Choose the right route
General question
Use the question form at the bottom of the homepage. It sends directly to admin@banqa.app.
Account support
Email support@banqa.app from the registered account address.
Privacy or deletion
Email support@banqa.app and clearly name the GDPR right or deletion request.
Security concern
Email support@banqa.app with the subject “Security report.”
Information that helps
- The email address registered to the Banqa account.
- The affected feature, bank or subscription channel.
- Dates, times, error messages and the result you expected.
- Screenshots with unrelated personal and financial information removed.
- For a complaint, the outcome you want.
Never send a bank password, PIN, TAN, one-time code, full card number or authentication secret. Banqa support does not need them.
Formal complaints
Put Formal complaint in the email subject and send it to support@banqa.app. Banqa will acknowledge the complaint, investigate the facts and reply on a durable medium.
Banqa’s target is to answer complaints involving a regulated account-information service within 15 business days. If exceptional circumstances prevent a final reply, Banqa or the responsible regulated provider will send a holding response explaining the delay and the final-response deadline required by applicable law. Other service complaints will be handled without undue delay.
This target does not falsely identify Banqa as the licensed provider. The final reply will state whether Banqa, finAPI, the bank, a subscription store or another provider is responsible for the issue.
Bank-connection complaints
Banqa intends to use finAPI’s PSD2 licence and Web Form as an unlicensed customer. If the issue concerns authentication, consent, unavailable accounts or data supplied through that flow, Banqa may need to forward the case to finAPI or identify the regulated provider so you can contact it directly.
Banqa will not ask for bank credentials as part of a complaint. Include the bank name and connection date, but remove account numbers except for the final four characters if needed for identification.
External escalation
You keep the right to use courts, consumer authorities and data-protection authorities available in your country. Privacy complaints may be submitted to the Italian Data Protection Authority or your local EU/EEA authority.
Banqa is not currently registered as an Italian payment institution. If it becomes independently authorised, this page will display the Banca d’Italia register number and the applicable Alternative Dispute Resolution procedure, expected to include the Arbitro Bancario Finanziario where legally applicable. Until then, payment-services escalation information must come from the regulated provider identified during the bank connection.
Urgent account or bank security
If money has moved or bank credentials may be compromised, contact the bank immediately using the number in the bank’s official app, website or card. Banqa cannot freeze a bank account or reverse a payment because it has no payment authority.