My Account

Application

• I have a bad credit score, can I open an account?
• How many accounts can I open maximum?

Online account

• ★ What is a "pending" transaction?
• How to create an app on my mobile phone?
• How to see and update the devices allowed to login to my online account?

Transfers

• ★ What are the cut-off times and bank holidays?
• In which currencies and countries can I send and receive bank transfers?
• I have not received a bank transfer
• How and until when can I cancel an outgoing transfer?
• Can I send/receive transfers in a foreign currency or outside the SEPA zone?

Direct Debits

• How to reject a direct debit?
• How to blacklist a creditor?
• Can I receive B2B (inter-enterprise) direct debits?

Business Account

• Which legal forms are accepted?
• What is a ultimate beneficial owner (UBO)?

Personal Data

• I have forgotten my password
• I have forgotten my username
• Is my account registered in the national account register?
• How to update my phone number?
• How to update my contact details?

Referral programme

• How does the referral programme work?
• My referral has not been taken into account

General questions

• ★ Transfer of my account from Raphaels Bank (UK) to Sogexia SA (Luxembourg)
• ★ My IBAN has been refused, what can I do?
• ★ What are the fees and limits applied to my account?
• ★ Can I issue or receive a check?
• How do the inactivity fees work?
• Can I deposit cash?

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