Frequently Asked Questions (FAQ) on Bitrue
Account
Why Can’t I Receive SMS verification Codes
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In an effort to improve the user experience, Bitrue is constantly expanding the scope of SMS authentication. Nonetheless, certain nations and regions aren’t currently supported.
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Please check our Global SMS coverage list to see if your location is covered if you are unable to enable SMS authentication. Please use Google Authentication as your primary two-factor authentication if your location is not included on the list.
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The guide How to Enable Google Authentication (2FA) may be of use to you.
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The following actions should be taken if you are still unable to receive SMS codes even after you have activated SMS Authentication or if you are currently living in a nation or region covered by our global SMS coverage list:
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Make sure there is a strong network signal on your mobile device.
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Disable any call blocking, firewall, anti-virus, and/or caller programs on your phone that could be preventing our SMS Codes number from working.
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Turn your phone back on.
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Instead, try voice verification.
Why can’t I receive emails from Bitrue
If you are not receiving emails sent from Bitrue , please follow the instructions below to check your email’s settings:
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Are you logged in to the email address registered to your Bitrue account? Sometimes you might be logged out of your email on your devices and hence can’t see Bitrue’s emails. Please log in and refresh.
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Have you checked the spam folder of your email? If you find that your email service provider is pushing Bitrue emails into your spam folder, you can mark them as “safe” by whitelisting Bitrue’s email addresses. You can refer to How to Whitelist Bitrue Emails to set it up.
Addresses to whitelist:
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Is your email client or service provider working normally? You can check the email server settings to confirm that there isn’t any security conflict caused by your firewall or antivirus software.
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Is your email inbox full? If you have reached the limit, you wont be able to send or receive emails. You can delete some of the old emails to free up some space for more emails.
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If possible, register from common email domains, such as Gmail, Outlook, etc.
Verification
Why should I provide supplementary certificate information
In rare cases, if your selfie doesn’t match with the ID documents you’ve provided, you will need to provide supplementary documents and wait for manual verification. Please note that manual verification might take several days. Bitrue adopts a comprehensive identity verification service to secure all users funds, so please ensure that the materials you provide meet the requirements when you fill in the information.
Identity Verification for Buying Crypto with Credit or Debit Card
1. In order to ensure a stable and compliant fiat gateway, users buying crypto with credit or debit cards are required to complete identity verification. Users who have already completed Identity Verification for the Bitrue account will be able to continue to buy crypto without any additional information required. Users who are required to provide extra information will be prompted the next time they attempt to make a crypto purchase with a credit or debit card.2. Each identity verification level completed will grant increased transaction limits, as listed below. All transaction limits are fixed to the value of the euro (€), regardless of the fiat currency used, and thus will vary slightly in other fiat currencies according to exchange rates.
- Basic Info:
This verification requires the user’s name, address, and date of birth.
- Identity Face Verification:
This verification level will require a copy of a valid photo ID and a selfie to prove identity. Face verification will require a smartphone with Bitrue App installed.
- Address Verification:
In order to increase your limit, you will need to complete your identity verification and address verification (proof of address).
Trading
What is a Limit Order
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A limit order is an order that you place on the order book with a specific limit price. It will not be executed immediately, like a market order. Instead, the limit order will only be executed if the market price reaches your limit price (or better). Therefore, you may use limit orders to buy at a lower price or sell at a higher price than the current market price.
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For example, you place a buy limit order for 1 BTC at $60,000, and the current BTC price is 50,000. Your limit order will be filled immediately at $50,000, as it is a better price than the one you set ($60,000).
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Similarly, if you place a sell limit order for 1 BTC at $40,000 and the current BTC price is $50,000, the order will be filled immediately at $50,000 because it is a better price than $40,000.
What is a market order
A market order is executed at the current market price as quickly as possible when you place the order. You can use it to place both buy and sell orders.
How do I view my Spot Trading Activity
You can view your spot trading activities from the Orders and Positions panel at the bottom of the trading interface. Simply switch between the tabs to check your open order status and previously executed orders.
1. Open orders
Under the [Open Orders] tab, you can view details of your open orders, including:
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Order date.
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Trading pair.
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Order type.
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Order price.
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Order amount.
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Filled %.
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Total amount.
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Trigger conditions (if any).
2. Order history
Order history displays a record of your filled and unfilled orders over a certain period. You can view order details, including:
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Order date.
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Trading pair.
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Order type.
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Order price.
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Filled order amount..
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Filled %.
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Total amount.
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Trigger conditions (if any).
Deposit
What is a tag/memo and why do I need to enter it when depositing crypto
A tag or memo is a unique identifier assigned to each account for identifying a deposit and crediting the appropriate account. When depositing certain crypto, such as BNB, XEM, XLM, XRP, KAVA, ATOM, BAND, EOS, etc., you need to enter the respective tag or memo for it to be successfully credited.
