How do I contact bunq if my phone is stolen...

GOM

...and I am travelling alone in a foreign country? (Assume I have just arrived and I don't know anyone).

A search of this forum for 'lost phone' shows no responses. Surely someone has asked this before?

Anyway, in the above scenario what can I do to inform bunq and how could I regain access to my account given that there is no bunq phone number or support website? I would not be able to use this forum as I can only start a discussion by scanning the login qr code with the app.

Petervdv

Peter Yes this had been asked before, but the search on this forum is quite bad.

You can install the bunq app on any smartphone and log in with your credentials. So you can lend one from a stranger or buy a cheap one in a store.

Alternatively, you can email bunq on support@bunq.com.

NiB

Petervdv 🏳️‍🌈
Honestly, the idea of borrowing a phone (and I know it‘s not necessarily yours) is somewhat preposterous.
Letting a complete stranger install an app on my phone, from a bank I don‘t know, anf from country I‘ve never been to. Availability on Play Store or not - that‘s just extremely bad from a security standpoint. You know, he or she might be doing online / app banking on the device itself.

Just ask yourself: would you lend a stranger your mobile phone, to install a banking app from, say, Ukraine, Indonesia, Ghana or Brazil? Does that sound a good idea?

Also, buying one might not be that good (or even possible) an idea if you got robbed or your hotel room burglarized while sitting at the pool. Cause they will often take your wallet, cards and phone. Even if you do manage to receive emergency funds, you might to have better spend them on identity documents and transport (embassy, hospital, back home).

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Petervdv 🏳️‍🌈 Lend a phone from a stranger or bay a cheap one to be able to contact my bank per mail or per app? No telephone support?
This is for me one reason to think about leaving bunq.

sourabh-Turquoise-Panther

Petervdv 🏳️‍🌈 Unfortunately the Bunq app is not available in App Stores of non-EU Countries. For e.g., If you are traveling to India and you lose your phone then there is nothing you can do except for emailing them to block your cards or lock your account or something.

My advice: don’t rely on bunq when traveling.

Alex-Blue-Falcon

Petervdv 🏳️‍🌈 Helaas is dit niet zo als je je telefoon kwijt bent kun je geen verificatie sms ontvangen.

Als je op reis bent kun je gewoon alles kwijt raken.
Dan zou een Noodcash service handig zijn.
Zodat je te minste een nieuwe telefoon kunt kopen.

GOM

OK. That's good.
Do you know what credentials would I need to supply? I wonder because things like my birthdate, address, phone number I could do but I might have trouble remembering e.g. my passport number or long randomly-generated-passwords

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Peter Thought you were alone....Where to obtain a phone from?

GOM

Frank I guess I'd have to find an internet café and use the email address.

I know I would not allow a complete stranger to install an app on my phone so I wouldn't expect anyone to do that for me.

Paul-Grey-Unicorn-386063522

NiB I had similar comments as you had. I do think that, considering the full mobile usage, security needs to be improved. Please see the thread I started: https://together.bunq.com/d/8062-suggestions-for-adding-security-eg-forced-funds-transfer-or-compromised-account

LH-Black-Wolf

NiB It’s actually worse the other way around tbh. Why would you trust the phone of a stranger, lol. You don’t know what they’re running on it plus if they snatch their phone back because they indeed don’t trust it: you stay logged in on their device. (Still has a code, but all the same.)

It’s insecure in every way. :P
I’m still heavily in favour of a online banking enivronment from browser, at the very very least to do stuff like blocking your card.

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Peter And you will find an internet cafe within a couple of minites everywhere?
For me this is a security issue.

GOM

Has anyone any experience of contacting bunq via the support@bunq email address?

Just wondering how responsive they are.

Petervdv

Frank And if bunq would have phone support, you would find a phone everywhere within a couple of minutes?

GOM

Frank Maybe. But I think it would be easier to find a publc computer to use (library, travel agent, airport etc.) than someone who would lend a stranger their phone.

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Petervdv 🏳️‍🌈 I wanted to say that it would be easier to contact bunq by telephone support if there would be any. There are more ways to phone as using smartphones.
I know that bunq does not like posts criticizing missing phone support...
It is alwas the same abswers here.

BigBoss

Petervdv 🏳️‍🌈 Il est plus facile de trouver un téléphone qu'un cybercafé

Petervdv

Frank It's always the same answers on the same questions here ;)

Mark-Blue-Shark-3137357496

I've contacted Bunq support by email and received a response within a couple of minutes. Was hugely impressive!

GOM

Mark Hi Mark, that's encouraging.

GOM

PaulP 🇳🇱🇬🇧🇩🇪🇪🇺 Hi Paul it's annoying that I didn't find your thread when I did a search on 'lost phone' and 'stolen phone'

DennisdeWit

I wish bunq had a phone number too. 😊 It’s certainly something that could be improved.

Paul-Grey-Unicorn-386063522

Peter I am glad that you also raise the topic. Mature products/services distinguish themselves by “secure by design” principles and although bunq does a good job already, in my opinion it is time to further improve. The advice to use somebody’s else his phone is a MickyMouse (aka not professional) solution and by design proven not secure.