Customer support at N26

As a digital bank, we know how much customer service matters. This is how we keep improving ours.

2 min read

Customer service isn’t optional for a bank, it’s essential. Being 100% digital with no physical branch locations, our Customer Support team is the strongest link between us and our customers.

Our goal is to provide the most reliable customer service in banking globally, so we’re investing heavily in our support team.

This year, we've increased the weekly training hours for our Customer Support specialists to ensure they're kept up to date, and are empowered with the relevant knowledge and skills to answer all of our customers' questions. We continue to review and refresh our Support Center to provide information and updates, and offer answers that are quick and easy to find.

If you need to talk to us, you can reach one of our agents through our N26 website, or by using the chat function in the app. We’re available from 7am to 11pm CET, every day. Need to talk to us outside of these hours? You can also send us an email or reach out to Neon, our automated N26 Chatbot—24 hours a day.

Neon uses artificial intelligence to understand questions and provide the right answers. It can handle simple queries, and offers 24/7 support to help you in urgent situations when no agent is available. Within opening hours, Neon also offers the possibility at any point in time to escalate to an agent, if you feel like human intervention is necessary to solve your case.

In urgent cases, such as suspected fraud or account security issues, you can also request a call back from one of our support agents. You will then receive a call from us within one hour of your request. If you need to block your card outside of our Customer Support you can currently do so via the app, our website or contact us via email.

With instant access to chat support in the app, customer feedback revealed that most customers find the chat function to be the easiest and most convenient way to reach us. On our side, chat allows our agents to offer the quickest and most efficient service, while still reviewing each case individually.

We’re taking the recent feedback about our customer service availability seriously, and we’re committed to further improving our service. We've also implemented an automated emergency service that allows customers to block their card in case they don’t have access to their account anymore—all without needing to contact Customer Support.

We look forward to continuing to offer you an excellent customer experience.

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