced

With the Advanced level you can buy, sell or swap cryptocurrencies.

Prerequisites: have all your documents verified and an order executed or a have a video session with our Compliance specialist.

Required action: You must make a purchase order with your bank account. The owner of this bank account must match your name. If you’d like, you can schedule and conduct a video session with our Compliance specialist.

Annual limit, in terms of volume: CHF 100’000.

Limit per transaction: CHF 100’000.

Swap: no annual limits

Swap limit per transaction: 5 BTC and 150 ETH

Level of identification: Expert

With the Expert level you can buy, sell or swap cryptocurrencies.

Prerequisites: to be at Advanced level.

Action Required: You must have an annual transaction volume greater than CHF 50’000 and ask Bity, via its Support Team, to move from the Advanced level to the Expert level. We may ask you to provide some additional information: fill out a new form or provide the proof of origin of funds used in business relationship with Bity.

Annual limit, in terms of volume: none.

Limit per transaction: CHF 500’000.

Swap: no annual limits

Swap limit per transaction: 5 BTC and 150 ETH

When will I receive my crypto?

Orders are executed as soon as we receive your payment on our bank account. Note that transfers in the SEPA or CHF zone usually take 1 to 2 business days. International transfers may take longer. In case you forgot to enter the Bity reference linked to your order (bity.com XXXX-NNNX), your funds will automatically be returned.

How can I cancel my order?

Any order that has not been executed can be cancelled by selecting the order in the “History” menu and then clicking on “Cancel”. If this option is not available, please contact us as soon as possible via our Support Team by specifying the reference of the order in question.

How are you legally allowed to offer currency exchanges without KYC verification?

According to FINMA’s Anti-Money Laundering Ordinance:

In currency trading, exchange offices sell and buy currencies directly from their own holdings. There is a bilateral relationship between the exchange office and the client. The professional purchase and sale of cryptocurrencies in return for conventional currencies (e.g. CHF) or for other cryptocurrencies constitute exchange activities subject to AMLA. FINMA currently uses a limit of CHF 5,000 for its identification requirement for currency exchange offices. The contractual party must be identified from CHF 5,000 in the case of currency trading. The exchange office must take appropriate measures to ensure that the wallet in question is the client’s and not a third party’s. This is similar to a traditional exchange of conventional currencies.

Our company is taking appropriate measures to provide KYC-less transactions on our cryptocurrency exchange and crypto ATMs.

Buying crypto: Why is my payment taking so long / refunded?

There are two main reasons why a refused payment and refund may occur during buying (fiat to crypto) transactions:

  1. The name on your payment instruction to your bank does not match the bank account holder’s name, “Bity SA” in this case. This happens when you make a payment from an ebanking account putting Bity’s iban, but give the name of someone else.
  2. You didn’t include the Bity reference (bity.com XXXX-XXX) with your payment or the reference is wrong.

Please note that every transaction has a unique Bity reference, so payments made with a duplicate / pre-existing reference will be refunded.

If your transaction takes more than a week, there may be an issue with your bank, which is likely that the bank blocks all payments related to crypto. The first thing to do is to contact your bank to find out if this is the case. We cannot do anything in these situations and you will need to ask your bank to refund you, cancel your order on our site, and place another order using an account from another bank.

We are a reliable, licensed, and regulated crypto finance service provider and brokerage with strong, trusted relationships built with many Swiss banking branches. A situation where a bank refuses payment from our company is very rare, but it can happen.

Selling crypto: Why is my payment taking so long / refunded?

Your selling (crypto to fiat) transaction may take longer than usual for the following reasons:

  • The first and last name you provided on the Bity interface does not match the bank account holder’s first and last name registered with this bank, so the bank reversed / refused the transaction.

  • Your bank or service provider refused the payment. Your payment will be refunded to our bank account. In this case, we need another bank account to send your funds to. If this happens, you will be contacted by our team. They will ask you to provide another bank account where we can send your funds. This process must be completed by us manually, and that’s why it may take some extra time to complete.

