What is Cooldown?

If you are an individual customer and deposit Japanese yen within 90 days of completing identity verification, a 48-hour "Cooldown period" applies after the deposit to help prevent fraud and illicit transfers of funds. During this period, certain restrictions apply when sending crypto to external addresses.

If you make multiple deposits, a separate 48-hour Cooldown period applies from the time of each deposit. The Cooldown periods end in turn as each deposit reaches the 48-hour mark.

* During a Cooldown period, any amount you deposited over JPY 100,000 in the past 48 hours (excluding fees) is restricted. You cannot send crypto worth that amount to external addresses.

* If your total deposits within 48 hours are JPY 100,000 or less, no restriction applies.

* You can check the amount available to send on the crypto sending screen.

Most frequently asked questions

I would like to deactivate two-factor authentication.
If you are able to log in, select Settings and then Security Settings to change or deactivate your two-factor authentication.

If you are unable to log in.

After we confirm your identity, we will deactivate your two-factor authentication.

You can make a request to reset your two-factor authentication here.

*Once your two-factor authentication has been deactivated, we will send confirmation codes for the sake of security. If you are unable to receive this email, please confirm the following 3 items.
- Are the @bitflyer.com and @bitflyer.jp domains blocked?
- Have you made a filter for emails from bitFlyer?
- Has it ended up in your spam folder?
If none of the above solve the issue, please contact us.
I cannot remember my password.

If you are unable to log in due to forgetting your password, you can request a reset here. Enter your registered email address and then press the "Request bitFlyer to change your password" button.

If you are unable to receive SMS due to changing your mobile phone number or not having a registered mobile phone number, select “Customers who can not use SMS (may take longer to perform).” In order to ensure security, we will call you or request ID verification documents.
I would like to change my email address.

For security reasons, you are not able to change your email address or any other login related information by yourself.

Please contact bitFlyer customer support via the Contact page and select Update my registered infomation.

If you are able to log in:

Please input your name and registered e-mail address, select E-mail Address under the registration information you would like to modify field, and fill-out all the required information.

If you are not able to log in:

Please enter your name and registered e-mail address, select “Other” under the registration information you would like to modify field, and input the information you wish to change.

We will then send to the new e-mail address you want to change to, further information on how to proceed.

Please confirm our e-mail and provide us with a response at your earliest convenience.

After you have submitted the necessary identification documents, and we have confirmed that you are the one that is making the request, we will then process the changes.

Depending on the status of your account, please note that we might need to call you for additional identification purposes.

We have taken these extra security measures in order to protect your assets. We apologize for any inconvenience caused and appreciate your understanding.

FAQ

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