How do I reset my Two Factor Authentication (2FA)?

Tip: If your Bitpanda 2FA-entry doesn't work, you could try to get it fixed by navigating into the app-settings and synchronising the time.

If the tip above didn't solve the issue please send us a picture of your identity card or passport, next to a handwritten note with the following information, to deactivate your Two Factor Authentication (2FA):

- "Bitpanda 2FA Reset"
- Today’s date

Send us the picture directly from your registered email address using our contact form.

Step 1

Grab a sheet of paper

Step_1

Step 2

Fetch your identity card or passport.

step_02.jpg

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

Step 3

Write down the following information on the sheet of paper:

- "Bitpanda 2FA Reset"
- Today’s date

step-03.jpg

Step 4

Take a picture of your identity card or passport next to the handwritten notice.

step-04.jpg

Note: We need a picture showing legible the handwritten note and an identity document. Make sure your date of birth and name are readable.

Step 5

Send us the picture directly from your registered email address using our contact form.

step-05.jpg

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!

dont_print.jpg  dont_driver_licence.jpg  dont_portrait.jpg

Tip: Do not forget to note your 2FA recovery code this time, which you will find under the QR-code. Alternatively, you can print out and store the QR-code safely. Hereafter, you can independently recreate your 2FA entry with this backup code via the app.

Note: Also keep in mind, that after a 2FA reset, withdrawals are restricted for 48 hours. This is part of our safety system and cannot be bypassed. When you recreate your 2FA entry independently via the app, this restriction does not come into force.

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