What happens after I raise a ticket?
Your ticket is triaged and assigned. You can follow it under Support → My tickets and reply directly in the thread.
Following your ticket
Sign in and open Support → My tickets. Every ticket shows its status, the full conversation, and any attachments from either side. Replying in the thread keeps everything in one place — please do not open a second ticket for the same issue, as it splits the history and slows things down.
What the statuses mean
- Open — received, awaiting triage.
- In progress — assigned and being worked on.
- Awaiting your reply — we need something from you before we can continue.
- Resolved — we believe it is fixed. Reply if it is not.
- Closed — no further action expected.
Indicative response times
| Priority | First response |
|---|---|
| Suspected fraud or account compromise | Immediate — phone us, do not rely on a ticket |
| Card or access issue blocking you | Within a few working hours |
| Transaction query or trace | 1 working day for the first response |
| General enquiry | 1–2 working days |
Traces, disputes and chargebacks take longer to conclude because they depend on other banks and card schemes. We update the ticket at each stage rather than leaving it silent.
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.