Received an email "Important confirmation regarding your recent transaction.【Please upload documentation to verify that you are using the declared address】

In accordance with the Act on Prevention of Transfer of Criminal Proceeds, we confirm the purpose of the transaction.

【Please upload documentation to verify that you are using the declared address】

In this section, please submit the documents listed below that show that you reside at the address you are declaring.

・Individual

■ Identification documents that can be submitted

With the exception of the identification documents submitted at the time of account creation, please submit one of the following identification documents.

Driver's license

My Number Card

Passport

Resident card

■ If you have no other documents

Please submit one of the following

Certificate of residence
Utility bill receipt
Tax payment certificate
Certificate of seal impression

・Corporate

Please submit the registration certificate or tax return showing the location of the corporation.

For inquiries regarding this matter, please contact：03-6434-7957

※Call center is open weekdays from 9:30 a.m. to 5:30 p.m. (Only Japanese is available).

※The inquiry form is available in English.

Inquiry URL ： https://bitflyer.com/en-jp/Contact

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

Welcome to bitFlyer’s website!