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

When you made your bank transfer, you confirmed that the payment provider account used is in your name:

If 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, name change on marriage, etc.)
• You're 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 in another account. Please note that it is not allowed to create multiple Bitpanda accounts. If you are not sure whether you have already used the bank account, please contact us

What to do?

If a deposit or withdrawal in your Bitpanda account has the status Manual approval, you have already received information on how to proceed from us by email.

If we have asked for a photo in your case, please have a look at the sample pictures for illustrative purposes and also note the description below.

Choose your payment method:

• Credit card (Mastercard, Visa)
• Bank transfer (SEPA), SOFORT, GIROPAY/EPS
• NETELLER
• Skrill
• Avoid common mistakes

Credit card (Mastercard, Visa)

Please send us a photo of your credit card next to 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 only accept the identity document that has been used for the verification and only as a photograph. We cannot accept scans.

Step 1

Grab a piece of paper.

Step 2

Fetch your identity card or passport.

Note: We only accept the identity document that has been used for the verification.

Step 3

Fetch your credit card.

Step 4

To stand out from the background, please put 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: Also note that your name must be visible on the credit card and must match 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 do not accept scans. Please don't send a selfie/portrait, since readability in such pictures is not sufficient. Therefore, please only send in the documents as outlined above. Thank you!

Bank transfer (SEPA), 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 your identity card or passport

Note: We only accept the identity document that has been used for the verification. Also note that the IBAN and your name must be visible on the bank card and must match the data you registered with on Bitpanda.

• 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

Note: In addition, please write all bank transfer details in text form in the email.

Step 1

Grab a sheet of paper.

Step 2

Fetch your identity card or passport.

Note: We only accept the identity document that has been used for the verification.

Step 3

Fetch your bank card.

Step 4

To stand out from the background, please put 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 write all bank transfer details in text form in the email.

Now send us the all information directly from your registered email address using our contact form.

Avoid common mistakes

Please note that we do not accept Scans. Please don't send a selfie/portrait, since readability in such pictures is not sufficient. 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 your identity card or passport.

Also 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.

Note: We only accept the identity document that has been used for the verification.

Skrill

Please send us a photo of your logged in Skrill account and next to it your identity card or passport.

Also 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.

Note: We only accept the identity document that has been used for the verification.