1. Bitpanda Helpdesk
  2. Account, security & verification
  3. Security

Account hacked or compromised

Your security is our top priority. If you suspect that your Bitpanda account has been compromised or that someone else has gained access to it, we recommend freezing it immediately to protect your funds.

Freeze your account

The fastest way to secure your account is to use our dedicated security form. Clicking the button below will guide you through the automated self-freezing process.

FREEZE MY ACCOUNT

Alternative method: Manual freeze

If you cannot use the form above, you can also freeze your account through the password reset flow:

1
Go to the login screen and select Forgot your password?
2
Enter your registered email address and click Request password reset.
3
Check your inbox for our email. Instead of resetting the password, click the Freeze Account link at the bottom of the email.

In the image below, you can see where to find the Freeze Account option in the automated email:

Freeze account.png

What if I lost access to my email account?

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Critical: If you no longer have access to the email address registered on Bitpanda, please contact us immediately using a different email address.

In your message, please outline your situation and provide any account-related data (such as your full name or recent activity) so our security team can confirm your identity and secure your funds as quickly as possible.

What happens next?

Once your account is frozen:

  • Logging in, trading, and withdrawals will be completely disabled.
  • Any active API keys will be deactivated.
  • Our Support team will review your case and contact you via email to guide you through the secure reactivation process.