I am experiencing problems with my verification

Find out How to verify.

We are sorry you experienced difficulties with your verification. Unfortunately, the video-verification through IdentityTM and IDNow is currently the only option we offer. There is no other option. Unfortunately, we do not offer verification by post.

Identity documents

The following identity documents can be used for the verification. The verification services cannot accept other documents.

  IdentityTM IDNow
Country Passport ID Card Passport ID Card
Austria
Belgium
Bosnia and Herzegovina    
Bulgaria    
Croatia
Cyprus    
Czech Republic
Denmark    
Estonia    
Finland
France
Germany
Greece    
Hungary  
Iceland    
Ireland  
Italy  
Liechtenstein
Lithuania
Luxembourg
Malta
Netherlands
Norway    
Poland  
Portugal    
Slovakia  
Slovenia
Spain
Sweden
Switzerland
Turkey    
United Kingdom of Great Britain and Northern Ireland    

Webcam problems

If you have problems with your video or webcam, then please use a different hardware, smartphone, tablet, computer or similar.

Audio problems

Should your audio fail, then check your audio settings, try a headset or use a different device like with the video problems.

Connection problems

When the internet connection fails, please try another connection, maybe the smartphone internet or some other WIFI.

Image exposure problems

When taking pictures of your documents pay attention to a sufficient image exposure. Take into account that images sensors of most cameras need more exposure than the human eye in order to properly display visual impressions.

Technical problems

In case of technical problems that aren't caused from your side, please get in touch with the corresponding support of the verification service: kontakt@identity.tm and support@mail.idnow.de

Please note that these services have different opening hours. You can view these on the equivalent websites.

IdentityTM is available 24/7.

Unfortunately, there is nothing we can do to complete your verification, if all of our verification services (IdentityTM and IDNow) are unable to verify your account.

Please have a look here to see what you can do with an unverified Bitpanda account:

 

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