If push notifications are not working for the Bitpanda Custody iOS app, first check whether the issue affects notifications only, or whether it also affects app access, transaction approvals, device authentication, or BE Custody Web.
Push notifications may be used to alert users to approval requests or other custody-related activity, 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
- Push notifications are enabled for the Bitpanda Custody iOS app
- Notifications are enabled in iOS settings
- Focus mode, Do Not Disturb, or notification summaries are not suppressing alerts
- The Bitpanda Custody iOS app is up to date
- Your iOS version is up to date, where possible
- Your device date and time settings are correct
- You are using the approved device associated with your user account
- The relevant approval request is still pending
The exact notification behaviour may depend on your device settings, iOS version, app version, and BE Custody configuration.
What if I can approve in the app but do not receive notifications?
If approval requests appear in the Bitpanda Custody iOS app but push notifications are not being shown, the issue may relate to device or iOS notification settings.
Check whether notifications are blocked, muted, grouped, delayed, or hidden on the device. You may also need to check whether your organisation has device management policies that affect notification behaviour.
Do not rely only on push notifications for operational monitoring if your organisation requires active review of pending approvals.
What if I cannot see the approval request in the app?
If you cannot see the approval request in the app, the issue may not be limited to push notifications.
Check whether:
- You are an authorised approver for the relevant wallet or workflow
- Your role and permissions are correct
- The request is still active
- Another approver has already completed or rejected it
- The request has not expired or been cancelled
- You are using the correct approved device
If the request is expected but not visible, follow your organisation’s internal escalation process.
What should I avoid?
Do not:
- Approve a transaction that you cannot verify
- Assume a missing notification means no approval is required
- Reset, uninstall, or re-enrol the app unless instructed
- Share device passcodes, PINs, passwords, or authentication information
- Use an unapproved device to attempt custody activity
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
- Whether notifications are enabled in iOS settings
- Whether the issue affects all notifications or a specific approval request
- Whether the approval request is visible in the app
- The approximate date and time the issue started
- Any recent device, iOS, app, or notification setting 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.