See what cryptocurrency address formats are used on Bitpanda.

For coins like XRP, Stellar, NEM and EOS a reference is required. Learn more about it here.

See what cryptocurrency address formats are used on Bitpanda.

Let us know the relevant PID (identification number) for your transaction or trade. You'll find the PID in the history of your Bitpanda account.

If your questions are not related to our white label product, please don't use this form. Instead, please use our normal contact form.

Please add the phone number including the country code and without the first 0 (example: for Austria the country code is "43", so if your number is 0676-91232 please write: 4367691232)

Please add the phone number including the country code and without the first 0 (example: for Austria the country code is "43", so if your number is 0676-91232 please write: 4367691232)

Please add the phone number including the country code and without the first 0 (example: for Austria the country code is "43", so if your number is 0676-91232 please write: 4367691232)

I hereby consent to the use of my data for purposes of direct marketing via electronic communication (per email).We process personal data only in accordance with the GDPR and other applicable laws. For further information in this regard, we refer to our Privacy Policy

I agree to the Terms & conditions.

I agree to the Privacy policy.

To find the mandate number, simply click on the three dots next to your savings plan and select View Direct Debit mandate.

ISIN (alphanumeric 12-digit identifier)*

I confirm that my deposit was initiated more than 2 working days ago and I understand that opening a ticket prior to these 2 working days having passed will not speed up the processing of my transaction.*

Bank transfers usually take around two to three business days to complete.

Please keep in mind that Saturdays, Sundays and public holidays do not count as working days for banks. Furthermore, Austrian public holidays may differ from holidays in other countries.

If you have done everything correctly the amount will be credited to your chosen fiat wallet as soon as the payment reaches us. Please check this with your bank statement.

If you have made a bank transfer to the bank account we use currently (IBAN ending in 4672) and forgot to include, or used the wrong Payment reference, your funds will be refunded automatically to the bank account you made the transfer from. Please note that this might take up to 7 business days. To avoid this from happening in the future, please always include the provided Payment reference in your bank transfer reference field.

For further information on this topic, please have a look at this article.

Please have a look at our Helpdesk. There you will find a number of articles providing answers to specific questions, also regarding your problem:

• Missing payment reference (SEPA deposits)
• What should I do if my fiat deposit or withdrawal is on "Manual approval"?
• Where can I find the Bitpanda bank transfer details?
• Payment methods, limits and transaction costs

If you made a transaction but the payment wasn't credited, unfortunately, the payment provider experienced a technical issue.

This means that we need to wait until we receive the payment via SEPA bank transfer which can take between 1-3 business days. Please excuse any inconvenience caused by the payment provider.

As soon as we receive the payment, it will be automatically credited.

If no withdrawal was made and the deposit has the status Pending and was then cancelled, please do the following:

1. Check whether your bank has introduced or recently changed a policy prohibiting the purchase of cryptocurrencies. You can do this by quickly searching on the internet or by contacting your bank
2. If possible, tell us the error message that is displayed
3. Choose another payment method or use a different bank account

Thank you for your patience.

Please have a look at our Helpdesk. There you will find a number of articles providing answers to specific questions, also regarding your problem:

• What should I do if my fiat deposit or withdrawal is on "Manual approval"?
• Payment methods, limits and transaction costs
• What is the verification deposit and what are the limits for Bitpanda users?
• One-time SMS code not received

If a deposit or withdrawal in your Bitpanda account has the status Manual approval, you have already received information on how to proceed from us by email. Please send us a photo of your logged in Neteller or Skrill account and next to it your identity card or passport.

Also note that your Neteller or Skrill ID and name must be visible in your account and on your identity document and must match the data you registered with on Bitpanda.

Note: Please note that we cannot accept scans.

Please have a look at our Helpdesk. There you will find a number of articles providing answers to specific questions, also regarding your problem:

• What should I do if my fiat deposit or withdrawal is on "Manual approval"?
• Payment methods, limits and transaction costs
• One-time SMS code not received

The credit card needs to be in your possession and registered under your name. Otherwise, the money won't be credited to your fiat wallet. Additionally, the credit card has to be either a Mastercard with SecureCode or a Visa card with Verified-by-Visa activated.

Note: It is absolutely necessary when submitting a request relating to credit card issues to inform us who your credit card provider is, and whether the amount has already been debited from your bank account. If this is the case, please also send us a PDF of the transfer form and additionally the data as text.

Unfortunately, due to the regulatory framework in the United States, it is not possible to use credit/debit cards from credit card issuers based in the USA.

Please have a look at our Helpdesk. There you will find a number of articles providing answers to specific questions, also regarding your problem:

• My credit card was declined
• What should I do if my fiat deposit or withdrawal is on "Manual approval"?
• Payment methods, limits and transaction costs
• One-time SMS code not received

Bank transfers usually take around two to three business days to complete.

Please keep in mind that Saturdays, Sundays and public holidays do not count as working days for banks. Furthermore, Austrian public holidays may differ from holidays in other countries.

Please keep in mind that when withdrawing from your fiat wallet via bank transfer that you must always include the IBAN, otherwise your transaction will be unsuccessful.

If you are unsure if your bank uses an IBAN then please contact them. If your bank does not use IBAN then we suggest that you use an alternative payout option.

Please have a look at our Helpdesk. There you will find a number of articles providing answers to specific questions, also regarding your problem:

• How can I sell cryptocurrencies and how do I withdraw money from my fiat wallet?
• What should I do if my fiat deposit or withdrawal is on "Manual approval"?
• Change or add a bank account for withdrawals

In order to buy an Amazon.de voucher with EUR please do the following:

1. Log in to your Bitpanda account
2. Click on Wallets
3. Choose the Euro Wallet
4. Click on Withdraw on the top right side
5. Choose Amazon.de as a payout method
6. Choose the amount and click on Go to Summary
7. Make sure everything is correct and confirm by clicking on Withdraw now

You can sell your cryptocurrencies for EUR to buy an Amazon.de voucher with your Euro Wallet. You can also buy a voucher directly with your Euro Wallet balance. However, you cannot exchange an Amazon.de voucher back into Fiat or cryptocurrencies.

If a deposit or withdrawal in your Bitpanda account has the status Manual approval, you have already received information on how to proceed from us by email.

Please send us a photo of your logged in Neteller or Skrill account and next to it your identity card or passport. Also note that your Neteller or Skrill ID and name must be visible in your account and on your identity document and must match the data you registered with on Bitpanda.

Note: Please note that we cannot accept scans.

Please have a look at our Helpdesk. There you will find a number of articles providing answers to specific questions, also regarding your problem:

• What should I do if my fiat deposit or withdrawal is on "Manual approval"?
• Payment methods, limits and transaction costs
• One-time SMS code not received

After successful verification, there is a limit of EUR 2,500 for deposits with the online payment methods EPS/GIROPAY and SOFORT which will be increased after a verification deposit is completed.

The verification deposit needs to be completed via bank transfer (SEPA), SOFORT or GIROPAY/EPS, and can be done with an amount between EUR 25 and EUR 2,500.

The limit increase happens once we receive the money of this deposit on our bank account. Once we received the money you can use the full limits.

