In some cases, if a transaction doesn't appear on the platform as expected, or your balance doesn't update correctly after an operation, it might simply be a display issue.
Display issues on the platform can be caused by various factors, including connection problems, outdated cache and cookies, or browser incompatibilities.
For this reason, before contacting support, we recommend following a few steps that may resolve these temporary errors:
- Check your internet connection
- Update your device or the app
- Perform a hard refresh of your browser tab
- Clear cache and cookies
- Restart your device
Below are the steps you need to follow to resolve a display issue.
1. Check your internet connection
First, check your internet connection:
- Ensure your device is not in airplane mode
- Check your Wi-Fi or mobile data connection
- Restart your modem/router if necessary
The platform requires a stable internet connection to function properly. Before performing any operations, make sure your network is working without interruptions to complete the action successfully.
2. Update your device or the app
Ensure both your app and device are updated to the latest version.
Reason
To ensure optimal performance and security, it’s important to keep your device updated with the latest system version.
What to do?
Go to your system settings, find the "Software Update" section, and check for available updates.
Reason
Using the latest version of the Bitpanda app ensures you have access to all current features, bug fixes and security updates.
What to do?
Check your app store (Google Play Store for Android or App Store for iOS).
- Search for "Bitpanda" in the app store's search bar and select the app from the results.
- If an update is available, you will see a button labeled "Update".
- Click on it and follow the on-screen instructions to download and install the update.
If no update button appears, your app is already up to date.
In any case, regularly updating your device and apps is essential for several reasons, including security, new features, and performance improvements. Updates enhance security by protecting you from malware, introduce new functionalities, and boost software efficiency.
Tip: To avoid checking for updates manually in the future, enable automatic updates for Bitpanda in your app store.
3. Perform a hard refresh of the browser tab
Try performing a "hard refresh" of your browser tab using the following keyboard shortcuts based on your system:
- Windows: Ctrl + F5
- Mac/Apple: Apple + R or Command + R
- Linux: F5
If the issue persists, please close and reopen the entire browser. This often helps.
4. Clear cache and cookies
If you have followed the previous suggestions and the issue hasn't been resolved, please clear the cache and delete the cookies in your browser settings as described below.
What to do?
Go to your phone’s settings and select “Apps”. Select the Bitpanda app, tap “Storage” and then tap “Clear cache”.
What to do?
Unfortunately, it is not possible to clear the app cache on iOS. However, you can delete the app and reinstall it, which deletes the cache.
What to do?
Chrome
In the top-right corner, click on the three vertical dots. Click “More tools” and then “Clear browsing data”. Then, under the “Basic” section, tick the boxes “Cookies and other site data” and “Cached images and files” and click “Clear data”.
Firefox
In the top-right corner, click on the three horizontal lines and select “Options”. Select the “Privacy & Security” panel. In the “Cookies and Site Data” section, click “Clear Data”. There, tick the boxes for “Cookies and Site Data” and “Cached Web Content” and click the “Clear” button.
Safari
Go to the toolbar at the top of the screen and click “History”. In the drop-down menu, click “Clear History”. Then choose “Clear: all history” followed by the “Clear History” button. This also automatically deletes the cache. Please note that these steps might slightly differ when doing it on your phone browser.
Afterward, close your browser and try again. If possible, test the Web app on different browsers and devices.
5. Restart your device
Lastly, if the display issue still persists, try completely closing the app or browser tabs and restarting your device.
Contact Bitpanda Support if the Problem Persists
If none of the steps above resolved the issue, please contact Bitpanda Support with all relevant information.
For example, let us know which browsers/apps (and versions) and devices (model and OS) you have tried, and if possible, send us a screenshot showing the error.
The more information you provide, the easier it will be to resolve the issue.
See also
If you're having issues with deposits and withdrawals, read this article: What should I do if my fiat deposit or withdrawal is not completed?
You may also find these helpful:
- What should I do if I receive an error message like “Action forbidden”, “Rate limit”, “Transaction amount too low” or similar?
- Payment methods and limits
- Where can I find an overview of my transactions?