If the Bitpanda Custody iOS app is not working as expected, first check whether the issue affects only the app or whether it also affects BE Custody Web, transaction approvals, notifications, or device authentication.
The Bitpanda Custody iOS app may be required for certain authentication, review, approval, or signing workflows depending on your organisation’s BE Custody configuration.
What should I check first?
Before raising a support request, check:
- Your device has an active internet connection
- Your iOS version is up to date, where possible
- The Bitpanda Custody iOS app is up to date
- Your device date and time settings are correct
- You are using an approved device
- You have not changed device security settings recently
- Face ID, Touch ID, or local authentication is working, where applicable
- Push notifications are enabled, if required for your workflow
Do not uninstall or reset the app unless your organisation’s process or Bitpanda Enterprise Custody Support instructs you to do so.
What if I cannot receive approval requests?
If approval requests are not appearing in the app, check:
- Push notifications are enabled for the Bitpanda Custody iOS app
- Your device is online
- You are signed in where required
- The request is still pending
- Your user role and permissions are correct
- Another approver has not already completed or rejected the request
- The request has not expired or been cancelled
If the issue continues, follow your organisation’s internal escalation process.
What if Face ID or Touch ID is not working?
If Face ID or Touch ID is not working, check whether biometric authentication is working elsewhere on the device.
If biometric settings have changed, your organisation may require additional verification before custody workflows can continue.
Do not share your device passcode, PIN, Face ID, Touch ID, or other authentication information with anyone.
What if the device was lost, stolen, or replaced?
If the approved device has been lost, stolen, replaced, wiped, or transferred to another user, follow your organisation’s internal security process immediately.
Do not attempt to approve custody activity from a device that is not authorised for your user account.
What information should I include in a support request?
If support is required, include:
- Your organisation name
- Your name and work email address
- The affected device model
- The iOS version, if known
- The Bitpanda Custody iOS app version, if known
- A clear description of the issue
- Any error message shown
- Whether the issue affects approvals, notifications, login, or app access
- The approximate date and time the issue started
- Any recent device, iOS, or app changes
Do not include passwords, PINs, private keys, seed phrases, API keys, API secrets, access tokens, device passcodes, or other sensitive authentication information in a support request.