Here you can find answers to the most commonly asked questions about our bank account service and the usage of our Financial Services App.
Can't find an answer? Check out our help articles or reach out to our support team.
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Freeze debit card temporarily |
You have the option to freeze your card if you'd like to prevent card usage for a limited time:
Your card stays frozen until you return to this option and unfreeze the card. |
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Stolen/Lost debit card |
You can permanently block your card and thus prevent unauthorized use. From here, you can also request a new card that will be sent to your personal address by mail. |
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Stolen/Lost debit card and stolen/lost phone |
If your debit card as well as your linked mobile device have been stolen or lost, please contact our support team as quickly as possible. The process will be explained to you during the call. You can reach our emergency hotline by calling the following number: +49 40 743 04198 |
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Didn't receive an SMS to set up the banking app |
If you are setting up our app on your mobile device for the first time or are switching mobile devices, then you should receive the TAN code required for verification via SMS. Should you find yourself unable to receive the TAN code after making sure that your device can receive SMS with no issue, then please get in touch with our support team. |
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Change the PIN for the Visa card |
When activating your Visa card for the first time, you'll get asked to choose your own PIN. Please proceed as follows if you'd like to change your PIN for security reasons:
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