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.
How you can reach us
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.
Why chat support?
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.
Increasing our availability
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.
Find similar stories
By N26
Love your bank
N26 x Bolt — Get cashback on your rides
2 min read
Donate to Ukraine-Hilfe Berlin with N26
2 min read
2 min read
Related articles
These might also interest you
500.000 customers across Europe now trust N26 as their bank. That number means a lot to us and the best part is that we got here thanks to you. Find out here why.
What N26 will do to help in case of fraud
Security is the foundation of N26's DNA and a factor in everything we do – from training new employees, to choosing the tools and programmes that will continuously improve our processes.
N26 x Bolt — Get cashback on your rides
If you’re looking for smart mobility solutions in one app, then Bolt has you covered. And as an N26 customer, you can now claim up to 10% cashback on your rides.