1. Use your registered email
- Our Customer Support team is always here for you whenever you need help. To learn more, read the article explaining how to contact Bitpanda Support.
- To help us help you faster, please don’t forget to use the email address you registered with in the "Your email address" field.
- Give us a little time to get back to you, and it’s best to create just one ticket for a topic to keep things speedy.
2. Stick to one account
- Creating a second Bitpanda account is not allowed, as stated in our terms and conditions. It means that we only allow one Bitpanda account per person.
- If changes are needed for your account, don't worry about creating a new one. Instead, head over to the “My Account” section of our Helpdesk to find useful articles, or drop us a message through the contact form for assistance. We are always happy to help!
3. Verifying your account
- Verifying your Bitpanda account is only possible in these countries with valid verification documents.
- Experiencing issues with your verification? Check out our helpdesk article on troubleshooting; we’ve collected some useful tips for you!
4. Account security and scam prevention
- The safety of your assets is our top priority! Make sure that you enable 2-Factor Authentication on your Bitpanda account and your email.
- Set up a personal anti-phishing code. An anti-phishing code is a personalised security feature designed to protect you from phishing attempts. When you set up an anti-phishing code, it appears in all official communications from Bitpanda, such as emails and SMS messages. This helps you verify that the message is indeed from Bitpanda and not from a fraudulent source trying to steal your personal information.
- Never share your login details or email credentials. Remember, many scams exist outside the secure Bitpanda environment, so be vigilant.
- Check out our guide on spotting online scams, and don't hesitate to let us know if one of the mentioned scenarios applies to you.
5. Addressing unexpected platform behaviour
- Experiencing issues or inconsistencies when using Bitpanda? It can be related to problems with temporary data, like cache and cookies. Therefore, most issues can be resolved by clearing them from your browser or mobile app.
- You can check our status page if something isn't working as usual. If an issue is indicated here, you can be assured that we are working to resolve it as soon as possible and return to normal operations.
6. Handling pending transactions or blocked withdrawals
- Sometimes, transactions may not get processed immediately due to security reasons. Wait for 60 minutes and check your emails - there might be additional steps needed from you to process the transaction.
7. What fees and premiums can I expect to pay on Bitpanda?
- Here you can find answers to all premium- and fee-related questions you might have about the services offered by Bitpanda. For a detailed overview of our limits as well as deposit and withdrawal fees, please refer to our Limits page.
8. Trade Only Mode
- If a cryptocurrency is in trade-only mode, you can still buy and sell it, but full wallet services like sending and receiving aren't available. Therefore, we recommend converting it to a fully integrated cryptocurrency to facilitate your transfer. You can find a detailed list of all fully integrated cryptocurrencies on Bitpanda here.
9. Withdrawal limits for instant payments.
- Klarna, Tink (online transfer), EPS
With instant transfers, the funds are available immediately in your Bitpanda account. However, it can take up to five business days for the amount to reach our bank account. During this time, your funds are available for buying, selling, and exchanging, but can only be withdrawn after payment has been received. After confirmation, your funds are released and immediately available for fiat or crypto withdrawals
- PayPal
The deposited amount will not be immediately available for withdrawals. However, you can utilise these funds for trades. Withdrawals are only permitted after a 7-day waiting period, after which you can withdraw the amount in cash or cryptocurrency.
10. Travel Rule
- Due to new regulations in the European Union effective December 30, 2024, it is now necessary to provide additional information for your crypto transactions, both for deposits and withdrawals.
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