If you cannot approve a transaction in BE Custody, first check whether the issue relates to your permissions, the transaction status, the Bitpanda Custody iOS app, device authentication, or the approval workflow.
Do not attempt to bypass the approval process. If the transaction is urgent, follow your organisation’s internal escalation process.
What should I check first?
Before raising a support request, check:
- The transaction is still pending approval
- You are an authorised approver for the relevant wallet or workflow
- Your role and permissions are correct
- The required quorum has not already been reached
- The transaction has not expired, been cancelled, or been rejected
- The Bitpanda Custody iOS app is working
- Your approved device is online
- Face ID, Touch ID, or local authentication is working, where applicable
- Push notifications are enabled, if required for your workflow
The exact approval workflow depends on your organisation’s BE Custody configuration.
What if I cannot see the approval request?
If you cannot see the approval request, check whether:
- The request was assigned to you
- Your user role allows you to approve this type of transaction
- The request is still active
- Another approver has already completed or rejected it
- The request relates to a wallet or sub-wallet you can access
- You are checking the correct BE Custody account and approved device
If the request is expected but not visible, escalate internally or contact Bitpanda Enterprise Custody Support through the approved support channel.
What if the Bitpanda Custody iOS app is not working?
If the app is not working, check your internet connection, app version, iOS version, device security settings, and whether local authentication is working.
Do not uninstall, reset, or re-enrol the app unless instructed by your organisation’s process or Bitpanda Enterprise Custody Support.
What if the transaction details look wrong?
If the transaction details look incorrect, unexpected, or inconsistent, do not approve the transaction.
Check:
- The wallet or sub-wallet
- The asset
- The network
- The amount
- The destination address
- The fee
- The internal instruction, ticket, or approval record
- Whether the request is expected and authorised
If anything is unclear, follow your organisation’s escalation process before taking any action.
What if quorum cannot be reached?
If the required quorum cannot be reached, the transaction will not proceed.
Your organisation may need to review approver availability, user access, permissions, or approval workflow configuration. Any changes to roles, permissions, or quorum settings should follow the organisation’s governance process.
What information should I include in a support request?
If support is required, include:
- Your organisation name
- Your name and work email address
- The relevant wallet or sub-wallet
- The asset and network
- The transaction status
- The approximate date and time
- A clear description of the issue
- Whether the issue affects BE Custody Web, the Bitpanda Custody iOS app, or both
- Any error message shown
- Any steps already taken
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.