How can we help you today?

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

Bitpanda accepts identity documents from over 80 countries across Europe and beyond. Check the list to see if yours is supported.

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

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

Learn more about it here.

You can reset your 2FA on your Bitpanda account using your recovery code. Just follow these steps:

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

If your Bitpanda 2FA entry does not work, try synchronising the time in the app settings.

Your 2FA will be added to your app and will work as before. You can use your 2FA recovery code multiple times.

I don’t have my recovery code

If you don’t have access to your recovery code, no problem. Send us a photo of your identity document (identity card or passport) next to a handwritten note with the following information:

• "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 the legible handwritten note and an identity document. Make sure your date of birth and name are legible.

Please make sure that your ID document is entirely visible and the image is of good quality before sending it.

Please note that after a 2FA reset, withdrawals are restricted for 48 hours for safety reasons. If you reset your 2FA with the recovery code, this restriction won't apply.

If you've entered the wrong phone number during registration or switched to a new phone number, please follow these simple steps:

1. Check if the new phone number is from a country where our services are available. We currently accept phone numbers only from those countries.
2. Take a picture of the identity document (identity card or passport) next to a handwritten note with the following information:

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

Note: Please make sure that your ID document is entirely visible and the image is of good quality before sending it. Please note that we don't accept scans, driver's licenses and selfies.

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

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

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.

Please make sure that your ID document is entirely visible and the image is of good quality before sending it. Please note that we don't accept scans, driver's licenses and selfies.

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.

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

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?

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.

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.

For safety reasons, you might have to wait 1 to 2 business days before you can withdraw your assets after a recent fiat deposit. Bitpanda makes the deposits available to you instantly, but banks take some time to complete the transaction.

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

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

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 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.

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?

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

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.

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 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:

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

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?

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.

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.

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!

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

• They must be a new Bitpanda user, which means that users with already existing accounts don’t count
• They have to complete their sign-up using your referral link
• They have to verify their account
• They must have cookies enabled

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

For more information, please have a look at our Helpdesk article:

• Bitpanda Tell-a-Friend programme