This transfer can take up to three business days.

By bank transfer higher amounts can be deposited directly after the successful verification, and will also be considered as verification deposit.

Please have a look at our Helpdesk. There you will find a number of articles providing answers to specific questions, also regarding your problem:

• What is the verification deposit and what are the limits for Bitpanda users?
• What fees and premiums can I expect to pay on Bitpanda?
• Payment methods, limits and transaction costs

When sending coins to your deposit addresses, your Bitpanda wallet will automatically be credited with the correct amount, after confirmation by the network.

You’ll find a detailed guide on how to deposit cryptocurrencies here.

Since each cryptocurrency is unique, please pay close attention to the coin specific information which must be taken into account when making deposits to your Bitpanda wallet.

Should you ever come across issues with deposits from an external wallet of yours, then find here a list of all address formats used on Bitpanda. This article also contains a list of Blockchain Explorers, if you would like to verify the status of your cryptocurrency deposit independently.

A full list of cryptocurrencies supported on Bitpanda can be found here.

You can check our status page to check if something is not working as it should. To be notified about updates, click on Subscribe to updates on our status page.

Please have a look at our Helpdesk. There you will find a number of articles providing answers to specific questions, also regarding your problem:

• Minimum deposits and transaction costs
• Your current deposit address
• Transaction status in the Blockchain Explorer
• Transaction status
• Check Bitpanda wallet status
• Depositing cryptocurrencies
• Ethereum and out of gas transactions
• Missing reference (e.g Destination Tag, Memo and Message)

Note: If you sent a cryptocurrency to your Bitpanda wallet but did not include the required additional information (e.g a Destination Tag, Memo and Message) your coins are lost and the amount cannot be credited to your account. For future deposits always include the required additional information, otherwise, the coins will be lost.

To send your cryptocurrencies from Bitpanda to another wallet and to make sure you don’t lose your coins during the process, read the article on how you can send cryptocurrencies and pay close attention to the coin-specific details.

Note: Please make sure that you never send the coins of one cryptocurrency to an address of another cryptocurrency. Otherwise these coins will definitely be lost. Furthermore, please notice our minimum withdrawal amounts and transaction costs and used address formats.

Tip: Check our status page to see if a wallet is operational. To be notified about updates, click on Subscribe to updates on our status page and select the relevant topics you would like to be notified about.

Please take a look at the explanations described in this article of the status a cryptocurrency deposit or withdrawal can have in your Bitpanda wallet. You can also see the status in your history.

If your cryptocurrency deposit does not appear at all, see what you can do.

• Pending
• Pending (Processing)
• Unconfirmed Transaction
• Cancelled

You can check our status page to check if something is not working as it should. To be notified about updates, click on Subscribe to updates on our status page.

Please have a look at our Helpdesk. There you will find a number of articles providing answers to specific questions, also regarding your problem:

• I sent cryptocurrencies from Bitpanda to another wallet, but they did not arrive
• What should I do if my cryptocurrency deposit or withdrawal is not completed?
• How can I send my cryptocurrencies?

You can use a Blockchain Explorer to check for yourself if a transaction actually took place. If you can see it there and it has already been confirmed by the network it was successful. If the transaction was confirmed at least once, it was successful and is irreversible.

In a Blockchain Explorer, you can search for the transaction ID (hash), which is an identifier for a particular transaction. You will find this in your Bitpanda wallet in the details of the relevant transaction. To check a transaction, you can also search for a particular wallet address in a Blockchain Explorer, in this case, the address of your other wallet. Then all transactions to and from this address will be displayed.

If the transaction was successful, it means that the problem is with the wallet or the exchange where you sent the coins because the address is controlled by them. This may be a technical problem or the coins have not been credited to you for other reasons. For more help please contact the support of the wallet or exchange where you sent the coins and ask why they have not been credited to you.

For more help, please contact the support of the wallet or exchange where you sent the coins and ask why they have not been credited to you.

Have a look at the different minimum deposit and withdrawal amounts for each cryptocurrency. You can also always see this information directly in your Bitpanda wallet just next to your deposit address.

Important: Please note that deposits to your Bitpanda wallet below the minimum amount will not be credited.

If you try to send less than the minimum amount, your cryptocurrencies cannot be sent out, and you will receive an error message.

If a cryptocurrency is in trade only mode, it means it is currently only available for purchase and sale on Bitpanda.

Once all the wallet features, such as sending and receiving, are available, we will announce this. When exactly that will happen depends on the final testing to ensure security and functionality.

The following procedure will also stay the same for additionally added cryptocurrencies:

1. First we offer a trade only wallet, with which our users can buy and sell
2. A bit later a fully functional wallet will be available

The time needed can vary for each coin, depending on the final testing to ensure security and functionality. This plan allows us to add new cryptocurrencies fast, while offering the same flexibility and features as you already know from our existing ones later.

Please have a look at our Helpdesk. There you will find a number of articles to specific questions, also regarding your problem:

• How does the "Contacts" option work?
• What should I do if my cryptocurrency deposit or withdrawal is not completed?

Note: Please have a look at our Helpdesk. There you will find a number of articles providing answers to specific questions.

Have a look at the different minimum deposit and withdrawal amounts for each cryptocurrency. You can also always see this information directly in your Bitpanda Wallet just next to your deposit address.

The minimum amount for deposits and withdrawals for fiat currencies is 25 EUR. The minimum amount to trade, say buy and sell cryptocurrencies, is 1.00 EUR (or 1.00 GBP/1.50 CHF/1.50 USD).

Important: Please note that deposits to your Bitpanda Wallet below the minimum amount will not be credited.

If you try to send less than the minimum amount, your cryptocurrencies cannot be sent out, and you will receive an error message.

If you're experiencing problems with cryptocurrency deposits to your bitpanda account, because of external wallets not supporting certain address formats, please pay attention to the information provided in this article.

When you activated two-factor authentication (2FA) on Bitpanda, you were requested to secure your 2FA recovery code. If you have saved it, you can reset your 2FA by yourself in the following way:

1. Open your 2FA-app on your smartphone
2. Tap on the option to add a new 2FA code
3. Enter your Bitpanda 2FA recovery code

This will successfully add the 2FA code to your 2FA-app again and you will be able to use it just like before. Your 2FA recovery code can be used multiple times.

Tip: If your Bitpanda 2FA-entry doesn't work, you could try to get it fixed by navigating into the app-settings and synchronising the time.

If the information in this article or the tip above didn't solve the issue, please send us a picture of the identity document you used for your verification (ID card or passport), next to a handwritten note with the following information, to deactivate your two-factor authentication (2FA):

- "Bitpanda 2FA Reset"
- Today’s date

Send us the picture using this contact form and enter your registered email address in the appropriate field. We need a picture showing legible the handwritten note and an identity document. Make sure your date of birth and name are legible.

Note: We can only accept the identity document (including renewed versions) that has been used for the verification. Please note that the document needs to be fully visible and ensure that all edges of the document are visible. We cannot accept cut-off documents as valid proof of identity.

