Frequently Asked Questions
- Are there any fees to use the BTC.com wallet?
BTC.com does not charge fees to use the wallet, and the app is always free to download. Your transactions include network mining fees, which are paid to the bitcoin network to guarantee your transactions are confirmed. For more information on transaction fees, check out our blog post, “Ever wonder how blockchain transaction fees work?”
- I’ve lost my password, now what?
You can easily recover your wallet with the backup PDF that you were prompted to save when creating your wallet. Visit https://recovery.blocktrail.com to recover your wallet.
- What do “Optimal fee” and “Low priority fee” mean?
The optimal fee provides the best transaction fee according to our fee system, taking into account both speed and cost. The optimal fee is the recommended option to use, as your transactions will quickly be confirmed. The low priority fee is a cheaper option, although your transaction might take a longer time to be confirmed. For more information, check out our blog post, “Lower transaction fees? No problem.”
- Why does my “Receive” bitcoin address always change?
Our wallet is known as a Hierarchical Deterministic (HD) wallet. Using HD wallet technology allows us to provide you with an easy-to-use backup seed PDF. Other added benefits of HD wallets are its privacy and security aspects — no malicious actor can follow or analyze your bitcoin usage, because a new bitcoin address is generated each time you click on the “Receive” tab. Remember, you can re-use any bitcoin address that has been generated through the “Receive” tab.
- Do I retain ownership of my private keys?
Yes! Using the BTC.com wallet, you are the owner of your private keys. BTC.com never has access to your bitcoin.
- What security does a BTC.com wallet provide?
BTC.com uses multi-signature and HD wallet technology. Because we never have access to your private keys, this further protects your bitcoin.
- What happens to my bitcoin if BTC.com’s service is unavailable?
If BTC.com is ever unavailable, you are always able to restore your wallet using the BTC.com backup recovery document via https://recovery.blocktrail.com
- How do I back up my wallet?
When you create your wallet, you will be prompted to download a backup recovery document. This document is your master backup. It is able to restore your wallet as well as any addresses associated with it. This document allows direct access to your wallet and should be kept confidential and stored securely offline. If you skip this option when setting up the wallet, you can find the option to save your backup recovery document in the “Settings” menu. Saving your backup recovery document securely is very important and should always be done, there is NO way to recover your bitcoins if you have lost your backup PDF!
- What is two-factor authentication?
Also known as 2FA, two-factor authentication is a method of confirming a user's claimed identity by utilizing a combination of two different components. We recommend using 2FA.
- Is BTC.com available on mobile?
- Can I buy or sell bitcoin through the BTC.com wallet?
Very, very soon. ;)
- Help! My wallet has been disabled!
We have detected suspicious activity on your wallet. Please send an email to email@example.com.
- My IP address has been banned, now what?
We have detected suspicious activity from your IP address. If you believe we have incorrectly banned your IP, please send an email to firstname.lastname@example.org.
- I want to use the transaction accelerator that you provide. How can I do so?
At the moment, we only offer this service through Alipay payments. We apologize for any inconveniences.
- How do I reset my PIN code?
You can reset your PIN by going to “Settings” and logging out of your account. When logging back in, you will be able to set a new PIN code.
- How do I send bitcoin?
You can send bitcoin by logging into your wallet and clicking the “Send” button on the website or in the app. You can send to a bitcoin address, QR code, or contact.
- How do I send bitcoin directly to my contacts?
You are able to directly send bitcoin to contacts on your mobile device, provided that they are also a BTC.com wallet user. Simply select a contact from your phone's address book, enter an amount, and click “Send.” Using HD wallet technology, we find the wallet associated with your friend's phone number and create a new address to which you can send bitcoin. If your contact is not a BTC.com user, click “Tell a Friend” and send him or her an invitation to download our wallet!
- How do I receive bitcoin?
You can receive bitcoin by logging into your wallet, clicking the “Receive” button on the website or in the app. A new address and QR code will be generated for you. You can copy, email, or SMS this information to the relevant party. You can also request a payment to be made via the app
- I have a question related to none of the above. How do I contact support?
Easy! Send an email to email@example.com and we’ll reply with help as soon as we can.