Login issues can happen for multiple reasons. This article will allow you to cover the most common cases and to submit any requests needed.
- Your 2FA might not be working or you don't have access to it anymore.
- In this case, you can reset it by following our guide.
If you log in to a new device or browser, you’ll receive an email to confirm the login. Please make sure to check your spam folder to click on the confirmation link.
If 2FA is enabled, confirm using your authenticator app.
Otherwise, confirm via a one-time SMS code.
If you forgot your password or PIN, you can request a password reset email.
- On the login screen, click Forgot your password?
- Enter your email and click Request Password Reset.
- Follow the email instructions to set a new password.
If you didn’t receive your confirmation email, double-check your address and try resending it below:
If you forgot which email address you used to register, please reach out to our support team. They'll be able to help.
If you got an error message as "Account is inactive", please submit a request to our support, so they will find a solution with you as soon as possible
REACTIVATE YOUR ACCOUNTIf you can’t log in to your account and suspect that your access has been compromised, you can freeze your account to protect your funds. While the account is frozen, logging in, trading and withdrawals won’t be possible until the issue is resolved.
To freeze your account, click the “Freeze your account” link during the password reset process, or contact our support team using the button below:
If you need to change the phone number used to access your Bitpanda account, please fill out the form below and complete identity verification to confirm the change.
Other solutions
If, after going through all the above-mentioned solutions, the issue still persists, please make sure to check the following points:
- Try it with a different browser (i.e. Chrome) and device. We do not support Microsoft Edge
- Disable any browser plug-ins (like AdBlock etc.)
- Make sure you are using the right link or app to log in: On the Web App please enter your email address and password at https://web.bitpanda.com/user/login. On the Mobile App please enter your email address and password on the login screen.
- Activate cookies
- Make sure your Bitpanda App or browser is up to date to the latest version
- Activate pop-ups
- Do you have any autofill options enabled? If so try disabling it, maybe wrong login credentials are saved
- Try to delete the local storage and the browser data
- Disable private/incognito mode of your browser
Reach out via social media
If you prefer, you can also contact us through our official social media channels.
We’re available on our official social media channels, where you can open a direct message (DM) with our team for assistance.
Make sure to reach out only through our verified accounts to ensure you’re speaking with Bitpanda’s official support.
Please check below to see all the available channels where you can get in touch with us: