Hey bunqers 🌈,
Finding out that you’ve been scammed can be a distressing experience. It’s completely natural to feel frustrated and overwhelmed in a situation like this, but please know that you’re not alone — we’ve got your back.
Below is a clear, step-by-step guide of how you can quickly secure your account and get back in control.
I was scammed, what can I do now?
Secure your Account
If you’ve been scammed, the first thing that we need to do is secure your account to limit the potential damage. Here’s how you can make your bunq account fully secure again:
1. Reset your Security Code.
If you suspect someone else has access to your bunq account, immediately reset your Security Code by following these steps:
Tap on your Profile in the top left corner
Tap on ⚙️ Settings
Tap on Security
Select Change Security Code
Enter your current Security Code
Set a new Security Code and confirm it.
Resetting your Security Code will end all currently active sessions and remove all linked devices. If a new device logs in, identity verification will be required.
2. Call our Emergency SOS Hotline
We understand you may have further questions. Our Support Team is here to help you. To get immediate help from our Team, reach out to our Emergency SOS Hotline by:
Tap on your Profile in the top left corner
Tap on 🟢 Support
Tap on the 3 dots in the top right corner
Select Get Emergency Support
Tap Call our secure SOS Hotline
You’ll be connected directly to a member of our dedicated team — they’ll guide you on what you can do to secure your account.
Report the Fraud
Once you secure your account, it’s time to submit your fraud report. This is the first step to getting any lost money back and helps us keep the entire banking community protected.
1. Submit a Fraud Report to us
Always report the incident to us, so we can take action. You can find and fill out the Fraud Report form on this page. Once submitted, we’ll contact the counterparty’s bank on your behalf.
2. Report the scam to the police
Share the police report with all banks involved. We’ll need the Police Report in order to move forward with our investigation.
What will happen after I submit my fraud report?
Once you submit your Fraud Report, we’ll:
Temporarily place your account in Safety Mode if we suspect that it’s still compromised or you haven’t reset your security code. We’ll do this to ensure the safety of your balances and to limit any further potential losses.
As soon as we receive your Fraud Report, we’ll contact the counterparty bank to recover any money you lost as a result of the scam.
Our dedicated team will pick up your case and reach out to you within 3 days through the safe and encrypted in-app Support chat to inform you about next steps. We’ll keep you up-to-speed about the latest news on your case while we implement measures to prevent any recurrence.
I lost money to a fraudster. Will I get it back?
If you lost money to a fraudster, rest assured that we’ll do all we can to resolve the situation for you and get your money back. Fraud cases can be complex and we’re dependent on other banks, so this process can take up quite some time. To not keep you waiting while we are working on securing your money, we’ll assess if we can be lenient with your case. To do this effectively, we count on your full cooperation.
Our leniency process aims to determine whether we can return the money to you as quickly as possible, without waiting for the fraudster to return the funds. While every situation is unique, acting quickly always increases the chances of a positive outcome. To start this assessment, the first and most important step is for you to file a Fraud Report on our website and report the scam to the police.
Once you provide us with the report, our team will carefully review the details of your case to determine if you are eligible for a refund and, if so, how much we can cover. If your case is approved, we will reach out to you directly in the app with a leniency offer that explains the refund amount and any next steps.
Why it’s important to report fraud cases
Reporting a scam is important, not just for your own case but allowing banks and the police to better identify scams in the future to help others.
The police can start a criminal investigation thanks to the report. The criminal investigation can lead to a trial for the scammer, and a judge can then order the scammer to pay back the victims.
Your bank will be able to contact the bank of the scammer via a special channel, to check if it's possible to get the money back.