My account was hacked, what can I do?

bunq

Hey bunqers 🌈

If you think someone might have unauthorized access to your bunq account, don’t worry - we’ve got you covered! Follow the steps below to quickly regain full control of your account.

Reset security code

If you can’t log in to your account, the first thing to do is reset your Security Code:

Open the bunq app and go to 👤 Profile.
Tap on ⚙️ Settings
Tap on Security
Select Change Security Code
Enter your current Security Code
Set a new Security Code and confirm it.

Once you’ve updated your Security Code, all active sessions will automatically be logged out. Any new login attempts will require identity verification.

What if I can't reset my security code?

If resetting your Security Code doesn’t work, reach out to our SOS Support team at +31208083666. Through this automated service, you can temporarily block your cards and bunq account in under a minute. This keeps your funds and data secure until you regain access.

Once we’ve verified your account’s security, we’ll guide you through unfreezing it and getting everything back on track.

Report a hacked account

If you suspect your account has been hacked, please report it by filling out this form. Once we receive your report, our team will contact you within 2 business days with the next steps.

Note: If you don’t hear back from us after 2 business days, email us at support@bunq.com using the email address linked to your bunq account. Be sure to include all the details you have about the situation.

Access your account on a new device

After resetting your Security Code, you’ll need to verify your identity before logging in on any new device:

Reinstall the bunq app from the App Store or Google Play.
Open the app and select Already a member? Login!
Enter the phone number or email address linked to your bunq account.
Enter your Security code.
Follow the re-identification instructions on your screen

How to fully secure your account?

Take these additional steps to ensure your bunq account is fully secured:

Go to ⚙️ Settings > Security > Devices and remove any devices you don’t recognize.
Go to 👤 Profile, tap on your name, and delete any phone numbers or email addresses you don’t recognize. This ensures that only you can access your account.

At bunq, your security is our priority 🔒 For extra tips on staying safe online, check out this topic.

I'm a victim of fraud - what should I do?

If you’ve been scammed or suspect fraud, it’s crucial to act fast. Check out the topic “I’ve been scammed, what can I do?” for all the steps you need to take to secure your account and report the fraud so we can start working on a solution.