If a transaction appears to be stuck, first check where it is in the workflow.
A transaction may be pending in BE Custody because it is waiting for approval, quorum, signing, submission to the blockchain network, or network confirmation. The appropriate next step depends on the transaction status, asset, network, and your organisation’s BE Custody configuration.
What should I check first?
Before raising a support request, check:
- The transaction status shown in BE Custody
- Whether the transaction is waiting for approval
- Whether quorum approval has been completed
- Whether the transaction has been signed
- Whether the transaction has been submitted to the network
- Whether a transaction hash is available
- Whether the relevant blockchain network is congested
- Whether another pending transaction may be affecting the workflow
- Whether the transaction has expired, failed, or been rejected
Do not create a duplicate transaction unless your organisation’s process or Bitpanda Enterprise Custody Support confirms that it is appropriate.
If the transaction is waiting for approval
If the transaction is still waiting for approval, check whether:
- The required approvers have been notified
- The approvers have the correct roles and permissions
- The transaction is still active
- The quorum requirement has been met
- The approvers can access the Bitpanda Custody iOS app
- Push notifications or app access are working as expected
If approval cannot be completed, follow your organisation’s internal escalation process.
If the transaction has been submitted to the network
If the transaction has been submitted to the blockchain network, confirmation timing depends on the network and transaction conditions.
Network confirmation times may vary due to:
- Network congestion
- Fee levels
- Transaction complexity
- Blockchain-specific confirmation mechanics
- Pending nonce or UTXO dependencies
- Network-specific operational behaviour
Once a transaction has been submitted to the network, Bitpanda Enterprise Custody may not be able to reverse it.
If the transaction is an Ethereum transaction
Ethereum and EVM-compatible transactions may be affected by nonce ordering.
If an earlier transaction from the same account is pending, later transactions may not progress until the earlier nonce has been processed, replaced, cancelled, or otherwise resolved according to the supported workflow.
Do not attempt to resolve nonce issues using unapproved tools or external processes.
What should I avoid?
Do not:
- Create repeated duplicate transactions without review
- Approve replacement or cancellation transactions you do not understand
- Assume that a pending transaction has failed
- Attempt to bypass BE Custody workflows
- Use unapproved tools to alter transaction state
- Share private keys, seed phrases, API keys, secrets, PINs, passwords, or access tokens
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 shown in BE Custody
- The transaction hash, if available
- The transaction amount
- The destination address, if relevant
- The approximate date and time the transaction was created
- Any error message shown
- Whether any related transaction is also pending
- 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.