If MetaMask, the BE Custody MetaMask Snap, and BE Custody show different or inconsistent transaction details, do not continue until the request has been reviewed.
Differences in displayed information may occur because MetaMask, the connected dApp, the Snap, and BE Custody may present transaction data in different ways. However, any inconsistency involving the wallet, network, asset, contract, amount, recipient, or requested action should be treated as a control issue until it has been verified.
What details should I compare?
Before proceeding, compare the transaction details shown across the relevant interfaces.
Where available, check:
- The connected wallet or sub-wallet
- The selected network
- The dApp or site being used
- The asset or token
- The token contract, where applicable
- The recipient or contract address
- The transaction type
- The requested amount
- Any token approval or allowance
- The fee or gas estimate
- Any BE Custody approval request details
Do not approve the transaction if any important detail is unclear, unexpected, or inconsistent.
Why might details look different?
Transaction details may appear differently depending on how each interface displays blockchain data.
For example:
- A dApp may describe the intended action in user-friendly terms
- MetaMask may show network, contract, or gas information
- The Snap may show BE Custody-related wallet or signing details
- BE Custody may show the approval request according to the configured custody workflow
- Smart contract interactions may not always display in the same format across interfaces
Different presentation does not automatically mean the transaction is unsafe, but users should verify that the underlying action matches the intended instruction.
What differences should be treated as high risk?
Stop and escalate if you see unexpected differences involving:
- The network
- The wallet or sub-wallet
- The destination address
- The contract address
- The asset or token
- The token contract
- The amount
- The token allowance or approval amount
- The type of contract interaction
- The dApp or site domain
- The requested approval workflow
Do not rely on a familiar dApp name or saved wallet label alone.
What should initiators do?
If you initiated the transaction and the details do not match what you expected:
- Do not continue with the transaction
- Disconnect from the dApp if required by your organisation’s process
- Record the relevant wallet, network, dApp, and transaction details
- Escalate internally for review
- Contact Bitpanda Enterprise Custody Support through the approved support channel if support is required
Do not attempt to “test” the transaction by continuing with approval.
What should approvers do?
If you are asked to approve a MetaMask-related request and the details appear inconsistent:
- Do not approve the request
- Ask for the request to be verified through your organisation’s approved process
- Check the internal instruction, ticket, or approval record
- Confirm the dApp, network, wallet, asset, contract, and amount
- Escalate to an administrator, security contact, or control function if needed
Each approver should perform their own review. Do not approve simply because another user has already approved the request.
What information should I include in a support request?
If support is required, include:
- Your organisation name
- The affected wallet or sub-wallet
- The network
- The dApp or site involved
- The asset or token
- The transaction type
- The approximate date and time
- Screenshots, if useful and appropriate
- A short description of the difference between MetaMask and BE Custody
Do not include passwords, PINs, private keys, seed phrases, API keys, API secrets, access tokens, or other sensitive authentication information in a support request.