How can we help?

On your device, encrypted by Face ID or fingerprint via the secure enclave. Bank28 servers never see it. If you reinstall the app, you'll need your 12-word recovery phrase to restore access — write it down and keep it offline.

No — and we're upfront about that. Bank28 is a non-custodial crypto wallet with a Visa card layered on top. Your funds are not deposits and are not protected by deposit insurance schemes (DGS, FSCS, etc.). They are protected by your seed phrase, which lives on your device.

Currently 60+ countries across the EEA, UK, Switzerland, and select Asia-Pacific markets. The full list lives in the app under Card → Region.

Not for the wallet. You can install Bank28 and start using it without ID verification. KYC (handled by Didit, Cyprus) is required only when you order a card or use fiat on/off-ramps.

No — and you should be wary of any non-custodial wallet that claims otherwise. Your funds are protected by cryptographic key custody, not insurance. The smart contracts that handle card spending are audited by Cyfrin and Hacken.

In the app under Settings → Help → Delete account. This is permanent. You may need to withdraw funds first, since deleting won't move them off-chain. AML record-keeping may require us to retain transaction logs for up to 5 years even after deletion.

Install Bank28 on your new device and choose Restore. Enter your 12-word recovery phrase. Your wallet, transactions, and any active cards reappear. If you don't have your recovery phrase, your funds cannot be recovered — not by us, not by anyone.

Email security@bank28.app — encrypted with our PGP key (fingerprint published at /security.txt) — or submit via Immunefi if our bug bounty is live. Critical findings receive payouts up to €25,000.