Most transaction issues can be traced to payment information, account verification, or wallet settings. Find the issue that best matches what happened below.
š Interac e-Transfer Problems
Missing or Incorrect Reference Code
If you sent an Interac e-Transfer without the correct reference code, your deposit may not be matched to your account automatically.
What to do: Do not send another transfer to correct the mistake. Contact support and let us know the confirmation code from interanc, transfer amount, approximate date and time, and the email address used to send it. Our team can review the transaction and advise you on the next steps.
Related article:
Sent to the Wrong Recipient
If you sent an Interac e-Transfer to an email address other than the one provided in your 1Bitcoin.ca deposit instructions, contact your bank immediately to determine whether the transfer can still be cancelled.
Always use the payment instructions displayed in your account for each deposit.
Related article:
Payment Sent From an Unsupported Bank Account
Payments must come from a supported Canadian personal bank account that meets 1Bitcoin.ca's account requirements.
Payments from business, corporate, third-party, or unsupported accounts may be delayed, rejected, or returned.
If you're unsure whether your bank account can be used, contact support before sending another payment.
š¦ Bank Wire Problems
Missing Wire Memo or Reference Information
Missing or incorrect wire information can prevent a payment from being matched automatically and may require manual review.
If this happens, contact support with the transfer details available to you. Our team will let you know if anything else is required.
Related article:
Name or Account Does Not Match
Bank wires must come from an eligible Canadian bank account that matches the legal name associated with your verified 1Bitcoin.ca account. Deposits from accounts with mismatched names, including joint accounts or third-party accounts, cannot be credited. Funds from such deposits will be returned to the originating bank account.
Corporate, third-party, or unsupported accounts may result in additional review, delays, or returned funds. Uploading additional documents to prove ownership of a joint or third-party account will not override this requirement.
Related article:
Incorrect Wire Instructions
Using incorrect banking information can significantly delay or prevent a wire from being received.
Always use the current wire instructions displayed in your 1Bitcoin.ca account. If you believe incorrect information was used, contact your bank and 1Bitcoin.ca support as soon as possible.
Related article:
š Wallet & Bitcoin Delivery Problems
My Bitcoin Hasn't Arrived
Under the current 1Bitcoin.ca purchase process, eligible CAD deposits are automatically used to purchase Bitcoin, which is then sent to your designated Bitcoin wallet.
If your deposit has been processed but your Bitcoin hasn't appeared in your wallet yet, the transaction may still be waiting for network processing or confirmations.
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My Bitcoin Transaction Is Still Pending
Bitcoin transaction times can vary depending on network conditions.
If you have a transaction ID (TXID), you can use a Bitcoin blockchain explorer to check whether the transaction is pending or confirmed.
Related article:
I Provided the Wrong Wallet Information
Bitcoin transactions are generally irreversible once sent.
If you believe incorrect wallet information was provided, contact 1Bitcoin.ca support immediately. Do not make another deposit until you understand what happened and have confirmed that your designated wallet information is correct.
Related article:
š Account Setup & Verification Problems
I Can't Make a Deposit
Deposits are not available until the required account setup has been completed.
Before funding your account, your required verification must be complete, your proof of residence must be approved, and your designated Bitcoin wallet must be added and verified.
If one of these steps is incomplete, finish the requested account setup before attempting another deposit.
My Proof of Residence Was Rejected
Check the rejection notification first. In most cases, it will include a decision reason explaining why the document was not accepted.
Make sure your proof of residence meets the current requirements, including being submitted in PDF format and clearly showing your full legal name, residential address, and a recent issue date.
If you're still unsure why it was rejected, contact support and we can help explain the requirements.
š¬ Still Not Sure What Went Wrong?
If the issue isn't listed above, request a live agent through support or email [email protected].
Tell us what happened and include any transaction details or error message you received.
Please do not send identity documents, proof of residence, banking documents, or other sensitive attachments through the support chat unless specifically instructed to use an approved submission method.