Bitterz|Cryptocurrency CFD Trading Platform

MENU

FAQ Frequently Asked Questions (FAQ)

About how to use

I cannot log into My Account.

Please check if you have entered the correct email address, password, and Google 2-step authentication code.

If you don't remember your login password

Please reset your current password from the login password reset form. Then follow the steps to reset your login password.

>>Login password reset form

If you don't know your Google 2-step Verification password

Please contact us from the inquiry form for us to disable the Google 2-step Verification settings.

To verify your identity, please contact us after uploading the ID selfie image and fill in the form by answering the questions.

>>Inquiry form

I would like to try trading first, is there a demo environment?

Yes, we have a demo trading account.

After creating an account, you can open a demo account from My Account.

Click here if you already hold an account and want to open a demo account.

Click here if you have not registered yet.

How to change my login password?

If you know your login password

Please change your login password from "Change login password" on My Account.

>>Change login password on My Account.

If you do not remember your login password

Please reset your current password from the login password reset form. Then follow the steps to reset your login password.

>>Login password reset form

You may see some issues if you are using Internet Explorer as your browser.

The display and operation may be a little strange if the browser is Internet Explorer.

We recommend Google Chrome as your browser.

If you have not yet installed Google Chrome, please download from the link below.

>>Click here to download Google Chrome

What should I submit for KYC? Where should I submit it?

The following three types of IDs can be used.

  • ID card
  • Passport
  • Driver's license


Take a photo of the front and back of your ID then upload the image.

Also, please submit a selfie image of you holding your ID.


Click here for detailed instructions on KYC.


Please submit your ID from My Account.

Click here to submit your ID

Do I need to submit my residence certificate?

We will make a comprehensive assessment of your deposits and withdrawals, your assets and the status of your transactions.
Please note that we may ask you to provide proof of your current address if we deem it necessary to verify for AML (Anti Money Laundering) compliance.

To verify your current address, please submit residence certificate that includes your name and current address and that has been issued within the last three months.

The types of proof of current address you may submit are as follows

  • Utility fee receipts
  • Mobile phone bills
  • Credit card bills or statements
  • Certificate of residence

* Please provide a picture that clearly shows your name, current address, date of issue, and the name of the issuing company.

Can I change my registered name?

Normally we do not allow users to change their registered name.

If you still want to change it, please contact us from the Support in My Account.

Click here for Support.

Account Opening

I have not received the confirmation email after creating an account.

Please check your spam folder.

If you still don’t find the email, please contact us at "support_en@bitterz.com".

About Deposit

Can I deposit in Dollars or Euros?

Only BTC (Bitcoin) can be used for deposits.

You must first buy BTC from your local exchange. Once you have BTC, you can make a deposit to your Bitterz account.

Click here for detailed instructions on how to deposit

Click here to deposit now

What is the deposit address?

An address is like an account number for using cryptocurrency.


When you sign up for our service, we will provide you with a wallet. (The wallet is created automatically and no new wallet can be created afterwards.)


In addition, you have your own address for each cryptocurrency in your wallet. (Addresses are assigned automatically and cannot be created anew.)


If you want to make a deposit, you need to transfer BTC from the wallet you have in other companies to your deposit address in Bitterz.

* For the wallet addresses of other companies, please check with the other companies' services you are using.


* A respective wallet address is assigned to each cryptocurrency.
Please make sure to use the corresponding address when making a deposit or withdrawal.

If you transfer a wrong crytocurrency or use an incorrect address, you may lose your money, which cannot be returned in such cases. Therefore, please check the address carefully before using it.


>>For more information on deposit methods


>>Deposit

How long does it take for my deposited funds to be credited in my wallet?

Deposits are processed instantly.

However, it may take some time due to network congestion of the blockchain.

About Withdrawals

Can I withdraw in Dollars or Euros?

Withdrawal methods are BTC (Bitcoin) only.

Please select BTC from the withdrawal page on My Account and transfer BTC to the wallet address that you have, such as those you registered in other companies.


Click here for detailed instructions on how to withdraw


What is a wallet address?

A wallet address is like an account number for using cryptocurrency.


The wallet is an online service we provide for our clients. When you sign up for our service, we will provide you with a wallet.
(The wallet is created automatically and no new wallet can be created afterwards.)


