FAQ
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General

How does Bitmoney work?
To purchase Bitcoin through Bitmoney, you must first create an account and get verified. Once that is done, you can fill in our purchase form to make your order. You will be guided through our payment flow then directed to your secure banking environment of the payment method you choose. When you complete the order there, you will then be re-directed back to Bitmoney with confirmation for your order and your bitcoins will be in your wallet shortly after.
What is a wallet address?
In order to buy bitcoin, you must have a place to send and store them digitally. A wallet address is simply that. There are many applications and softwares that serve as bitcoin wallets. When you go to check out, make sure you include your personal wallet address in your order.
How do I get a wallet address?
If you come across our platform and do not already have a bitcoin wallet, that is not a problem. We have partnered with SpectroCoin to automatically create wallets for our customers if they do not have one. When you go to purchase, you just need to enter a valid email address in the wallet address field. When you complete your purchase, you should receive an email from SpectroCoin to activate the new wallet that was created using the email you provided. Please be sure to check your inbox and spam folders for this email message. If you still cannot find it, please contact our dedicated support team for further assistance. You could also download your own online or mobile wallet app. We would recommend either Blockchain or Coinbase. However, there are many different options for wallet applications.
What is the maximum I can purchase?
The maximum amount you can purchase per day and per transaction depends on which payment method you choose to purchase with at checkout. To see specific purchasing limits, please see our payment methods page here.

Account

I have not received the confirmation link to verify my email address. What should I do?
I have confirmed my email address, but why is my account still “UNVERIFIED” ?
Confirming your email address is only the first step towards verifying your account. We require that all customers verify their email and provide the necessary identification documents on their profile in order to be considered verified and to be able to purchase using our platform.
What identification documents must I upload in order to be approved and verified?
Valid documents include all of the following:
  • A high-resolution, color passport scan (please note that your passport must not be within three months of expiration)
  • Scan of a government-issued ID (i.e. driver’s license, resident card, etc.)
  • A recent bank statement (must have your current address and must not be older than three months)
  • A recent utility bill (also must have your current address and must not be older than three months)
You must upload 1) either a passport scan OR a government-issued ID as well as 2) a bank statement OR utility bill. Please note that if you only upload one document for approval, even if this document is approved, your account will still be UNVERIFIED. You must have two documents uploaded and approved in order to be VERIFIED.
I have submitted identification documents. How long will it take for them to be approved?
Currently, we have our support team manually verifying documents. This occurs during normal working hours: 09.00 to 17.00, Monday through Friday (GMT +1). If you submit documents outside this timeframe, please allow for up to 24 hours (weekdays) and 48 hours (weekends) for your documents to be approved.
My documents have been approved, why is my account still UNVERIFIED?
If the necessary documents were approved, -- 1) valid passport OR a government-issued ID AND 2) a recent bank statement OR utility bill -- please check the rest of your profile to be sure that all the information fields are completed (i.e. phone number, email address, etc.).
If one of these fields was left blank, that could be the reason your account is still UNVERIFIED.

Orders

Do you accept payment methods other than the ones listed on your site?
The payment methods listed on our platform are the payment methods we accept. We are always looking to expand and integrate with more payment methods and payment providers, but at the moment, we only accept the payment methods you see listed. Keep checking back on our site or follow us on social media (Facebook, Instagram and Twitter) for the latest updates and additional payment methods.
Why does my order still have the status “PENDING” ?
We are processing orders manually in order to reduce the risk of fraudulent transactions on our site. Orders are processed during normal working hours: 09.00 to 17.00, Monday through Friday (GMT +1). If you place an order outside this timeframe, please allow for up to 24 hours (weekdays) and 48 hours (weekends) for your transaction(s) to be released.
I have waited for more than 48 hours for my order to be processed. Why is it taking so long?
If your order still is not processed within the allotted 48 hour timeframe, it most likely has to do with the payment method you used to purchase with. If you purchased with SOFORT or Giropay, transactions generally take 1-3 business days to process and for us to actually receive the funds from your order in our escrow account. Once we receive notification from our payment provider that the funds have been secured, we will release your order(s).
I made a purchase, but I would like to change the wallet address where my bitcoins are sent.
Unfortunately, it once an order is placed, it is not possible to change the wallet address. If your order has the status BITCOINS_PENDING and you would still like to change the wallet address, we can cancel your order, refund your money, and you can go through the checkout process again with the desired wallet address.
Support
Haven't found your answer? Contact our dedicated support team and they will get in touch with you on the spot.