Questions, answered
How the account works, what your card can do, what happens when something goes wrong. If you cannot find your answer here, the help page tells you how to reach a person.
How do I open a Reibanq account?
Choose your plan on the People or Business pages and select Open an account. You will be asked for a few details about yourself — or, for a company account, about your business — and for the documents required to verify your identity. Everything happens online; there is no paperwork to post.
Why do you need my ID and proof of address?
The identity of every customer has to be verified before an account can be used, and the check is run by Orenda FS B.V., which supplies and manages the payment services behind the account. It is a legal obligation that applies to every regulated payments provider in the EU, and it protects you as much as it protects the provider. You will be asked for a government-issued identity document and a recent proof of address. For a company account the checks also cover documents confirming the business and the people who own or control it.
Why do you ask for business documents as well?
Because on a company account the checks have to reach the business itself, not only the person opening it. That means the documents that establish the company, and evidence of who ultimately owns or controls it — which is not always the person sitting in front of the screen.
It comes from the same obligation as the identity check on an individual: a regulated payments provider has to know who it is dealing with, including where a company sits in a wider ownership structure. We ask for what we need and nothing beyond it, and if something is unclear we will come back to you rather than reject the application.
How long does an application take?
It depends on the documents. Company accounts usually take longer than personal ones, because there are more documents and more people to verify. If anything is missing or unclear we will come back to you rather than reject the application, so the fastest route is to send complete documents the first time.
A personal application is usually reviewed within one to two working days. A company application has no single figure, because it depends on how complete the documentation is.
Which plan should I choose?
On the People side there are two: Young, with no monthly cost for anyone under 35, and People, at €5.99 a month. On the Business side there are two: Young Entrepreneurs, at €6.99 a month for companies whose founder is under 35, and Business, at €9.99. Every plan gives you the same account and the same 38 currencies — what changes is the monthly cost and some of the per-operation fees. The full breakdown, line by line, is on the People plans and Business pricing pages.
What happens to my Young plan when I turn 35?
Your account moves to the People plan, at €5.99 a month. Nothing about your balance, your IBAN or your cards changes — only the plan and its fees.
Who can open an account?
Where you can open an account is decided by the list of jurisdictions our issuing partner accepts, which is not the same as the 180 destinations you can send a payment to.
Which currencies can I use?
The account is an IBAN in euro in your own name — or in your company's name for a business account. You can pay and get paid in 38 currencies in total, converted at the rate shown before you confirm.
How do I add money to my account?
Transfer from an existing account in your name to the details shown under your balance. Money sent in another currency is converted into euro when it arrives, at the rate applied on the day.
How do I convert between currencies?
Open your balance, choose the currency you want and confirm the amount. You will see the rate and the total before you commit. Conversion fees depend on your plan — they are listed on the People plans and Business pricing pages.
Where do I find my statements?
On the Transactions page. You can filter by date, currency, balance or transaction type, and download what you need as CSV or PDF.
Can I get a document proving the account is mine?
Yes. A proof of account states the account holder, the IBAN and the currency, and you can download it from the app whenever a landlord, an employer or a public office asks for one.
Do I get a yearly summary of what I paid in fees?
Yes. Once a year you receive a statement of fees: every charge applied to the account over the period, in one document. The fee for each operation is published in advance on the People plans and Business pricing pages, so the statement confirms what you already knew rather than announcing it.
How do I get money back out of a balance?
Send it to an account in your own name, the same way you would make any other payment. There is no separate withdrawal process — a balance is money you hold, and moving it out is a transfer like any other, charged according to your plan.
If you are closing the account, or if something about the balance means you cannot move it yourself, contact us at support@reibanq.com and we will confirm what is needed and where the funds should go.
How do I change my email address or phone number?
On a company account you can update your work phone number yourself, from your profile settings.
Your email address and the mobile number linked to your account work differently. They are what you sign in with and where security confirmations are sent, so changing them is exactly what someone who had taken over your account would want to do first. For that reason we make the change for you, once we are satisfied the request is really from you. Contact us at support@reibanq.com.
How do I update my profile?
From your profile settings you can add or replace your profile picture, and on a company account set your job title. Both are there for the people you share the account with — they change nothing about your cards, your balances, or how you sign in.
How do I manage the addresses on my account?
Addresses are in your account settings. This is also where the delivery address for a physical card comes from, so it is worth checking before you order one: a card already in the post cannot be redirected.
How do I change the marketing I receive?
In your account settings, under your communication preferences. You can change them whenever you like.
Turning marketing off does not stop the messages we have to send you about the account itself — security confirmations, changes to the terms, anything concerning a payment. Those are not marketing, and you cannot switch them off.
How do I close my account?
Contact us at support@reibanq.com. We will confirm what is needed and where any remaining balance should be sent. Withdraw or transfer your funds before you ask us to close, and cancel any cards linked to the account.
What kind of card is it?
