Frequently Asked Questions

Click "Open Account" at the top of the page and complete our secure digital application. You'll need a government-issued ID such as a passport, driving licence, or national identity card, plus your tax identification number. The entire process takes approximately 10 minutes, and most accounts are approved instantly. A debit card will be mailed within 5-7 business days.

You'll need: (1) A valid government-issued photo ID such as a passport, driving licence, or national identity card. (2) Your tax identification number. (3) Your current residential address. (4) An initial deposit (amount varies by account type; our Free Current Account has no minimum). Everything can be submitted digitally - no branch visit required.

Yes. Refund Guides is a full member of the European deposit guarantee framework. Your deposits are insured up to EUR 100,000 per depositor, per ownership category. This includes current accounts, savings accounts, money market accounts, and fixed-term deposits. Coverage is automatic - there is nothing you need to do to activate it.

Log into Online Banking or the Refund Guides mobile app and navigate to "Transfers." Enter the destination account number (or select a saved recipient) and the amount. Transfers between Refund Guides accounts are processed instantly. External bank transfers (SEPA/wire) typically take 1-2 business days to complete.

Open the Refund Guides mobile app, tap "Deposits," then "Check Deposit." Take clear, well-lit photos of the front and back of the endorsed check. Submit, and you'll receive a confirmation. Checks up to EUR 5,000 are typically processed within 1 business day. Larger amounts may take 2-3 business days for compliance review.

Withdrawals to linked external bank accounts typically take 1-3 business days via SEPA transfer. Card-based withdrawals may process within 24 hours. Large or international withdrawals may be subject to additional verification review for your security. You'll be notified of any delays via email or in-app notification.

A Cost of Transfer (COT) code is an additional security verification code required for certain large or international wire transfers. If a COT code is required for your transaction, your assigned account manager will generate and provide it to you through our secure messaging system. Refund Guides will never ask you for a COT code via phone or email without prior initiation on your part.

Immediately freeze your card using the Refund Guides mobile app (tap "Cards" -> "Freeze Card"), then contact our Fraud Hotline at +49 69 1234 5678 (available 24/7). You can also report unauthorized transactions through Online Banking under "Dispute a Transaction." Under our Zero Fraud Liability policy, you will not be responsible for confirmed unauthorized charges reported promptly.

We use 256-bit TLS 1.3 encryption for all data in transit, AES-256 encryption for data at rest, multi-factor authentication on all accounts, AI-powered real-time fraud monitoring on every transaction, and continuous dark web monitoring for your personal information. We are also regularly audited by independent security firms and regulatory examiners. Visit our Security Center for full details.

Log into your Refund Guides account, go to "Loans" in the navigation, and click "Apply for a Loan." Choose your loan type, enter the requested amount and term, and submit. Most personal and auto loan applications receive a decision within one business day. Mortgage applications are reviewed within 2-3 business days. You can also apply at any branch location.

You can reach Refund Guides support through multiple channels: (1) Phone: +49 69 1234 5678, Mon-Fri 8:00-20:00 CET, Sat 9:00-17:00 CET. (2) Online Banking live chat - available during business hours. (3) Email via our Contact page. (4) In person at any of our 350+ branch locations. For urgent fraud or security issues, our fraud hotline is available 24 hours a day, 7 days a week.