When using BE Custody, asset, token, and network selection must be treated as separate checks.
An asset or token may be available on more than one blockchain network, but support for one version does not automatically mean support for all versions. Before sending or receiving assets, users should confirm that the specific asset, token contract, and network are supported for their organisation’s BE Custody configuration.
Asset
An asset is the digital asset being held, received, or transferred.
In BE Custody, an asset must be supported and enabled before it can be used in normal custody workflows. The availability of an asset may depend on the organisation’s setup, supported custody services, and applicable operational configuration.
Token
A token is an asset issued on an existing blockchain network, such as an ERC-20 token.
For tokenised assets, users should not rely on the token symbol alone. The relevant token contract, network, and custody support status should be checked before use.
This is especially important where:
- Multiple tokens use similar names or symbols
- A token exists on more than one network
- A wrapped or bridged version of an asset exists
- The same issuer has deployed different contracts
- A network supports the token standard but the specific token is not enabled in BE Custody
Network
A network is the blockchain infrastructure used to process the transfer.
The selected network must be supported for the specific asset or token being used. Support for an asset on one network does not necessarily mean that the same asset is supported on another network.
For example, an asset may exist on multiple networks, but only specific network versions may be supported in BE Custody.
Why this matters
Incorrect asset, token, or network selection can result in operational issues, including:
- Failed or delayed transfers
- Assets not appearing in the expected wallet
- Unsupported deposits
- Manual support investigation
- Possible loss of access to assets
- Reconciliation issues
- Approval of a transaction that does not match the intended instruction
Blockchain transactions are generally irreversible once confirmed. Users should check the asset, token, network, amount, and destination address before submitting or approving any transaction.
What should users check before sending or receiving assets?
Before sending or receiving assets, check:
- The asset is supported in BE Custody
- The network is supported for that asset
- The token contract is the expected one, where applicable
- The destination address is compatible with the selected network
- The wallet or address is intended for that asset and network
- The transaction aligns with the organisation’s internal process
- Any required approvals or records are in place
Token-specific checks
For token transfers, users should also check:
- The token symbol is not being confused with another asset
- The token contract is correct
- The network is the supported network for that token
- The token is enabled for the organisation’s BE Custody setup
- The receiving address is suitable for that token and network
What should I do if I am unsure?
If you are unsure whether an asset, token, or network is supported, do not submit or approve the transaction.
Check your organisation’s internal process or contact Bitpanda Enterprise Custody Support before continuing.
Do not include passwords, PINs, private keys, seed phrases, API keys, API secrets, or other sensitive authentication information in a support request.