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FAQs

Trouble logging in?

If you’re an existing customer and are having trouble logging in, please send us an email at [email protected] with your username, DOB, and postcode and we will endeavour to get you logged in ASAP.

Other support queries

If you are able to login, please request assistance via the support screen in the mobile app (click the headset icon at the top right). This allows you to send us messages securely, protecting any sensitive data related to your account.

If you are a new user, you can email us at [email protected].

Please note that we will never ask you for your password and it is never safe to give out your password.

Deposits

Electronic Funds Transfer Deposits

Customers may deposit AUD funds via Electronic Funds Transfer (EFT). EFT deposits are generally processed within 1-2 business days. Once your account is verified, you will be issued a unique deposit reference to include on all of your EFT deposits. After the deposit is processed, an email will be sent notifying you that the funds are available in your account.

EFT deposits of $100 and above are free. Deposits below this amount incur a $0.99 fee. EFT deposits are usually processed within one business day, but please allow at least two business days before contacting our support staff. Please note that banks do not process EFT transactions on weekends or public holidays.

PayPal Deposits

To deposit using your PayPal account, go to the buy screen and follow the prompts.

Credit Card Deposits

To deposit using your VISA or MasterCard credit card, go to the buy screen and follow the prompts. Once the money has landed in your account, click buy!

Debit Card Deposits

To deposit using your VISA or MasterCard debit card, got to the buy screen and follow the prompts. Once the money has landed in your account, click buy!

Cryptocurrency Deposits

Clients may deposit cryptocurrencies directly to their Bitcoin.com.au account via the Portfolio screen. You will be given a unique wallet address to send funds to. Once your cryptocurrencies have been sent, you should see the funds appear in your account after approximately 10-15 minutes, marked as ‘unavailable funds’. It takes approximately 20 minutes for the transfer to be confirmed by the network and for the funds to become available.

Withdrawals

AUD Withdrawals to a Bank Account

Withdrawals from your Bitcoin.com.au account are initiated from the Portfolio screen. Funds may be transferred to your bank account, providing the account name matches that of your Bitcoin.com.au account. We are unable to transfer funds to a bank account that is held in another person or entity’s name.

Withdrawals to Australian bank accounts are free, and are typically processed the next business day.

For your protection, all withdrawals are approved manually by Bitcoin.com.au before being processed. We realise this may cause some inconvenience, but please consider that we do this in the interests of your security.

If you have entered incorrect bank account details for any transactions, please contact us immediately via our secured Support screen on the mobile app.

Cryptocurrency Withdrawals

To withdraw any cryptocurrency from your Independent Reserve account, follow the prompts via the Portfolio screen. You will be prompted to enter an address where we will send the cryptocurrency. Once you have specified the address and amount, you will see a transaction appear in the Pending state, and that amount will no longer be available for you to trade.

For your protection, certain cryptocurrency withdrawals may be flagged for manual review by our staff before being processed. We realise this may cause some inconvenience as some transactions may take several hours to be approved, but please consider that we do this in the interests of your security. Once we have approved the withdrawal, you should see the cryptocurrency arrive in your own wallet within seconds. The transaction status will be updated to show the progress of the transfer.

Buying and Selling

Tap Buy/Sell in the navigation menu. At the top of the screen select whether the order is a Buy or a Sell.  Tap the drop-down menu to select the cryptocurrency you would like to trade.

Your available balance will appear in the top label – these are funds that are able to be traded. Enter your Spend or Sell amount. You have the option to use all available funds by tapping Max.

Your balance will show in the bottom label, executing this order will add to this balance.

Note: There are maximum order sizes per coin. 

To process the order, tap Buy or Sell at the bottom of the screen.

System Security

At Bitcoin.com.au we go to great lengths to ensure the security and integrity of the system and the cryptocurrency held within.

Our core servers are securely located at two Tier 3 data centres, in Sydney, Australia. This allows us to synchronously replicate all data across both locations in real-time, to ensure zero data loss should disaster strike. To ensure system continuity, we have a fully configured production environment in a secondary data centre, ready to fail over to should the need arise. Our data is signed and encrypted using geographically dispersed keys, spread across four data centres. We utilise cold storage to hold the majority of cryptocurrency completely offline.

Making a Complaint

Let us know of your concerns by creating a new support ticket

  • Outline the details of your complaint in the support ticket text box
  • Attach any relevant documents to the support ticket.

We will attempt to resolve your complaint by:

  • Providing written acknowledgement of your complaint within 10 days
  • Work with you to ensure we fully understand your complaint and your desired outcome
  • Do what we can to resolve the problem
  • Keep you informed of our progress
  • Provide a final, written response within 45 days of the date we received your complaint.