In addition, you have your own address for each cryptocurrency in your wallet.
(Addresses are assigned automatically and cannot be created anew.)


If you want to make a withdrawal, you need to transfer BTC to the wallet you have in other companies from your Bitterz wallet.

The wallet address of the other companies used for withdrawals must be registered in advance through Address Management in My Account.


>>Address Management in My Account


* For the wallet addresses of other companies, please check with the other companies' services you are using.


* A respective wallet address is assigned to each cryptocurrency.
Please make sure to use the corresponding address when making a deposit or withdrawal.

If you transfer a wrong crytocurrency or use an incorrect address, you may lose your money, which cannot be returned in such cases. Therefore, please check the address carefully before using it.


>>For more information on deposit methods


>>Deposit

Are there any withdrawal fees?

Bitterz does not charge a withdrawal fee. However, a network transaction fee of “0.0005 BTC” will be paid to the miners.

At Bitterz, we are offering a promotion campaign to cover all transaction fees by crediting the fees you paid, to your MT5 trading account.

>>For more details, click here.

*PLEASE NOTE
If the total amount deposited into the Bitterz Wallet is less than $100 and you have never made a transaction, we will charge you a withdrawal fee of $25 worth of BTC. (Excluding withdrawals of IB Partners' IB rewards)
This withdrawal fee is not a mining fee, so it will not be credited to your MT5 account.

When will my withdrawal arrive in my wallet?

All withdrawals are processed within our support business hours.

However, we do perform security checks and confirmations based on laws and regulations. It can also take some time due to network congestion of the blockchain.

About Trading

I cannot log into MT5.

Please make sure that there are no spaces in the login password as well as no errors in upper and lower case letters and try again.

I cannot make a transaction.

Have you logged in with the initial password (for browsing)?

There are two passwords for the account you have on My Account.

・Initial Password
・Initial password (for browsing)

For the initial password

To make transactions such as placing an order, please login with your initial password.
You can use all the functions of MT5.

For the initial password (for browsing)

The password will allow you to view your account but not available for any transactions such as placing an order.
Please use this password when you want to disclose your account to a third party.

What is ASK and BID?

In case of a "BUY" order, the trade is executed in ASK and settled in BID.

In case of a "SELL" order, the trade is executed in BID and settled in ASK.


BID is set in MT5 by default.

About Bonus

Can you withdraw bonus credits?

Bonus credits cannot be withdrawn.

You can use the bonus credit for trading, and you can withdraw profits only.

※ Note
If you withdraw money or move funds with bonus credit remaining in your account, the bonus credit will be lost. (However, bonus credits will not be lost if all funds are transferred between MT5 accounts.)

2-step Authentication

Is it possible to set up 2-step Verification? Where can I set it?

We have prepared the Google two-step Verification system.

You can enable the Google 2-step Verification from the settings page on My Account.

Click here to enable Google 2-step Verification

I have enabled the 2-step Verification, but I changed my mobile phone (smartphone). I can't log in. What should I do?

You should have a secret key from when you first enabled the Google Authenticator. Use that key to enable it on your new device.

1: If the Google Authenticator app is not installed on your new deivce, download it again from the app store.

2: Launch the Google Authenticator app, proceed to "enter setup key", and enter the key.

3: If the 6-digit code is displayed, you have successfully imported your 2FA settings.
You can now login using the authentication code.

If you do not have the secret key.

You need to make an inquiry in order to disable the current 2FA settings.

Our support will cancel your current 2FA settings.. You will need to set it again from My Account. .

Click here for Inquiry form.

IB Partner

Can I earn commissions by introducing Bitterz to other people?

We have an IB program that allows you to earn commission for referrals.

Anyone can register and join the IB program for free.

After completing the IB program registration, please use the referral link on the IB My Account to start introducing.

You can earn commissions depending on the trading volume (within a period) of your referrals.

Click here for more information about our IB program.

Click here to register as an IB now.

What is an IB?

IB is a program where you can invite other users and earn commissions depending on the trading volume (within a period) of your referrals.

To invite other users and earn commissions, you must first register as an IB.

After completing your registration, use the referral link on your IB account page and start inviting other users.

Click here for more information about our IB program.

Click here if you want to register as an IB now.