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Frequently Asked Questions
Frequently Asked Questions
Ready made answers to often made questions. Have some to suggest? Get in touch!
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A
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87 articles in this collection
Written by
Paul Yardley,
Alex Batlin,
Support Lead
and 2 others
Changes at Trustology
Bitpanda Acquires Institutional Crypto and DeFi Custodian Trustology - Safer, Faster and Easier Together
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Written by
Paul Yardley
Updated over a week ago
Do you have a test environment?
testing sandbox environment
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Written by
Paul Yardley
Updated over a week ago
Can I hold an ENS address in TrustVault?
ens domain
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Written by
Paul Yardley
Updated over a week ago
How do I buy crypto via TrustVault web with Altalix?
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Written by
Paul Yardley
Updated over a week ago
Are my assets insured?
Written by
Support Lead
Updated over a week ago
What compliance information can be included in transaction webhooks?
Written by
Support Lead
Updated over a week ago
How do you turn on push notifications for TrustVault?
Receive notifications from your TrustVault app
Written by
Helpdesk
Updated over a week ago
How is my billing calculated?
How does Bitpanda Custody work out how much to charge?
Written by
Support Lead
Updated over a week ago
What happens to my crypto assets if I die?
Crypto assets passing to next of kin in the event of death
Written by
Support Lead
Updated over a week ago
What is onboarding or KYC?
In order to open an account with us we need to know who you are...
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Written by
Admin Trustology
Updated over a week ago
Can I get a refund?
Due to the irreversible nature of cryptocurrency transactions, we do not offer refunds on transactions that you perform.
Written by
Support Lead
Updated over a week ago
I get an error on my token balance
ERC20 balance issue
Written by
Support Lead
Updated over a week ago
What verification tests do you perform?
KYC Checks
Written by
Support Lead
Updated over a week ago
How do I use this new design?
New UI, why can I see all these tokens?
Written by
Support Lead
Updated over a week ago
Why these tokens?
Written by
Support Lead
Updated over a week ago
Its all gone Blue?
My Ethereum tabs have changed colour
Written by
Support Lead
Updated over a week ago
What should I do if my mobile phone is lost or stolen?
Written by
Support Lead
Updated over a week ago
Where are my private keys stored?
Bitpanda Custody has a unique solution for managing your private keys.
Written by
Support Lead
Updated over a week ago
Is TrustVault Segwit compatible?
Written by
Support Lead
Updated over a week ago
Technical Questions
How do I enable the camera on my smartphone?
Written by
Support Lead
Updated over a week ago
How do I enable a Passcode on my smartphone?
Written by
Support Lead
Updated over a week ago
Why do I need to use Touch ID or Face ID?
Written by
Support Lead
Updated over a week ago
What is a QR code and what is it for?
Written by
Support Lead
Updated over a week ago
Can I use TrustVault on my laptop or tablet?
Written by
Support Lead
Updated over a week ago
Which phones are supported?
Written by
Support Lead
Updated over a week ago
I get the message "Insufficient Balance" when trying to submit a Bitcoin transaction even though I do have enough balance.
Written by
Support Lead
Updated over a week ago
How quickly can I send and receive money?
Written by
Support Lead
Updated over a week ago
Using TrustVault
Whats new in TrustVault 1.30.0?
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Written by
Paul Yardley
Updated over a week ago
I see "New device authorisation in progress" message on my phone
App message, new device, authorisation
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Written by
Paul Yardley
Updated over a week ago
Can I use the app on a Jailbroken iPhone?
Written by
Support Lead
Updated over a week ago
What happens if I get locked out of my account?
Written by
Support Lead
Updated over a week ago
How to change your PIN
Written by
Support Lead
Updated over a week ago
Can I change my registered email address?
Written by
Support Lead
Updated over a week ago
Can I have more than one user profile?
Written by
Support Lead
Updated over a week ago
Will my phone alert me when I receive a new payment?
Written by
Support Lead
Updated over a week ago
What is an unconfirmed transaction?
Written by
Support Lead
Updated over a week ago
Can someone else send a transaction for me?
Written by
Support Lead
Updated over a week ago
Can I recover a deleted account?
Written by
Support Lead
Updated over a week ago
How do I move funds between my accounts?
Written by
Support Lead
Updated over a week ago
Can I send funds to non-TrustVault account holders?
