Hi there, I’m Lisette from Bondora’s Investor Relations team. Every month, we round up all the most-asked questions we received from investors in one blog post. You can find all the answers to these top questions right here. It’s just another way we provide first-class customer service.
Let’s go through the top 5 questions we received from our investors in September:
1. Account: “My ID will expire soon. How can I verify the new one?”
To update your ID document, you will need to contact our investor relations team at support.bondora.com
Please fill out the customer contact form and share a copy of your new ID document. An Investor Relations associate will assist you further and update your document on your account.
Remember to ensure the ID document you upload meets our verification requirements.
2. Support: “Must I always write to support with the email address connected to my Bondora account?”
It is important that when you contact our support, you write to us using the email address you registered with.
In case you use a different email address, our Support team won’t be able to locate your account on the platform, and this will lead to unnecessary delays in solving your queries. Not only that, but it will also limit us from sharing sensitive information with you over such an email address.
So, please remember to always write to us from your registered email. This way, we can help you more efficiently.
3. Wallet: “I recently registered my account, but I can’t access Wallet. Why?”
If you joined Bondora after 24 August 2022, you wouldn’t have Wallet. Any money you add to your Bondora account will be directly added to your Go & Grow Unlimited tier for even easier, automated investing!
If you need further assistance, please contact our support team.
4. Account: “I got an error message, or some function didn’t work. Should I try again or contact support?”
Generally, we first recommend clearing the cache and browsing history and restarting the browser before trying it again.
If the error persists or the function still does not work, you can always contact our support team. To solve any issues as quickly as possible, always add a relevant screenshot of the error you receive and list all the things you have tried to solve it yourself.
5. Support: “I contacted Support to get help with verification – why does Support ask if I’ve had an account on Bondora before?”
Verifying your identity is vital in the authentication process, as the information you provide helps us protect your money and your account. Due to security reasons, our system cannot automatically verify a document and bank account previously verified on a Bondora account.
If our Support team notices that an account is already registered to your name – which has been fully verified – our team can reopen the old account for you.