Bitstack may ask you for additional information or documents as part of the regulatory monitoring of your account. This is a standard process designed to protect your account from fraudulent use.
Why this request?
We may request additional information to:
Verify your identity or update your details
Ensure your account meets regulatory requirements
Prevent fraud
We have strict security measures in place to protect your personal data.
To learn more, read our privacy policy.
How to respond to a document request?
When we need to retrieve one or more documents from you, you will receive an email containing a button. This button opens the Bitstack app only, never a web page.
You can also open the app directly: the request will be visible there and you can respond from the app.
For any other request, reply directly to the email you received with the required information.
No request visible in the app? Contact us before responding to the message you received. Malicious actors can impersonate Bitstack by replicating our visual identity. Our team can confirm whether a message genuinely came from us.
What happens next?
Once we receive your documents, our team will review them. This process generally takes 5 to 7 business days. You will be notified as soon as a decision is made.