Mobile app 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 log in, 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 are free. 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.
Important: We cannot accept crypto from third-party external wallets that do not belong to you. Deposits from third-party wallets may be subject to additional compliance checks.
Occasionally, deposits may be placed on a short hold while we run a compliance check. This can happen when a deposit arrives from an address we have not seen before. Most holds are resolved within one business day. If your deposit is still on hold after that, get in touch via our support screen.
In some cases, you may be asked to declare details about the sending wallet before your deposit is released. If prompted, log in to your account, follow the on-screen instructions to confirm the wallet belongs to you, and your deposit will be processed.
Why is my deposit on hold?
Deposits can be placed on hold if they arrive from an address or platform we have not verified before. This is part of our Travel Rule compliance process. We are required under Australian law to monitor the origin of incoming crypto transfers.
Most holds are resolved within one business day. If yours has been on hold longer than that, contact us via the support screen and we will look into it.
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 cryptocurrency, go to the portfolio screen and tap withdraw. Select a verified address from your address book.
Adding a new address? Tap ‘add new address’, enter the wallet details, select the address type, verify with SMS, and declare ownership of the wallet. Once verified, the address is saved to your address book for all future withdrawals.
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 approved, the time for the cryptocurrency to arrive in your wallet will depend on the network. Some transactions confirm within minutes, while others may take longer depending on the asset and network conditions. The transaction status will be updated to show the progress of the transfer.
How do I add a withdrawal address to my address book?
In the app, go to portfolio, then address book, then Add new address. Enter the wallet address and give it a nickname. Select whether it is your own personal wallet or an address held at another crypto platform. If it is at another platform, search for and select the platform name. Confirm ownership and verify with SMS. Your address is now verified and ready to use.
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. You can choose your order type, including market, limit, or leverage, and select the cryptocurrency you would like to trade.
Leveraged trading is only available to eligible users and is supported for Bitcoin, Ethereum, Solana, XRP and Dogecoin.
Your available balance will be displayed in the Cash balance field. Use the keypad for entering your amount to buy/sell, or tap Max amount to use all available funds.
To process the order, tap Preview order 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 an ultra-secure offline cold storage with an insured, enterprise-grade qualified custodian 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.