How do I reset my two-factor authentication (2FA)?

Reset two-factor authentication (2FA) by yourself

When you activated two-factor authentication (2FA) on Bitpanda, you were requested to secure your 2FA recovery code. If you have saved it, you can reset your 2FA by yourself in the following way:

1. Open your 2FA-app on your smartphone 
2. Tap on the option to add a new 2FA code 
3. Enter your Bitpanda 2FA recovery code

This will successfully add the 2FA code to your 2FA-app again and you will be able to use it just like before. Your 2FA recovery code can be used multiple times.

Tip: If your Bitpanda 2FA-entry does not work, you could try to fix it by navigating into the app-settings and synchronising the time.

No access to 2FA recovery code

If the information in this article or the tip above did not solve the issue, please send us a picture of the identity document you used for your verification (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 using our contact form and enter your registered email address in the appropriate field.

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 same type of identity document you used for your verification. For example, if you verified with a passport, we cannot accept an ID card. Please note that we cannot accept expired documents. However, we can accept a renewed document if it matches the identity document you verified with.

Step 3

Write down the following information on the sheet of paper:

- "Bitpanda 2FA Reset"
- Today’s date

Step 4

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

Note: We need a picture showing the handwritten note next to your identity document. Make sure your date of birth and name are legible on your identity document. Please note that the document needs to be fully visible and ensure that all edges of the document are visible. We cannot accept cut-off documents as valid proof of identity.

Step 5

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 photo, since legibility in such pictures is not sufficient. Therefore, please only send in the documents as outlined above. Thank you.

Tip: Do not forget to note your 2FA recovery code this time, which you will find under the QR-code. You can also download the PDF containing the QR-code and store it safely. Hereafter, you can independently recreate your 2FA entry with this recovery 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.