Here at Bitpanda, security is our top priority. That is why, in rare cases, we may be required to temporarily suspend or, in even rarer cases, terminate a user’s account in order to guarantee the safety of your account, the platform itself and all of our users, as well and to comply with all applicable laws.
If you get the error message "Account is inactive" when logging in, please contact us. We will then attempt to find a solution for you as soon as possible.
Tip: A detailed overview why an account might be temporarily suspended or terminated can be found in our terms and conditions.
Note: Keep in mind that for security reasons, we cannot comment publicly on all the reasons for the suspension or termination of an account.
The decision to temporarily suspend or terminate an account might be directly or indirectly linked to one or more of the following reasons:
Unsettled fiat transaction/s
Your requested transaction amount has been credited to your Bitpanda account but the actual transfer has been put on hold or was never made. Once we can confirm that the respective transaction has been successfully completed on your end, we will reactivate all services for your account. In the meantime, we kindly ask for your patience.
Multiple Bitpanda accounts
Please note that Bitpanda does not allow multiple accounts for one person. In the case of a double account, please contact us using our contact form, then enter your registered email in the appropriate field and let us know which email address and phone number you would like to use for your Bitpanda account in the future. After you provide information about why you have opened more than one account, we may then be able to reactivate your desired account.
Sharing your account with another person is prohibited. You should be the only person with access to your account.
Note: When setting up your Bitpanda account, please make sure to choose a new password which you do not use for any other service. Never share your password with another person and change it immediately should someone else find it out.
Also, any bank account or credit card you want to use for your transactions on Bitpanda must be in your name and cannot be associated with more than one Bitpanda account. For more information, please refer to our article on how to change or add a bank account to your fiat wallet.
Providing incorrect data
Wilfully providing incorrect, incomplete, outdated or misleading data to Bitpanda or to a payment service provider will lead to the deactivation of your account.
Intentionally abusing the Bitpanda Tell-a-Friend programme is strictly prohibited. Please note that our Tell-a-Friend programme is a friend invitation programme only. If you wish to recommend our services to a wider audience, please apply for our affiliate programme.
Extraordinary termination rights
For a detailed overview of all extraordinary account termination rights, please refer to section 11 of our terms and conditions.
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