Note: Also keep in mind that after a 2FA reset, withdrawals are restricted for 48 hours. This is part of our safety system and cannot be bypassed. When you recreate your 2FA entry independently via the app, this restriction does not come into force.

Please have a look at our Helpdesk. There you will find a number of articles providing answers to specific questions, also regarding your problem:

• Forgot your password or PIN?
• Login issues

If you are having problems when logging in to your account, we would appreciate you reporting it by answering the following questions:

• Are you having problems with Google's reCAPTCHA?
• Do you have any browser plug-ins enabled e.g. AdBlock?
• Did you try it with a different browser (i.e. Chrome)?
• What browser and operating system are you using?
• Can you send us the link under which you tried to log in?
• Have you activated cookies?
• Is your browser up to date?
• Are you blocking pop-ups?
• Do you have any autofill options enabled?
• Did you try to delete the local storage and the browser data?
• Do you use the private/incognito mode of your browser?

Tip: Please note that using a VPN might affect some of our services' functions.

Note: Please add some screenshots as an attachment to illustrate the bug. 

We are sorry that you have problems with the reCAPTCHA when logging in, below you will find a guide, giving solutions to the most common issues.

Tip: If you have a Google account log in to that first, so you will not have to select the pictures of the reCAPTCHA.

• You can also request a new challenge by clicking the reload icon at the bottom left
• Make sure you are not in private or incognito mode when attempting to log in
• Disable browser add-ons and reload the page. You can also try a hard refresh after having disabled browser add-ons.
• Windows: Ctrl + F5
• Mac/Apple: Apple + R or Command + R
• Linux: F5
• Verify that you are not blocking Google domains
• If you are using Mozilla Firefox, change the tracking protection settings of your browser from “always” to “none” (you can always change this back after logging in)
• Try to log in using a different browser
• Restart the login process using another device
• You also have the possibility to change to an audio challenge by clicking on the headphone icon
• For help click the help icon
• If the reCAPTCHA is not loading, a restart of the internet connection could also help

If you are experiencing problems logging into your Bitpanda account from a new browser please pay close attention to the following points as they may explain why you are currently experiencing technical difficulties.

• Avoid clearing your browsing data/cookies once you successfully confirmed your browser, otherwise a new browser verification becomes necessary upon further logins
• Don't use the private/incognito mode in your browser
• Set the browser you are currently using as your default browser. This can be helpful if you are trying to confirm your account via the confirmation email
• Please make sure to always open the latest email you received from Bitpanda
• Deactivate any browser add-ons you have enabled on your browser
• Make sure that your antivirus software, firewall app, or VPN isn’t blocking your new browser
• Find out what you can do if you do not receive our email

Tip: When opening Bitpanda emails please make sure that you’re not using “Text Only” mode in your email client, otherwise links may not be clickable.

If your problem still persists, please follow the steps below:

• New device or browser login

If you get the error message "Account is inactive" when logging in, please contact us. We will then find a solution with you as soon as possible.

We deactivate accounts for the security of our users and ourselves. This may be the case, for example, if you have created a second account on Bitpanda, which is not allowed. Please refer to section 5.1 of our terms and conditions to learn more about our double account policy.

Please keep in mind that you won't receive any notification regarding account deactivation due to legal reasons. Bitpanda also reserves the right to lock and/or freeze and/or close accounts without further notice, in cases cited in section 11.2 of our terms and conditions.

Note: If you have already created a second account, please contact us from your registered email address using our contact form. Simply choose “Double accounts” instead of “Login and 2FA” in the dropdown menu above and let us know which email address and phone number you want to use in the future for your Bitpanda account.

To change your registered email address, please send us a picture of the identity document you used for your verification (identity card or passport), next to a handwritten note with the following information:

• "Bitpanda Email Address Change"
• Your new email address
• Today’s date

Please also write your new email address in the email you are going to send us, to avoid confusion.

See our sample pictures for illustrative purposes.

Note: Please note that you need to let us know if another account is already using your new email address. We do not accept the same email address in two accounts, in this case please explain to us how that happened.

Note: We can only accept the identity document (including renewed versions) that has been used for the verification. Please note that the document needs to be fully visible and ensure that all edges of the document are visible. We cannot accept cut-off documents as valid proof of identity.

Please have a look at our Helpdesk. There you will find a number of articles providing answers to specific questions, also regarding your problem:

• How can I change my email address?

In case you can't remember the email address of your account, please follow these steps:

Please send us a picture of your identity card or passport, next to a handwritten note with the following information:

• "Bitpanda Forgot Email Address"
• Today’s date

See our sample pictures for illustrative purposes.

Note: We can only accept the identity document (including renewed versions) that has been used for the verification. Please note that the document needs to be fully visible and ensure that all edges of the document are visible. We cannot accept cut-off documents as valid proof of identity.

For security reasons we can only give out the information after you send us the required documents.

Please have a look at our Helpdesk. There you will find a number of articles providing answers to specific questions, also regarding your problem:

• I forgot my registered email address for my Bitpanda account

If you’ve just created an account and you haven’t received the confirmation email after half an hour, please make sure you have entered the correct email address and resend the confirmation email.

In case you already confirmed your email address and you are receiving, for example, no information or confirmation emails about trades and other activities on Bitpanda, please try the following:

• Make sure you check your mailbox folders like spam, advertisements, and others. Often, automated emails from unknown senders are placed there
• You can click on Resend email in your Wallet or History, if it hasn't arrived after some minutes yet. We send such emails from this address: noreply@bitpanda.com
• If you still cannot find it, it is possible that your email provider is blocking it. In this case please try to whitelist our email addresses. Add them to your address book or tag them as trusted

Please have a look at our Helpdesk. There you will find a number of articles providing answers to specific questions, also regarding your problem:

• What can I do if I do not receive emails?
• How can I whitelist the Bitpanda email address?

To change your registered mobile phone number, please send us a picture of the identity document you used for your verification (identity card or passport), next to a handwritten note with the following information:

• "Bitpanda Phone Number Change"
• Your new number
• Today’s date

Please also write your new phone number in the email you are going to send us, to avoid confusion.

Note: We can only accept the identity document (including renewed versions) that has been used for the verification. Please note that the document needs to be fully visible and ensure that all edges of the document are visible. We cannot accept cut-off documents as valid proof of identity.

See our sample pictures for illustrative purposes.

Please have a look at our Helpdesk. There you will find a number of articles providing answers to specific questions, also regarding your problem:

• How can I change my phone number?

As this issue might have arisen due to a variety of reasons we suggest that you use the following suggestions based on your individual situation:

• Please request the SMS-PIN once and wait for at least 15 minutes
• Make sure your phone can receive text messages currently and is not in Airplane Mode or Offline Mode
• Sometimes restarting your phone or switching between normal and flight mode could prove to be a simple solution
• Check your signal strength as you may want to move to another location if you are in a closed, crowded or rural area

Please have a look at our Helpdesk. There you will find a number of articles providing answers to specific questions, also regarding your problem:

• One-time SMS code not received

If those solutions are not effective then please contact us and tell us with which number you are trying it.