A Visa debit card. Your card is issued by Orenda FS B.V. pursuant to licence by Visa, and works anywhere Visa is accepted.
What types of card can I get?
Three: a physical card, a virtual card issued to one named person, and a digital card you can add to a mobile wallet.
We do not offer a shared virtual card — one card used by several people. On a company account each person gets their own card, which is what makes a transaction traceable to whoever made it.
How do I order a physical card?
Sign in, go to Cards and choose Create card. Pick who the card is for, confirm the delivery address, and order. The card is charged according to your plan: on a company account it is a one-off €2.00 on Business and free on Young Entrepreneurs.
Can I order a card for someone else?
On a company account, yes, if your role allows it. When you order a card you choose who it is for, and it is issued in that person's name — which also means only they can see its PIN, whoever placed the order.
On a personal account, cards are issued to you.
How do I check where a card will be delivered?
The delivery address is confirmed when you place the order, and you can see it against the card afterwards in the Cards section. Check it before you order rather than after: once a card is in the post it cannot be redirected.
How long will my card take to arrive?
Between 7 and 14 days, depending on where you are and which courier serves your address.
How do I activate my physical card?
For your own security, only activate the card once it has physically reached you. Sign in, go to Cards, select the card that has arrived and choose Activate. You will be asked to confirm a detail from the card itself. Full step-by-step instructions are on our card activation page — the same address printed on the carrier your card arrived in.
Until you activate it, the card cannot be used. If a card arrives that you were not expecting, do not activate it — contact us straight away.
Can someone else activate a card for me?
On a company account, an Owner or Admin can activate cards on behalf of a cardholder. On a personal account, only you can.
How do I see my PIN?
Only the named cardholder can see their PIN. Go to Cards, select your card and choose View PIN. You will need to confirm your account password first, and the PIN is shown on screen rather than sent to you — we never send a PIN by email or text.
Can I change my PIN?
Yes, in the app. Go to Cards, select your card and change the PIN there. It cannot be changed at an ATM.
My PIN is blocked. What now?
Email us at support@reibanq.com and we will unblock it. A blocked PIN is not a cancelled card — the card itself stays valid.
My card is lost or stolen. What do I do?
Freeze it first, then tell us.
- Sign in, go to Cards, select the card and choose Freeze. This stops any new transaction immediately and takes effect straight away.
- Call us. +31 20 8080093 in English, +39 0312270177 in Italian, Monday to Friday, 9am to 5pm. Outside those hours, email support@reibanq.com — freezing the card is what stops the money, and you can do that yourself at any time.
- We will cancel the card permanently so it cannot be reactivated, and arrange a replacement.
Freezing is reversible; cancelling is not. If there is any chance the card is simply mislaid at home, freeze it and look — you can unfreeze it yourself. If you believe it has been stolen, or if you see a transaction you do not recognise, tell us rather than only freezing it.
Check your recent transactions as soon as you can. If any of them were not made by you, raise a dispute — freezing the card stops what comes next, it does not reverse what already happened.
How do I dispute a card transaction?
Start with the merchant. Most problems — an order that never arrived, a subscription you thought you had cancelled, a double charge — are resolved fastest by the business that took the payment, and you will usually get your money back sooner that way.
If that does not resolve it, or if you do not recognise the transaction at all, contact us at support@reibanq.com. Please have ready:
- the date and amount of the transaction
- the merchant name as it appears on your statement
- what went wrong, in your own words
- anything supporting it — order confirmation, cancellation email, tracking, or the correspondence with the merchant
If you think the transaction is fraudulent, freeze the card before you contact us.
We will review what you send and, where the case qualifies, raise it with the card issuer under Visa's rules. Not every disputed payment can be recovered — a purchase you regret is not the same as a payment you did not authorise — and we will tell you honestly which category yours falls into.
What does freezing a card do?
It stops the card being used, immediately and temporarily. Nothing else changes: the card keeps its number, stays linked to the same balance, and any recurring payments set up against it are simply declined while it is frozen. You can unfreeze it yourself at any time.
How do I cancel a card?
Go to Cards, select the card, open its settings and choose Cancel. This is permanent — a cancelled card cannot be brought back, and you will need to order a new one. Move any subscriptions billed to that card before you cancel it.
What does my card spend from?
Every card is linked to your account balance. Open Cards, select the card, and you will see which balance it draws from. A payment in another currency is converted from that balance, at the rates on your plan.
How do I see the transactions made on a card?
Select the card in the Cards section and its transactions are listed against it. You can also see everything together on the Transactions page and filter by card.
On a company account what you can see depends on your role: a cardholder sees their own card, while an Owner or Admin sees the account's.
Can I set spending limits?
Yes. On a company account, Owners and Admins can set daily, weekly, monthly and lifetime limits on a card, plus a cap on any single transaction. A payment that would breach a limit is declined at the till rather than partially approved.
Can I stop my card being used at ATMs?
Yes — open the card's settings and turn the ATM block on. You can switch it back off at any time.
