For questions about Bitpanda Enterprise Custody fees, invoices, commercial terms, or billing arrangements, follow your organisation’s approved commercial or support process.
Billing arrangements may vary depending on your organisation’s agreement, enabled services, custody model, and support arrangements.
What types of billing questions might need review?
You may need billing support for questions about:
- Invoices
- Contracted fees
- Service fees
- Usage-related charges
- Billing periods
- Commercial terms
- Billing contacts
- Network fees shown during transaction workflows
- Refund or credit queries
The appropriate contact may depend on whether the question relates to commercial fees, network fees, or a transaction-specific issue.
Who should raise a billing question?
Billing questions should be raised by an authorised contact within your organisation.
Depending on your organisation’s internal process, this may be someone from:
- Finance
- Operations
- Treasury
- Procurement
- Legal
- Commercial management
- An authorised administrator or account contact
If you are unsure whether you are authorised to raise a billing question, check internally before contacting Bitpanda Enterprise Custody Support.
What information should I include?
When raising a billing question, include relevant non-sensitive information such as:
- Your organisation name
- Your name and work email address
- The invoice number, where applicable
- The billing period, where applicable
- A clear description of the question
- The relevant service, wallet, transaction, or fee type, where applicable
- Any internal reference or purchase order number, where applicable
Do not include passwords, PINs, private keys, seed phrases, API keys, API secrets, access tokens, or other sensitive authentication information.
What if my question relates to network fees?
Network fees are charged by the relevant blockchain network and are generally outside Bitpanda Enterprise Custody’s control.
If your question relates to a network fee shown during a transaction workflow, include the relevant wallet, asset, network, transaction type, date, time, and estimated fee where available.
Do not approve a transaction if the fee looks unexpected or you are unsure whether it is correct.
What if I want to request a refund or credit?
Refund or credit requests should follow your organisation’s approved commercial or support process.
Whether a fee is refundable depends on the type of fee, the relevant network behaviour, the applicable commercial agreement, and the circumstances of the request.
Network fees charged by a blockchain network are generally not reversible by Bitpanda Enterprise Custody.