Login and whitelisting issues

This article is intended to provide support for issues you may encounter when attempting to log into your Bittrex Global Trading Account and during the whitelisting of a wallet address or an IPv4 address.

 

Username, password, and captcha issues

If you are encountering issues when logging into your account with your Username and Password, please review the following steps for assistance:

  1. Make sure you are attempting to log into the official Bittrex Global site. If you are attempting to log into https://bittrexglobal.zendesk.com you are logging into our Support system which uses a separate login.
  2. If you need to reset your password, use this link to reset your Bittrex Global password: https://www.global.bittrex.com/Account/PasswordReset 
    • Password resets generate a 24 hour account lock in order to protect users from hackers. You will need to wait 24 hours from the time you reset your password in order to withdrawal from the account.
  3. Add mailer@global.bittrex.com to your email's contacts or safe senders list and check your spam folder and email account's settings to make sure you are accepting our emails.
  4. Chrome is the preferred browser for Bittrex. If your login attempts are not going through, try again on Google Chrome with an Incognito window. If that works you will need to clear the cache and cookies on your existing/preferred browser.
  5. If you are attempting to log in from a mobile device, try using a computer instead such as a PC or Mac.

If you are experiencing login issues with a captcha or a page displaying the error "500 - Uh oh! something went wrong on our end," try some of the following troubleshooting options:

  1. Clear your browser's cache and any remove any Bittrex Global related cookies.
  2. Try logging in again with Google Chrome using an Incognito window. If that works you will need to clear the cache and cookies on your existing/preferred browser.

If this article does not resolve your username, password, or captcha issue, submit a support request using the General Support form.

 

Two-factor authentication troubleshooting

If you are experiencing issues logging into your account with two-factor authentication (2FA), review our Two-Factor Authentication (2FA) support article. The support article goes over how to enable, disable, and troubleshoot 2FA on your account.  

If this article does not resolve your issue, log into your Bittrex support account and submit a support request using the Two-Factor (2FA) form.

 

IP verification emails not received

To add extra security to your Bittrex Global account, we require all users to approve each new IP address through an email confirmation. This IP verification procedure is required each time you attempt to log in from a new IP address. If you are not receiving the IP login notifications when logging into your account with your username and password, please review the following steps for assistance:

  1. Make sure you are attempting to log into the official Bittrex Global site. If you are attempting to log into https://bittrexglobal.zendesk.com you are logging into our Support system which uses a separate login. Be sure that you are logging in using your Bittrex Global trading email information.
  2. Add mailer@global.bittrex.com to your email's contacts or safe senders list. This will whitelist the Bittrex Global mailing address, allowing all Bittrex Global emails to be delivered. Check your spam folder and your email account's settings to make sure you are accepting our emails.
  3. Chrome is the preferred browser for Bittrex Global. If your login emails are not arriving, try again with Google Chrome using an Incognito window. If that works you will need to clear your cache and cookies on your existing/preferred browser.
  4. If you are attempting to log in from a mobile device, try using a computer instead such as a PC or Mac.
  5. If you are still not receiving the IP verification emails, submit a support request using the General Support form.

 

IP and wallet whitelist issues

Most whitelisting errors occur due to the use of an IPv6 or an invalid wallet address added to the account.

Wallet address whitelisting issue

By adding a digital currency address to a whitelist, you will only be able to withdraw that specified currency to one of its matching addresses. To add or delete a currency and address pair, you must have 2FA enabled and provide your authenticator code before submitting any changes.

If you enabled whitelisting for any currency, all currencies will be required to have a specified withdraw address. If you are receiving a whitelist address error, this most likely means you have not configured the address whitelisting you are attempting to send the currency to. To solve this issue:

  1. Click Account > Withdrawal Whitelist
  2. Configure the address for withdrawal

IP whitelisting issue

By adding one or more IP addresses to your whitelist, you will only be able to place orders or withdraw funds from the specified whitelisted addresses. To add or remove an IP address, you must have 2FA enabled and provide your authenticator code before submitting any changes.

Below are relevant terms as well as troubleshooting tips:

  • Static indicates that the IP address remains the same with subsequent logins on the network.
  • Dynamic indicates that the IP address changes every time you log into your network.
  • IPv4 whitelisting is currently supported through Bittrex Global (e.g. 192.168.115.1).
  • IPv6 whitelisting is not supported (e.g. 2001:0AB8:CD10:FE01:0000:0000:0000:0000).

IP whitelisting is preferred for customers who work with a static IPv4 address on their network for added convenience. Bittrex Global does not currently support IPv6 addresses, or IPv6 to IPv4 conversions on our whitelist. If your account has an IPv6 address associated with the whitelist, you will need to remove the IPv6 address. If this does not resolve the issue, remove all whitelisted IP addresses to resolve the error.

If you are still encountering issues with whitelisting your IP or wallet ID, submit a support request using the General Support form.

 

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