Please have a look at our Helpdesk. There you will find a number of articles providing answers to specific questions, also regarding your problem:

• What can I do if suspicious activities occur on my Bitpanda account?
• How can I secure my Bitpanda account?
• How to spot online scams
• How can I log out all connected devices?

In order to freeze your account, please follow these steps:

1. Select Forgot your password? on the login screen
2. Enter the email address you’ve registered on Bitpanda and click on Request password reset
3. In the email you’ll then receive from us, click on Freeze Account
4. Please contact our support regarding your account deactivation and the reason. We will help you find the best solution possible for a fast and secure reactivation of your account

You can see the accepted documents here. The verification services cannot accept other documents. For security reasons, we cannot accept paper documents. However, we can accept the old Italian paper-based ID document.

Unfortunately, there is nothing we can do to complete your verification, if our verification services are unable to verify your account.

Verification deposit

After successful verification, there is a limit of EUR 2,500 for deposits with the online payment methods EPS/GIROPAY and SOFORT, which will be increased after a verification deposit is completed.

This verification deposit needs to be completed via bank transfer (SEPA), SOFORT or GIROPAY/EPS, and can be done with an amount between EUR 25 and EUR 2,500.

Tip: Higher amounts can be deposited directly after successful verification using a bank transfer, which will also be considered as a verification deposit.

Please note that even though the amount gets credited to your Bitpanda wallet instantly, it actually reaches our bank account via bank transfer (SEPA). SEPA transfers can take up to 5 business days to be confirmed after you have initiated the payment. Once we have received the funds, you will be able to make use of the usual limits.

Note: Please keep in mind that Saturdays, Sundays and public holidays do not count as working days for banks. Furthermore, Austrian public holidays may differ from holidays in other countries.

Limits for verified Bitpanda users

If you are fully verified and have successfully completed your verification deposit, you will be able to make full use of the usual limits found below:

• After successful verification, the 24-hour limit for online payments such as NETELLER and Skrill is EUR 10,000 and cannot be increased any further.
• After successful verification, the 24-hour limit for credit card deposits is EUR 2,500 and cannot be increased any further.

These general limits do not apply to all users, as individual limits are set based on a number of criteria. Have a look at a complete list of the respective limits and payment options for verified users for more information.

If you are not able to restart the full verification, please contact us.

Please have a look at our Helpdesk. There you will find a number of articles providing answers to specific questions, also regarding your problem:

• How to verify?
• I am experiencing problems with my verification
• Accepted Documents for verification

Due to a new EU regulation (AML5) coming into effect on the 10th of January 2020, Bitpanda users are required to verify their Bitpanda accounts.

Learn more about it here.

Note: If you have an issue with your fiat deposit, please follow the instructions here.

Please have a look at our Helpdesk. There you will find a number of articles to specific questions, also regarding your problem:

• How do I buy cryptocurrencies?
• What fees and premiums can I expect to pay on Bitpanda?

Note: If you have an issue with your fiat deposit, please follow the instructions here.

Please have a look at our Helpdesk. There you will find a number of articles providing answers to specific questions, also regarding your problem:

• How can I sell cryptocurrencies?
• What fees and premiums can I expect to pay on Bitpanda?

Note: If you have an issue with your fiat deposit, please follow the instructions here.

Bitpanda Swap allows you to instantly swap any supported cryptocurrency on Bitpanda to any other supported coin or token on our platform. By using Bitpanda swap you pay less fees than if you do the trades individually.

All premiums for purchases and sales of cryptocurrencies are already included in the offered prices. The prices are constantly updated in real time. To avoid confusion, this means you will always receive the exact amount of coins that is shown on the order confirmation page.

Tip: You can use Bitpanda Swap once your account is verified. By using Bitpanda Swap you pay less premiums than if you do the trades individually.

Please have a look at our Helpdesk. There you will find a number of articles providing answers to specific questions, also regarding your problem:

• What is Bitpanda Swap and how does it work?
• What fees and premiums can I expect to pay on Bitpanda?
• Which cryptocurrencies does Bitpanda support?

Please send us the serial number of your Bitpanda To Go voucher.

The serial number is not the redeemable code. Please do not send us the redeemable code. We will then check the voucher.

Please have a look at our Helpdesk. There you will find a number of articles providing answers to specific questions, also regarding your problem:

• How can I redeem my Bitpanda To Go voucher?
• Find a post branch

All fees for purchases and sales of cryptocurrencies are already included in the offered prices. The prices are constantly updated in real time. To avoid confusion, this means you will always receive the exact amount of coins or fiat that is shown on the order confirmation page.

The premiums for buying and selling Bitcoin on Bitpanda are 1.49%

Note: The price you see in the chart is not the buy or sell price. You can see the latest buy or sell price by clicking the Buy or Sell button and then clicking on Go to Summary. This price is valid for 60 seconds (or 30 seconds for stocks and ETFs or 10 seconds, in case of a trade with BEST or Pantos (PAN)). Please take a look at our terms and conditions (Section 3) to clearly understand the difference between chart price and buy or sell price.

After a purchase, the current value for the amount of cryptocurrency you own is displayed in your wallet. This amount is equal to the base price (excluding fees). You can see the selling price (with fees) before completing a trade. The difference between buying and selling price is called spread.

Please have a look at our Helpdesk. There you will find a number of articles providing answers to specific questions, also regarding your problem:

• What fees and premiums can I expect to pay on Bitpanda?

Our chart feature gives you a quick and easy overview of the prices of cryptocurrencies available at Bitpanda. It is always shown in the currency you set as default.

Note: The price you see in the chart is not the buy or sell price. You can see the latest buy or sell price by clicking the Buy or Sell button and then clicking on Go to Summary. This price is valid for 60 seconds (or 30 seconds for stocks and ETFs or 10 seconds, in case of a trade with BEST or Pantos (PAN)). Please take a look at our terms and conditions (Section 3) to clearly understand the difference between chart price and buy or sell price.

Please have a look at our Helpdesk. There you will find a number of articles providing answers to specific questions, also regarding your problem:

• How do the charts work?

Please have a look at our Helpdesk. There you will find a number of articles providing answers to specific questions, also regarding your problem:

• What is the price alert feature?

Our verified users already enjoy quite high daily and monthly limits, depending on the payment method.

If these limits are insufficient for you, please fill in the Bitpanda Plus form.

Please have a look at our Helpdesk. There you will find a number of articles providing answers to specific questions, also regarding your problem:

• What is the Bitpanda Affiliate programme?
• Terms & Conditions Affiliates
• Bitpanda Affiliate programme

Terms & Conditions Affiliates
E.4. Due to regulatory reasons, New Customers with residence/seat in Germany may not be referred to Bitpanda by an Affiliate, regardless of whether the Affiliate themselves reside or are based in Germany. 

Note: A retrospective credit, or subsequently adding a user to your referrals, is unfortunately not possible.

To receive your reward the referred friend must meet the following requirements:

• Be a brand new Bitpanda user, which means that they must not have created a Bitpanda account before
• Complete their sign-up using your referral link
• Verify their account
• Complete a fiat deposit of at least EUR 25 on their new account
• Trade minimum EUR 25 on their new account

Due to regulatory reasons, recruiting users who reside in Germany is not allowed. However, if your residence is in Germany you still can recruit users from a third country.

