Hey bunqers 🌈,

Your security is our top priority – and we want to share useful information which can help keep you safe 🔒

Check out our guide below for some quick tips on how to spot and handle fraud.

Important: We’ll never call you or ask for your credentials, magic links or personal info (like phone number, security code, card number, or IBAN) outside the bunq app.

What to Do If You Suspect or Experience Fraud

We understand how difficult it can be to experience fraud. This is what you can do if you suspect you are a victim:

• If you see an unrecognized card payment, request a chargeback in the app by following the instructions under Keeping your account safe - in the Unauthorized card transactions/Chargebacks section.
  💡Pro tip: Block your card and request a new one if fraud occurs.

• If you’re a victim of a non-card payment or a different fraud - contact us right away using this form.

• If you were scammed - check out this page.

• If you suspect a bunq user to be involved with fraud or scams - use this form to report it.

Keeping your account safe

Here are some tips on how to spot and reduce risks.

Unauthorized card transactions/Chargebacks

If you spot a transaction on your card that you didn’t make, it might be fraud — maybe from phishing, a stolen card, or some other shady reason. No stress though! You can request a chargeback through the app to claim your cash back. Here’s how:

1. Go to 🏠 Home

2. Click on the Bank Account from which you've made the payment

3. Select your payment

4. Scroll down

5. Click on More

6. Tap on Request a Refund/Chargeback

7. The app will ask if you recognize the payment and you should say no

8. We'll offer to block your card to make sure that it can't be used

9. Block your card

10. The card is blocked! Remember to request a new card by following these steps

Once you’ve sent that off, the merchant will take a look at it - this could take up to 30 days (Mastercard’s rules). We’ll ping you with the decision as soon as we receive it, and if the merchant gives it the green light, your money will go back to your account.

Keep in mind: You should block your card and request a new one. It should keep those unauthorized transactions from happening again. You can also refer to this page for more details about chargebacks.

Phishing

Fraudsters use fake emails or websites that look like bunq’s to steal your info (passwords, security codes, etc.).

If you get a message asking you to click a link, log in, or share sensitive details, don’t do it. We never ask for login codes via email, text, WhatsApp, or social media. Unsure about a website? Don’t share any personal information there, and if possible, check if it is reliable - it might be fake.

Pro tip: besides bunq’s impersonators, be suspicious of any other weird website or email (especially with links). They are often very good imitations from legitimate communications and websites.

Learn more about Phishing and Spoofing.

PIN Skimming

When using an ATM or payment terminal, cover your PIN and ensure no one’s watching. Store your passcode securely afterward and don’t ever share it!

WhatsApp Fraud

Scammers pretend to be someone you know, using a new number, and urgently ask for money via WhatsApp (e.g., to pay a bill). They avoid other communication methods. Always verify the person through another channel before sending money. If you can’t reach them, don’t transfer anything.

Fake Payment Links

Fraudsters send fake payment links that mimic real bank pages to steal your info. Always check the website’s validity before entering details. If you don’t trust the link or sender, don’t proceed.

Second-Hand Scams

Buying second-hand? If a deal seems too good to be true, it probably is. Check the item’s market value. If the price is suspiciously low, it might be a scam.

Boiler Room Fraud

Pushy salespeople pitch fake or risky investments, hyping them up with lies or fake social media buzz. Be skeptical of unsolicited offers, research thoroughly, and consult financial experts before investing.

If the deal is too good to be true, it might really be not true.

Money Mule Scams

If someone asks to use your bank account or transfer money for them, promising easy cash, say no. This could involve you in criminal activity, leading to serious consequences like losing banking access or facing legal action

General tips

Here’s how you can help keep keep your bank account safe:

• Check your account often and keep an eye on our communications – we share guidelines to prevent frauds and scams.

• Report suspicious links or IBANs to us and the police.

• Got a shady bunq.me link? Hit the report button to alert our compliance team — we’ll act fast.

• Report incidents using this form to help us fight fraud.