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 doesn't 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 didn't 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_01.jpg

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 on your identity document.

Step 5

Send us the picture using our contact form and enter your registered email address in the appropriate field.

step_05_2fa.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_portrait.jpg  dont_driver_licence.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 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.

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