I am experiencing problems with my verification

Find out How to verify.

We are sorry if you experienced difficulties with your verification. Verification through Onfido, Youniqx, IDNow and eID are currently the only options we offer. There is no alternative. We do not offer the possibility to be verified via support tickets, by post, via email or in person.

Country of residence

As a first step, please check if your country of residence is supported. If we do not support verification for your country of residence yet, it is not possible for us to provide our services in your country. Unfortunately, this means that verification with Bitpanda is currently not possible.

Identity documents

Once you could confirm that your country of residence is supported, find here a list of all supported identity documents. Only these identity documents can be used for the verification. Please note that we do not accept other identity documents, for example driving licences or residence permits. We also are not able to communicate if there will be any additional countries added to this list in the future.

Country

Passport

ID Card

Argentina

 

Armenia

 

Australia

 

Austria

Belarus

 

Belgium

✓***

Bolivia

 

Bosnia and
Herzegovina

 

Brazil

 

Bulgaria

Canada

 

Colombia

 

Croatia

Cyprus

Czech Republic

Denmark

 

Egypt

 

Estonia

Finland

France

✓****

Germany

Greece

✓*

Hong Kong

 

Hungary

Iceland

Ireland

Israel

 

Italy

✓* 

Japan

 

Kuwait

 

Latvia

Liechtenstein

Lithuania

Luxembourg

Malta

Mexico

 

Montenegro

 

Morocco

 

Netherlands

New Zealand

 

North
Macedonia

 

Norway

 

Oman

 

Peru

 

Poland

Portugal

✓***

Romania

Russian
Federation

 

Serbia

 

Singapore

 

Slovakia

Slovenia

South Africa

 

South Korea

 

Spain

Sweden

Switzerland

Taiwan

 

Turkey

✓*

Ukraine

 

United Kingdom of
Great Britain and
Northern Ireland

 

* For Italian, Greek and Turkish citizens, the old paper-based ID document cannot be accepted.

*** Unfortunately, there are official Belgian and Portuguese identity documents in circulation that were issued with a false ID number. Although these kinds of documents may be considered a correct ID document in some places, our verification partner companies cannot accept them as a valid identity document for the verification.

**** Unfortunately, our verification partner company cannot accept documents for which the validity date has expired, even if they are still valid in some cases.

For additional information concerning US citizens and residents, please read our Terms & Conditions.

Webcam problems

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

Some users who start the verification process on an iOS device with a browser are presented with a verification method which is currently not supported. This version contains a step where selfies are requested instead of a live video. After completing the verification process, a message appears indicating that the process was completed successfully, although these attempts will unfortunately always be unsuccessful. We are already in contact with our verification partner in order to resolve this issue.

As an alternative and easy workaround we also recommend that you download our Bitpanda mobile app and complete the verification process there.

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 image 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 which aren't caused from your side, please get in touch with the corresponding support of the verification service:

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

Ident-ID

When you start the full verification on Bitpanda and you chose not to run the verification through the browser then the Ident-ID is shown to you on the next page. This ID is the Ident-ID that you have to enter on your smartphone or tablet when IDNow asks you for it.

Partner identification services

Onfido provides digital, AI-based solutions for identity verification. Their technology decides whether a photo ID is genuine or fraudulent, comparing it against facial biometrics. Onfido was founded in London and is available 24/7.

Youniqx provides solutions for secure identity management. It was founded as a subsidiary of the Austrian State Printing House (OeSD), thus having many years of experience providing solutions according to the highest security standards. Youniqx is based in Vienna, Austria and is available 24/7.

IDNow is the world's fastest, most flexible and most secure identity verification platform. VideoIdent provides a seamless online identification using an agent-assisted video chat process. IDNow is based in Munich, Germany and is available from 8:00 AM until 00:00 CEST.

eID is a software vendor in the digital identification and e-Signature industry. It is using artificial intelligence for real time identity verification. eID is offering a video identification procedure where you only need to upload your identity document, eliminating the need for face-to-face contact with a human agent. We are using the services of this provider for our light verification.

There is nothing we can do to complete your verification if all of our verification services are unable to verify your identity.

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