Frequently Asked Questions - Frequently Asked Questions -

Frequently Asked Questions

Your phone number can only be verified with one account. To use your phone number with a different account you must first deactivate your phone number from the previous account. If you can't log in to your other account to remove your phone number please contact support and include the phone number in the ticket.

You can use your email address instead of your username when you login. Just type it in the username field. If you’ve forgotten both you can open up a support ticket and we can help you with regaining access to your account.

If you're not receiving emails from buybitcoins, there are a few things that you can do.

Check that email in your user profile is correctly typed.

Take a peek in your spam folder, the emails you're looking for may be in there.

Sometimes an email provider may choose to block emails from a certain domain, you can try changing your email address to see if it helps.

If you're still having problems receiving emails and can't log in to your account you can contact support by clicking here.

Bitcoin transactions are irreversible, once you’ve sent money to another Bitcoin address it is not possible for you or to reverse it. To get your Bitcoin back you can try to find the owner of the address and ask them to return the Bitcoin to you. From where did you get the address where you sent the Bitcoins to? You can try googling the address to see if is related to any Bitcoin service that has contact details or you can try using a service such as wallet explorer to see if the wallet is tagged as belonging to a Bitcoin company. If those searches come up empty, you can still try asking on our discussion forums if anyone knows to whom the address belongs, but chances are slim. Please note that the same wallet can have multiple incoming addresses. The Bitcoin protocol ensures that Bitcoins are not sent to an address that does not exist, but they can be sent to addresses which are inactive or not controlled by anyone.

buybitcoins Wallet is a web wallet. Sending and receiving transactions are not connected to each other. If you are looking at your Bitcoin address on . Any other block explorer you will see transactions that don't belong to you. 

This is how web wallets operate. You cannot make connections with incoming and outgoing transactions for the same Bitcoin address.

This answer concerns the case when you are buying Bitcoins online

After you send in a trade request to the seller of Bitcoins, you have a time window to complete the payment before the trade is automatically canceled (the payment window varies depending on the payment method of the trade). During this time you need to complete your payment and press the I have paid button. The seller is notified that you've made the payment and the Bitcoins will be held in escrow until the seller releases them for you when seeing the payment in his/her account. 

If you paid for the purchase, but did not mark the payment complete before the payment time window expired, please contact the seller through the trade. The Bitcoin seller has functionality to Reopen the purchase, this also re-enables escrow. You can contact the seller and your other existing trade contacts from the Dashboard in your Buybitcoins User Profile. Send a message to the seller and kindly explain the situation and why you couldn't complete payment within the time window. 

If the seller does not respond to this request please contact support using the Support request form and mention your trade contact id number.

We reserve a small amount of Bitcoin from your wallet balance to pay the Bitcoin transaction fee to the Bitcoin network. Each Bitcoin transaction has to pay a small fee to the network to be confirmed no matter from where it's sent. We reserve this fee in advance to prevent your wallet balance from becoming negative. You can find a list of all of our fees on our fees page.

The sellers usually release Bitcoins as soon as they see your payment, which can sometimes take an hour or two. If you've paid but are still waiting there is nothing to worry about, for all online trades are protected by escrow and the seller cannot run away with your Bitcoin. If there are any issues with a trade and the seller won't release your Bitcoins, you can dispute the trade to have buybitcoins support resolve it. If you are buying or selling Bitcoins online, you can dispute the trade after 1 hour if you have marked the payment completed. A dispute can no longer be started if the Bitcoins have been released from escrow or if it's a local trade without escrow enabled. When a trade you're involved in becomes disputed, you'll receive an SMS notification and an email, in most cases simply starting the dispute is enough to get the attention of your trading partner. A disputed trade is usually resolved within 24-48 hours.

Sometimes a trader may ask for your ID. If you are trading for the first time with a trader he/she may ask for you to identify yourself, even if you've already verified your ID with buybitcoins. This is because in certain countries sellers are required by local laws to know who their customers are. Most sellers explain in the terms of the trade if they require ID verification or not. If you do not wish to give the seller your ID, you can always cancel the trade and search for a trader with less strict requirements. Always send your ID to the seller via the trade chat, our trade chat messages are kept encrypted on our servers and are deleted after 180 days. All photographs sent to the trade chat is also marked with a watermark to prevent misuse of the images.

Operating directly with other people through buybitcoins makes transactions faster and more agile operations, this allows a better user experience during the purchase or sale of cryptocurrencies.


We also offer support from our team of specialists and the possibility of exchanging four types of cryptocurrencies (Bitcoin, Bitcoin Cash, Etherum and Ripple).


Do not use the same password on different websites. Do not participate in transactions outside of buybitcoins. Do not use the website from computers or shared devices, such as those found in public networks, as they may have keyloggers installed to steal your user credentials.


When you log into the website, read the browser's address bar and verify that you are logging into buybitcoins.


Security: The page is based on high security standards, to guarantee the transparency and transactionality of our users.


User Reputation: Each user will gain reputation as he or she generates more transactions, gaining credibility by constantly interacting with the system and its available cryptoactives.


Friendly digital wallets: Each user can easily manage their cryptoactives through their virtual wallet, transfer them to generate payments to other users in the same system anywhere in the world.


Open system of operations: In order to democratize the use of cryptoactives, any Venezuelan o person around the world will be able to access and offer their cryptocurrencies, creating a place of easy exchange and giving dynamism to the Venezuelan blockchain ecosystem.


Chat and customer service 24/7: We focus on our users having the best online support. We focus on generating the greatest support in real time through our chat and physical offices.


If you buy cryptocurrencies, these will appear in your virtual wallet in buybitcoins. From there, you can send them to other addresses. The vast majority of services are compatible with each other.


To send cryptocurrencies from your BTC wallet, enter the destination address and the amount you wish to send.


You can buy fractions of Bitcoins or the cryptocurrency of your choice.

The place where you store your cryptocurrencies. This virtual wallet is in your buybitcoins account.

You must create a free account in buybitcoins  and get your virtual wallet.


buybitcoins is a solution to consolidate the income in sustainable savings of all Venezuelans and people from over the world.

buybitcoins offers in a secure and simple way the exchange of cryptocurrencies with other parties (people or companies) through electronic payments, making the process simple, immediate and agile.

It's a mystery. Bitcoin was launched in 2009 by a person or group of people operating under the name Satoshi Nakamoto. Bitcoin was then adopted by a small clutch of enthusiasts. Nakamoto dropped off the map as bitcoin began to attract widespread attention. But proponents say that doesn't matter: The currency obeys its own internal logic. An Australian entrepreneur last year stepped forward and claimed to be the founder of bitcoin, only to say days later that he did not 'have the cou ..

The bitcoin network works by harnessing individuals' greed for the collective good. A network of tech-savvy users called miners keep the system honest by pouring their computing power into a blockchain, a global running tally of every bitcoin transaction. The blockchain prevents rogues from spending the same bitcoin twice, and the miners are rewarded for their efforts by being gifted with the occasional bitcoin. As long as miners keep the blockchain secure, counterfeiting shouldn't be an issue.