If you see an insufficient balance error in BE Custody, first check whether the wallet has enough available balance for the transaction amount and any required network fee.
An insufficient balance error may occur even where a wallet appears to hold assets, because the available balance, selected asset, selected network, fees, pending activity, or wallet structure may affect whether a transaction can be submitted.
What should I check first?
Before raising a support request, check:
- The correct wallet or sub-wallet is selected
- The asset is correct
- The network is correct
- The transaction amount is correct
- The available balance is sufficient
- Any required network fee is accounted for
- There are no pending transactions affecting the available balance
- The address or transaction type is supported
- The transaction matches your organisation’s internal process
Do not submit or approve a transaction if the balance, fee, asset, or network looks wrong.
Available balance and total balance
The available balance may differ from the total balance shown.
This can happen where assets are reserved, pending, subject to transaction activity, or otherwise not available for the specific transaction being created. For some networks, transaction fees may also need to be available in the correct asset or wallet context.
Network fees
Network fees are charged by the relevant blockchain network and may vary depending on network conditions, asset, transaction type, and blockchain-specific fee mechanics.
If the wallet does not have enough available balance to cover both the transaction amount and the required network fee, the transaction may not be created or submitted.
Asset and network checks
Some assets or tokens may exist on more than one network.
Check that the selected asset and network are both correct and supported. Support for an asset on one network does not automatically mean that all network versions are supported.
For token transfers, also check whether the required network fee asset is available where applicable.
Pending transactions
Pending transactions may affect the balance available for new activity.
If there are pending withdrawals, approvals, or network submissions, wait for the relevant workflow to complete or follow your organisation’s internal process before creating another transaction.
What if the balance still looks wrong?
If the balance still appears incorrect after checking the wallet, asset, network, fees, and pending activity, follow your organisation’s escalation process.
If support is required, contact Bitpanda Enterprise Custody Support through the approved support channel.
What information should I include in a support request?
When raising a support request, include:
- Your organisation name
- Your name and work email address
- The relevant wallet or sub-wallet
- The asset and network
- The transaction amount
- The estimated fee, where available
- The balance shown in BE Custody
- The transaction status, if relevant
- The exact error message shown
- The approximate date and time
- 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.