Here at Bitpanda, security is our top priority, which is why we sometimes check transactions manually.
When making a bank transfer, you will first have to confirm that the account used is in your name:
Note: If the status of your deposit or withdrawal is on Manual approval, you should have already received an email from us with specific instructions and information on how to proceed.
If your deposit or withdrawal status says Manual approval, don't worry. This is a standard procedure. This guide explains what you need to do, what happens next, and why a transaction might be cancelled.
Your transaction may be under manual approval for the following reasons:
- Your personal details stored with your bank do not match the details stored with Bitpanda (e.g. joint account, missing second name, a name change after marriage, etc.)
- You are trying to transfer money from your corporate account. In this case, please contact us in advance
- The bank account you provided is already being used with another Bitpanda account. Please note that Bitpanda does not allow multiple accounts for one person. If you are not sure whether this applies to you, please contact us
- This may occur as a result of bigger transactions, transactions of recently added assets, new features or other individual checks
What to do?
If we asked for a photo, please have a look at the instructions below.
Click on the payment method used for your transaction:
Credit card (Mastercard, Visa)
Please send us a photo of your credit card next to the same type of identity document you used for the verification of your account (your identity card or passport).
For security reasons, please hide the first 12 digits of the credit card number, so only the last 4 digits can be seen. Also note that your name must be visible on the credit card and must match the data you registered with on Bitpanda.
Note: We cannot accept scans. Also, please make sure all the information included in the photo is clearly legible.
Step 1
Grab a piece of paper.
Step 2
Fetch the same type of identity document you used for the verification of your account (your identity card or passport).
Note: We can only accept the identity document (including renewed versions) that has been used for the verification of your account.
Step 3
Fetch your credit card.
Step 4
Place your identity document next to your credit card on the piece of paper.
Note: For security reasons, please hide the first 12 digits of the credit card number, so only the last 4 digits can be seen. The last 4 digits must be visible in any case.
Step 5
Take a picture of your identity card or passport next to your credit card.
Note: Please check again that your name is visible on the credit card and that it matches the data you registered with on Bitpanda.
Step 6
Send us the picture using our contact form and enter your registered email address in the appropriate field.
Avoid common mistakes
Please, note that we cannot accept the following:
- Scans
- Edited images
- Copies
- Screenshots
- Printed notes
- Cut-off documents
- Dark, overexposed, blurry, and low-resolution images
Therefore, please only send in the documents as outlined above. Thank you.
Bank transfer, SOFORT, GIROPAY/EPS
Please send us the following information using our contact form and enter your registered email address in the appropriate field:
- A photo of your bank card next to the same type of identity document you used for the verification of your account (your identity card or passport), OR
- A PDF export of your bank statement showing the reference number, the IBAN you sent from, the amount you sent and the time it was sent
Note: Please note that the IBAN and your name must be visible on the bank card and must match the data you registered with on Bitpanda. If the IBAN or your name is not displayed on your bank card, we can still accept your bank statement.
Note: In addition, please include all bank transfer details in text form in the email.
Step 1
Grab a sheet of paper.
Step 2
Fetch the same type of identity document you used for the verification of your account (your identity card or passport).
Note: We can only accept the identity document (including renewed versions) that has been used for the verification of your account.
Step 3
Fetch your bank card.
Step 4
Place your identity document next to your bank card on the sheet of paper.
Note: Please note that the IBAN and your name must be visible on the bank card and must match the data you registered with on Bitpanda.
Alternative
Alternatively, Add a PDF export of your bank statement showing the reference, the IBAN you sent from, the amount you sent and the time it was sent, to your message. In addition, please include all bank transfer details in text form in the email.
Now send us all the information directly from your registered email address using our contact form.
Additional information for Apple Pay
When you make an Apple Pay deposit, a virtual card is created with another credit card number. In order for us to approve your deposit, we need both the physical card and a screenshot of the Apple Pay settings for this card, where we can confirm that the physical card is the same as the digital card used for your Apple Pay deposit.
Additionally to the information above, please also send us this information as well:
- Go to "Wallet" app on the iPhone and click on the physical card that it was used for the deposit
- You will then find three points in the top right-hand corner, where you can display your two cards under "Card Number"
- Take a photo of this screen where we can see your name and the last four digits of both cards
Avoid common mistakes
Please, note that we cannot accept the following:
- Scans
- Edited images
- Copies
- Screenshots
- Printed notes
- Cut-off documents
- Dark, overexposed, blurry, and low-resolution images
Therefore, please only send in the documents as outlined above. Thank you.
NETELLER
Please send us a photo of your logged in Neteller account and, next to it, the same type of identity document you used for the verification of your account (your identity card or passport).
Please note that your Neteller ID and name must be visible in your account and on your identity document and must match the data you registered with on Bitpanda.
Avoid common mistakes
We cannot accept:
- Scans
- Edited images
- Copies
- Screenshots
-
Printed notes
- Cut-off documents
- Dark, overexposed, blurry and low resolution images
Skrill
Please send us a photo of your logged in Skrill account and, next to it, the same type of identity document you used for the verification of your account (your identity card or passport).
Please note that your Skrill ID and name must be visible in your account and on your identity document and must match the data you registered with on Bitpanda.
Avoid common mistakes
We cannot accept:
- Scans
- Edited images
- Copies
- Screenshots
- Printed notes
- Cut-off documents
- Dark, overexposed, blurry and low resolution images
Why a transaction may be cancelled after review
The most common reasons for cancellation +
If our team cannot verify the safety or legitimacy of the transaction during the manual review process, the transaction will be Cancelled.
1. Third-Party or Joint Bank Accounts
Bitpanda does not accept deposits from, or withdrawals to, bank accounts that do not belong exclusively to you.
The Reason: If the name on the bank account is different from your verified Bitpanda name (or if it is a joint account where your name isn't clearly listed as the primary owner), the transaction will be cancelled to prevent fraud and money laundering.
2. Corporate or Business Accounts
Deposits sent from a business or corporate account to a personal Bitpanda account are not allowed.
The Reason: Legal and tax compliance requires a strict separation of corporate and personal funds. If you need to trade using company funds, you must apply for a specific Bitpanda Business Account.
3. Missing or Insufficient Proof
If you do not reply to our manual review email within a specific timeframe (usually 7 days), or if the documents provided are incomplete, unreadable, or cropped, the review cannot be completed.
The Reason: Our compliance team cannot legally clear funds without legible, unedited documentation.
4. Mismatched Payment Profiles (e.g., PayPal, Credit Cards)
If you deposit via a method like PayPal, the email address on your PayPal account must match your Bitpanda email exactly. If you use a credit card, the name stamped on the card must match your ID.
The Reason: Discrepancies indicate potential unauthorized account use, resulting in an automatic security cancellation.
5. Pending "Proof of Funds" (PoF) Request
If your transaction triggered a regulatory threshold that requires you to prove the source of your wealth, and you fail to submit sufficient financial documentation (like tax returns or payslips), the transaction will be cancelled.
What happens if my transaction is cancelled? +
Deposits: If a deposit is cancelled, the money is safely bounced back to its source. You will see a Refund entry in your transaction history. Depending on your bank or payment provider, it may take 3 to 5 business days for the funds to reappear in your bank account.
Withdrawals: If a withdrawal is cancelled, the fiat funds are immediately returned to your Bitpanda fiat wallet, and you can safely re-initiate the transaction using an approved, verified payment method.