At Bitstack, the security of your account and your bitcoin is an absolute priority. This FAQ is designed to help you recognize fraud attempts, protect your access, and know how to react if you have any doubts.
What Bitstack will never ask you
Regardless of the situation, Bitstack will never ask you:
for your login credentials (email, password, security codes, or SMS codes),
to transfer your bitcoin to another address,
to make a payment to "secure", "unblock", or "recover" your account,
for sensitive banking information via message.
Bitstack does not have a phone support line and never contacts users by phone.
Essential reminder
Bitcoin transactions are irreversible.
If a person or organization promises you easy money, guarantees risk-free returns, or asks you to pay in order to receive a bonus or "gift", it is almost always a scam.
Bitstack security verifications
For certain sensitive operations, Bitstack may ask for additional verification (2FA or SCA). This verification is only used to confirm an action you are currently performing in the app.
Never share a verification code with anyone — not by phone, message, or on a website. Bitstack will never ask you to share a code you have received.
Any verification code received without you having initiated an action in the app, or that a third party asks you to share, must be treated as a fraud attempt. Do not act on it under any circumstances.
The most common types of scams
Phishing
Fake emails, text messages, or websites imitate the appearance of Bitstack to steal your login credentials, security codes, or personal information.
Always check the sender, spelling, and website URL before taking any action.
SMS spoofing
Fraudulent messages appear to come from an official service (Bitstack, a bank, or a government body). The sender name may look legitimate. The message creates a sense of urgency: a fake withdrawal code, blocked account, suspicious payment, or verification required.
Bitstack will never ask you to contact us following an SMS, or to share codes via message.
Fake financial advisor
A fraudster impersonates a bank advisor or financial services representative. They claim to have detected a suspicious transaction and ask you to confirm information, share codes, or transfer funds "for security purposes".
Neither a bank advisor nor Bitstack will ever ask you to transfer your bitcoin or share your codes.
Social media scams
Fake accounts impersonate Bitstack or its executives and run fake contests or giveaways.
Bitstack never runs contests requiring advance payment. All official contests are communicated through our official channels (X, Instagram, Facebook).
Scams via online advertising
Fraudulent ads impersonating Bitstack may appear on social media (Facebook, Instagram) or other platforms. They typically offer exclusive deals, promo codes, or attractive returns, and redirect to fake websites reproducing Bitstack's visual identity in order to steal your credentials.
Before clicking on any ad mentioning Bitstack, always verify that the link points to https://www.bitstack-app.com. If in doubt, go directly to the app or official website without clicking the ad.
Fake applications
Applications imitate Bitstack with the goal of stealing your data.
Only download Bitstack from the App Store (Apple) or the Google Play Store (Android). Always check the publisher name, reviews, and number of downloads.
Guaranteed return promises
Some scams offer high returns if you invest or recruit others (pyramid or Ponzi schemes). Others artificially inflate the price of a cryptocurrency before a sharp drop (pump and dump schemes).
Bitstack never offers guaranteed returns. Bitstack offers bitcoin only, recognized for its robustness and transparency.
How to protect your account
Use a strong, unique, and confidential password.
Never use the same password across multiple services.
Secure the email address linked to your Bitstack account: use a strong password and enable two-factor authentication (2FA) with your email provider.
Regularly update the Bitstack app, your phone's operating system, and your security software.
Never share your login or validation codes.
Regularly monitor your transactions and account activity.
Be wary of any unsolicited offer, especially if it creates a sense of urgency.
How to verify before taking action
If in doubt, contact Bitstack customer support directly via the app or official website.
Make sure you are on the official website: https://www.bitstack-app.com
Visit our dedicated security page: https://www.bitstack-app.com/securite
Never click on a suspicious link received by email or SMS.
Bitstack will never contact you by phone. If you receive a call from someone claiming to be a Bitstack employee, hang up and contact our customer support directly.
What to do if you think you are a victim of a scam?
Change your password immediately.
Contact our customer support via the Bitstack app or our official website.
Keep evidence: screenshots, messages, addresses.
Every report is handled with care to protect the entire community.