1. Bitpanda Helpdesk
  2. Account, security & verification
  3. Troubleshooting

New device or browser login

If you log in to a new browser or device, you will receive an email with instructions to authorise it. If you have two-factor authentication (2FA) enabled on your Bitpanda account, you will have to authorise the new browser or device with 2FA authentication.

Otherwise, you will have to authorise the new browser or device with a one-time SMS code. Please note that you will only receive a one-time SMS code in this case, not when logging in to a device or browser that you have logged in to previously.

If you are experiencing problems logging in to your Bitpanda account from a new browser, please pay close attention to the following points, as they may explain why you are currently experiencing technical difficulties: 

  • Avoid clearing your browsing data/cookies once you have successfully confirmed your browser, otherwise a new browser verification will be necessary for further logins
  • Do not use the private/incognito mode in your browser
  • Please make sure to always open the latest email and one-time SMS code you received from Bitpanda
  • Deactivate any browser add-ons you have enabled in your browser
  • Set the browser you are currently using as your default browser
  • Make sure that your antivirus software, firewall app, or VPN is not blocking your new browser
  • Find out what you can do if you do not receive our email
  • Find out what you can do if you do not receive the one-time SMS code

Tip: When opening Bitpanda emails, please make sure that you are not using “Text Only” mode in your email client, otherwise links may not be clickable.

We have provided you with the steps to confirm a new browser or device below, just in case. 

New browser via Web App (desktop and mobile)

1
Log in to your Bitpanda accountNavigate to the Bitpanda login page and enter your credentials.
2
Receive browser authorisation instructionsIf you have two-factor authentication (2FA) enabled, you will need to authorise the browser via your authenticator app.Otherwise, you will need to confirm the new browser using a one-time SMS code.
3
Open your authorisation emailAccess your email inbox and open the message from Bitpanda.Click on Back to Bitpanda.Make sure to click the newest link if you received multiple emails, as older links will expire.
4
Authorise via the websiteThe link will open the Bitpanda website in your browser.
5
Complete the loginLog in to your Bitpanda account again.Enter the current 2FA code from your authenticator app or the one-time SMS code you received.

Note: The Bitpanda Web App is not fully supported on all mobile browsers. Therefore, Please consider using the Web App only on your desktop PC or notebook. If you want to use Bitpanda on your mobile device, we recommend that you download our Bitpanda App.

Tip: If you cannot open the link in the email you received from Bitpanda, try copying that link to your clipboard and pasting it in your search bar. If this does not solve the issue, try repeating this process using a different browser.

New device (Android and iOS) 

If you fail to log in to Bitpanda via a different browser and you currently own an Android or iOS device, we recommend you download our Bitpanda App and follow these steps: 

1
Download and log in Download the Bitpanda App on your mobile device. Log in with your existing account (only one account per user is allowed).
2
Authorise your new device Check your email for instructions to authorise this first-time login. If 2FA is enabled, authorise with your 2FA code; otherwise, use the one-time SMS code.
3
Open the authorisation email Open the email from Bitpanda on your mobile device. Tap Back to Bitpanda (always use the newest link received).
4
Confirm redirection Tapping the link will automatically redirect you to the Bitpanda App.
5
Finalise security steps Log in to your account again within the app. Enter your current 2FA code or the one-time SMS code received. Once confirmed, create a 4-digit PIN for added security.