Frequently Asked Questions

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

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

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

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

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

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?

A

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 ALERT: Unidentified contracts sending zero balance (USDT / USDC) from my wallet

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Written by Paul Yardley
Updated over a week ago