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FAQ Frequently Asked Questions (FAQ)

About how to use

I don't know how to register a new account and start the transaction.

In the Bitterz column, you can learn more about the process of registering and starting the transaction.

Please refer to the Bitterz column for details.

> How to get started in Bitterz

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

What is additional authentication?

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 complete additional authentication if we deem it necessary to verify for AML (Anti Money Laundering) compliance.

Please complete additional authentication via ‘Additional Authentication’ on My Account.

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.

The camera didn’t work in additional authentication.

You should allow access to the camera on your device (mobile, PC or tablet) or in your operating system.

Please refer to the following pages to check the settings.

> In the case that the camera does not work

What is the WFTSA?

WFTSA is the World Financial Transaction Settlement Association.

WFTSA was established to share the information regarding violators of financial transactions, spot transactions, and various types of settlements among its member organizations in order to ensure sound and stable operations.

We are a member of the WFTSA.

Can I transfer funds between wallets?

No, you cannot transfer funds from wallet to wallet.

*ETH / USDT / USDC wallets are for deposit only.
It is not possible to transfer funds from wallet to wallet or from MT5 account to wallet (ETH / USDT / USDC).

Account Opening

Can anyone register for this service?

This service is open to anyone who is 18 years of age or older, who understands, can read and write the language of the corresponding country, and who promises to comply with the Terms of Use of this service.

However, please note that the nationals and residents of the following countries are not eligible for registration.

  • United States
  • Cuba
  • Sudan
  • South Sudan
  • Iran
  • North Korea
  • Syria
  • Republic of Kosovo

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?

Deposits can be made in USD, JPY and BTC.

・Credit Card Deposit
If you use the "Credit Card Deposit" at the time of deposit, you can pay in USD and JPY.
(We also accept debit cards)

*The settlement will be in USD and JPY, but the deposit to Bitterz Wallet will be in BTC (Bitcoin).
Please check the "Converted BTC Amount" displayed at the time of settlement.

Credit card companies that accept USD payments are
VISA, Mastercard, JCB, JCB, AMEX, Diners, and DISCOVER.

Credit card companies that accept JPY payments are
VISA, Mastercard, and JCB.

For detailed instructions on how to make a deposit, please refer to this page.

> Deposit Method

Click here to deposit now.

> My Account - Deposit

・BTC Deposit
You can deposit in BTC (Bitcoin) if you use the "BTC Deposit" method when making a deposit.

You can use other companies' services to purchase BTC to make a deposit.

For more information on how to make a deposit, please refer to this page.

> Deposit Method

Click here to deposit now.

> My Account - Deposit

What are the deposit methods?

There are two main ways to make a deposit.

・Deposits in cryptocurrency

Deposits can be made in BTC, ETH, USDT, and USDC.

*For ETH deposit
Please note that there are some precautions, so please make sure to read them before using ETH deposit.

・Deposit by credit card

There are two types of payment: USD and JPY.
The following credit card companies can be used.

USD payment:VISA / MASTER / JCB / AMEX / DINERS / DISCOVER

JPY payment:VISA / MASTER / JCB

*Debit cards are also accepted.

Please refer to this page for detailed instructions on how to make a deposit.

> How to make a deposit

To make a deposit now, click here.

> My Account - Deposit

What is the deposit address for depositing cryptocurrency?

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.)


In the case of depositing cryptocurrency
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

*For ETH deposits, if you are transferring funds via Smart Contract, we will need to manually reflect your deposit. Please contact our customer support. Please check here for details.
*ERC20 tokens other than USDT(Tether) and USDC(USD Coin) are not accepted. If you transferred funds with unacceptable currencies, we will not be able to refund your money.

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.

* For ETH deposits, if you are transferring funds via Smart Contract, we will need to manually reflect your deposit. Please contact our customer support. Please check here for details.

Why is the date and time of the credit card settlement different from that on the invoice?

The date and time of settlement and invoice may typically vary by 2-3 days depending on the country of settlement.

(It may vary up to two weeks.)

Is there a maximum settlement amount for credit card payments?

The maximum amount that can be settled in one transaction is 500,000 JPY (265,000JPY for VISA), regardless of the card's spending limit.

If you need to deposit more than this amount, please arrange for the deposit next day or consider other payment methods.

Is there a limit to the number of credit card payments?

・Credit cards other than VISA
There is no limit to the number of credit card payments other than VISA.

・VISA
In terms of VISA, the maximum number of times can be used in a month is 5.

*Only successful payments are subject to the limit, and failure or refundable payments are not included in the limit.
*The count of the number of payments is reset on the 1st of every month.
(Even if your credit card reaches the limit of 5 transactions in the current month, you can still make payments again in the next month at the limit of 5 transactions.)

Do you accept debit cards?

You can use your debit card for payment at the time of deposit.

Please select the payment method "Credit Card" in My Account to use it.

*Notes
If you use a debit card, it is possible that a temporary double payment may be made, but the charge will be canceled or refunded at a later date.
Please be aware of this and thank you for your understanding.

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 mining 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.

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

I created an account. When will I receive the bonus?

In order to claim your bonus, KYC must be completed and approved by us.

If you have not completed KYC, please submit the required documents.

We will approve your KYC after confirmation.
The bonus will be reflected in your account when KYC is approved.

> How to submit your ID

> Submit ID now

※ Note
Bonus awards are subject to a time limit.
You have 30 days from the date of registration to submit your ID and have it approved by us.
Depending on the status of your identification, it may take some time for you to be approved, so we ask that you submit your identification as early as possible.

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.

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