How do I verify my account?
To make a bank deposit or withdrawal to/from your account you must be verified. Becoming verified is usually a quick process but in some cases can take a few days to complete. Once logged in, click "Account" then "ID Verification" and you will be redirected to Green ID. The easiest and quickest way to verify is to use your passport and driver's license. If you have any issues, feel free to contact support who will be able to resolve any issues.
Why must I verify my account?
Although we are not officially regulated yet by AUSTRAC, BTC Markets has decided to remain compliant by following AML and CTF guidelines. More details can be found in our AML/CTF Policy. We ask our users to verify their accounts as part of our KYC (Know Your Customer) policy. We may also ask for additional documentation to confirm your identity.
How do I enable additional security to my account?
Once you have registered and logged in, we recommend all users enable two-factor authentication (2FA) on their account for additional security.
Is BTC Markets safe and secure?
Security and privacy of our clients accounts' and data is our top priority. We run regular reconciliations of all our funds (twice a day for crypto and every hour for AUD) to ensure we have a full reserve. We also apply security best practises and are continually developing and enhancing our security measures.
How do I change my name listed in my account?
In many cases, name changes are not possible. Please contact support and provide the details of the name change.
How do I change my password?
You can change your password by using the password reset feature.
How do I change my email address?
For security reasons, we do not allow email address changes. If you want to use another email address, please register a new account.
My two-factor code has stopped working and I can't log in
The two-factor code is very time sensitive. Even if it is out by a few seconds it may prevent you from accessing your account. Please check the time and date on your phone is fully synchronised and accurate.
I have lost my phone / two-factor code and no can no longer log back in
Please go to the two-factor reset page and follow the instructions to regain access to your account.
Should we store our blockchain assets on your site?
Our clients may confidently entrust their cryptocurrency with us; however, our recommendation is that clients should manage and safely secure their own funds. This philosophy is inherent to the nature of peer-to-peer cryptocurrencies. We believe cryptocurrency storage reserves should not be reliant upon a single entity, such as a bank, exchange or third party wallet management system.
Do you manage a full reserve?
We use a cold wallet and hot wallet system to secure and manage our clients' cryptocurrency reserves. We maintain a full reserve and process reconciliations regularly. This gives us and our clients confidence that the funds shown in their accounts match with what is really in our bank and cold wallets. Our encrypted cold wallet storage is off-site in multiple locations. Each location is physically secure and physically diverse.