New card arrived but updating turns it into a mess...

Geoffrey-Maroon-Dragon

Hello,

I recently received a new card with new account number. I want to totally replace my old account number but instead it generates new account numbers. Besides my old one that's on my old card and the new one that's on the new card it added 2 other accounts. I see them interchangebaly when I check profiles. I just want to use my new card including new account number.

Support sent me a step by step procedure but that doesn't help me with the problem above. Only option I have is to replace a card but I just got a new one. I just need my old info and the needless additional accounts to be gone.

Hopefully somebody is able to help.

Jakob-Y

Geoffrey Cards and (sub-)accounts at bunq are two different and independent things. If you conflate them with each other, you're probably bound to get confused.

Sub-accounts:

They're the actual bank accounts at bunq. They all have an individual IBAN (account number), and you can give them a name and color or picture of your choice. They hold your money.
You can manage them directly from the Home tab. Each sub-account is represented as a tile with its name and the amount of money currently on the account.
They can belong to you (regular sub-accounts) or belong to a group of people (Joint sub-accounts), and you can use "Connect" to give other people temporary or permanent access to them.

Cards:

Cards are one way to spend money from your sub-accounts. They come in different versions. Most importantly, bunq has Mastercards and Maestro cards.
You can manage them by going to the Home tab and then clicking on the Cards tile. The screen that will open lists all of the cards that you have ordered and that are not permanently blocked.
Although the Maestro cards do have IBANs printed on the back, they're in no way tied to a specific sub-account. For every card that you have, you can always choose and change the sub-account that it is connected to.

So, keeping this in mind... it seems like you have created multiple sub-accounts and multiple cards. You can always delete unused sub-accounts and cards if you don't need them anymore. The procedure is as follows:

For sub-accounts: Deleting a sub-account is called "archiving". That is because even after you have archived an account, you can still go back and look at its history. And in case it is not a Joint sub-account, you can even reactivate it if you have archived it less than 60 days ago. To archive a sub-account, choose the account from the Home tab, then after it opened click on the Settings button in the top right. Then on the bottom you will find the option to delete the sub-account.
For cards: Deleting a card is called "blocking". Cards can have three different states: Active, Frozen and Blocked. While freezing a card is temporary, blocking a card is permanent and cannot be reversed. So make sure to never block a card that you might still want to use. To block a card, you first have to freeze it. To do this, go to the Home tab, then open the Cards menu by clicking on the Cards tile. After that, choose the card. After you have opened it, click on the MENU button on the bottom. Then freeze it first. After you have frozen the card, open the MENU again. Then you will have the option to block it. After that, the card will be permanently deleted and not longer visible in your overview.

If there's still anything unclear feel free to ask.

Geoffrey-Maroon-Dragon

Thanks, that explains some things but not my main 'problem'.

Because when I open the app now and look at the Home screen I see 0 cards linked to my profile and a few cents in my Bunq account. This account holds my old account number that's visible on my old card. I want to add my new account number that is on my new card and in addition I would like to add said new card but when I press the card button on the home screen in the app all I get is the option to order a new card. Which I already have.

Basically I just want to start all over with this new card and new account number.

Thanks in advance for any help.

Bernd-Cyan-Penguin

Geoffrey Welche Mitgliedschaft haben Sie?

Jakob-Y

Geoffrey Hmm... 0 cards just sounds like you don't have any active cards. Why that is the case is hard to say without having access to your account or knowing what exactly you have done. But just to reiterate on one point that's very important: the IBAN that is printed on the back of the Maestro cards at bunq does not have any significance. It does not mean that the card is actually connected to a sub-account with that IBAN, it is just one IBAN of one of your sub-accounts that you chose when you originally ordered it.

Bernd already asked you what type of membership/plan you have. "Maestro" or "normal one" is not the name of a plan. At bunq the following plans exist, and you can choose freely between them depending on your individual needs:

Easy Travel (no monthly fee)
Easy Money (7,99 Euros / month)
Easy Green (16,99 Euros / month)

You can look up which one you're currently using by going to the Profile tab > Settings (top right) > My plan. The different plans have different capabilities. So for example on the Easy Travel plan, you can only get one type of card, the Mastercard Credit aka Travel Card. If you have any Maestro cards, you need at least the Easy Money plan to use them. Also the Easy Travel plan restricts you to having a single sub-account (technically not even a full bank account, as you only get that with Easy Money), so you not being able to create or access multiple sub-accounts might also stem from you not having the right plan. That could be one thing you might wanna check out.

Otherwise if you cannot figure out things on your own the right way would be to contact Private Support again and ask them about it. They have access to your account and can for example tell you why you see a 0 at the Cards tile and if you have blocked any cards in the past, maybe even by accident. If you still have any general questions, of course feel free to ask :)

Geoffrey-Maroon-Dragon

Bernd (DE - Hamburg)🇩🇪 Just the normal one. Maestro

Geoffrey-Maroon-Dragon

Jakob Thanks. Having someone look at my account is all I'm trying to ask. Because while I appreciate your info it really doesn't help me. Earlier today I asked Private Support to call me so I could explain things more clearly but no response. All this could've been a three minute phone call or a chat if only Bunq would provide such customer services.

Jakob-Y

Geoffrey Hi, the Private Support is a chat directly in the bunq app. You can contact Private Support by going to the [Profile] tab > [Menu] 🌈 > [Get Private Support]. Check this article for more information.

This here is the community forum called „Together“. We would really like to help more but in the end we‘re also just regular bunq users 😉

Geoffrey-Maroon-Dragon

Jakob I know how to find private support, that's where I asked them to help me. Appreciate it though and I know the means of this community. In this case it just doesn't work. Thanks again.