To avoid refused and refunded payments:

  • Please make sure that the bank or service provider you give as the payment destination accepts payments from crypto service providers before opening your transaction with us. To do this, please check your bank or service provider’s terms and conditions before using them for crypto transactions.

We are a reliable, licensed, and regulated crypto finance service provider and brokerage with strong, trusted relationships built with many Swiss banking branches. A situation where a bank refuses payment from our company is very rare, but it can happen.

List of popular banks and service providers that currently do not accept crypto related funds:

  • Payoneer

My money is missing / stolen / hacked. Where did it go and how do I get it back?

We understand that this can be a very frustrating experience and we will strive to make the process as smooth as possible on our side.

If you are a registered Bity.com customer and the transaction was made to / from your account:

While logged into your Bity.com account, open a support ticket from your dashboard with the following information:

  • The Bity.com reference number (bity.com XXXX-XXX), or
  • The address where the funds were sent, or
  • The blockchain transaction ID.

Our support team will be able to trace your transaction and give you the details to provide to the police for the report you will need to file after.

Please note that we do not hold customer funds (you can think of us as a currency exchange office). We neither store nor control the private keys nor the funds of our customers. You are the only person in possession of your funds at all times, so please make sure to follow the basic security rules for your own protection.

If you are not a registered Bity.com customer and the transaction was sent to / from a Bity.com account:

Unfortunately, for privacy and security purposes, we are unable to provide any specific information about our customer accounts or transactions to people contacting us over the internet. Simply providing our support team with a transaction ID on blockchain explorer that went through a Bity.com account does not definitively prove the money was stolen or that this is not an attempt to gather private information about our customers or their accounts.

You will need to contact your local police authority and file a report. From there, they should contact us directly or through the Swiss police and we can then provide assistance.

Please contact our support team if you feel you have further questions or need additional assistance.

Account levels and how they work

How can I move from Standard to Advanced?

You must make a purchase order with your bank account or a video session. The owner of this bank account must match your name.

As soon as all your documents have been received, verified, and validated, you will receive the instructions on what to do next by email.

How can I move from the Advanced level to the Expert level?

You must have an annual transaction volume greater than CHF 50’000 and ask Bity, via its Support Team, to move from the Advanced level to the Expert level.

Do I have to do a video conference?

If a video conference is required, the video call button in your Bity dashboard will be activated. Just click on the button and follow the instructions.

Document verification process

Why should I be identified / verified?

We are compliant with the Swiss regulation framework that aims to prevent money laundering and strictly follow proper know-your-customer (KYC) procedures, because we want to do it right the first time.

The current Swiss regulations oblige Bity to fully identify / verify its customers in the following cases:

  • If you want to BUY crypto on the Bity platform, we must verify your account before your first purchase order.
  • If you want to SELL or EXCHANGE crypto and your order transaction is greater than CHF/ EUR 5000 per year.
  • If you want to SELL or EXCHANGE crypto and your sales transaction volume is greater than CHF/ EUR 5000 per year.

How is my personal information processed?

All documents that are transmitted to Bity are encrypted and stored on our servers based in Switzerland. Any personal information is kept private and will not be disclosed to third parties, unless required by law or consent is given.

What documents are required for verification?

To fully verify your account, we will require these following documents:

  • A copy of your identity card or passport
  • A recent personal photo (like a selfie) of yourself in addition to the copy of your ID.
  • Proof of residence
  • A properly filled in and submitted Bity registration form. All the information must be accurate.
  • A properly filled in and submitted the Beneficial owner form.

Once these documents have been sent to Bity and are verified, you will be able to place an buy order.

What is proof of address / residence? What types of documents are accepted as proof of address?

Proof of Address / Residence is a document that allows us to ensure that you actually live at the address used in the registration form. The document must be dated less than three months and contain your full name and address.

The following documents are accepted:

  • Internet bill,
  • Landline or phone bill,
  • Water bill,
  • Gas bill,
  • Electricity bill,
  • Bank statements,
  • Official residence document.

