Hey bunqers 🌈, 

If you’ve learned that you have some money waiting for you on your unverified bunq account, you’re in the right place. Let’s break down what an unverified account is, why you may have balance on an unverified account, and how you can easily access your balance again. 

What’s an unverified account? 

An unverified account is a bunq account which you can’t fully use yet. This can happen when the sign-up process was started but the final identity verification step, like scanning your ID or taking a video selfie, wasn't completed. Since we couldn’t confirm your identity, you won’t be able to use your account for regular banking until you complete the verification. This is a standard security measure to keep you and your account protected. 

So you may have an unverified account if you’ve started the sign up process with bunq at some point, but never completed your identity verification. 

Why do I have balance on an unverified account?

In the past, we let new bunq users start with a limited e-money account right after sign-up. With an e-money account, you could’ve added a small amount of money before we finished your full identity verification to try our app out straight away. 

You may have balance on your unverified account if you’ve added some money to your e-money account but didn't complete the final verification steps. If that’s the case, your money has been waiting safely for you in your unverified account. We’re here to explain how you can easily access your balance again. 

How can I access my balance again? 

There are two simple options to get access back to your balance — verify your account to start using it straight away or close it and get the balance refunded. Let’s see how you can do both below: 

Account verification

This is the fastest way to access your funds and start using all of bunq's features. The whole process takes just a few minutes. Here’s how you can verify your account and complete your sign up: 

1. Download the bunq app: If you don't have it anymore, you can get it from the App Store or Google Play Store.

2. Log into your account: Open the app and log in using the phone number or email address you signed up with.

   1. Forgot your passcode? No problem. Just tap on "Forgot my passcode?" on the login screen to easily reset it. 

3. Tap the verification banner: Once you log in, you’ll see a blue banner at the top of your Home screen. Tap it to continue your verification.

4. Follow the simple on-screen steps: The app will guide you through the final steps, which include:

   1. Verifying your ID: You'll be asked to take a clear picture of a valid ID document.

   2. Recording a short video selfie: This is a quick liveness check to confirm it’s really you.

5. You're all set: That's it! Your verification is usually approved in less than 5 minutes. Once approved, your account will be fully active and ready for you to use.

Good to know

• For a successful verification, make sure your ID document isn't expired and that you take clear, readable photos in a well-lit space.

• Verification taking longer? In some rare cases, our team may need to manually review your submission. We’ll notify you as soon as it’s done. You can find more info here.

• Lost access to your phone number? If you can’t log in because your phone number has changed, just reply to the email we sent you. Our support team will guide you through a manual identity check to help you regain access.

Close your account and request a refund

If you've decided not to use bunq, you can easily request a full refund of your balance. To keep your money safe, this process requires confirming your identity and telling us where you'd like the money sent. Here’s how you can request your refund:

1. Reply to our email: Find the email we sent you about your unverified account and reply with this exact phrase: "I would like to close my account permanently".

2. Prepare your documents: Our support team will then ask for two things:

   1. The IBAN of the bank account where you want to receive your refund.

   2. A recent bank statement for that account to prove it belongs to you. The statement must clearly show your full name and the matching IBAN.

3. Send your documents: You can provide these details by replying to the same email thread.

4. Confirmation and Closure: Once our team verifies your documents, we will process the refund to your chosen bank account. Your unverified bunq account will then be permanently closed.

Good to know

• To protect you and comply with financial regulations, we can only refund the balance to a bank account that is in your own legal name.

• Refunds are typically processed within 3-5 business days after your documents have been approved.