Having Trouble Verifying Your Bitpanda Account?

If you’re still unable to verify your account after following the standard steps in our guide I am experiencing problems with my verification, use the process below. It lets you submit a request so we can re-run verification via our partner Sumsub. If successful, your account will be upgraded and ready to use.

Submit your request

Having trouble verifying your Bitpanda account?

If your verification failed or didn’t complete, submit a new request so we can trigger a fresh Sumsub verification.

Submit the verification request form

Quick overview

When to use this	What happens	Where to start
You tried the standard verification flow and it didn’t work or keeps failing.	We trigger a Sumsub verification via a dedicated request. If the check passes, your account gets upgraded.	Submit the verification request form

Before you start

Have a valid government-issued photo ID ready (passport or national ID card).
Use a device with a working camera and microphone (mobile recommended).
Ensure a stable internet connection and a well-lit environment.
If your address recently changed to a new country, prepare a Proof of Residence (issued within the last 3 months; JPG, PNG, or PDF).

Request a new verification

Open the Verification Request form and complete it using the email associated with your Bitpanda profile.

ℹ️ Note: After submission, you’ll receive a verification email from Sumsub (usually within a few minutes; sometimes with a short delay). The link is time-limited—please complete the steps promptly.

Complete the Sumsub verification

Click the link in the email to start. You’ll be asked to:

Upload clear photos/scans of your ID (and Proof of Residence, if requested).
Take a selfie and/or complete a short liveness check.

ℹ️ Tips for a smooth check:

Use an up-to-date browser (Chrome, Firefox, Safari) or the Bitpanda mobile app.
Allow your browser/app to access the camera and microphone.
Ensure your document is fully visible, readable, and free of glare/reflections.

After the check

→ If your identity is verified successfully, we’ll upgrade your account and send a confirmation email.
→ If the check fails or images are unreadable, you may be prompted to retry; follow the on-screen instructions to resubmit.

Troubleshooting & common issues

Camera or microphone issues

Switch to another device (mobile recommended) and make sure permissions for your camera and microphone are enabled.

Browser problems

Try a different browser or clear cache and cookies before starting the verification again. Supported browsers include Chrome, Firefox and Safari.

Network connection issues

Move to a stable connection or restart your router or device to avoid interruptions during the verification flow.

Document quality problems

Make sure your ID is well lit, fully visible and free of glare. Avoid reflections and ensure that all edges and any MRZ (machine-readable zone) are visible.

Summary of requirements

Step	What you need
Form submission	Verification Request form, accessible email inbox.
Identity check	Valid passport/ID card; device with camera/mic; stable internet.
Address change (if applicable)	Proof of Residence ≤ 3 months old (JPG/PNG/PDF).

Need help?

If you’re unsure or get stuck, please visit our Help Center or reply to the confirmation email you receive after submitting your request. For general troubleshooting guidance, review I am experiencing problems with my verification.