FAQ


Accounts & Verification

Can anyone sign up?

To sign up with Bit Trade you will need to meet the following criteria.

You need to be an Australian citizen or hold a current Australian visa.
You need to hold an Australian bank account.
You need to have an Australian mobile phone number.
You need to be at least 18 years of age.

What information will I need to verify my account?

To verify your account you will need to provide your basic information along with an identity document such as a driving licence or passport.

In some cases where your details could not be confirmed we will require a secondary document such as an ID selfie, utility bill or bank statement to complete your verification.

Why do I need to verify my account?

Identity verification protects our customers from potential fraud and helps us to fulfill our KYC, AML and CTF requirements. You can learn more about verification here.

Can I register as a business?

Yes, please contact us via helpdesk@btradeaustralia.com to get started.

Why do you need my bank account details?

To protect our customer and others from fraud and identity theft, we require you to prove ownership and control of any bank account used to trade with us. All information submitted during this process is kept confidential and stored securely under strict access controls.

Why hasn’t my account been verified yet?

If your account verification is in progress, you should allow 24-48 hours for us to process your information and provide a result.

If you haven’t heard from us, please check that we have all the information required, check your email or account-home page in case we have requested a secondary document from you.

You can always contact us via helpdesk@btradeaustralia.com if you require more information about the progress of your account verification.

Can I change my email address?

Yes, if you have a verified mobile phone number linked to your account you can change your email address from the account-details page. You will be sent an sms confirmation code to complete the process.

Can I change my mobile phone number?

Yes, once you have verified your email address you can change your mobile phone number using the account-details page. You will be sent email and sms confirmation of the change.

I have submitted incorrect information when signing up, what should I do?

If you have supplied incorrect information when signing up you should contact us via helpdesk@btradeaustralia.com from your registered email address and provide details of the error.

In some cases we will require a secondary document from you to confirm the change in details.

What happens to the information I provide?

All the information you provide is governed by our privacy policy which can be viewed here.

Can I close my account?

Yes, please email helpdesk@btradeaustralia.com from your registered email address to request an account closure.

Orders

How long does it take to process an order?

We always aim to process orders as quickly as possible and as your trading history with us develops we can improve your processing times. We generally require up to four hours from the confirmation of your payment to complete an order.

Conditions on the bitcoin network can sometimes result in delayed delivery of your bitcoin beyond our control. In all such cases we will always employ preventative measures where possible and keep you informed via site notifications.

Important: First Time Orders and New Bank Accounts

Your first order with us using Poli Payments will be subject to longer than usual processing times while we wait for the funds to land and be confirmed. You should allow at least one to two business days for this process to complete.
After your first order is complete your orders will be processed within our regular timeframes.
In some cases these delays may also apply to the first time use of new bank accounts.

Do you process orders 24 hours a day 7 days a week?

We process order 7-days a week between 7am and midnight. Any orders placed after midnight will be processed at 7am the following morning.

I am having trouble receiving SMS verification codes what should I do?

If you are not receiving SMS verification codes we recommend you try the following;

Please note that although you may still be receiving SMS messages from other sources, power cycling your phone is an important step that will eliminate network issues that could be the causing message failures.

If you are still unable to receive your SMS codes contact helpdesk@btradeaustralia.com

How much bitcoin can I buy?

Depending which payment method you select, you can order between $50.00 and $20,000.00 AUD using our platform. Please be aware that additional ordering limits may apply to your account based on the results of your verification.
If you would like to place larger orders please contact our trading desk for more information.

Can I buy ETH or other cryptocurrencies?

We will be adding new cryptocurrencies to our platform in the near future. In the meantime we service a range of cryptocurrencies at competitive rates though our trading desk. Click here for more information.

Can I cancel an order once it has been placed?

Please take care when placing your orders as once an order has been submitted and payment has been received, it is often not possible to have it cancelled or reversed.

Why does my wallet display a different currency amount from my order?

The constantly fluctuating value of bitcoin means that the currency value of your order will be a constantly changing value. We will always transfer the amount of BTC as calculated using the current rate at the time of purchase.
You should also ensure you are viewing the balance of your wallet in Australian Dollars (AUD) as some services will default to United States Dollars (USD).

Website

How can I let you know about a problem that I am having with your website?

If you have feedback about our website or you have encountered a bug you can contact us via techsupport@btradeaustralia.com

Please direct all enquiries regarding orders and account verification to helpdesk@btradeaustralia.com

What is your password criteria and how does it work?

Our password criteria allows any value between 8 and 255 characters.

To ensure the security of your account, we reference a public database of commonly used weak passwords.
If your password appears on this list it is considered too weak and will be rejected.

Here are some examples of unacceptable passwords

We recommend updating your password periodically

Follow these guidelines to create a strong and secure password.

Consider using a password manager


Create your account now to get started

Create An Account