How do I verify my account?
To deposit, trade, or withdraw, your account must be verified. Sign up or log in and follow the prompts to complete the verification process. Verification is quick and straightforward for most users.
If you experience any issues during verification, please contact our support team.
Why must I verify my account?
BTC Markets is a registered Digital Currency Exchange operating under Australian Anti-Money Laundering and Counter-Terrorism Financing (AML/CTF) regulations. Account verification is part of our Know Your Customer (KYC) obligations, which help protect customers and the integrity of the platform.
We may occasionally request additional documentation to confirm your identity. Further details are available in our AML/CTF Policy.
How do I enable additional security to help protect my account?
We recommend all users add two-factor authentication (2FA) to both their BTC Markets account and email accounts for additional security. To enable 2FA on your account, please follow our Two-Factor Authentication (2FA) Set-up Guide. If you need any additional help, check out our troubleshooting guide: Two-Factor Authentication (2FA) Troubleshooting.
We strongly recommend all users enable add two-factor authentication (2FA) on both their BTC Markets account and their email account. 2FA adds a second layer of protection - even if your password is compromised, an attacker cannot access your account without the code from your device.
See our Two-Factor Authentication (2FA) Set-up Guide to get started. If you run into issues, our Two-Factor Authentication (2FA) Troubleshooting Guide covers the most common problems.
How do I change the name on my account?
If you have legally changed your name, please contact support and upload a copy of your name change certificate or marriage certificate. A member of our team will be in touch to complete the update.
How do I change my password?
You can change your password using the password reset feature. If you believe your account has been compromised, change your password immediately and contact our support team.
How do I change my email address or username?
Please see our help article: Change Email Address and/or Username
My Two-Factor Authentication (2FA) code has stopped working and I can't log in
The two-factor code is time-sensitive. If your device clock is out of sync, even by a few seconds, codes may be rejected even if they look correct. Our Two-Factor Authentication (2FA) Troubleshooting Guide covers steps to resolve this and other common issues.
I have lost my phone/two-factor authentication (2FA) code and cannot log into my account
During the 2FA setup process, backup codes and a secret key were provided. Use these to regain access.
- Install your authenticator app on a new device and use your backup QR code or secret key to re-add your BTC Markets account.
- If you have retained the same mobile number, it is possible to disable two-factor authentication via SMS. You can access this feature here.
If you are still having issues logging in to your account, please contact support.
How do I secure my API keys?
If you use the BTC Markets API, your API keys provide direct programmatic access to your account. Treat them with the same care as your password.
Important: API keys do not go through 2FA checks. Anyone who obtains your API key can use it to access your account without needing your password or 2FA code. This makes protecting your API keys especially critical.
API key permissions
When creating an API key, assign only the permissions it actually needs. BTC Markets API keys support granular permission scopes.
A key used only for reporting needs read access only. A key used for automated trading needs Trade read/write, but should not have Transfers read/write unless withdrawals are required. Never grant permissions beyond what the key's specific purpose requires.
General API key security:
- Never share your API keys or paste them into code that is publicly visible (such as a public code repository)
- Revoke and replace keys immediately if you suspect they have been exposed
- Delete any API keys you no longer use
You can manage your API keys from your account settings.
What should I do if I think my account has been compromised?
Act as quickly as possible. The sooner you contact us, the more options we have available to help.
- Change your BTC Markets password immediately, from a device you trust
- Change your email account password
- Contact our support team - we can place a temporary hold on your account while we investigate
- Review your recent account activity for any transactions you did not initiate
- If funds have been moved without your authorisation, also report the incident to Report Cyber (report.cyber.gov.au)
Do not delay in contacting us - even if you are not certain an incident has occurred, it is always better to check.
Should I store my cryptocurrency on BTC Markets?
Our platform is designed to be a safe and secure environment for holding and trading cryptocurrency. However, cryptocurrency is built on the principle of self-custody, and we recommend clients consider an approach that suits their circumstances.
If you hold large amounts of cryptocurrency for the long term, you may wish to consider using a personal hardware wallet for a portion of your holdings, rather than relying on a single platform.
Is BTC Markets safe and secure?
Security is our top priority. We use a combination of cold and hot wallet storage for all client cryptocurrency holdings, maintain a full reserve, and conduct regular reconciliations to verify that account balances match our actual holdings. Our cold wallet storage is encrypted and held off-site across multiple physically diverse locations.
Do you manage a full reserve?
Yes. We maintain a full reserve and process reconciliations on a regular basis. This means that the balance shown in your account reflects funds that we actually hold - in our bank accounts and cold wallets - at all times.