What is a MRZ code?

The MRZ code stands for Machine Readable Zone. It is a special code on your passport or ID, that looks like this:

what-is-mrz-code

We do not accept documents without this code fully and clearly visible. Please make sure it is fully legible and the edges of your ID are not truncated or cut off in any way.

Do I need to fill out the Beneficial Owner Form? What is this document for?

The form of the beneficial owner should be duly completed and submitted in your dashboard.

In this form you declare who the funds used in the business relationships with Bity belong to.

If you are the sole beneficial owner of the assets (you use your own funds to buy and sell cryptos), you must write your full name, date and signature.

If you are NOT the beneficial owner of the assets (you use somebody else’s funds), you must declare that the person(s) listed in the table is/are the beneficial owner(s)of the assets involved in the business relationship.

Do I need a video session?

You do not need a video session unless the video call button is activated in your dashboard. If it is active, click on it and follow the instructions.

In order to get upgraded to the Advanced Level, please make your first purchase from your personal bank account. The bank account holder name must match your name.

What is a PEP?

PEP stands for “Politically Exposed Person” who has been entrusted with a prominent public function:

  • Individuals who are or have been entrusted with prominent public functions by a foreign country, such as heads of state or of government, senior politicians at national level, senior government, judicial, military or political party officials at national level, and senior executives of state-owned corporations of national significance (foreign politically exposed persons).
  • Individuals who are or have been entrusted with prominent public functions at national level in Switzerland in politics, government, the armed forces or the judiciary, or who are or have been senior executives of state-owned corporations of national significance (domestic politically exposed persons).
  • Individuals who are or have been entrusted with a prominent function by an intergovernmental organizations or international sports federations, such as secretaries general, directors, deputy directors and members of the board or individuals who have been entrusted with equivalent functions, (politically exposed persons in international organizations).

How long does the verification process take?

The verification process can often take some time because we work around the clock to get our customers individually verified. Our customers’ safety and privacy is always our top priority.

We have recently introduced online forms for submission so that the verification process can take as little as 1 business day once all files are successfully submitted. If your files are not complete, you will receive feedback by email within 1 business day detailing what is missing or what is outstanding.

If your documents take longer to be verified, please check that all your files are complete. Take a look at your user profile in our platform and see if any of these documents are not uploaded:​

Documents needed for KYC verification process.

We prioritize users who have uploaded all the required documents. Your verification may take longer if your files are incomplete.

Find all the requirements related to the documents you need to submit in the ‘Document verification process’ section of our FAQ under the question: “Why should I be identified / verified? What information should I send to Bity?”. It is very important to meet the requirements accordingly for every document, as it will help us get you verified faster.

Thank you for your patience throughout this journey of navigating the emerging regulation around the crypto industry. We’re riding this crypto wave and want to bring you along with us!

Why have I been requested to give details on the origin of my funds?

Our compliance team may ask you to provide some extra information about the funds you are using in your business relationships with us. As a Swiss regulated financial intermediary, we respect the Swiss Anti-Money Laundering Law and must ensure all processed funds are from a legitimate and legal source.

Information on the origin of funds will always be requested whenever:

  • You get upgraded to the Expert level.
  • Your annual volume, or a single transaction volume, exceeds 100,000 CHF.
  • In cases where you are receiving or sending funds to or from a high-risk country.

What documents should I provide to prove origin of funds?

The documentation needed depends on the information you have provided in the registration form. Our compliance team will navigate you through the process the way that is the most appropriate and adaptable to your situation.

The most common documents or proofs that are requested are:

  • Cryptographic proof of ownership of accounts related to your investments (ICOs or other cryptos).
  • Crypto exchange statements.
  • Income tax return.
  • Bank statements.
  • Inheritance certificate.
  • Property sale documentation.

Encounter any other problems?

I didn't receive my code by SMS. What can I do?

