A transfer may be delayed if required Travel Rule information is missing, incomplete, inconsistent, or requires additional review.
Travel Rule checks are part of the compliance process for in-scope digital asset transfers. Depending on the transfer, BE Custody may require information about the originator, beneficiary, counterparty, wallet, address, or related transfer details before the workflow can continue.
Common reasons for delay
A transfer may be delayed if:
- Required Travel Rule fields have not been completed
- Originator or beneficiary information is incomplete
- Counterparty information is missing or unclear
- Wallet or address details require review
- The transfer information does not match internal records
- The transfer requires compliance review
- The transfer involves a counterparty or destination that needs additional checks
- The information provided cannot be validated
- The transfer is subject to internal approval or escalation
The exact reason for a delay depends on the transfer, workflow, jurisdictional requirements, and your organisation’s configuration.
Does a delay mean the transfer has failed?
Not necessarily.
A delay means the transfer may require additional information, review, or approval before it can progress. The transfer status shown in BE Custody should be reviewed together with your organisation’s internal process.
If a transfer is rejected or cancelled, users should follow the relevant internal process before creating a new instruction.
What should users check?
If a transfer is delayed, check:
- Whether all required Travel Rule fields have been completed
- Whether the originator and beneficiary details are accurate
- Whether the counterparty information is complete, where required
- Whether the wallet, address, asset, network, and amount match the instruction
- Whether the transfer requires internal compliance review
- Whether there is an internal ticket, record, or approval associated with the transfer
- Whether any further action is required in BE Custody
Do not submit placeholder or uncertain information unless this is explicitly allowed by your organisation’s compliance process.
Who should review a delayed transfer?
The appropriate reviewer depends on your organisation’s operating model.
A delayed transfer may need to be reviewed by operations, compliance, treasury, or another authorised team. Users should follow the internal process agreed by their organisation.
If support is needed, contact Bitpanda Enterprise Custody Support through the approved support channel.
Can Bitpanda Enterprise Custody bypass Travel Rule checks?
No. Required Travel Rule checks cannot be bypassed through the Help Centre or by submitting incomplete information.
Transfers that are in scope must follow the applicable workflow and compliance requirements. If information is missing or cannot be validated, additional review may be required before the transfer can continue.
What information should I provide when raising a support request?
When contacting Support about a delayed Travel Rule transfer, include:
- Your organisation name
- The relevant wallet or sub-wallet
- The asset and network
- The transfer amount
- The transfer status shown in BE Custody
- The approximate date and time
- Any relevant transaction or transfer reference
- A short description of the issue
- 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.