1
Use your registered email
Our Customer Support team is always here for you. To learn more, read the article explaining how to contact Bitpanda Support.
To help us assist you faster, make sure to enter the email address you registered with in the "Your email address" field.
Please create just one ticket per topic to keep operations running speedy.
2
Stick to one account
Creating a second account is not allowed under our terms and conditions. We strictly limit access to one account per person.
If changes are needed, do not create a new profile. Head over to the “My Account” section of our Helpdesk or drop us a message through the contact form.
3
Verifying your account
Verifying your Bitpanda account is only possible for residents in these countries using valid verification documents.
Experiencing issues? Check out our helpdesk article on troubleshooting for useful tips.
4
Account security and scam prevention
The safety of your assets is our top priority. We highly recommend completing these essential security tasks:
Security measures
Please enable 2-Factor Authentication on both your Bitpanda account and your registered email.
Set up a personal anti-phishing code. This personalized code will appear in all official Bitpanda communications, helping you verify that the message is authentic.
Never share your login or email credentials under any circumstances. Scams exist outside our secure environment, so stay vigilant.
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Be sure to read our guide on spotting online scams and let us know immediately if any of those scenarios apply to you.
5
Addressing unexpected platform behaviour
Inconsistencies are often related to temporary data buildup like cache and cookies. Most problems can be easily resolved by clearing them from your browser or mobile app.
You can monitor our operational status on the official status page. If an issue is posted there, rest assured we are working to resolve it quickly.
6
Handling pending transactions or blocked withdrawals
For added safety, some transactions might not process instantly due to automated security evaluations.
Please wait 60 minutes and review your inbox, as there may be an email outlining additional verification steps required from you.
7
Fees, premiums, and account limits
Review the answers to all premium- and fee-related questions to understand charging rules.
For a detailed transparent breakdown of limits alongside specific deposit or withdrawal metrics, refer to our comprehensive Limits page.
8
Trade Only Mode
When a cryptocurrency is classified under trade-only mode, buying and selling remain fully functional, but external wallet services like sending and receiving are unavailable.
We recommend swapping it into a fully supported asset to facilitate normal external transfers. You can check all fully integrated cryptocurrencies here.
9
Withdrawal limits for instant payments
Different providers maintain distinct clearing timelines for fiat and crypto withdrawals:
Klarna, Tink (Online Transfer), EPS
Funds are available instantly in your Bitpanda account for trading. However, because it takes up to five business days for the funds to settle in our bank account, withdrawals are restricted until final payment receipt confirmation is achieved.
PayPal
Deposited amounts can be utilized immediately for trading operations. To maintain safety regulations, withdrawals are permitted only following a mandatory 7-day waiting period.
10
Travel Rule regulations
Due to European Union regulations, additional sender and recipient parameters are required for deposits and withdrawals.
Relevant documentation
Please consult the official guides for step-by-step transaction walkthroughs:
How can I withdraw cryptocurrencies?
FAQ: Travel Rule