The payout is made instantly, as a voucher balance into your fiat wallet. The reward for the referrer or the referred friend only takes place when the referred user meets all requirements.

The Tell-a-Friend reward may differ based on the country of residence of the persons involved. In the following countries, the reward for the referrer and referred friend is EUR 5 each:

• Poland
• Ukraine

To avoid potential issues, please make sure that you and your friend prepare the following:

• Disable all ad blocker
• Allow your browser to track cookies, avoid clearing your browsing data and cookies and do not deactivate or delete cookies before or after clicking the referral link and during the sign-up process
• Make sure you don't use the private/incognito mode in your browser
• Please make sure that the referral link is from someone you know and is real
• Make sure that your antivirus software, firewall app, or VPN isn’t causing any complications

Please have a look at our Helpdesk. There you will find a number of articles providing answers to specific questions, also regarding your problem:

• Bitpanda Tell-a-Friend programme

Learn how to create a business account.

Before submitting your application, please make sure to complete the verification process and that you have all required documents ready to speed up your application’s processing.

Please note that business requests are processed during working hours, which are between 9AM to 5PM, from Monday to Friday. If you need support for your account, please select another category and your request will be processed as soon as possible.

Required documents:

• A recent company register excerpt (no older than 6 weeks)
• Bank account statements of all relevant bank accounts used for deposits/withdrawals showing the company name and your IBAN (no older than 3 weeks)
• Legal authorisation to act on behalf of the company you want to register (if not apparent from previous documents)
• Most recent financial statements available (Annual Account, Balance Sheet, Profit & Loss statement)
• A dated and hand-signed organisational chart showing the company structure, including ownership percentages (if the ownership structure has more than one level and must show the levels up to the ultimate beneficial owners)
• Current and official shareholder list or equivalent (where applicable, depending on company type)

Note: If the documents are not available in German or English, we will require a translation into German or English in addition to the original document.

Keep in mind that the person accessing the business account needs to be legally authorised to act on behalf of the company and must be the one that completes the verification process for the Bitpanda account. 

Please also have a look at our Helpdesk. You will find lots of information and answers to specific questions regarding our onboarding process there.

Please include the link to your website, your proposal and as much detail as possible about your request and the relevant topic (Cooperation, OTC or another topic) in your message.

Furthermore, please note that cooperation enquiries will be faster if submitted in English.

If you wish to contact us with regard to this topic, please visit our official Press website.

If you happen to find a bug on our website, we would appreciate you reporting it by filling out this form and sending it back to us:

Brief title:

Summary:

(Summarize the bug in a few sentences)

Expected results:

(Explain what should have happened)

Steps to reproduce:

(Describe how to reproduce the bug step by step)

Used browser/operating system:

(Which browser and operating system are you using)

Please add some screenshots as an attachment to illustrate the bug!

If you have detected a bug or vulnerability in any of our Bitpanda Services, please take a look at this website for a better understanding on how our Bug Bounty Programme works.

You can actively take part in the decision making process on which coin we will list next on Bitpanda using our Bitpanda Ecosystem Token (BEST).

For example, as a BEST VIP (level 2 to 5; with a minimum of 1,000 BEST in your Bitpanda wallet), you have the unique opportunity of having a say in which cryptocurrency we will list in the future.

If you would like us to add a new trading pair to Bitpanda Pro, you can also share your feedback on any of our social media channels, starting with our Bitpanda Pro Twitter.

One thing to keep in mind. All our offered cryptocurrencies and tokens had to go through a thorough due diligence process. The requirements take market capitalisation, stability, developer and user number into account, amongst other things. Therefore, the suggested cryptocurrencies and tokens that we list to vote have all been vetted as we believe they could make a valuable addition to our growing list of supported cryptocurrencies and tokens.

We understand that cryptocurrency enthusiasts are very passionate about new coins and tokens being made available on Bitpanda. However, we cannot discuss possible support for certain cryptocurrencies or tokens before they have been launched successfully or before we have publicly announced that we are planning to do so. Furthermore, we cannot comment on any rumours concerning such matters.

Once the decision to include a new coin or token has been made, our users and followers will be informed via our blog, through our newsletter and our social media channels.

Please understand that we cannot speak about possible new features or changes to the platform, before they have been launched successfully or we publicly announced that we are planning to do so. Furthermore, we cannot comment on any rumours concerning such matters.

But rest assured that with every new important features to the platform, our users will be informed via our blog, through our newsletter and our social media channels (Instagram, Discord, Reddit, Facebook, Twitter and Telegram).

Fork

In general, Bitpanda does not automatically support forks of any cryptographic blockchain-based digital information units and assesses each fork on a case by case basis. We only support forks if we've officially announced this beforehand.

You can find further information in our Bitpanda Fork Policy.

Staking

Learn more about our trade only mode and why transactions are not yet available for some cryptocurrencies. You can find more information on why a cryptocurrency transaction might be disabled, in this article.

Airdrop

For any airdrop from someone other than Bitpanda, Bitpanda does not automatically credit any Token or any other digital information unit to the respective Bitpanda Client Account. Bitpanda does not advise on such other airdrops or on ways to participate in airdrops.

You can find further information in our terms and conditions.

Giveaways or Promotions

They are similar to airdrops, but the criteria often do not require recipients to own established tokens or to be part of specific communities. Giveaways may require recipients to use specific wallets.

Learn more on how to spot online scams.

Rules and info about our Telegram group:

• Be nice to each other and talk about things related to Bitpanda
• Promoting other brokers, exchanges, ICOs, projects or ref links will result in a ban
• Posting fake prices / price charts will result in a ban
• Do not post personal information, documents and support tickets
• Bitpanda employees will never contact you via direct messages
• We are not giving away free coins
• For support questions, please read our Helpdesk: https://support.bitpanda.com/hc/en-us
• Please do not contact admins or other users via Private Chats. We will not answer questions this way. Use this group to ask questions and talk with other users.
• If you need personal support, please open a support ticket bellow

Please have a look at our Helpdesk. There you will find a number of articles providing answers to specific questions, also regarding your problem:

• Bitpanda Telegram group
• How to spot online scams
• What can I do if suspicious activities occur on my Bitpanda account?

There is a lot coming up on Bitpanda and Bitpanda Pro that we cannot talk about yet. However, if you happen to have a request to introduce a certain feature to our services, you can share it in your preferred way on all of our social media channels. Our team is always on these channels, so you can be sure that no input will be missed.

For example, you can submit your feature or product request in our official Bitpanda subreddit. It can also get up or downvoted there by the community to provide some initial feedback regarding its popularity. Our community managers are checking them regularly and will forward your feedback to the appropriate department.

Please understand that we cannot speak about possible new features or changes to the platform, before they have been launched successfully or we publicly announced that we are planning to do so. Furthermore, we cannot comment on any rumours concerning such matters. But rest assured that with every new important feature to the platform, our users will be informed via our blog, through our newsletter and our social media channels (Instagram, Discord, Reddit, Facebook, Twitter and Telegram).

