If your Savings plan isn’t working as expected - for example, it was cancelled or paused but still charged, it hasn’t been executed, or you can’t find or modify it - this guide shows you how to fix common issues and contact us efficiently.
Tip: Most cases are solved by the checks and timelines provided here. Use the forms only if the issue persists.
Submit a support request
If you still experience issues after following the self-help steps below, you can reach our support team directly by selecting one of the options here.
What you need
Let’s start from the beginning and see what you need to create a Savings plan.
To create a savings plan, you will need the following:
- A fully verified Bitpanda account
- A valid credit card or a SEPA bank account accepted by Bitpanda
- A smartphone that can receive an SMS PIN
Create a savings plan
Once your account and payment method are ready, follow these steps to set up your savings plan.
- Click your User icon.
- Click Savings plans.
- Click Add savings plan.
- Choose the cryptocurrency or digital asset you want to buy.
- Choose the fiat currency and a payment provider.
- If you choose SEPA Direct Debit, select an existing bank account or add a new one and click Save and continue.
- Select the amount and the frequency of your recurring buy.
- Click Go to Summary.
- Agree to early fulfilment and confirm the payment method is yours, then click Confirm now.
- If you added a new SEPA account, click Confirm mandate.
- Enter the SMS code sent to your verified phone number.
- If you use a credit card, complete the secure payment and you’ll be redirected back with a confirmation.
Note: SEPA Direct Debit requires Android app v1.9.7 or higher. Keep your Bitpanda app up to date.
- Tap Trade.
- Tap Savings.
- Choose the asset you want to buy.
- Select the fiat currency and payment provider.
- If you choose SEPA Direct Debit, pick an existing payout account or set up a new one, then tap Save and continue.
- Select the amount and the frequency.
- Tap Continue.
- Agree to early fulfilment and confirm the payment method is yours, then tap Start savings plan.
- If you added a new SEPA account, tap Confirm mandate.
- Enter the SMS code sent to your verified phone number and tap Send.
- For credit card payments, complete the secure payment and you’ll see a confirmation in the app.
Tip: You can’t modify an existing savings plan. To change amount, payment method or frequency, create a new plan and cancel/pause the old one.
Cancel or pause a savings plan
You can Cancel a savings plan at any time via your APP. You can also temporarily Pause and resume it later.
Revoke SEPA Direct Debit mandate
You can revoke your Direct Debit Mandate directly through the app and the Savings Plan section.
Note: Revoking a Direct Debit mandate automatically cancels all connected Savings plans. Pending transactions may still be executed. To find your mandate number, click the three dots next to your plan and select View SEPA Direct Debit mandate.
Limits
The limits for credit card and SEPA Direct Debit savings plans are EUR 5,000 per month per payment method.
That means: up to EUR 5,000/month via credit card and up to EUR 5,000/month via SEPA Direct Debit (total EUR 10,000/month across both). You can split the amount into multiple daily/weekly buys.
Tip: Active, Paused and Pending plans consume the monthly limit for their payment method. Cancel unused plans to free up limit for new ones.
Available fiat currencies
- Credit card: EUR, CHF, USD, GBP
- SEPA Direct Debit: EUR only (SEPA is EUR-based). If your bank applies FX fees to convert your local currency to EUR, the credited amount may differ.
What should I do if my savings plan is not completed?
Below you’ll find the most common statuses for incomplete or pending Savings plans and what to do in each case. You can view your plan’s status in your History or in your Wallets.
Reason: Your savings plan is running and scheduled to execute regularly based on the frequency you set.
What to do: No action needed — you can view all your active savings plans in your account or app under Savings plans.
Reason: A fiat transaction linked to your savings plan has been initiated but not yet completed. This usually appears right after you confirm your plan or deposit.
What to do:
- Make sure you confirmed the transaction by email or SMS if required.
- Wait — once your bank processes the SEPA or card payment, the plan will be executed automatically.
- If the status remains Pending after several business days, contact us.
Reason: You paused the savings plan manually. It will not execute new purchases until you resume it.
What to do:
- Go to Savings plans in your account and click Resume to reactivate it.
- Note that any Pending transactions created before pausing will still be executed.
Reason: The savings plan was cancelled either manually or automatically due to payment or setup issues.
What to do:
- Check if you cancelled the plan yourself or revoked the SEPA mandate.
- Ensure your payment method (credit card or SEPA) is valid and has enough balance.
- If you didn’t cancel the plan and it was stopped unexpectedly, contact us and include details of your last scheduled payment.
Note: Pending transactions for cancelled plans may still be executed.
Possible reasons for cancellation:
- You did not finish creating your savings plan in time.
- You cancelled or revoked the plan.
- There were issues with your payment or order.
Where can I find my active or paused Savings Plans?
Follow these steps to access your Savings Plans.
- Go to the Home tab.
- Scroll down and find "Savings Plans" on the right.
- Click Manage.
- Alternatively, click the Panda icon to open your personal area.
- Select "Savings Plans".
- Open the Portfolio tab.
- Scroll through the widgets below the portfolio chart.
- If needed, swipe left or right to find the active savings plans widget.
- Tap "View" to access your plans.
Status of individual transactions
To see the status of a Savings Plan transaction, open the wallet for the relevant asset or check your History.
Note: For plans with SEPA direct debit, you may see a Pending transaction in your EUR wallet up to 10 days before the purchase (“Locked for savings” once the funds are received) until the plan's execution day.
Troubleshooting
If your card cannot be charged (e.g. due to card limits or insufficient funds), the Savings Plan will be cancelled within one hour, and no assets will be credited.
In this case, you will receive an email notification. For other decline reasons, please see why your card may be declined.
Tip: Every purchase, including those that are Pending after a plan has been cancelled, will always be credited to the wallet you defined upon creation. If you have deleted that wallet, the assets will be credited to the default wallet for that asset.
Bitpanda Savings is temporarily unavailable for users registered under Bitpanda UK LTD.
Need help?
If your Savings plan meets the conditions above and still doesn’t work as expected, please use the forms at the top of this page (Submit a support request) and include all requested details.