devices Online & Mobile Banking

I cannot remember my username or which email is on my account

Your username was chosen during your application and is confirmed in your welcome email. If that is gone, we can identify you securely through a support ticket.

Try these first

  1. Search your inbox for the welcome email from Optimal MetroHub Bank. It confirms the username you chose. Search for the bank name rather than the word "username".
  2. Check your password manager or browser for a saved entry against the banking domain.
  3. Try the password reset flow with your email address instead of your username — many accounts accept either.

If none of those work

We will not confirm whether a given email address has an account with us over an unverified channel — that protects you from anyone fishing for information. Instead, use the contact page or raise a support ticket. Our team will verify your identity using details only the account holder would know, and where necessary an identity document check, before restoring access.

Never post your account details, email address or a screenshot of the sign-in screen on social media asking for help. Accounts that reply offering to "fix" it are almost always fraudulent.

Did this not solve it?

Raise a support ticket from inside online banking and a specialist will answer with your account in front of them — or contact us if you cannot sign in.

Monday to Friday, 08:00 – 20:00 (CET). Card loss and fraud reporting is staffed 24/7.