• Other Knowledge

  • How does the Support chat work?

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?

  1. Tap on your Profile in the top left corner
  2. 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.)

Instant Support

Need help right away? Open the Support chat and get instant support. Our team is here to provide you with fast and seamless replies, ensuring clear solutions without any endless back-and-forth. We're dedicated to resolving your issue efficiently and making your life easy.

Support chat translation

You can always translate your Support chat by following the steps below:

  1. Tap on your Profile in the top left corner
  2. Tap 🟢 Support Center
  3. Tap on the ticket you want to translate
  4. Tap the “Translate this conversation” button at the bottom of the ticket

Continue the conversation

  1. Tap on your Profile in the top left corner
  2. Tap 🟢 Support Center
  3. Tap on the ticket you want to continue with
  4. Tap on “Send a message”
  5. Tap on “Write Text”

Record Audio

  1. Tap on your Profile in the top left corner
  2. Tap 🟢 Support Center
  3. Tap on the ticket you want to send audio in
  4. Tap on “Send a message”
  5. 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:

  1. Tap on your Profile in the top left corner
  2. Tap 🟢 Support Center
  3. Tap on the ticket you want to send attachment in
  4. Tap on “Send a message”
  5. 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:

  1. Tap on your Profile in the top left corner
  2. Tap 🟢 Support Center
  3. Tap on the ticket you want to send audio in
  4. Tap on “Send a message”
  5. 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:

  1. Tap on your Profile in the top left corner
  2. Tap 🟢 Support Center
  3. Tap on the ticket you want to send a screen recording to
  4. Tap on “Send a message”
  5. Tap on “Record Screen and Audio”

Related topics

Want to learn more? Explore more bunq knowledge here ✨

Write a Reply...