To protect your personal data and your money, we use the same security standards as other banks. For logging into your account, two-factor authentication is required. This allows you to add a second level of security to your account, protecting it in the event of your password being hacked..
Never share your account password with anybody. Frequently change your pin code .
If you believe your account may be compromised, first change your password, then there are some actions you can take in different situations:
What should I do if I spot a suspicious transaction on my account?
If you notice a suspicious transaction, refer to our article on How to dispute a transaction?
Then contact our Customer Support team, either directly through the Nefuza app, or by emailing support@Nefuzacom.
If you’d rather speak on the phone, you can request this during the chat. We’ll arrange a callback within the hour so we can discuss the matter further with you. Once in contact with one of our agents, please thoroughly explain the situation to us. Every detail here is important. Please be assured that we’ll take all necessary measures to assist you in this situation.
In addition to our legal obligations for fraud prevention, and in order to continually improve our security safeguards, we have a dedicated team who analyzes each fraud case individually. The fraud cases themselves are often relatively complicated and have to be dealt with in detail. Depending on the complexity, this can take a few days, but in some cases it can take several weeks.
Finally, if you have evidence or strong feelings that the account might have been hacked, we recommend that you file a police report as well.
What should I do if I’ve lost my card, or believe that my card details may have been compromised?
If your Nefuza card has been lost, stolen or you believe your card details have been compromised, you should lock your card immediately in your Nefuza app, and reorder a new one to keep your money safe.
What if I’ve lost my paired device? Could someone access my account?
If your paired device is lost or stolen, rest assured that your Nefuza app can only be accessed when the right password is entered, or with fingerprint or facial recognition. Our customer service team will be able to assist you in pairing a new device to your Nefuza account when you have one.
Where can I learn more about security at Nefuza?
To learn more about how we protect your account in case of fraud, visit our blog article. Visit our page about Security at Nefuza to discover our commitment to protect your funds and your account.
Chat is available everyday from 07:00-23:00 including Sundays and bank holidays.
If you do not have access to your Nefuza mobile app or your Nefuza webapp login, you can also request to block your card or account by calling us at +44 2035 107126 or +49 303 6428 6881 (both lines in English) .
Yes it is possible to close your account by following the procedure indicated in terms and conditions
A fraudulent practice of sending emails claiming to be from reputable companies in order to trick individuals into revealing personal information, such as passwords and credit card numbers
Make sure you are on Nefuza.com website on in our app ; then change your Pin code and contact us by email
This is the code chosen during registration.
The confirmation PIN is the code you use to confirm transfers or any other transactions you make from your Nefuza app. If you aren’t sure what it is, remember that you created your own confirmation PIN when you paired your smartphone with your account for the first time.
If you’ve forgotten your PIN code or want to change it, you can do so at any time. Simply follow these steps:
If you enter your Confirmation PIN incorrectly 6 times in a row, you'll have to reset it before trying again.
For security reasons we don’t accept any PIN containing elements of your birth date, address, or any combination of repeated digits or numerical sequences, such as 1111, 1234 or 4321. If the number you chose fails, please try again with a different combination.
Remember that your confirmation PIN is not the same as your debit card PIN, although you can certainly choose the same PIN code for both if you wish.
A pairing code is required to connect your smartphone to your account. If you didn’t receive this code via SMS for whatever reason, you can request a new one up to five times in the mobile app. Please wait 30 seconds before requesting a new one.
If all five codes are requested and pairing is still unsuccessful, then for security reasons you’ll be blocked from making further requests for 24 hours. If this happens, you can either wait or contact our Customer Support via chat - who would be happy to help you.
If your country code is outside of the EU, it’s likely that you’ll need to contact us to receive a pairing code.