What information should I include in a support request?

When contacting Bitpanda Enterprise Custody Support, include enough information for the request to be reviewed efficiently.

The information needed depends on the type of request, but it is helpful to include the relevant organisation, user, wallet, asset, transaction, or device details where applicable.

Do not include passwords, PINs, private keys, seed phrases, API keys, API secrets, or other sensitive authentication information in a support request.

General information to include

For most support requests, include:

• Your organisation name
• Your name and work email address
• A clear description of the issue or request
• The date and time the issue occurred
• Any steps already taken
• Screenshots, if helpful

For transaction-related requests

If your request relates to a transaction, include:

• The asset
• The network
• The wallet or address involved
• The transaction hash or transaction ID, if available
• The amount, if relevant
• The approximate date and time of the transaction
• The current transaction status, if shown in BE Custody
• A short description of what happened

Blockchain transactions are generally irreversible once confirmed. Always check the asset, network, amount, and destination address before submitting or approving a transaction.

For account access requests

If your request relates to account access, include:

• Your organisation name
• Your name and work email address
• A short description of the access issue
• The date and time the issue started
• Any error message shown
• Whether the issue affects BE Custody Web, the Bitpanda Custody iOS app, or both

Do not create a duplicate account to resolve an access issue.

For iOS app or device-related requests

If your request relates to the Bitpanda Custody iOS app or your device, include:

• Your organisation name
• Your name and work email address
• The device model, if relevant
• The iOS version, if relevant
• The app version, if available
• A description of the issue
• Any error message shown
• Whether the issue started after a device, iOS, or app update

Do not share your device passcode, PIN, Face ID, Touch ID, or other authentication information.

For API or webhook requests

If your request relates to APIs or webhooks, include:

• The relevant environment, if applicable
• The affected endpoint or webhook
• The approximate date and time of the issue
• The error message or response code, if available
• A short description of the expected and actual behaviour

Do not include API keys, API secrets, access tokens, private keys, or other sensitive credentials.

For urgent issues

If the request is urgent, explain the impact clearly.

Include whether the issue affects:

• User access
• Transaction creation
• Transaction approval
• Transaction processing
• Security
• Reporting
• Operational continuity

Follow your organisation’s approved urgent support or escalation process.