Tips for Safeguarding Against Fraud and Malware

Your account security and personal data are our top priority. N26 uses powerful security features to protect you, keeping your data and device safe is a shared responsibility.

N26 uses advanced security technology to proactively detect malware on your device in real time. If our systems identify a high-risk malicious application, we will temporarily restrict access to the N26 app on that specific device to keep your account and personal data safe.

This block can happen when you log in, while you are using the app, or when you re-open it.

• Security checks on your device may occasionally take a few minutes, especially during your first login from a new device.
• To keep your funds and data safe, you won’t be able to view sensitive information or send money to new recipients from this device until the check is complete.
• This process usually takes only a few minutes.

To secure your account and restore access, you must remove the threat by uninstalling the suspicious app or running a security scan. In some cases, a factory reset of your device may be necessary. 

You can always continue to manage your account by logging in from a different, secure device.

N26 monitors for remote access tools that allow others to view or control your screen. While these are often used for legitimate technical support, they are also used by fraudsters to see your private information.

If we detect an active remote session, we will show you a warning to ensure you are aware of the sharing. For your protection, we use "anti-casting" technology: if you are sharing your screen, the person on the other end will only see a black screen when you open the N26 app, while you can continue to use it normally.

If you are sharing your screen with someone you don't trust, end the remote access session and disconnect the call immediately.

If you see a remote access warning, follow these steps to secure your device:

• Deactivate the remote control: Close any apps granting remote control rights or screen-sharing capabilities.
• Restart your session: Once the apps are closed, log out and log back into the N26 app.
• Wait for the system check: It may take up to 5 minutes for our security systems to complete the device check and for the warning to disappear.

Important security reminders:

• N26 will never ask you to install additional apps or share your screen.
• Our support team cannot manually remove this security warning for you; it must be cleared by the automated system check.
• We have also sent these instructions to your registered email address for your reference.

Recent reports have the following in common: 

1) Fraudsters send you a text message requesting you to call a phone number in order to resolve an issue with your account.

• N26 will never text you to request that you contact us via phone and never place outbound calls to customers unless these are arranged via the in-app Messages from N26 beforehand.
• Any N26 communication will be visible via the application.
• When in doubt, disengage and ask for a specialist in the support chat.

2) Fraudsters try to push you to download a new application outside the Apple or Google store.

• The only location to obtain the N26 app is via the Google Play store and the Apple App store.
• N26 does not have additional security applications.
• You do not need to download any additional applications to secure, certify, or use your N26 account.

3) Fraudsters try to push you to change your device's settings related to Security, Accessibility, or Developer Settings, to take control of your device.

• N26 will never require changes to these settings. Any instructions to change these settings should be cause for alarm.

If you suspect your device has a virus or malware, take these steps immediately:

• Run a security scan: Use reputable malware-detection software and update your antivirus.
• Update your software: Ensure your device’s operating system is running the latest version to receive the latest security patches.
• Report a scam: If you suspect a scam attempt, contact us via the support chat and ask for a specialist.

For more information on how to protect your device, refer to these resources:

• Do you have malware on your phone? Here's how to check (new tab)
• How to protect my account

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