Written by
Support Lead
Updated over a week ago
How do I set up a new account?
Written by
Support Lead
Updated over a week ago
What is a TrustVault Account and how does it work?
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Written by
Alex Batlin
Updated over a week ago
Crypto Basics
What is a blockchain address?
Written by
Support Lead
Updated over a week ago
What information is needed to transfer crypto assets?
Written by
Support Lead
Updated over a week ago
What’s the difference between a private key and a password
Written by
Support Lead
Updated over a week ago
How do you create an address from a public key?
Written by
Support Lead
Updated over a week ago
What is a public key?
Written by
Support Lead
Updated over a week ago
What are Transaction Fees?
Transaction Fees
Written by
Support Lead
Updated over a week ago
How do you create a public key from a private key?
Written by
Support Lead
Updated over a week ago
What is a private key?
Written by
Support Lead
Updated over a week ago
Where can you store private keys?
Written by
Support Lead
Updated over a week ago
How can someone steal crypto assets?
Written by
Support Lead
Updated over a week ago
How can you create a transfer transaction?
Written by
Support Lead
Updated over a week ago
What do you need to do to a transaction before you submit it?
Written by
Support Lead
Updated over a week ago
What is a hash?
Written by
Support Lead
Updated over a week ago
How does signing work?
Written by
Support Lead
Updated over a week ago
Compare encryption with signing?
Written by
Support Lead
Updated over a week ago
What must you have access to in order to submit a transaction?
Written by
Support Lead
Updated over a week ago
Can everyone see your transaction?
Written by
Support Lead
Updated over a week ago
What is gas?
Written by
Support Lead
Updated over a week ago
Who earns gas fees?
Written by
Support Lead
Updated over a week ago
Who confirms your transaction?
Written by
Support Lead
Updated over a week ago
How long does it take to confirm a transaction?
Written by
Support Lead
Updated over a week ago
Can a transaction be reversed?
Written by
Support Lead
Updated over a week ago
When is it safe to assume that the transaction has settled?
Written by
Support Lead
Updated over a week ago
Compare hot with cold wallets?
Written by
Support Lead
Updated over a week ago
Compare custodial with non-custodial wallets?
Written by
Support Lead
Updated over a week ago
Why would someone need a custodial wallet?
Written by
Support Lead
Updated over a week ago
Why would someone self custody?
Written by
Support Lead
Updated over a week ago
Compare software with hardware wallet?
Written by
Support Lead
Updated over a week ago
How does encryption work?
Written by
Support Lead
Updated over a week ago
Symmetric vs. asymmetric cryptography?
Written by
Support Lead
Updated over a week ago
What is a UTXO structure?
Written by
Support Lead
Updated over a week ago
Our Service
How do I cancel my Bitpanda Custody subscription?
Written by
Support Lead
Updated over a week ago
Can I change any of my profile details?
Written by
Support Lead
Updated over a week ago
How do I contact you when I have a problem?
contact our Helpdesk and we will get back to you as soon as possible within UK business hours.
Written by
Support Lead
Updated over a week ago
What are your support hours?
Written by
Support Lead
Updated over a week ago
Legal
If your KYB documentation is not in English
Non English KYB documentation
Written by
Support Lead
Updated over a week ago
What documents should I submit to verify my business account?
KYB information
Written by
Support Lead
Updated over a week ago
Are crypto assets regulated?
Where might different types of crypto assets fall in the regulatory parameter?
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Written by
Alex Batlin
Updated over a week ago
Can users query blockchain nodes for transactions?
Written by
Support Lead
Updated over a week ago
How can you submit a transactions to the blockchain?
Written by
Support Lead
Updated over a week ago
Supported Regions
Written by
Support Lead
Updated over a week ago
Do you offer insurance?
We don't offer insurance for our Free Tier accounts.
Written by
Support Lead
Updated over a week ago
How are individuals who have crypto assets taxed in the UK?
Written by
Support Lead
Updated over a week ago
How is my data stored?
We are GDPR compliant and make keeping your data safe a top priority.
Written by
Support Lead
Updated over a week ago
Security
SECURITY ALERT: Unidentified contracts sending zero balance (USDT / USDC) from my wallet
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Written by
Paul Yardley
Updated over a week ago