Certain actions on your Bitpanda account require a one-time PIN, which you will receive via SMS or call. This is necessary when logging in, making a fiat deposit, or withdrawing funds (both fiat and crypto) if you do not have two-factor authentication (2FA) enabled.
Tip: For bank transfers, a PIN is not required.
Possible Issues and Solutions
If you did not receive the one-time PIN via SMS when attempting to log in, make a fiat deposit, or withdraw funds, there are several possible reasons and solutions you can try.
Check your mobile network and signal strength
First, check if your mobile carrier is experiencing network outages by visiting their website or contacting their support. If your phone is in airplane mode, disable it and try again. In many cases, simply restarting your device or switching between flight mode and normal mode can restore your connection.
Poor signal strength can also prevent SMS delivery. If you are in a closed, crowded, or rural area, try moving to another location with better reception. Additionally, test whether you can send an SMS to another contact—this helps confirm that your mobile network is functioning correctly.
Verify your mobile plan and SMS settings
Some mobile carriers classify system-generated messages, such as Bitpanda’s one-time PINs, as promotional SMS, which may be blocked depending on your mobile plan. Contact your carrier to ensure that you can receive such messages.
If you are traveling abroad, ensure that roaming is enabled to establish a connection with the local network. If you suspect an issue with your SIM card, try inserting it into another phone to see if you receive the SMS.
Also, check whether your device has enough internal storage. Some smartphones block new messages when storage is full.
Ensure your device is not blocking messages
Some security settings or third-party apps can prevent SMS delivery. If you have antivirus software, a firewall, or a VPN running, temporarily disable them and request the PIN again.
Additionally, check your phone’s settings to ensure you are not blocking certain phone numbers. Sometimes, system-generated messages may be marked as spam, so check your SMS spam folder.
If you are using a third-party messaging app instead of your default SMS app, switching back to the default app may help. Updating the settings of your SMSC (Short Message Service Centre) can also resolve message delivery issues.
Check how you entered your phone number
Ensure that your phone number is entered in the correct international format when requesting the one-time PIN. If the format is incorrect, the message may not be delivered.
If the issue persists, try using a different web browser to complete the process.
Need Help?
If you have tried these steps and are still not receiving the one-time PIN, please contact us and provide the phone number you are using for verification. Our team will be happy to assist you.