FAQ


Accounts & Verification

Can anyone sign up?

To sign up with Bit Trade Australia 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 name, address, date of birth 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 a 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.

Why do you need my bank account details?

When you use a new bank account with us for the first time, we are required to confirm your ownership of the account. In some cases we may ask you for a copy of a recent bank statement to help complete this process.

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.

We require up to 4 hours from the receipt of your payment to complete your order, however there are some exceptions. When placing a first time order using Poli Payments we require extra processing time while we wait for the funds to appear in our account.

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;

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

How much bitcoin can I buy?

We currently have a minimum order size of $50 AUD and a daily maximum of $20,000 AUD.

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.

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