AI + Human Expertise: Smarter Support at Bitwala
September 18, 2025
At Bitwala, your experience comes first. Our new support system combines the speed of AI with the expertise of real people, giving you the help you need right when you need it.
Get Help in Seconds
We know that when you have a question, you want an answer right away. Our newly extended Support Center now covers all topics of the entire customer journey:
Account: Getting started with registration and verification
Trading: How to buy and sell cryptocurrency
Crypto Wallets: How to store, send and receive your crypto easily and securely
Crypto Vaults: Create, backup and restore self-custodial wallets
Card: How to order, activate, and spend crypto with our card
BWALA token: Frequent questions about investing in our company
With improved search and well-structured categories, answers are now right at your fingertips.
Meet Our Virtual Assistant Toshi
You’ll find a chat bubble in the bottom left corner of our website and app - that’s Toshi, our AI-powered virtual assistant, ready to help. He’s available on our website, in the Support Center and when you message Bitwala on Social Media.
Toshi helps you by:
Instantly searching our knowledge base
Giving quick, clear answers to common questions
Handing over to a human expert if you still need help
Always the Option to Talk to a Real Person
While AI can solve many questions in seconds, we know nothing builds trust like speaking to a real person. That’s why you’ll always have the option to connect with one of our human support experts.
Our support team knows Bitwala down to the last detail. Whether you need help with something complex or just prefer personal support, they’ll guide you every step of the way.
Prioritizing What Matters Most
Not all issues are the same, and some need urgent attention. To make sure we resolve the most critical problems quickly, we now prioritize:
Trading issues
Card and payment problems
Transaction-related inquiries
Smarter Contact Options
If you need to reach us directly, please use our online contact form. By choosing the right topic, your request goes straight to the right team, ensuring a faster resolution.
For even better tracking, you can create a Support Center account and monitor all your inquiries in one place.
Continuous Feedback
We’re always listening. Inside the app, you can also share your feedback and ideas with us - helping us improve the service together.
Support in English and German
To make support accessible to everyone, we provide assistance in both English and German.
In Short
With our upgraded Support Center, Toshi’s instant answers, and a team of experts on call, Bitwala support gives you the right help exactly when you need it.
