Hey bunqers 🌈,

We want to get you started as quickly as possible and in most cases, applications are verified in under 5 minutes. We aim to keep it that way, but sometimes it takes a bit longer. This can happen when:

• We need extra information or documents from you

• There's an issue with a document you submitted (wrong type, missing signatures, or not supported)

• We're busier than usual

• We run into a technical issue on our end

• We need to run extra checks to keep your account safe and compliant with regulations

In these cases, verification can take up to 10 hours. Below are some common reasons why your account verification might take a little longer.

Duplicate accounts

If you already have an active or previously verified account with us, we’ll redirect you to your existing account instead of creating a new one. You’ll receive a secure message from us via your bunq app which will take you through the steps to log back into your existing account. Otherwise, follow the steps below:

1. Long-press on your Profile in the top-left corner

2. Tap on More Options

3. Tap on the + Add a User Account

4. Enter the phone number or email address linked to your existing bunq account

5. Enter your Security code

Forgot your Security code? No worries - it happens to the best of us. You can read up on how to recover your Security code and account in a matter of minutes here.

💡 Note: If prompted, please follow the re-identification instructions on your screen.

Proof of residence required

It might be that there’s a mismatch between the address you entered and the geolocation of your device. If we're unable to confirm your address based on your geolocation, we’ll request an official document that proves your residence address. You can learn how to prove your address here

Insufficient or incorrect documents provided

In some cases the documents you’ve provided during the verification process don't give us all the information we need. When this happens, we'll ask you to provide another document or further details. No need to worry - the app will guide you to provide the requested document. You can learn more on which ID documents are accepted for your identity verification here ✨

Invalid verification attempt

If the documents you provided are unclear or expired, or the selfie you took cannot be verified, the verification of your account may require additional time. Other issues like unsupported documents may also prevent verification from completing within the usual 5-minute timeframe.

Please follow the instructions on your screen to try again.

For tips on how to verify your identity with Incode, read more here.

Legal regulations

As a bank, sometimes there are legal regulations we must follow in order to complete your verification. In such cases, we’ll make sure to send you a message in the app to let you know the details and how to proceed.