If your crypto deposit or withdrawal isn’t behaving as expected, for example, your transaction hasn’t arrived, the status hasn’t updated, or a withdrawal can’t be processed, this guide shows you how to troubleshoot the issue and how to contact us.
Tip: Most crypto transaction issues are solved by following the checks and timelines below. Use the forms only if the issue persists.
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 options 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:
I’m having issues with my crypto deposit
If you’ve made a cryptocurrency deposit to your Bitpanda wallet but it hasn’t arrived, most delays are caused by blockchain confirmations, network congestion, or small address/network mismatches. Start with the checks below.
What you need to check first
Verify the funds were sent to the exact deposit address for that coin/network.
- Open your Bitpanda wallet for the coin and tap Deposit.
- Confirm the address & network shown (and destination tag/memo if required).
- Compare with the sender wallet’s details.
Learn more: Deposit cryptocurrencies.
Check the TXID on a blockchain explorer and confirm it’s successful and confirming.
- Use an explorer (e.g., blockchair.com, etherscan.io, tronscan.org).
- Paste your TXID in search and review status/confirmations.
- Most deposits appear automatically once fully confirmed.
Network congestion or low fees can slow confirmations. No action is needed while the TX is confirming.
What we need if you contact us
- Date and amount of the deposit
- Coin/network (e.g., BTC on Bitcoin, ETH on Ethereum)
- Deposit address used (and tag/memo if required)
- Transaction hash (TXID) and a link/screenshot from the blockchain explorer
What should I do if my crypto deposit or withdrawal is not completed?
Below, you’ll find the most common statuses for incomplete crypto deposits and withdrawals and what to do in each case. You can view your crypto transaction statuses in your Wallets and History.
Pending +
Reason: The transaction has not been confirmed by email yet.
What to do? Open the confirmation email and approve the transaction. If you didn’t receive an email, please check your spam folder or see our help article on email issues.
Pending (Processing) +
Reason: The transaction is being processed on the network and should be confirmed shortly.
What to do?
- Check the TXID on a blockchain explorer: if confirmed, please wait for crediting.
- Check the coin’s status on our Status page. If not “Operational”, wait until it’s restored.
- If the status remains Pending (Processing) for an unusually long time, contact us.
Unconfirmed transaction +
Reason: The transaction is on-chain but hasn’t reached enough confirmations yet (common during network congestion or with low fees).
What to do? Wait until the network confirms the transaction. Deposits credit automatically once the required confirmations are met.
Cancelled +
Possible reasons:
- Transaction cancelled by you (from email or account)
- Wallet under maintenance or coin-specific provider issue
- “Out of gas” (common for Ethereum/ERC20)
- Daily limits reached or compliance hold (check your email)
- Security reasons
What to do? If a withdrawal was cancelled, coins are returned to your Bitpanda wallet (the balance may take time to refresh). If something looks incorrect, please contact our support team.
Need help?
For end-to-end guidance on making crypto deposits correctly, see Deposit cryptocurrencies. If your transaction meets all criteria and is still missing or stuck, use the forms above (Crypto deposits / Crypto withdrawals) and include all requested details.