Bitpanda Enterprise Custody Support is available through the support arrangements agreed with your organisation.
Support hours and response times may vary depending on your organisation’s contract, support plan, and the type of request being raised.
How do I contact Support?
You should follow your organisation’s approved support process.
This may include contacting your organisation’s administrator first, or raising a request directly with Bitpanda Enterprise Custody Support through the approved support channel.
What information should I include?
When contacting Support, include enough information for the request to be reviewed efficiently.
Where relevant, include:
- Your organisation name
- Your name and work email address
- A clear description of the issue or request
- The relevant wallet, asset, transaction, or user details
- The transaction hash or transaction ID, if relevant
- The approximate date and time the issue occurred
- Screenshots, if helpful
- Any steps already taken
Do not include passwords, PINs, private keys, seed phrases, API keys, API secrets, or other sensitive authentication information in a support request.
What should I do for urgent issues?
For urgent issues, raise the request through your organisation’s approved urgent support or escalation process.
When reporting an urgent issue, provide a clear description of the impact, including whether it affects access, transaction approval, transaction processing, security, or operational continuity.
What should I do if I suspect unauthorised activity?
If you suspect unauthorised activity, do not approve any unexpected requests.
Contact your organisation’s administrator or security contact immediately and raise the issue with Bitpanda Enterprise Custody Support as soon as possible.