How long does it take for my funds to arrive? What is the transaction fee
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After confirming your request on Bitrue, it takes time for the transaction to be confirmed on the blockchain. The confirmation time varies depending on the blockchain and its current network traffic.
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For example, if you’re depositing USDT, Bitrue supports the ERC20, BEP2, and TRC20 networks. You can select the desired network from the platform you’re withdrawing from, enter the amount to withdraw, and you will see the relevant transaction fees.
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The funds will be credited to your Bitrue account shortly after the network confirms the transaction.
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Please note that if you enter the wrong deposit address or select an unsupported network, your funds will be lost. Always check carefully before you confirm the transaction.
Why has my deposit not been credited yet
Transferring funds from an external platform to Bitrue involves three steps:
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Withdrawal from the external platform.
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Blockchain network confirmation.
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Bitrue credits the funds to your account.
An asset withdrawal marked as “completed” or “success” in the platform youre withdrawing your crypto from means that the transaction was successfully broadcast to the blockchain network. However, it might still take some time for that particular transaction to be fully confirmed and credited to the platform you’re withdrawing your crypto to. The number of required “network confirmations” varies for different blockchains.
For example:
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Alice wants to deposit 2 BTC into her Bitrue wallet. The first step is to create a transaction that will transfer the funds from her personal wallet to Bitrue.
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After creating the transaction, Alice needs to wait for network confirmations. She will be able to see the pending deposit on her Bitrue account.
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The funds will be temporarily unavailable until the deposit is complete (1 network confirmation).
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If Alice decides to withdraw these funds, she needs to wait for two network confirmations.
- Due to possible network congestion, there might be a significant delay in processing your transaction. You may use the TxID (Transaction ID) to look up the status of the transfer of your assets by using a blockchain explorer.
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If the transaction has not yet been fully confirmed by the blockchain network nodes or has not reached the minimum number of network confirmations specified by our system, please wait patiently for it to be processed. When the transaction has been confirmed, Bitrue will credit the funds to your account.
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If the transaction is confirmed by the blockchain but not credited to your Bitrue account, you may check the deposit status using the Deposit Status Query. You can then follow the instructions on the page to check your account or submit an inquiry for the issue.
Withdrawal
Why has my withdrawal now arrived
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I’ve made a withdrawal from Bitrue to another exchange or wallet, but I haven’t received my funds yet. Why?
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Transferring funds from your Bitrue account to another exchange or wallet involves a three-step withdrawal request on Bitrue.
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Blockchain network confirmation.
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Deposit on the corresponding platform.
Normally, a TxID (Transaction ID) will be generated within 30–60 minutes, indicating that Bitrue has successfully broadcasted the withdrawal transaction.
However, it might still take some time for that particular transaction to be confirmed and even longer for the funds to be finally credited into the destination wallet. The number of required “network confirmations” varies for different blockchains.
For example:
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Alice decides to withdraw 2 BTC from Bitrue to her personal wallet. After she confirms the request, she needs to wait until Bitrue creates and broadcasts the transaction.
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As soon as the transaction is created, Alice will be able to see the TxID (Transaction ID) on her Bitrue wallet page. At this point, the transaction will be pending (unconfirmed), and the 2 BTC will be frozen temporarily.
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If all goes well, the transaction will be confirmed by the network, and Alice will receive the BTC in her personal wallet after 2 network confirmations.
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In this example, she had to wait for two network confirmations until the deposit showed up in her wallet, but the required amount of confirmations varies depending on the wallet or exchange.
Due to possible network congestion, there might be a significant delay in processing your transaction. You may use the transaction ID (TxID) to look up the status of the transfer of your assets by using a blockchain explorer.
Note:
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If the blockchain explorer shows that the transaction is unconfirmed, please wait for the confirmation process to be completed. This varies depending on the blockchain network.
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If the blockchain explorer shows that the transaction is already confirmed, it means that your funds have been sent out successfully, and we are unable to provide any further assistance on this matter. You will need to contact the owner or support team of the destination address to seek further help.
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If the TxID has not been generated 6 hours after clicking the confirmation button from the e-mail message, please contact our Customer Support for assistance and attach the withdrawal history screenshot of the relevant transaction. Please make sure you have provided the above detailed information so the Customer Service agent can assist you in a timely manner.
What Can I Do When I Withdraw to the Wrong Address
If you mistakenly withdraw funds to the wrong address, Bitrue is unable to locate the receiver of your funds and provide you with any further assistance. Our system initiates the withdrawal process as soon as you click [Submit] after completing security verification.
How can I retrieve the funds withdrawn to the wrong address
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If you sent your assets to an incorrect address by mistake and you know the owner of this address, please contact the owner directly.
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If your assets were sent to the wrong address on another platform, please contact the customer support of that platform for assistance.
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If you forgot to write a tag or meme for withdrawal, please contact the customer support of that platform and provide them with the TxID of your withdrawal.
