Trouble Registering a Bitpanda Account

If you can’t complete registration, it’s usually due to one of the following reasons:

Your email address or phone number already exists in our system.
Your new account was locked right after verification.

This article explains why these issues happen and how to fix them quickly.

Quick overview

Issue	Why it happens	What to do
1. Email or phone already registered	Your details exist on an earlier Bitpanda account (active, previously deleted/closed, or used for a business account / by someone else).	Request reactivation of the original account or tell us the number is no longer yours.
2. Account locked after verification	Verification was completed on more than one account, which isn’t allowed. For security, the new account may be locked.	Submit a review request so we can securely unlock or advise next steps.

What you need to do

Select the case that matches your issue to get the right steps and access the correct request form.

Email or phone number already registered

You’ll see this if our system detects that either your email address or phone number is already linked to an existing Bitpanda profile (including previously closed profiles).

Open the Account Reactivation form

You used these details before and want to continue

If you once had a Bitpanda account (even if you requested deletion/closure), the profile can still exist in a deactivated state. In that case, the fastest solution is to reactivate the original account.

Open our Account Reactivation form.
Use the same email address you’re trying to register with.
Provide any extra details we ask for (e.g., former phone number, approximate last access).
Submit the form. We’ll guide you through reactivation securely.

Tip: If you no longer have access to the old email account, mention this clearly in the form so we can advise a secure recovery path.

Your phone number is flagged, but you didn’t use it

Sometimes a phone number is already attached to a different Bitpanda account (for example, a relative’s profile or a company/business account).

If the number is now yours (e.g., recycled by a carrier), tell us in the Account Reactivation form so we can investigate and free it up if appropriate.
If the number belongs to someone else (family/shared device), register with a different phone number that only you control.
If the number is tied to a business account, please register your personal account with your own personal number/email.

What we may ask for

Confirmation that you are the rightful owner of the email/phone number.
Additional information to locate the original account (e.g., previous address or partial IBAN, if applicable).

Account locked after verification

If your registration went through but your account was locked right after completing verification, it’s usually because identity verification was attempted or completed on more than one Bitpanda account. For security and compliance, only one personal account per individual is permitted, so we place a temporary lock to review.

Open the Locked Account Review form

How to request a review/unlock

Open our Locked Account Review form.
Submit the email address of the locked profile and a short explanation (e.g., “I accidentally verified a second account”).
We’ll review the situation, secure your primary account, and let you know the outcome by email.

Before you submit

Use an email inbox you can access now (you’ll receive updates there).
Enable SMS/phone reception on the number you intend to use for your personal account.
Have a valid, government-issued photo ID ready in case we need to re-confirm ownership.

After you submit

We’ll email you as soon as we’ve reviewed your request. In some cases, we may ask for additional details to make sure we’re assigning the correct email/phone to the correct person and keeping your account secure.

Frequently Asked Questions

I requested deletion long ago. Why do my details still exist?

Certain identifiers may remain reserved to prevent impersonation and to meet security, audit, and legal obligations. Use the Account Reactivation form so we can restore safe access to your original profile.

Can you merge two personal accounts?

No. We’ll help you keep one personal account as your primary profile and guide you on closing any duplicates if needed.

My phone number changed. What should I do?

Submit the Account Reactivation form and let us know the old and new numbers so we can assist.

Need more help?

If you’re stuck or unsure which form to use, visit our Help Center and search for “registration”, or contact us via either of the forms above—we’ll point you in the right direction.