In the event that a Bitpanda Custody address receives an asset that is not supported by the platform, the following principles apply:
Detection vs. Support
Transactions on supported blockchains (e.g. Ethereum) are monitored by our infrastructure.
However, only assets that are explicitly supported and integrated into our asset catalogue are:
reflected in balances,
visible in the user interface and API,
and available for custody operations (e.g. transfers, trading).
Treatment of Unsupported Assets
Unsupported assets (e.g. non-listed tokens on a supported chain) are not automatically credited to the customer account.
They remain associated with the underlying blockchain address but are not accessible via standard custody workflows.
As a result, they are excluded from:
portfolio reporting,
spendable balance calculations,
and compliance processing flows.
Recovery
Recovery of unsupported assets is not guaranteed and is assessed on a best-effort basis only.
Any recovery attempt depends on:
technical compatibility with the underlying blockchain and wallet structure,
security and policy constraints within the custody system (e.g. HSM signing policies),
and operational risk considerations.
In some cases, recovery may not be possible.
Unsupported Networks
If assets are sent via an entirely unsupported blockchain/network, they are irrecoverable.
Preventative Controls
Bitpanda Custody operates with a whitelisted asset model, meaning only supported assets should be transferred to custody addresses.
Clients are advised to validate supported assets and networks prior to any transfer.
Summary
Unsupported assets are not processed within the custody system and may not be recoverable. Bitpanda Custody strongly recommends restricting transfers to supported assets and networks to avoid loss.