Why was my account blocked?

bunq

Hey bunqers 🌈

Have you received a message from our compliance team about your account being closed or under review? Don’t worry - we’re here to help you understand why this might have happened and what you can expect next.

Why do we restrict accounts?

At bunq, security is our top priority. We work hard to provide a safe banking environment for all users. As a fully-licensed bank, we’re also legally required to comply with regulations and follow European legislation.

Our advanced systems are designed to detect irregularities or unusual account activities. When we identify something out of the ordinary, we may temporarily or permanently restrict an account to protect it. This process ensures that:

Your account remains secure.
The integrity of our banking system is upheld.

While we understand account restrictions can be inconvenient, they’re a crucial part of keeping everyone safe.

What happens when my account is restricted?

Sometimes, we may temporarily restrict your bunq account(s) due to an external request for an ongoing review that requires additional input from you.

Restrictions can be partial or complete, and you’ll always receive a notification if this happens.

If our compliance team needs more information to proceed, they’ll reach out to guide you through the next steps.

Will my account be permanently closed?

Every case is carefully reviewed by our dedicated team. Rest assured, we’ll never terminate an account without probable couse. While legal limitations may restrict the details we can share, we’ll keep you informed as much as possible.

Check our Terms and Conditions for more information 🙌

Can I still receive money on a blocked account?

If your account is permanently closed, incoming payments will be returned to the sender, provided there are no legitimate claims from third parties.

What happens to my money after my account is terminated?

If we find that your account activity doesn’t align with regular banking behavior, termination may take effect immediately. Here’s what happens next:

Incoming Payments: No further transactions will be accepted. Any funds sent to your account will bounce back to the sender.
Remaining Funds:
- Release of Funds: We’ll return any funds that belong to you. You’ll receive an email with a bunq.to link to claim your funds within 45 days. If you miss this deadline, contact Support and provide your EEA IBAN for a refund.
- Funds Held Temporarily: In some cases, we may need to hold your funds for 30 days (or longer, depending on third-party claims) to settle outstanding fees, debts, or payments authorized before the account was closed. After this review, any remaining funds will be returned to you, and we’ll notify you via email.

Important Notes

Keep the bunq app installed: Updates and next steps will be shared via in-app notifications and chat.
Notice Period: If you’re given a notice period, use this time to transfer your funds to another bank account.

At bunq, we’re committed to making banking easy and secure for everyone. If you have any questions, feel free to reach out to our Support team through the app or via support@bunq.com.