I am experiencing problems with my verification

Find out How to verify.

We are sorry if you experienced difficulties with your verification.The verification through IdentityTM, IDNow and eID are currently the only options we offer. There is no alternative. We do not offer the possibility to be verified by post, via email or at our office.

Identity documents

Only the following identity documents can be used for the verification. Please note that, we do not accept other identity documents. We also are not able to communicate if there will be any additional countries added to this list in the future.

 

Full verification

Light verification

 

IdentityTM

IDNow

eID

Country

Passport

ID Card

Passport

ID Card

Passport

ID Card

Argentina

       

 

Australia

       

 

Austria

Belgium

✓***

✓***

 

Bosnia and Herzegovina

 

 

 

Brazil

       

 

Bulgaria

 

 

Canada

       

 

Colombia

       

 

Croatia

   

Cyprus

 

 

Czech Republic

 

Denmark

 

 

 

Egypt

       

 

Estonia

 

 

Finland

France

Georgia

       

 

Germany

 

Greece

*

*

✓*

Hong Kong

       

 

Hungary

Iceland

 

 

 

Ireland

 

Israel

       

 

Italy

 

✓*

✓*

Jamaica

       

 

Japan

       

 

Latvia

 

Liechtenstein

 

Lithuania

Luxembourg

 

Malaysia

       

 

Malta

Mexico

       

 

Netherlands

North Macedonia

       

 

Norway

 

 

 

Peru

       

 

Poland

 

 

 

Portugal

✓***

✓***

Romania

 

 

 

Singapore

       

 

Slovakia

 

Slovenia

 

South Africa

       

 

South Korea

       

 

Spain

 

Sweden

✓**

✓**

Switzerland

Taiwan

       

 

Tunisia

       

 

Turkey

 

 

 

United Kingdom of Great Britain and Northern Ireland

 

 

 

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

** Unfortunately, our verification partner companies are currently experiencing issues with the verification of Swedish citizens.

*** Unfortunately, there are official Belgian and Portuguese identity documents in circulation that were issued with a false ID number. Although these kind 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.

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.

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

IdentityTM assists customers through the identification process from start to successful completion. They focus on the safety of our customers and aim to provide a quick and satisfying experience for your benefit. IdentityTM is based in Dusseldorf, Germany 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 (IdentityTM, IDNow and eID) are unable to verify your identity.

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

Note: Presently IdentityTM and IDNow are only able to offer verification in English and German.

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