Scammers coach people to say they are acting alone
Someone being scammed is usually told exactly what to tell us, including that nobody is helping them and that the withdrawal is their own idea. If you have been told what to say to Bitaroo, that is the scam. You are not the first, you will not be in trouble for telling us, and you can stop right now.
These are always a scam, whoever the other person says they are:
- Being told to move, send or withdraw your bitcoin to keep it safe, to fix a problem, or to help an investigation.
- Being told what to type, what to say in a video, or being asked to stay on a call while you do it.
- Being asked not to mention that anyone is helping you.
You can stop at any point. Pausing costs you nothing, and nobody here will judge you for asking. Please contact our support team before you continue.
More on how these scams work: Bitcoin scam awareness, and Scam season: the new playbooks hitting Australians.
Yes. You can change your account email address yourself, on the web platform or in the Bitaroo Express app.
Where: on the web platform go to Account > General > Change Email; in the Bitaroo Express app, go to Account > Change Email.
How it works
- Enter your new email address. We send a six-digit code to that address.
- Enter the code. It expires after 15 minutes. If it expires, or if it does not arrive, you can request another one.
- Upload an identity video. Record a short selfie video of yourself holding your photo ID. The screen tells you what to show and what to say when you get there. There is more on why we ask for a video in Video Verification.
- We review it. A team member checks your identity video and applies the change. This usually takes 2 to 5 business days.
Things worth knowing
- Your current email address stays in place until the change is applied, so please keep signing in with it until we confirm the new address is live.
- The identity video is required. We cannot review a request without it. You can leave the screen and upload the video later, and your request will be waiting when you come back.
- Entering a different address starts a fresh request and replaces the previous one, so only one request is ever open.
- You can make up to three email change requests in 24 hours.
If you cannot sign in
The steps above are made from inside your account. If you cannot sign in, please Contact Support and tell us the email address registered on the account. We will verify that you are the account owner before making any change, and we will advise next steps from there.
If the Change Email option is not available on your account, please Contact Support and we will advise next steps.