Hey bunqers 🌈
Your card was stolen? Breathe in, breathe out - we’ve got you covered! All you have to do is follow the steps below:
Freeze your card
The first thing to do is protect your funds and prevent the possibility of unrecognized transactions. This is done by freezing your card:
- Go to Home tab and tap on Cards
- Select a card
- Tap on Freeze
You can see more details about freezing and blocking your card here 💳
Order a replacement
Once you’ve secured your funds by freezing your stolen card, you can order a replacement and keep making payments everywhere you go.
- Go to Home and tap on Cards.
- Select the card you want a replacement for and tap on (...)More
- Select 🟠 Replacement Card
- Edit card details (if applicable) and select Next
- Review the information and select Get Your Card
You can learn all about card replacements and the applicable fees here 👀
I followed the steps above, but I spotted an unrecognized payment. What should I do?
If you see payments in your account you don’t recognize - don’t worry about it. You can follow the steps explained here to request a refund right away.
If the refund you’ve requested was refused by the merchant, make sure to contact them for further assistance as explained here.
Keep in mind that if the unrecognized payments for which you want a refund exceed €150.00, you'll need to provide a police report with your request.
Want to learn more?
Explore more bunq knowledge here 🌈