1. Bitpanda Helpdesk
  2. Getting started
  3. About Bitpanda

How to contact Bitpanda support?

We’re pleased to introduce our new in-app support!

If you need to get in touch regarding your account, or have a general query, we now have integrated in-app support. Read below on how you can get in touch, we’re here for you 24/7!

Our help desk live chat is still available, just look for the icon in the bottom right of your screen to chat with Bao!

Step-by-step
1
Make sure you’re logged in to your account through the Bitpanda App
! I need help logging in
2
Click on your profile in the top left corner
3
Click on "Help"
4
Choose your preferred method of support from the list
Which method should I use?
Live chatBest for immediate real time support. Available 24/7!
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How to: Tap the Live Chat icon to open a conversation with Bao, our virtual assistant.
Smart Assistance: Bao can resolve most common queries instantly. If your request needs a human touch, Bao will seamlessly connect you to our Support Team.
Stay Notified: You’ll receive in-app notifications the moment we respond. You can safely leave the chat and return later and your full conversation history is automatically saved.
Need a Voice? If you prefer to speak with someone directly, you can request an agent or choose the option to schedule a call right within the chat window.
Schedule a callBest for detailed support that isn’t time sensitive
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How to:
1. Select Schedule a Call to open our booking calendar (powered by Calendly).
2. Choose New Meeting and select your preferred language.
3. Pick a date and time that works best for your schedule.
Availability: Our phone support is currently available in English, German, French and Italian between 9am - 5pm local time.
Tell Us More: Please complete the description form with a detailed overview of your request. The more context you provide, the faster we can resolve your issue during the call.
How the Call Works: At your scheduled time, we will call you. You’ll receive a call from one of the following official Bitpanda numbers, based on your country of residence (unless otherwise specified in the request):

UK: +44 1228 47 ****
France: +43 1 435 ****
Italy: +39 02 5004 ****
Germany: +49 30 424 3 ****
Austria: +43 1 435 ****

Please note that we do not have an inbound support line.
*Bitpanda will only call you if you have a confirmed appointment booked through our 'Schedule a Call' tool. We will never call you out of the blue to ask for 'urgent' account actions.*
Self ServiceBest for changing phone number, email address, residential address, name & help with account verification.
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How to:
1. Select Self-Service from the support menu.
2. Choose the category that matches your request.
3. Follow the simple on-screen prompts to update your info in real-time.
A Note on Verifications: For security reasons, updates to your legal name or account verification will automatically connect you with our team to securely finalise the process.
WhatsAppBest for immediate real-time support. Available 24/7!
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How to: Tap the WhatsApp icon within the Bitpanda app to open a secure conversation with our official Support Team.
Stay Notified: You’ll receive notifications the moment we respond. You can safely leave the chat and return later.
Stay Safe: WhatsApp Security Tips ▼
1. Secure Your Device: Protect WhatsApp with a PIN, Fingerprint, or Face ID. Bitpanda’s app security does not automatically extend to your WhatsApp chats; if your phone is stolen, your chat history may be exposed.
2. Protect Your Data: Never share passwords, 2FA codes, or recovery seeds. Avoid sending sensitive account screenshots, as these are stored in your phone's gallery and chat logs.
3. Verify the Source: Only chat with the account displaying the Verified Checkmark. Bitpanda will never message you first to demand "fees”, "deposits” or changes to your account.
Note: Use the Chat Lock feature for an extra layer of privacy, and remember that your use of this service is subject to WhatsApp's own Privacy Policy.
Join our CommunityConnect with fellow users and stay updated on the latest news.
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How to: Tap Join our Community in the Bitpanda app and choose your preferred platform: Telegram, Reddit, Discord, X, Facebook, LinkedIn, or Instagram.
What to Expect: Get the latest product updates, participate in discussions, and engage with our global community of investors.
Staying Safe in Our Communities ▼
Verify the Source: Only join channels via the links provided in the Bitpanda app. Beware of fake accounts pretending to be Bitpanda, our CEO, or Support Staff. Look for the Official Verification Badge.
Protect Your Privacy: Never post sensitive data like your email, phone number, or account information (don’t forget these communities are public).
Zero Trust Policy: Bitpanda will never send you a Direct Message (DM) first. If someone messages you offering "technical help" or asking you to "validate your wallet," it is a scam.
No Secrets: Never share your password or 2FA codes. We will never ask you to move funds or take specific actions on your account via social media.
Tip: On platforms like Telegram and Discord, go to your privacy settings and restrict "Who can add me to groups" and "Direct Messages" to prevent scammers from targeting you.
HelpdeskBest for deep-dives into investment topics, account guides, and step-by-step troubleshooting.
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How to: Tap Helpdesk to open our full support library in your web browser.
What’s Inside: Access hundreds of expert articles, from "How to start a Savings Plan" to "Understanding Tax Reports."
Advanced Tools: Use the search bar to find instant answers or use our specialised contact forms if you need to submit a formal request to our technical team.
Live Chat
▶1. Account
◀▶2. Help
◀▶3. Live Chat
◀4. Chat with us
Schedule Call
▶1. Account
◀▶2. Help
◀▶3. Schedule a call
◀▶4. Select Day
◀▶5. Select Time
◀6. Input Details
Self Service
▶1. Account
◀▶2. Help
◀▶3. Self Service
◀4. Choose Request
WhatsApp
▶1. Account
◀▶2. Help
◀▶3. WhatsApp
◀4. Redirect to WhatsApp
Community
▶1. Account
◀▶2. Help
◀▶3. Join our Community
◀4. Select Channel
Helpdesk
▶1. Account
◀▶2. Help
◀▶3. Helpdesk
◀4. Search
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Warning: For your protection, our phone support team cannot assist with sensitive security matters, including: blocked accounts, suspected fraud or unauthorised transactions.

What to do: If you suspect your account is at risk, please take action immediately by reaching out to us through our Live Chat.

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Security tips

Please stay alert to fake calls or messages. Bitpanda will only contact you after you have requested and confirmed a call. We will never ask for your password, security codes, or to transfer any assets or make payments. Our team will also never offer investments or provide personalised financial advice.

Bitpanda will never reach out to you via WhatsApp or SMS. If you receive a message on these platforms claiming to be from us, it is a scam. Please block and report the sender immediately.

Bitpanda will never ask you for your seed phrase. When you’re setting up a DeFi wallet, you are responsible for creating and storing your own phrase (Bitpanda will never create one for you). Keep it offline and private; anyone with this phrase has full access to your funds.

Tip: Our only official community channels are Telegram, Reddit, Twitter, Facebook, Instagram & Youtube. Always look for the verified badge! Find out more in this article.

FAQ's
When can I schedule a call with Bitpanda? +

Our support team is ready to jump on a call Monday - Friday, between 9:00 and 17:00 (local time). Need help right now? Our Live Chat is available 24/7 to support you, no matter the time zone.

Can I schedule a call from any country? +

Currently, our callback service is only available for users with a valid European dialing code (e.g. +43, +44, +33 etc.).

If your phone number is from outside this region, don't worry, you can still get instant support via our 24/7 Live Chat or by submitting a request through our Helpdesk.