If you believe your BTC Markets account has been accessed without your authorisation, act immediately. Cryptocurrency transactions are irreversible - the sooner you contact us, the more options we have available to help.
Immediate Steps
Do the below actions if possible, as quickly as possible.
- Change your BTC Markets password from a device you trust - not a shared or public device
- Contact BTC Markets support immediately - see below.
- Change your email account password - your email is used to reset your BTC Markets password. If an attacker controls your email, they can regain access to your BTC Markets account even after you change your password.
- Enable or re-enable 2FA on your BTC Markets account and your email account if it is not already active.
How to contact BTC Markets support
Contact support here. When you reach out, have the following ready:
- Your registered email address
- A description of what you noticed and when
- Any transaction IDs for transactions you did not initiate
The sooner you contact us, the more options we have to assist.
What BTC Markets support can do
Our support team can:
- Place a temporary hold on your account to prevent further activity while we investigate
- Review recent account activity, including logins and transactions
- Help you re-secure and recover access to your account
- Provide guidance and assistance regarding the next steps
We cannot reverse cryptocurrency transactions that have already been processed. This is a fundamental property of blockchain technology and applies to all exchanges, not just BTC Markets.
If unauthorised transactions have taken place on your account, reporting these situations helps authorities track patterns and may assist other potential/future victims.
Using the transaction ID and destination wallet address from your transaction history report the incident to Report Cyber - Report | Cyber.gov.au the Australian Federal Police cybercrime reporting service.
Additionally, consider whether your other financial accounts may also be at risk and take steps to secure them.
Recovering and securing your account
Once you have regained access to your accounts, review and strengthen your account security:
- Use a new, unique password generated by a reputable password manager
- Ensure 2FA is active on your BTC Markets account and your email
- Review any active API keys and revoke any you do not recognise or no longer need
- Check whether your email address or passwords have appeared in a data breach
- Review the security settings on your email account, including connected apps and active sessions
Useful Links
Below are some useful resources about protecting yourself online:
- Have I been Pwned - free tool to check if your email address has been exposed in a data breach.
- Report | Cyber.gov.au - is where to go if you have been a victim of a scam or fraud online and want to report it to police.
- IDCARE - is Australia and New Zealand’s National Identity and Cyber Security Support Service and provides free phone consultants, support and advice for the community.