If your cash (FIAT) deposit or withdrawal is not behaving as expected (e.g., a bank transfer hasn’t shown up yet, the deposit is visible but something’s wrong, or a withdrawal hasn’t arrived) this guide shows you the right way to proceed and how to contact us.
Tip: Most cases are solved by the checks and timelines provided here. Use the forms only if the issue persists.
I’m having issues with my cash (FIAT) deposit
If you’ve made a fiat (cash) deposit to your Bitpanda account but are experiencing issues, most delays are caused by banking processing times or small detail mismatches. Start with the checks below.
What you need to check first
Start by confirming that your deposit was successfully sent from your bank or payment provider.
- Check your bank statement to ensure the funds were debited from your account.
- Make sure you used one of the supported deposit methods (Bank transfer, Skrill, Visa/Mastercard, etc.).
- Verify that you sent the deposit in a supported currency (GBP).
Incorrect or missing payment details are one of the most common causes of delayed deposits. Double-check that you:
- Entered the correct Bitpanda bank details (IBAN, BIC, recipient name).
- Included the correct reference code or message from Bitpanda.
- Did not make a joint or third-party transfer — deposits must come from a bank account in your name.
Even if everything was entered correctly, deposits can still take time to appear in your account depending on the payment method.
| Deposit Method | Typical Processing Time |
|---|---|
| Credit/Debit Card | Instant to a few minutes |
| Skrill / Neteller | Usually instant, up to 1 hour |
| SWIFT / International Transfer | Up to 5 business days |
What we need if you contact us
- Date and amount of the deposit
- Currency and payment method (e.g., Bank Transfer, SWIFT, card, Skrill)
- IBAN and sender name (must match your Bitpanda account)
- Reference code/message used for the transfer
- Optional: proof of payment (bank statement or confirmation screenshot)
Submit a support request
If you still have issues after following the self-help steps below, you can reach our support team directly using one of the links here.
Select the option that best matches your issue and complete the contact form:
Select the option that best matches your issue and complete the contact form:
What should I do if my fiat transaction is not completed?
Below, we’ll describe the transaction statuses you may encounter when your fiat deposit or withdrawal is incomplete. Additionally, we’ll provide you with actionable steps you can take to address any issues that arise.
You will find the transaction statuses in your History.
Status: Pending +
Reason:
We have received your fiat transaction request.
What to do?
You might need to confirm the transaction by clicking the confirmation link in the email we sent you. (Haven't received an email?)
Status: Pending (Processing) +
Reason:
This status shows up once you have confirmed your deposit or withdrawal with the confirmation email that we sent you, and we started processing your transaction.
What to do?
Bank transfers usually take up to 3 business days to complete. If the transaction status hasn't changed after three days, please contact us. If you haven't received an email, check this article.
Status: Waiting for payment +
Reason:
Either you did not complete the fiat deposit procedure correctly, or we are waiting for a confirmation from your chosen payment provider.
What to do?
If the option Finish deposit is still available, please complete the deposit. If the option is no longer available, the status will have automatically changed to Cancelled; in this case, initiate a new transaction or contact us for help.
Status: Finished +
Reason:
Your transaction has been successfully completed.
What to do?
If you entered the wrong registered or recipient name for a fiat withdrawal and the status shows “Finished”, please contact your bank to confirm receipt. If three business days have passed and you haven’t received the funds, please contact us after verifying with your bank.
Status: Cancelled +
Possible reasons:
- You cancelled the transaction
- Incomplete procedure or timeout
- Transaction was refunded or card declined
- Technical error on payment provider side
- Service was not operational at the time
What to do?
If you have been charged despite a cancelled status, please send us a photo of your bank statement, a PDF export of the transfer, and the data as text in your message to help us process your case faster.
Status: Refund +
Reason:
Your transaction has been refunded. You will see two entries: the original Cancelled transaction and a Refund entry showing the currency and amount.
What to do?
If you have not received the refund yet, please contact your payment provider. If you still need help, contact us.
Note: Bank transfers can take up to three business days. Saturdays, Sundays and public holidays don’t count as working days for banks.
Status: Manual approval +
Possible reasons:
- Personal information doesn’t match (e.g., joint account, name change)
- Corporate account used without prior contact
- Bank account associated with another Bitpanda account
- Large transactions or newly added assets requiring check
What to do?
You should have received an email with next steps. If you haven't received any communication, please contact us.
Need help?
For general instructions and supported payment types, visit Deposit cash or Withdraw cash. If your payment meets all the criteria above and has not appeared or completed after the expected time, please use the forms above (Deposits or Withdrawals) and include all the requested details.