1. Bitpanda Helpdesk
  2. Account, security & verification
  3. Troubleshooting

New device or browser login

When you log in to your Bitpanda account from a new device or browser, we’ll send an email with instructions to authorise it.

How you complete the authorisation depends on your security settings:

  • With 2FA enabled: You’ll authorise the new device using your 2FA app.

  • Without 2FA enabled: You’ll authorise the new device using a one-time SMS code.

Note: SMS codes are only sent when logging in from a new or unrecognised device, not for devices you’ve previously authorised.

Having trouble logging in?

If you're experiencing technical difficulties while attempting to verify a new browser, check the troubleshooting points below to help resolve the issue:

✓
Standard browser mode Ensure you are using a standard browser window (do not use private or incognito mode).
✓
Latest verification codes Check that you are using the latest email link and one-time SMS code sent by Bitpanda.
✓
Browser extensions disabled Deactivate any active browser add-ons or extensions before proceeding.
✓
Default browser setup Set your current browser as the default browser on your device.
✓
Security software permissions Confirm that your antivirus, firewall app, or VPN is not blocking your browser connection.
✓
Email delivery check Check your inbox, and see what to do if you do not receive our email.
✓
SMS delivery check Check your mobile device, and see what to do if you do not receive the one-time SMS code.

Tip: When opening Bitpanda emails, please make sure that you are not using “Text Only” mode in your email client, otherwise links may not be clickable.

We have provided you with step-by-step instructions below to help you verify either a new browser or a new mobile device.

Option 1
New browser via Web App (desktop and mobile)
1
Log in to your Bitpanda account

You will receive an email with instructions to authorise your browser. If you have two-factor authentication (2FA) enabled in your Bitpanda account, you will have to authorise the new browser with 2FA authentication. Otherwise, you will have to confirm the new browser with a one-time SMS code.

2
Open your email inbox

Open the email you received from Bitpanda and click on Back to Bitpanda.

Make sure you always click on the newest link if you received several emails, as the others will not work anymore.

3
Log in to your Bitpanda account again

The link will open the Bitpanda website in a browser. Enter the current 2FA code shown in your authenticator app or the one-time SMS code you have received.

Note

The Bitpanda Web App is not fully supported on all mobile browsers. Therefore, please consider using the Web App only on your PC, Mac or notebook. If you want to use Bitpanda on your mobile device, we recommend that you download our Bitpanda App.

Tip

If you cannot open the link in the email you received from Bitpanda, try copying that link to your clipboard and pasting it in your search bar. If this does not solve the issue, try repeating this process using a different browser.