Hey bunqers 🌈,
Your money and your account's security are a top priority for us. In a world where fraudsters are getting smarter, staying one step ahead is key. We’re here to help you spot scams, protect your account, and keep your money where it belongs — safely, with you.
One of the new tactics by fraudsters which we’ve been noticing is the Bitvavo Security Desk Scam. Here’s a breakdown of what’s happening and how you can shut the fraudsters down before they even get started.
Please keep in mind that bunq will never:
Call you and ask for your passwords, PINs, or any other security codes.
Ask you to approve payments to secure your account.
Threaten you with losing your money if you don't act immediately.
Transfer you between departments during a security call.
New Scam Tactic: Bitvavo Security Desk Calls
We've been seeing the following take place. Fraudsters have been contacting bunq account holders with an urgent SMS message, which looks like it's from Bitvavo – a crypto exchange platform. The message may warn users of suspicious activity and tell you to call a specific number immediately in order to secure your account. If you call, the person on the other end sounds professional, speaks fluent Dutch, and says they're from Bitvavo’s Security Desk. They create a sense of panic, claiming that the user’s Bitvavo and bunq accounts are hacked.
They may usher users to approve payments to "fix" the problem, calling them "corrective transactions" or "security measures”.
Fraudsters are playing on a few key human emotions to get what they want:
Urgency: They make you feel like you have to act now.
Authority: They pretend to be from a trusted organization.
Fear: They warn you that you'll be in big trouble if you don't do what they say.
Isolation: They keep you on the phone so you don't have time to think clearly or talk to anyone else.
Remember: legitimate organizations will never pressure you like this. If you encounter anything suspicious, report it to us right away.
How do I know that this is a scam?
We've got your back, and we want to make sure you have the tools to protect yourself. Here’s what you need to know. In these cases, here are some red flags to watch out for:
References to bunq: We will be in contact with you only through our secure in-app Support Chat, in case of any security concerns. No other organization has access to your bunq account.
High-Pressure Tactics: Fraudsters will tell you that you'll lose your insurance coverage or be responsible for any losses if you hang up.
Fake Caller IDs: The call might look like it's from a legitimate Dutch number, but they may later switch to calls from international numbers.
Legitimate organizations will never pressure you like this. If something feels off, trust your gut. It's always better to pause and verify than to act under pressure.
What should I do if this happens to me?
Here’s what you can do if you find yourself in this situation.
Hang up. If anyone asks you to approve payments or share security codes, end the call immediately.
Never approve transactions based on phone instructions. Even if they sound official, don't do it.
Verify on your own. Open your bunq app and check for any genuine alerts or messages from us.
Contact us through the app. If you're ever unsure about a message, reach out to our support team directly through the app.
Report suspicious activity. Let us know immediately via
I think I've been scammed, what should I do?
If you're worried you might have been scammed, time is of the essence. Here's your action plan:
Reset your Security Code. If you suspect someone else has access to your bunq account, immediately reset your Security Code to ensure your account’s security. Read how to reset your Security Code here.
Submit a Fraud Report to bunq. Always report the incident to bunq, so we can take action. Fill out the appropriate form on this page.
Block Your Cards: You can do this instantly in the app to prevent any further unauthorized transactions.
Report the scam to the police. Share the police report with all banks involved. We’ll contact the counterparty’s bank on your behalf.
Save Everything: Keep screenshots, phone numbers, messages, and call logs as evidence.
We've put together a guide on what you can do if you find yourself to be a victim of fraud which you can check out — here.