Bitpanda Enterprise Custody Support is available during standard UK working hours: 09:00 to 17:00, Monday to Friday, excluding UK bank holidays.
Support hours, response times, and escalation arrangements may also depend 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, access tokens, or other sensitive authentication information in a support request.
What should I do for urgent issues?
For urgent issues during support hours, 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, API availability, or operational continuity.
Is out-of-hours customer support available?
Bitpanda Enterprise Custody does not provide general customer support outside standard UK working hours.
Out-of-hours activity is focused on monitoring and responding to critical incidents that may affect the availability or operation of the service, rather than handling general customer requests.
For example, a platform-level issue that prevents transaction creation for all affected users may be treated as a critical incident. Requests relating to policy changes, routine support questions, individual transaction investigations, reporting queries, or non-critical configuration changes are generally handled during standard support hours.
What should I do if I need help outside support hours?
If you identify a potentially critical issue outside support hours, follow your organisation’s approved urgent escalation process.
Include a clear description of the impact and whether the issue affects multiple users, transaction creation, transaction approval, transaction processing, API availability, security, or operational continuity.
Requests that are not critical incidents should be raised through the normal support process and will be reviewed during standard support hours.
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 through the approved support channel as soon as possible.