Try again. After two attempts, an option will appear allowing you to receive a code via phone call.

I do not have an IBAN. Now what?

When you sell cryptocurrencies on the Bity platform, we need your IBAN to be able to successfully send your money to your bank account.

Unfortunately, you cannot sell cryptocurrencies on the Bity platform if your bank does not have an IBAN, but you can buy cryptocurrencies with your account if you wish.

What happens if I paid a lower or higher amount than the one that appears in my purchase order?

You will receive the equivalent of the amount you actually paid in cryptocurrencies, within the limit of your quotas and the minimum amounts to place a purchase order.

What happens if I paid a lower or higher amount than the one that appears on my sell order?

You will receive the equivalent of the amount you actually paid in foreign currency, within the limit of your quotas and the minimum amounts to place a sell order.

I placed a purchase order but did not indicate the reason for my bank payment. What are the consequences?

When you pay funds to Bity, you must indicate the reason for your payment, a reference of the type “bity.com XXXX-XXXX”, the “X” being capital letters and / or numbers. If this reference is not on the payment order, your funds will be returned to you and you will have to place a new purchase order.

I have lost my private key, what should I do?

We do not hold or store our customer’s private key information. For this reason, we cannot give you back any keys for any cryptocurrencies.

In order to recover your private key, you may try the following:

  1. If you created your wallet on a computer or a phone, it is possible to recover your key from backups previously made.

  2. If your wallet was created on an external platform that retains your information, you can try to get in touch with them and see if there is a way to recover your key.

  3. Check with your partners or relatives or anybody else you might have given your private key to.

It is your own responsibility to keep your private key safe and to follow security rules. When creating a new wallet, we suggest carefully reading over the FAQ and security policies of the platform before you begin the process.

I found a bug, or I want to make a suggestion.

We currently do not offer an official Bug Bounty Program. If you still want to help, we will be very thankful for your cooperation in responsibly investigating and reporting to security@bity.com any bugs or vulnerabilities you might encounter. If your contribution is significant, we’ll be more than happy to send some swag your way.

My money is missing / stolen / hacked. Where did it go and how do I get it back?

We understand that this can be a very frustrating experience and we will strive to make the process as smooth as possible on our side.

If you are a registered Bity.com customer and the transaction was made to / from your account:

While logged into your Bity.com account, open a support ticket from your dashboard with the following information:

  • The Bity.com reference number (bity.com XXXX-XXX), or
  • The address where the funds were sent, or
  • The blockchain transaction ID.

Our support team will be able to trace your transaction and give you the details to provide to the police for the report you will need to file after.

Please note that we do not hold customer funds (you can think of us as a currency exchange office). We neither store nor control the private keys nor the funds of our customers. You are the only person in possession of your funds at all times, so please make sure to follow the basic security rules for your own protection.

If you are not a registered Bity.com customer and the transaction was sent to / from a Bity.com account:

Unfortunately, for privacy and security purposes, we are unable to provide any specific information about our customer accounts or transactions to people contacting us over the internet. Simply providing our support team with a transaction ID on blockchain explorer that went through a Bity.com account does not definitively prove the money was stolen or that this is not an attempt to gather private information about our customers or their accounts.

You will need to contact your local police authority and file a report. From there, they should contact us directly or through the Swiss police and we can then provide assistance.

If the lost funds are from a wallet you control, then we suggest singing a message with your private key to prove that you do own the wallet. The cryptographically signed message will help prove the validity of the report to the police and likely help expedite the process.

To sign a message for Ethereum wallets:

You can install the MyCrypto desktop app locally and import the private key, or the 12 to 24-word mnemonic phrase, backup. The MyCrypto app allows you to compose and sign a message for free.

To sign a message for Bitcoin wallets:

The easiest way is to install the Electrum desktop app and follow the same procedure as described above for Ethereum.

Please contact our support team if you feel you have further questions or need additional assistance.

Have a question?

If you couldn’t find the answer to your question, you can ask directly using the Bity chat.