Hey bunqers 🌈, 

Need help? We’ve got your back. 

bunq is built to make your life easy, and we’re always on your side, especially when it matters most. Whether your card was stolen, your account was restricted, or you think you've been scammed — we’ll always provide fast answers, personalized support, and real ownership. 

We’ll tell you exactly what’s happening, keep you updated each step of the way, and we won’t close your case until it’s actually fixed. And this isn’t just a promise: nearly 9 in 10 issues are now resolved the very first time you reach out. 

This page covers what we do in the moments that matter most to you. You can find out how to reach us, what to do in urgent situations, and why you can trust us to sort it out. 

1. Support 

When can I reach Support? 

Whenever you’d like — we’re here for you, 24/7 for both basic questions about your account and for serious issues. It does help to know which kind of help you need, so we can get you to the right place fast. 

If an urgent issue, concerning your money, account access, or your security happens, contact us as soon as possible. Below are some examples of situations we can help resolve for you: 

• Your card or phone was stolen or lost

• You can't access your account and need to freeze it right away

• You think your account was hacked or someone else has access

• You believe you're being scammed or have already sent money to a fraudster

• A payment failed when you needed it to go through, and you can't figure out why

• You received a message that your account was restricted and you don't know why

If any of this sounds familiar, don't wait to contact us. The sooner you reach us, the sooner we can help. Anything else is everyday help, and we’re just as happy to hear from you. 

How can I reach Support?

Here’s every way to contact us, and what to expect in each case. 

Support chat, for everyday questions 

Our encrypted Support chat is available to all users. Just tap Support from your Profile and describe your issue. Our AI assistant, Finn, answers most questions the moment you hit send, and when your case needs a specialist, it’s routed to the right expert automatically, so you always end up in the right hands. It works: nearly 9 in 10 issues are solved the first time you reach out, so no repeating yourself and no chasing. 

💡 Pro tip: For the fastest help possible, describe your situation as clearly as you can

When it’s urgent 

Some things can’t wait. An issue is urgent when your money, account access, or security is at immediate risk. When that happens, your case goes straight to the front — no waiting in a queue. Here are the fastest ways to get emergency help, depending on your situation.

1. SOS Support chat, fastest if you have the app

If you have access to the bunq app, open an SOS Support chat. Your request becomes our top priority, and an expert will get back to you within 10 minutes. Here’s how you can start your own SOS Support chat: 

1. Tap your Profile in the top left corner

2. Tap Support

3. Tap the 3 dots in the top right corner

4. Select Get Emergency Support

5. Tap Chat with SOS Support

6. Explain your issue and we'll be right with you

2. SOS Hotline, for bunq Core, Pro, or Elite users

When it’s urgent, waiting is the last thing you need — so with bunq there’s no queue and no hold music. bunq Core, Pro, or Elite users can call us directly from the app, and someone picks up immediately, effectively zero wait. Both day and night. And our real-time AI voice translation lets you speak in your own language to be understood instantly. No need to worry about expressing yourself or explaining your issue in a second language. Here’s how you can reach the SOS Hotline and enable real-time voice translations: 

1. Tap on your Profile in the top left corner

2. Tap on Support

3. Tap on the 3 dots in the top right corner

4. Select Get Emergency Support

5. Tap Call our secure SOS Hotline 

6. Tap on Translate using AI and choose your language

The SOS Hotline can only be started by you — and because the call originates from inside our encrypted app, we can guarantee that you are talking to a real bunq employee.

3. Automated Emergency Line, if you can't open the app

If you don't have access to your account or your bunq app, you can call +31 20 808 3666. This connects you to an automated line — not a person. A recording will guide you in your language (English, Dutch, German, Spanish, or French) to freeze your card or account in under a minute. 

Keep in mind: We'll never call you from this or any other number. If someone claiming to be bunq calls and asks for your Security Code, card details, or email, hang up immediately and report it.

4. Email, if you can’t open the app 

You can reach us at support@bunq.com from the email linked to your bunq account. Email is the best option when you can’t open or don’t have access to your app — and it’s just as fast as our secure in-app Support chat, so you’ll still get quick help.

