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

I lost access to my registered email address

If you can’t remember the email address linked to your Bitpanda account or have lost access to it, don’t worry. For security reasons, we use a quick and automated process to help you recover your account.

Note: You will need a new / alternative email address to complete this update, as this process changes the primary email linked to your account.

Lost access to your registered email address?

Please follow the simple steps below to verify your identity and recover your account.

How to update your email address
Step 1 Contact us
Reach out to our support team using our contact form. Tick the box that says "I have lost access to my original email address". A new field will appear where you must enter the new email address you wish to use. Fill in the description and submit the form.
Step 2 Receive your verification link
Once you submit the form, our system will automatically send a secure identity verification link (via Sumsub) directly to the new email address you provided.
Step 3 Verify your identity
Click the link and follow the on-screen instructions on your smartphone or computer. You will need a valid ID document (e.g. your passport or driving licence) to complete the automated check.
Step 4 Final review
Once you successfully complete the verification process, your request will be securely routed back to our support team for a final manual check. We will update your email address and notify you as soon as your account is ready to use!
Important requirements
🪪Valid DocumentsTap to flip

Check expiry datesExpired documents are not accepted, except for renewed versions of the same ID.

🔄Attempt LimitTap to flip

Up to 3 triesYou have up to 3 attempts to complete verification. If you exhaust all attempts, you must submit a new request.

FAQ's

What if I also need to change my registered phone number? +

If you need to update your phone number, you will need to submit a separate request. Please use our dedicated phone number change form to securely update your details.

What happens if I fail the verification process? +

You have three attempts to successfully verify your identity. If you exhaust all three attempts, your request will be given a "final" rejected status, and you will need to reinitiate the flow by submitting a new request.

Can I change my email address by myself? +

Yes! To update your registered email address on your own, access your profile settings here. Please ensure your app is up-to-date in order to make these changes.

For a complete step-by-step guide, please review this article on how to change your email address. Note that every Bitpanda account must be linked to a unique email address.