If you see a “Signature generated was not valid” error on your iOS device, do not retry the approval repeatedly without review.
This error may indicate that the signature generated by the Bitpanda Custody iOS app could not be validated for the request being approved. The issue may relate to the device, app state, transaction request, signing flow, or configuration.
What should I do first?
If this error appears:
- Stop and review the approval request
- Do not continue approving if the request looks unexpected
- Check whether the transaction or approval request is still pending
- Check whether other approvers are seeing the same issue
- Follow your organisation’s internal escalation process
- Contact Bitpanda Enterprise Custody Support through the approved support channel if support is required
Do not attempt to bypass the normal approval workflow.
What should I check?
Before raising a support request, check:
- The Bitpanda Custody iOS app is up to date
- The iOS version is up to date, where possible
- The device has an active internet connection
- The device date and time settings are correct
- The approval request is still active
- The request has not expired, been cancelled, or already completed
- You are using the approved device associated with your user account
- Face ID, Touch ID, or local authentication is working, where applicable
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 transaction fee
- The internal instruction, ticket, or approval record
- Whether the request is expected and authorised
If anything is unclear, escalate internally before taking further action.
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
- The relevant wallet or sub-wallet
- The asset and network
- The transaction or approval status
- The approximate date and time the error appeared
- The exact error message shown
- Whether the issue occurred once or repeatedly
- Whether other approvers are affected
- Any recent device, iOS, app, or account changes
Do not include passwords, PINs, private keys, seed phrases, API keys, API secrets, access tokens, device passcodes, biometric data, or other sensitive authentication information in a support request.
What should I avoid?
Do not:
- Repeatedly retry approvals without review
- Approve a transaction you cannot verify
- Use another person’s device or account
- Attempt to bypass quorum or approval workflows
- Reset or reinstall the app unless instructed
- Share authentication information or secrets