If you believe that your personal data might be incomplete or incorrect and that this is blocking you from completing the verification process, please tell us in detail in the description below.

We are just as excited as you about the launch of Bitpanda Pro and the Bitpanda Ecosystem Token (BEST). But please understand that we cannot give more information than everything that is already publicly available in the following articles:

• What is the Bitpanda Pro?
• What is the Bitpanda Launchpad?
• What is the Bitpanda Ecosystem Token (BEST)?
• What is Pantos (PAN) and how does it differ from BEST?
• Everything you have to know about the two BEST airdrops

Keep in mind that we cannot speak about new features before they have been launched successfully or before we have publicly announced that we are planning to do so. Furthermore, we cannot comment on any rumours concerning such matters. If you want to be the first to learn about upcoming events, simply follow us on our social media channels:

• Twitter
• Reddit
• Telegram
• Facebook
• Instagram
• Discord

And as always stay away from scams and read our article on how to spot online scams.

Please have a look at our Helpdesk. There you will find a number of articles providing answers to specific questions, also regarding your problem:

• What is Bitpanda Savings?
• How do I create a savings plan?

Please have a look at our Helpdesk. There you will find a number of articles providing answers to specific questions, also regarding your problem:

• How can I delete my account?

Please see our terms and conditions (Section 6.2) in this regard.

Please understand that we cannot give you more information than everything that is already publicly available in the following articles:

• What is Bitpanda Pro?
• What is the Bitpanda Launchpad?
• What is the Bitpanda Ecosystem Token (BEST)?
• What is Pantos (PAN) and how does it differ from BEST?
• Everything you have to know about the two BEST airdrops

Since your security matters deeply to us, please make sure to stay away from scams and also read our article on how to spot online scams.

Regarding the BEST airdrop. Yes there will be an airdrop and every verified Bitpanda user will be able to receive it. Furthermore, users who hold Pantos (PAN) on Bitpanda will be able to receive an extra amount of BEST. To be the first to hear about details on the airdrop, kee​p an eye on our BEST page and our social media channels mentioned below.

If you want to be the first to learn about upcoming events, simply follow us on our social media channels:

• Twitter
• Reddit
• Facebook
• Instagram
• Medium

We only allow one account per person. Please refer to our terms and conditions (keyword Bitpanda Client account/Double-accounts) to learn more about our double account policy.

If you have already created a second account, we will need the following information from you to help you to use Bitpanda as usual again:

1. An explanation for why you have multiple accounts
2. The email addresses of all your existing Bitpanda accounts
3. Which email address and phone number you want to use for your Bitpanda account in the future

Once you have provided us all the information mentioned in the points above, we can activate your preferred account. Please note that once we have activated your preferred account, we will deactivate all your other accounts.

You do not need to create an additional account for Bitpanda Pro.

You can use Bitpanda, the Bitpanda App, Bitpanda Pro and all other Bitpanda services with a single Bitpanda account.

You do not need to create an additional account for Bitpanda Pro.

You can use Bitpanda, the Bitpanda App, Bitpanda Pro, and all other Bitpanda services with a single Bitpanda account.

Please have a look at our Helpdesk. There you will find a number of articles providing answers to specific questions, also regarding your problem:

• Do I need a second Bitpanda account to use the Bitpanda Pro?
• What is Bitpanda Pro?
• What is the difference between Bitpanda and Bitpanda Pro?
• I'm new to Bitpanda Pro. Where should I start?
• What is the Bitpanda Launchpad?
• The Bitpanda Ecosystem Token (BEST)

Please have a look at our Helpdesk. There you will find a number of articles providing answers to specific questions, also regarding your problem:

• Funding your Bitpanda Pro wallet with fiat money
• Withdrawing fiat money from your Bitpanda Pro wallet
• Transferring cryptocurrencies and digital assets to your Bitpanda Pro wallet
• Withdrawing cryptocurrencies and digital assets from your Bitpanda Pro account
• What are the limits and which payment options are available on Bitpanda Pro?

Please have a look at our Helpdesk. There you will find a number of articles providing answers to specific questions, also regarding your problem:

• How do I use the Exchange view (Order types, Chart and Markets) on Bitpanda Pro?
• Which trading pairs (Markets) are available on Bitpanda Pro?
• What fees can I expect to pay for trading and how is the price determined on Bitpanda Pro?
• Where can I find the Order ID, Trade ID, Blockchain ID and PID and an overview of my account balances, transactions, order history and trade history on Bitpanda Pro?

Please have a look at our Helpdesk. There you will find a number of articles providing answers to specific questions, also regarding your problem:

• Where can I find documentation and troubleshooting for the Bitpanda Pro API?

Note: Please note if you select this category your request might take additional processing time. We strongly recommend checking if there is a category that fits your request.

Transactions from your EUR wallet to an EU or EEA member state bank account (via SEPA) take up to 3 business days.

Note: Please keep in mind that Saturdays, Sundays and public holidays do not count as working days for banks. Furthermore, Austrian public holidays may differ from holidays in other countries. Additionally, not all banks process transfers around the clock, therefore transfer delays may occur depending on the bank in question.

Please have a look at our Helpdesk. There you will find a number of articles providing answers to specific questions, also regarding your problem:

• What is Bitpanda Pay and how does it work?
• Frequently asked questions about Bitpanda Pay
• I didn't receive the SMS-TAN

Transactions from your EUR wallet to an EU or EEA member state bank account (via SEPA) take up to 3 business days.

Note: Please keep in mind that Saturdays, Sundays and public holidays do not count as working days for banks. Furthermore, Austrian public holidays may differ from holidays in other countries. Additionally, not all banks process transfers around the clock, therefore transfer delays may occur depending on the bank in question.

Please have a look at our Helpdesk. There you will find a number of articles providing answers to specific questions, also regarding your problem:

• What is Bitpanda Pay and how does it work?
• Frequently asked questions about Bitpanda Pay
• I didn't receive the SMS-TAN

Note: Make sure you are using the same phone number you currently have associated with your Bitpanda account. It won’t work if you’re using a different phone number than the one you’ve registered on Bitpanda.

Tip: Before contacting us, please perform a quick web search to check whether your service provider is currently experiencing technical issues.

Please have a look at our Helpdesk. There you will find a number of articles providing answers to specific questions, also regarding your problem:

• What is Bitpanda Pay and how does it work?
• Frequently asked questions about Bitpanda Pay
• I didn't receive the SMS-TAN

If the process does not work as intended due to technical issues, please check our status page to see if Bitpanda Pay is “Operational”. To be notified about updates, click on Subscribe to updates on our status page and select the relevant topics you would like to be notified about.

If it is operational but you still experience issues, please wait a few minutes, then do a hard refresh (Ctrl + F5) and try it again. Should the problem persist, please contact use and describe your issue as detailed as possible. Also attach screenshots to illustrate your problem.

Please have a look at our Helpdesk. There you will find a number of articles providing answers to specific questions, also regarding your problem:

• What is Bitpanda Pay and how does it work?
• Frequently asked questions about Bitpanda Pay
• I didn't receive the SMS-TAN

We would like to point out that these guidelines and the handling of complaints as described here only applies to the business model and services of Payments, i.e. transfers made between users and to third parties.