5. Report forms, for fraud, hacks, or suspicious activity

We work 24/7 to block any suspicious activity and prevent any form of fraud with built-in protections to keep you and your money secure. But fraudsters and scammers are sophisticated, and sometimes fraud, hacks, or suspicious activity can slip through. When that happens, we treat it as an immediate priority. 

The fastest way to report any problem is to open the Support chat and tell Finn what's wrong, like: "I've been hacked". Finn asks for a short summary and any supporting documents you have to open a fraud report for you. Your case immediately goes to the right specialist to assess and we can act immediately. 

If you don’t have access to your bunq app, you can submit a report form directly — either way, your case reaches the right team. To submit a report, simply choose the report form that best matches your situation, and we’ll take it from there by: 

1. Securing your account: If we suspect your account is compromised, we’ll temporarily place your account in Safety Mode to prevent any potential losses

2. Assigning a specialist to review: Your case will be assigned to a dedicated fraud specialist who will review all details.  Our specialist teams will review your case within 3 working days 

3. Working directly with you: We want to make sure your voice is genuinely heard. We’ll reach out to you to get your detailed account of what has happened and ask some follow-up questions to get a full overview of the situation, whenever needed 

4. What we'll need from you. To resolve things as fast as possible, we may ask for a few supporting documents — for example, a police report. Sending these as soon as you can helps us act immediately and avoids delays 

5. Keep you updated: You’ll never have to chase us. While we work to recover your funds, you'll hear from us regularly — at least every few days — and straight away whenever there's news or a decision, directly through our secure, encrypted in-app Support chat

Reporting quickly gives us the best chance to protect your account and recover your funds.

Overview of your Support options:

Will bunq ever call me? 

To protect you and your money from spoofing and phone scams, we have a golden rule: we will never call you first. By making this an absolute policy, you can know with 100% guaranteed certainty that if someone calls you pretending to be from bunq, it is a scam. We’ll also never call you from the number above, or any other number.

If we ever have a question about your security, account, or a transaction, we’ll only ever reach out through your encrypted, secure in-app Support chat. Since that chat lives inside the bunq app, any message, request, or call outside the app claiming to be from bunq is a scam. If that happens, hang up and report it.

2. How we help in moments that matter most 

When your account is blocked or restricted

Our advanced safety systems monitor for unusual activity 24/7. If we spot something out of the ordinary, we may temporarily restrict your account to protect your balance. This means that outgoing payments and card payments are temporarily paused while we investigate, but you can still receive incoming — and your money always stays safe. 

This is a safety step we take to protect you but we know that finding your account restricted can feel stressful, especially when you rely on it every day. So we’ll never leave you in the dark. A dedicated expert from a specialised team personally manages your review, and we’ll always tell you what’s happening with proactive, real-time updates in the app as soon as we have them. 

Why was my account restricted?

Some common reasons include:

• Suspicious payment activity we need to verify with you. Sometimes, we may need to check in about unusual payments to make sure that they’ve been initiated by you. A specialist may reach out to you with some questions within 24 hours, and your account will be reviewed within 24 hours of your response. 

• Safety Mode. We’ll place an extra limit to your account if we notice any unusual activity or security concern. A dedicated specialist will review your account within 3 working days. If everything’s clear, you’ll get full access back. 

• A legal order such as a garnishment (country-specific). We’ll lift the restriction from your account as soon as we receive the order from the bailiff who placed it. 

What if it's a garnishment?

If a creditor sends an enforceable garnishment order, your Bank Account may be temporarily frozen while we process it. We'll notify you in the app right away. The process and timeline depend on your country, so see the garnishment article for your country: Germany, the Netherlands, or France.

What if my account was permanently closed?

Account closure is rare and we'll always explain why we take this decision by reaching out to you directly. If this applies, see Why was my account permanently closed? for information regarding your remaining balance and how we return it to you. 

What if I think I'm being scammed?

We’re always here to help.  If you think you're being scammed, or you already sent money, we have to act fast. 

