bunq Together

How to replace cards?

Sebastian-Pink-Cheetah

Hello all. How do I replace a card in the latest iOS App?

There are a few guides out there, but they seem to be written for older versions of the interface.

JohnDo

@Sebastian-Pink-Cheetah#53047 Hi 👋🏼 Sebastian,

To replace or switch a card 💳... go to your card 💳 menu, select the card and scroll all the way down :)

Tim

Hi 👋 @Sebastian-Pink-Cheetah#53047

It's really straight forward. Go to the cards tab in the app and scroll down on the card you want to replace. There is a button, not sure what he exact name is in the English interface but something like 'switch or replace'. In this screen you will have multiple choices, the top one should say 'replace card'. 💳

Sebastian-Pink-Cheetah

Strange. For me it is not "Switch or Replace" but "Deactivate or Block" (german: Deaktivieren oder blockieren). When I click on it, I have 3 choices:
Switch to Maestro/Mastercard (ger: Zu Maestro/Mastercard wechseln), temporary block (ger: Karte vorübergehend deaktivieren) and block permanently (ger: Karte dauerhaft blockieren).

Tim

@Sebastian-Pink-Cheetah#53064

Are you sure you have the most recent version of the bunq app?

Sebastian-Pink-Cheetah

@Tim#53066 Most recent version (9.6.2) on iOS.

Tim

@Sebastian-Pink-Cheetah#53068

Very strange! When I have the app in German it looks like this:

Sebastian-Pink-Cheetah

This is really strange. I'm missing this option completely.
For me it looks like this:

Tim

@Sebastian-Pink-Cheetah#53071

Maybe there is a very easy explanation for this. I would suggest sending a message to support, if you're lucky they are still online otherwise you will receive a reply tomorrow morning.

You can contact support under your profile and then 'Private Matters’ (Private Angelegenheite).

JohnDo

@Sebastian-Pink-Cheetah#53071
CC @Tim#53066

Did you replaced a card before? If I remember correctly, you can only replace a card ones a year.

In all other cases you have to order a new card 💳 and deactivate your old one.

That could be the reason your options differs.

Sebastian-Pink-Cheetah

@JohnDo#53074 No I did not replace a card by myself. But bunq replaced my mastercard (even before shipping) because it was from a defective batch. Perhaps they still count that as a replacement even though it was not my fault and I did not even receive the other card.
On the other hand one has one replacement per year free of charge and today is the first day of 2019 - so everything should be reset to zero?

JohnDo

@Sebastian-Pink-Cheetah#53076 Of I would have to guess, you lost this option because bunq did replace your card 💳 earlier. I have seen the same situation before. Btw I don't know how they calculate that year. Best thing you can do is to contact Support via Private Matters 👍

Sebastian-Pink-Cheetah

@JohnDo#53077 I already did and am waiting for an answer (probably tomorrow). For my maestro (which wasnt replaced by bunq) the situation is the same - so all I can say for now is that it seems not to be card related but account related. I will post an update here after I have an answer from support tomorrow. Thanks for your and @Tim#53072 s help so far.

Sebastian-Pink-Cheetah

Short update: support does not have an instant solution but dev team is going to check what‘s wrong. So I keep waiting.