What should I do if my fiat deposit or withdrawal is on "Manual approval"?

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:

If, after confirming the transaction, your deposit is on Manual approval, this can be 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?

Note: If the status of your deposit or withdrawal is on Manual approval, you should have already received an email from us with information on how to proceed.

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)
• Bank transfer, SOFORT, GIROPAY/EPS
• NETELLER
• Skrill

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)
• 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.

Step 5

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.

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