The 5 common questions from investors in August 2019 – Answered by Kairi


Kairi joined Bondora more than five years ago when there were fewer than ten people in the company. Starting as an assistant, Kairi has worked across several departments within Bondora and—as a result—knows the business inside and out. She’s now leading our Associate’s team and strives to give first-class customer service to all of our investors.

Top questions from investors

1. How do you keep my account safe?

This is something we take very seriously. At Bondora, the safety of your account is a priority for us.

We’ve implemented a 2-factor authentication process which is an extra level of security for your account. It means that all account transactions and personal details changes need to be confirmed with an additional security measure, for example, a unique SMS PIN code sent to your registered mobile number.

Also, money can only be withdrawn to account holder’s personal bank account after the account is fully verified. These are some of the measures we’ve added to ensure safety of user accounts at Bondora.

2. Why I can’t withdraw to my bank account when I have paid in via it – the option is not available?

If you have deposited to your Bondora account via your credit card (in addition to the bank transfers), we always need to send your money (when you make a withdrawal) to the card first – via the same method and for the amount originally deposited from it. This is standard procedure for most financial companies and credit card payments.

After the full amount received from the card has been transferred back to it, the bank transfer option (SEPA) will be available on your account – then you can make withdrawals to your bank account.

This helps us prevent fraud.

3. I received a message that my withdrawal to my card failed. It’s because the card has expired. What happens now?

If the refund to the card fails then the withdrawals will be redirected to your bank account by the system automatically, if your bank account is verified. Otherwise, the funds come back to your user account. If you haven’t yet verified your personal bank account, please do so to avoid any unnecessary delays with payments.

4. I made a payment to my account, but forgot to add my personal reference number. Is this a problem? Will the transfer still arrive to my account?

The reference number helps us to easily identify your payment, making sure that it goes through smoothly. If you made a payment and it hasn’t arrived within 3 business days, please contact our support via [email protected] and provide a payment confirmation (e.g. a bank statement) with your name and details about the payment on it. Our team is happy to assist and help to match the payment to the correct account.

5. Is there a limit how much I can invest via Go & Grow?

You can invest from €1 with Go & Grow, but there’s no limit to the amount you can invest. This means you can invest as much as you would like and then compound your returns over the years to earn even more. Learn more about Go & Grow

In case you have any further questions, please don’t hesitate to contact us—our team is happy to assist you in any way. You can email us at [email protected] or (during business hours, Mo-Fr: 9–17 EET) reach us by phone at +44 1568 6300 06.