How long is my card valid for?
The expiry date is printed on the front of the card.
Cards are valid for four years from issue.
Can I add my card to Apple Pay or Google Pay?
Yes. A digital card can be added to a mobile wallet and used to pay with your phone or watch.
How do I add someone to my account?
Go to People, choose Add people and enter their name, email and role. They will get an invitation by email. You can add someone now and invite them later if you would rather walk them through it in person.
Should I invite someone as soon as I add them?
Usually yes — adding and inviting is the same step, and there is rarely a reason to separate them.
Leave the invitation for later if you would rather set up their role and any card limits first, or hand it over in person. Until they accept, they have no access to the account either way.
What roles can I assign?
Every company account has exactly one Primary owner, and that role cannot be left vacant.
Seven in all: Primary owner, Owner, Admin, Payer, Viewer, Accountant and User. You choose the role when you add someone, and you can change it afterwards.
How do I remove someone?
You deactivate them rather than deleting them: go to People, select the person, choose Edit and then Deactivate. They lose access immediately, but their transaction history stays on the account — which is what you want for your records. You can reactivate them later if they return.
How do I see who is active and who is deactivated?
The People page lists everyone on the account with their current status. Deactivated people stay on the list rather than disappearing, which is deliberate: it keeps their past transactions attributable to a name instead of leaving gaps in your records.
Someone has not received their invitation.
Invitations expire after two weeks. Check the People page: if the invitation has lapsed, send it again. If it has not, ask them to check their spam folder before you re-send — and if it still does not arrive, contact us.
Can I use the People page on a personal account?
The People page exists for company accounts, where several people share one account with different permissions. On a personal account there is only you, so there is nothing to manage there.
How do I send a payment?
Go to Payments, choose the recipient — or add a new one — and enter the amount and currency. You will see the total, including any fee, before you confirm.
How do I add a recipient?
Go to Recipients, choose Add recipient and enter their account details. You will confirm the addition with a second factor, which is there to stop anyone who has your password from redirecting your money.
How do I edit or remove a recipient?
From the Recipients page: select the recipient to change their details, or delete them if you no longer need them.
Editing a recipient asks for a second factor, exactly as adding one does. That step is the point: changing the account number behind a familiar name is the quietest way to redirect someone's money, so it is protected the same way.
Deleting a recipient does not affect payments you have already sent them.
Can I schedule a payment, or set one to repeat?
Both. A scheduled payment goes out on a date you choose; a recurring one repeats on the interval you set — weekly, monthly, or whatever the arrangement is — until you stop it. Each one shows the amount and the fee before you set it up, and can be paused or cancelled any time before the processing window begins.
Can we pay a batch of invoices at once?
On a business account, yes. Load the payments, review the whole batch on screen with its total, and approve it in one step. Dual approval is available, and nobody can approve a batch they created themselves. Batch payments are a business-account feature; a personal account sends payments one at a time.
How long do payments take?
SEPA transfers in euro usually arrive the same or the next working day. International transfers depend on the destination, the currency and the time you send. Payments submitted outside working hours start processing the next working day.
SWIFT transfers are processed within 24 hours.
What do payments cost?
It depends on your plan and on whether the payment is SEPA or international. Every fee is listed on the People plans and Business pricing pages.
Which countries can I send money to?
You can reach recipients in 180 jurisdictions.
Is my money protected?
Your money is held separately from Reibanq's own funds through safeguarding. Accounts don't fall under a Deposit Guarantee Scheme — safeguarding is a different protection: your funds are kept apart, so they are not available to creditors and can be returned to you.
Who regulates the service?
Payment accounts, related payment services and payment cards are issued by Orenda FS B.V., a payments and electronic money institution authorised and regulated by De Nederlandsche Bank (DNB) to offer payment and electronic money services in the Netherlands and in the European Economic Area (EEA). Registered office: Joop Geesinkweg 201, 1114 AB Amsterdam-Duivendrecht, the Netherlands. Chamber of Commerce (KVK) registration number: 95349529. DNB relation number: R199952. You can check the Public Register here.
Reibanq B.V. is registered in the Netherlands, H.J.E. Wenckebachweg 123, 1096AM Amsterdam, registration number 83020209.
How do you keep my account secure?
Signing in needs more than a password: we use a second factor, and we ask for it again before anything sensitive — adding a recipient, viewing full card details, seeing a PIN. You can also sign in with a passkey, which replaces the password with the same face, fingerprint or screen lock you already use on the device. Card details are shown only to the people entitled to see them, and only after re-confirming who you are.
I think someone has accessed my account.
Change your password immediately, freeze any cards from the Cards page, and contact us at support@reibanq.com. Then check your recipients as well as your transactions: an attacker who wanted to move money would have needed to add a recipient first, and one left in place is a way back in.
We will never ask you for your password, your PIN, or a security code — by email, by phone or by message. If someone does, it is not us.
Ask us directly
If the answer is not here, the help page explains how to reach someone.