Hey bunqers 🌈
At bunq, our commitment is to deliver prompt and effective assistance to all our users. At bunq, our commitment is to deliver prompt and effective assistance to all our users through our Support chat. Designed with a focus on security, bunq's Support chat guarantees your privacy through encryption, making sure your questions are answered quickly and in a safe environment.
In this topic, we’ll mention some of the features inside that’ll help you within the Support process.
How to open a Support chat?
- Go to Profile
- Tap on 🟢 Support
Important Note: Always be careful with your personal data and make sure to never share it with third parties. bunq would never call you or contact you outside of the bunq app or its official channels and ask for your credentials or any personal information (phone number, email address, security code, card number, IBAN, etc.)
Finn 🤖
When you open a ticket with us, the first answer you'll receive will be from Finn, your personal AI money assistant. If Finn didn't manage to solve your issue, someone from our Support team will be there to help you further.
You can also ask Finn anything from the 🔎 Search bar in your 🏠 Home tab.
Support chat translation
You can always translate your Support chat by following the steps below:
- Go to 👤 Profile
- Tap 🟢 Support Center
- Tap on the ticket you want to translate
- Tap the “Translate this conversation” button at the bottom of the ticket
Continue the conversation
- Go to 👤 Profile
- Tap 🟢 Support Center
- Tap on the ticket you want to continue with
- Tap on “Tell us more”
- Tap on “Write Text”
Record Audio
- Go to 👤 Profile
- Tap 🟢 Support Center
- Tap on the ticket you want to send audio in
- Tap on “Tell us more”
- Tap on “Record Audio”
Send an attachment
At times, providing a screenshot can simplify the process of illustrating the issue you're encountering. Additionally, we may request further documentation from you.
For you to be able to provide us with screenshots, proof of missing payments, etc., you should send us an attachment. To do so, follow these steps:
- Go to 👤 Profile
- Tap 🟢 Support Center
- Tap on the ticket you want to send attachment in
- Tap on “Tell us more”
- Tap on “Send an attachment”
Record Camera
To streamline your experience, we've included a camera option within the app that allows you to create a video to visualize your issue in an easier way. To make use of it, follow the steps below:
- Go to 👤 Profile
- Tap 🟢 Support Center
- Tap on the ticket you want to send audio in
- Tap on “Tell us more”
- Tap on “Record Camera”
Record Screen and Audio
When you encounter a problem, providing us with the steps you're taking in-app via a screen recording or explaining it via audio recording can save you significant time. This also allows us to see exactly what you're experiencing, leading to a quicker and more accurate solution. To be able to send us a screen recording, follow these steps:
- Go to 👤 Profile
- Tap 🟢 Support Center
- Tap on the ticket you want to send a screen recording to
- Tap on “Tell us more”
- Tap on “Record Screen and Audio”
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