How can I contact SOS Support 🆘

bunq

Hey bunqers 🌈

Need SOS support? No worries - we’ve got you covered! If you’re facing an urgent issue with your app or cards, you can use our new SOS feature directly from the bunq app. Once we receive your SOS request, it becomes our top priority. Here’s how you can start an SOS Support chat, call our Automated Emergency Line, or speak directly with a bunq employee.

❗️Note: We will never call you to ask for personal information, like email, security code, card details, etc. Remember that private information is only shared through our secure chat in the app. If you’re receiving a phone call from a person claiming to be a bunq representative, hang up the phone and report the phishing with us.

Open an SOS Support chat📱

When opening a support ticket, you can choose the SOS Chat option to share your issue via screen recording, voice message, or text. We’ll get back to you within 10 minutes. Follow these simple steps to start an SOS chat in the app:

Go to 👤 Profile
Tap 🟢 Support Center
Tap 🟢 Get Support
Tap "Chat with SOS Support"
Press "Continue"
Record screen and submit, or submit text/attachment

Note: You're allowed to reach out to SOS Support once every 28 days. However, you can always seek help through the regular Support Center at any time.

We always look at every request with high priority. However, with the SOS Support messages, we'll provide you with an answer through our in-app Support chat within 10 minutes so that your emergency is resolved faster!

Call us through SOS Hotline

For 24/7 emergency support, bunq Core, Pro, or Elite users can use the bunq app to speak directly with a bunq employee. Translate your conversations in real-time with AI voice translations. To do so, follow these steps:

Go to Profile
Tap 🟢 Support Center
Tap 🟢 Get Support
Tap Call our secure SOS Hotline

Note: The SOS Hotline is a one-way communication channel that can be initiated only by you.

Call us through the Automated Emergency Line ☎️

If you don’t have access to your account, simply call +31208083666 and the automatic support flow will take you through the process from thereon.

Keep in mind, we'll never call you from this number. If you are on the phone with someone pretending to be us, please hang up and inform our team immediately!

How does the Automated Emergency Line work?

Once you call +31208083666, you’ll be able to choose an option on how we can help you and follow the automated flow in your native language (English, Dutch, German, Spanish, French):

1️⃣ Freeze card (1️⃣ Freeze card / 2️⃣ Freeze card and account)

To make sure your account and funds are safe and secure at all times, the option to freeze your card and / or account is just one phone call away. Just press the button needed and your card will be frozen. Once we've confirmed the security of your account, we'll assist you with the necessary steps to unfreeze them.

2️⃣ If you suspect being hacked or someone else has access to your bunq account

We'll send a SMS or email to you with instructions to report your case via http://www.bunq.com/report

3️⃣ If you suspected fraud

We'll send a SMS or email to you with instructions to report your case via http://www.bunq.com/report

4️⃣ If something isn't working and you need urgent help

You’ll be able to describe your case and once you’re done, you’ll be contacted through Support Chat from a Support Guide.

5️⃣ If you have a different, non-urgent question

During the call, we’ll ask if you have access to your bunq app. If you do not have access, we’ll ensure to reach out to you either through SMS or email, based on the contact information you have verified and linked to your account.

I was advised on the phone to contact Support from the app. What do I do now?

Don’t worry, finding personal Support in the bunq app is easy and fast. Just follow this process to contact the Support team through our Support Chat in the app:

Go to Profile
Tap on 🟢 Support
Tap on 🟢 Get Support
Categorize and describe your issue
We'll get back to you as soon as possible

For these and other improvements, update your app today! 🏃‍♂️

Stay tuned for more exciting updates and features in the future!