Here’s what you can do first:

1. Don't send any more money, and don't share your Security Code, card details, or login info

2. Hang up if someone claiming to be bunq is on the phone, because we will never call you

3. Reset your Security Code if you think someone has access to your account

4. Freeze your card via SOS Support or the Automated Emergency Line (+31 20 808 3666)

5. Report it via our Fraud Report form

What bunq does to protect you

Most fraud never reaches you because we monitor for suspicious activity around the clock. When we spot a risk, we act, by restricting accounts, blocking devices, detecting remote-access apps, and sending extra warnings before risky actions. Built-in protections include:

• Safety Shield — unusual payments are held for 24 hours so you can review and cancel them

• IBAN Name Check — we warn you if a recipient's name doesn't match their IBAN

• Safety Mode — extra limits on your account after a security incident

• SOS Support — freeze your card or account in under a minute

What happens after you report fraud

Once you submit a fraud report, we:

1. Secure your account immediately, and we may place it in Safety Mode to prevent further losses

2. Investigate the case and assign it to a specialist within 3 working days who owns it until it's resolved. 

3. Contact the receiving bank to try to recover your funds

4. Keep you updated at every step of the way. We’ll always send you updates on the case as soon as we have them. 

The speed of your report directly affects our chances of recovery. The sooner you reach us, the more we can do. When direct recovery isn’t possible, we may connect you with a legal partner who can help you pursue civil recovery for fraud involving Dutch IBANs. You’ll have 14 days to decide whether you’d like to proceed. 

Common scams to watch for:

• Phishing, fake emails or messages pretending to be bunq

• Spoofing, callers faking our phone number

• Remote-access scams, someone asking you to install screen-sharing apps

• Money mule schemes, being asked to receive and forward money for someone else

What if I have a problem with a payment? 

There's always a reason a payment doesn't go through — and we'll tell you exactly what it is, so you never have to guess. As a bank, we can see every step of your payment’s journey, pinpoint the issue, and explain what happened and how we’ll fix it together.

Charged for something you didn't agree to?

For the moments when a card payment went through but something went wrong with the purchase, we’ve designed an easy and secure in-app chargeback process. You can easily request a chargeback by yourself directly through your bunq app. Here’s how: 

1. Tap Home

2. Select the Bank Account you paid from

3. Select the payment

4. Tap More, then Request a Chargeback

5. Choose the reason and submit the details

A dedicated Cards specialist picks up your request, owns the whole process, and deals with the merchant and Mastercard on your behalf. You’ll never have to wonder what’s happening: we’ll share real-time updates on your case directly in the secure, in-app Support chat.

Payment sent but hasn't arrived?

Money moves through multiple channels before it lands. If you’re missing a payment, no worries — we have full visibility into every step of its journey and we’re here to help you locate it. When your payment is taking longer than expected, you can reach out to our secure, in-app Support Chat. A specialist will trace it immediately and give you a real answer on when you can expect your payment to arrive. 

To start a trace, go to Profile → Support and share the payment details. We'll take it from there and keep you updated until it's resolved. 

3. Why should I trust bunq with my money?

A full Dutch banking license

bunq holds a full Dutch banking license, issued by De Nederlandsche Bank (DNB). We're a real bank, not an e-money provider, and we're regulated to the same standards as traditional banks.

Deposit Guarantee Scheme (DGS)

Because we're a licensed bank, your deposits are protected by the Deposit Guarantee Scheme (DGS). This covers up to €100,000 of your money per depositor, per bank. If bunq were unable to meet its obligations, the DGS would reimburse eligible deposits up to that limit.

We keep your account secure

Beyond regulation, we build security into the app:

• 24/7 monitoring for suspicious activity

• Safety Shield, holds unusual payments for 24 hours

• IBAN Name Check, warns you before sending to a mismatched account

• Remote-access detection, limits payments if screen-sharing apps are detected

• SOS Support, freeze your card or account in an emergency

• We never call you, and we'll never ask for your Security Code over the phone

If anything ever goes wrong, the steps above show you exactly how to reach help. That's the point: a modern bank that's still there when money is on the line.

We don’t just say we’re here for you, we measure it 

We’re a modern bank that’s built for the people using it. And we don’t just say we’re there — we really show up. And anyone banking with bunq can feel it. The proof is in the pudding: 

• More than 8 in 10 users are happy with our support (way above the industry average)

• Nearly 9 out of 10 issues are resolved the very first time you reach out

• When a complex case needs a closer look, it’s resolved in a matter of hours 

What if I am not happy with Support?

If you ever don’t feel supported, we want to hear it — and we’ll make sure your voice is heard. There are two ways to raise a concern, depending on how you’d like to handle it.