These guidelines explicitly do not apply to the services provided by Bitpanda GmbH, i.e. regarding services related to the purchase and sale of cryptocurrencies, including associated deposits and withdrawals. For these kind of questions and potential problems, please see this article to learn more about what you can do.

Please have a look at our Helpdesk. There you will find a number of articles providing answers to specific questions, also regarding your problem:

• What is Bitpanda Pay and how does it work?
• Frequently asked questions about Bitpanda Pay
• I didn't receive the SMS-TAN

A proof of funds (POF) is a document or a collection of documents showing the origin of financial resources which you have used for fiat deposits (i.e. deposits made in EUR, CHF, GBP, USD and TRY).

The proof of funds also includes information concerning the origin of your cryptoassets which have been used for fiat withdrawals (i.e. withdrawals in EUR, CHF, GBP, USD and TRY).

Note: Please note that the submitted documents must not only display your most recent deposit (or withdrawal), but also the sum of your previous transactions, i.e. all previous transactions up to the stated amount.

Simply stating the source of the funds is not sufficient. Please send the required documents as a JPG/JPEG, PNG or PDF. Unfortunately, attachments in other formats cannot be processed.

You can find examples of accepted proofs in our helpdesk article.

Please use this form for requests regarding your ex-post cost transparency report.

We are happy to currently count users from over 56 different countries on our platform. As taxation regulations are very specific to each country, it is, unfortunately, impossible for us to know them all. Therefore, we can not answer questions regarding tax issues. We invite you to contact a financial advisor for any questions on this topic.

You may also want to have a look at our Helpdesk article on how to download the history of your Bitpanda account. You can export your history as a CSV or PDF file and it will include all activities and details of your account regarding purchases, sales and transactions of both crypto and fiat currencies. You can also check out the History section on Bitpanda, and the Partner section on Bitpanda Pro to find out more about third-party tax reporting solutions.

We are sorry that we cannot help you any further in this regard.

Note: Keep in mind that revoking a Direct Debit mandate will automatically cancel all connected Savings plans. Pending transactions will still be executed, even if you cancel your Savings plan or revoke your direct debit mandate.

If you have already attempted to verify your account, or your verification attempt failed and you need to change your personal information, then please fill out the form below with the relevant information and the reason for the change.

Please also send us the respective documents (e.g. marriage certificate, if applicable).

Note: If you haven't verified or started verification yet, you can always change your data yourself under the menu button Verify now.

We can accept the following documents (amongst others) to prove the origin of funds:

• Wage, salary or pension statements (no older than six months) as well as an up-to-date tax return. Any and all IBANs, company names and the name you have registered on Bitpanda must be clearly visible on all the provided documents. We also need a bank statement showing that the payment was received 
• Proof of the sale of real estate or other property. Including notarised contracts, bank statements (with the account balance and receipt of payment clearly visible) and a transfer receipt displaying the sender and recipient IBANs, names and the date of the transfer
• Proof of income from investments (e.g. artwork, collector’s items), such as contracts and payment receipts which contain information on the buyer and seller
• Loan contracts in combination with bank statements showing the transaction
• Proof of income from capital assets or company investments (e.g. bank statement, distribution agreements, dividend resolutions and current account balance)
• Proof of the sale of shares in a company
• Proof of income from renting and leasing (e.g. rental agreement at the time of the agreement being signed and proof of the last rental payment)
• Notarial proof, which has been verified by a state-approved notary, of an inheritance or gift

Note: We would need one of the documents mentioned above and additional bank statements showing all fiat transactions with all corresponding IBANs. Please note that the requirement for Bitpanda to request proof of funds is triggered by cumulative trading volume and not individual transactions. For this reason, please provide proof of funds for the highest possible amount.

We need a detailed description of the origin of all of the coins on your account via our contact form, as well as for at least one of the following documents to be attached:

• Cryptocurrencies purchased on other brokers and other exchanges
• Screenshots of purchase and withdrawal confirmation displaying your account ID and all transaction details
• Confirmation emails which provide proof of purchase or withdrawal
• Receipts which provide proof of purchase (e.g. using an OTC)
• Trading profits which have been made on other brokers or exchanges
• Screenshots of the transaction history displaying profits
• Transaction history displaying withdrawals to Bitpanda
• Screenshots of the exchange account displaying your account details
• Name of the exchange
• Income from services (e.g. affiliate income or other services)
• Detailed description of the service
• Receipts for services which have been paid for in cryptocurrencies
• Names, addresses, contact details and information about the companies involved, as well as their legal form and VAT ID number
• Cryptocurrency addresses of the sender and the recipient
• Transaction IDs (hash)
• The amount sent, displayed in both cryptocurrency and fiat
• Date of the transaction
• Bank statements displaying both receipts and transactions
• A screenshot of your account displaying that you are an affiliate
• Screenshots of your wallets, which show their current income
• Screenshots of your transaction history and withdrawal history
• Explanations of the origin of the cryptocurrencies used for the payment transactions
• Initial Coin Offering (ICO) and token sales
• If you purchased coins through a token sale, please submit a copy of the contract confirming payment made in cryptocurrency
• In the case of an ICO, the full name of the ICO and the associated project’s website must be visible. We also need to know the exact amount invested in the cryptocurrency and the equivalent value in fiat at the time of the investment
• In addition, we need the transaction history that documents the purchase and withdrawal of the token (wallet addresses and transaction ID) 
• Bank statement, if a fiat currency was used for investing
• Confirmation emails, which display the purchase
• Mining
• Receipts for the purchase of mining hardware, on which the address of the buyer (the name that you have registered on Bitpanda) and seller are displayed. The hardware must have been sent to the address you have registered on your Bitpanda account. If your address has changed in the meantime, please provide proof that you lived or worked at that address at the time of purchase
• Photos of mining hardware and screenshots of the platforms and programs used
• Operating cost statements (e.g. electricity bills) also issued in the name that you have registered on Bitpanda 
• Screenshots of mining revenues and rewards
• Screenshots displaying the transaction history from and to wallets, which display wallet addresses and transaction IDs (self-made “Excel lists” cannot be accepted)
• If coins from mining activities have also been traded, screenshots displaying the transaction history are needed, which clearly display receipt on the respective exchange and the name of the account holder. Furthermore, all trades must be clearly identifiable and must not be mixed with trades of other coins 
• Staking (Master nodes)
• Screenshots of the transaction history on which deposits, withdrawals and profits are visible
• Screenshots of the transaction history on which withdrawals to Bitpanda are visible
• Wallet addresses and transaction IDs
• Airdrops
• Screenshots of the transaction history, on which the deposits and withdrawals to Bitpanda are visible
• Wallet addresses and transaction IDs
• Coin or token swaps
• If the token name or the number of tokens has changed due to so-called coin swaps or token swaps or other technical changes (e.g. redenominations) to the blockchain or platform which has been used, please provide screenshots of the transaction history (wallet addresses and transaction IDs) 
• Lending and liquidity pools
• If a matter of lending income is involved, please prove this by means of screenshots of the transaction history (wallet addresses and transaction IDs). It must be clear where you have deposited the assets as collateral, in what amount and where the collateral that is being used has come from
  

• Funds obtained on Bitpanda
• If you purchased your assets on Bitpanda, we will need proof for the fiat funds you have deposited
• Additionally, if you moved your funds to different exchanges or wallets (i.e. your cold wallet), we will need withdrawal confirmations and transaction histories of the wallets or exchanges you used, proving that you have sent those same funds back to your Bitpanda wallet

Tip: Documents which you have already submitted as part of the business onboarding process can still be used as proof of funds as long as they are still up-to-date (e.g. for the same financial year), otherwise a current version must be submitted retrospectively.

Note: Please note that only proof for the business that you have registered on Bitpanda can be accepted. Providing proof which respectively identifies one of your second businesses cannot be accepted.

The following three points must be included with each submission:

• The latest financial report, having been certified by an auditor. For smaller companies (e.g. for limited liability companies), that do not need to have their financial report certified, it is sufficient to submit these without certification
• The most-recently available tax return and, where possible, the previous one
• Bank statement in full. Please note that a simple letter from the bank stating that there is a certain amount in the bank account is not sufficient in itself. A full bank statement on which all details are visible is required as proof

The following proof is also accepted:

• Sales contracts (for the sale of a property, sale of a business) signed by all authorised parties which are already included in the documents submitted for business registration on Bitpanda and which have been notarised by a state-approved notary - in combination with a bank transfer confirmation or a bank statement confirming the transaction and the amount of the transaction. This must be confirmed by the bank or a bank advisor.

In addition to the items mentioned for cryptocurrency fund proof for private persons, the following proof is also accepted for businesses:

• All items as described above for individuals
• Receipts for services paid for with cryptocurrencies. The following details must be displayed on them:
• Transaction IDs (hash)
• Cryptocurrency addresses of the sender and recipient
• Company name of the sender and recipient. Alternatively, the VAT ID number of both companies will also be sufficient
• Description of the service
• The amount sent, displayed in both cryptocurrency and fiat
• Date of the transaction

For coins generated through mining, the following proof can be accepted:

• Receipts for the purchase of mining hardware, displaying the address of the buyer (the business you have registered on Bitpanda) and the seller. The hardware must be sent to the address of the business which you have registered on Bitpanda and for which you are submitting proof. If this address has changed in the meantime, please prove that the company was registered at that address at the time
• Photos of mining hardware and screenshots of the platforms and programs used
• Operating cost statements (e.g. electricity bills)
• Screenshots of mining revenues and rewards
• Screenshots of the transaction process from and to private and business wallets (self-made “Excel lists” cannot be accepted) 
• If coins from mining activities have also been traded, it is necessary for you to provide screenshots of the transaction history which clearly display receipt on the respective exchange and the name of the account holder. Furthermore, all trades must be clearly identifiable and must not be mixed with trades of other coins

Note: This Bitpanda Card section does NOT concern issues with your fiat deposits to Bitpanda using a credit card. It is only meant for the Bitpanda Card product. If you have issues with a fiat deposit to your Bitpanda account, please follow this link.

Please have a look at our Helpdesk. There you will find a number of articles providing answers to specific questions, also regarding your problem:

• What is the Bitpanda Card and what are its benefits?
• Your Bitpanda Card dashboard

Card delivery usually takes around 5 to 10 business days (excluding weekends and public holidays). If your card hasn’t arrived after 10 business days, please give it another 2 business days.

Note: Due to the current COVID-19 situation, delivery services might experience significant delays of up to 1-2 months for the delivery of your card. Unfortunately, there is nothing we can do to speed up the delivery even if you contact us about it. There is also no tracking code that we could offer you at this point in time. Please give the delivery services enough time for the processing of your order in these challenging times.

If you suspect somebody is using their (or even your) Bitpanda account to launder funds, violate sanctions by performing illegal actions, finance terrorism or similar activities, please inform us immediately.

Such information is essential for us in order to take immediate action.

Please note that tax effects as part of the usage of the Bitpanda Card depend heavily on the individual tax situation of the respective customer and are very country specific. Therefore, please understand that Bitpanda cannot provide any tax support and we recommend that you get in touch with your tax advisor.

That said, you can check out your History section on Bitpanda for third-party tax reporting solutions. You may also find this external blog article helpful. Please keep in mind that we cannot guarantee the completeness and/or correctness of any third-party content.

Learn more on how to download your transaction and purchase history here.

Unless you have selected this category (Other) using a direct link from an email, please do not submit a ticket with this category.

For questions regarding activation, please refer to our Helpdesk article first, which will guide you through the activation process.

Note: If you try to activate your card and you enter the Security Code (CVV) incorrectly multiple times, then it will be blocked. To unblock the card please open a ticket with our support team.

Top reasons why card payments fail: 

• Insufficient funds on the wallet to cover the payment
• Daily limits were exceeded (ATM withdrawal limit of EUR 350, daily limit of EUR 10,000)
• Withdrawals are disabled (e.g. proof of funds is pending)
• Withdrawals (including the Bitpanda Card) have been blocked for 48h after resetting your password or 2FA
• The Bitpanda Card is blocked for payments at unattended self-service motor fuel dispensers
• Platform downtime (please check our status page to find out more). To be notified about updates, click on Subscribe to updates on our status page and select the relevant topics you would like to be notified about
• Other possible reasons why your payment could have failed can be found here

Note: Card orders are restricted to residents in the euro area.

If you have already ordered the card, but you would like to change the registered address, check the status of the order or reissue the card, please go to your Bitpanda App and check the Bitpanda Card section. You will be able to see all the information related to your order there.

Important: Please note that reissuing a card is only possible once 30 days have passed since your order.

Please understand that Bitpanda cannot provide any tax support and we recommend that you get in touch with your tax advisor. Please see the “Taxes” section in this Helpdesk article for details.

Note: This Bitpanda Card section does NOT concern issues with your fiat deposits to Bitpanda using a credit card. It is only meant for the Bitpanda Card product. If you have issues with a fiat deposit to your Bitpanda account, please follow this link.

With Bitpanda Metals we give you the ability to trade and swap gold, silver, palladium and platinum on Bitpanda just as easily as with cryptocurrencies and digital assets. Visit our Metals FAQ to find answers to all your questions.

Note: At the moment, it is not possible to trade precious metals on Bitpanda Pro. But, should this change in the future, we will announce it on our social media channels.

Please check if you received an email about blocked withdrawals and, if so, please use this link to contact us.

If you get an error message informing you that your wallet balance is too low to make a withdrawal, please check this article.

To see whether coins are in maintenance or trade only mode, you can take a look at our Status page. To be notified about updates, click on Subscribe to updates on our status page and select the relevant topics you would like to be notified about.

Ambassadors are passionate about Bitpanda and are actively involved in answering questions on our social media channels. They contribute with tutorials, blogs, videos and other content about Bitpanda and its products.

For further information on the Bitpanda Ambassador programme and its perks, please have a look at our Ambassador page.

Please have a look at this article for why your account might be inactive.