Help

Welcome to the Help section

Do you have questions or need support? This is where you can quickly and easily find answers to frequently asked questions, helpful information about our products and services, and immediate assistance for urgent issues.

Simply select the appropriate category and find the help you need.

Is everything clear? If not, we can help you.

Frequently Asked Questions
Opening an account
Current account
Debit card
Promotions
Emergency Assistance

The offer is provided by BBVA, a global banking group who have been operating for over 165 years. With over 77 million active customers in more than 25 countries and total capital of €769.3 billion, BBVA is one of the world's leading financial services providers. Stability, experience and international strength are the characteristics that set us apart.

No. BBVA does not work with this kind of agency. If you are asked to open an account for testing purposes, as part of a WhatsApp/text message job offer, or to receive payments for third parties, then this is a scam.

Please never share personal data, login credentials or other confidential information with third parties. Do not allow anyone to use your account for transfers, and do not make transactions on behalf of others. This may be considered money laundering in Germany and constitute a criminal offense.

Use your account solely for your own private purposes. If in doubt, always contact our Customer Service Team directly so that we can work together to ensure that your data remains protected.

To activate facial or fingerprint recognition:

Open the BBVA app and tap on "Security and Privacy" in the "Menu."
Select “Signature and access methods” and follow the steps to activate.

You can easily change your password yourself by following these steps:

Log in to your BBVA online banking or your BBVA App
Go to "Menu"
Click on your "Profile"
Select “Change password”

If you cannot log in to your account, use the option “Forgot password.”

This is how you unsubscribe from promotional emails such as the newsletter:

Open the newsletter
Scroll to the end of the message
Click on “Unsubscribe/stop receiving marketing”
Please note that you will no longer receive any advertising or marketing content. You will continue to receive relevant emails about your account and its features. If you want to deactivate all push notifications, you can do so directly in your BBVA app under "Settings."

Note: Cancellation may take up to 72 hours. In the meantime, you may continue to receive messages.

You can easily update your personal data.

This is how you change your address in your BBVA online banking:

Log in to your BBVA online banking and tap "My profile"
Select “Change address” next to your current address
Follow the instructions
Confirm the change, and you're done!

This is how you change your address in the BBVA app:

Log in to your BBVA App and go to the menu
Tap "Profile" directly under your name
Click on “Addresses”
Select “Change address” and follow the instructions
Confirm the change, and you're done!

You can also find detailed instructions in this video.

No, BBVA does not support the HBCI/FinTS process.

We rely on modern and secure solutions that meet current legal requirements – in particular the EU Payment Services Directive, PSD2.

It's simple to carry out banking transactions via our website or the BBVA app.

We also enable third-party providers such as financial apps or accounting software to access our data via our certified PSD2 interfaces.

BBVA (Banco Bilbao Vizcaya Argentaria, SA) is a member of the Spanish deposit guarantee scheme called Fondo de Garantía de Depósitos de Entidades de Crédito (FGD). This system protects deposits of up to €100,000 per customer and bank. (If you have multiple deposits, these will be added together – overall, the protection applies up to a maximum of €100,000).

Opening an account consists of two main steps:

Registration: Enter your personal data, select your card, set your login credentials and review the contract documents.
Video identification: You then confirm your identity via video identification. For this you will need a valid identification document and a smartphone with a camera.

In the following video, we will guide you step-by-step through the account opening process:

Yes, you have the option to select a suggested username or enter a custom name in the text field. For security reasons, it is not possible to use your email address as a username, as this can be more easily misused than a username you have chosen yourself.

For security reasons, our system only allows certain characters in passwords. Currently, characters such as @, #, % and & are not accepted.

If you use an automatically generated password, we recommend manually creating a password that meets the following requirements:

At least 8 characters
At least one capital letter
At least one number
No special characters

Video identification allows you to quickly and securely verify your identity, and it's really convenient to do via video chat.

All you need is a valid ID document and an internet-enabled smartphone with a camera. In just a few minutes, our partner WebID will guide you through the process, allowing you to confirm your identity without having to appear in person.

To open an account quickly, it is best to use your identity card as it contains your registered address. If it is not up-to-date, you can upload proof of address later.

If you have any problems using video identification, please contact BBVA customer service directly.

Based on German regulations, we need to verify your address.

For this reason, you will be asked to provide proof of address via the upload area.
Please follow the steps below:

Log in to your BBVA online banking or your BBVA App
Click on Profile (directly under your name)
Choose “Documents & certificates”
Click on “Upload” in the Documents category
Upload your proof of address

We are sorry that the video identification could not be completed successfully. In this case, you do not need to register again.

You can log in directly via the BBVA App instead. You will then be automatically redirected to video identification with WebID.

Please ensure that

your camera is shared (if applicable, in the app settings)
and that you have your username and password handy.

Interest
Save
Transfers

The annual balance interest is calculated on amounts of up to €500,000, with no minimum amount. Interest is calculated daily based on your account balance at the end of each day and credited monthly, minus applicable tax deductions.

interest rate advantage during the first 6 months: For the first 6 months after you have opened your account, the gross interest rate is 3% p.a. on your current account balance.

interest after the first 6 months: Once the promotional offer has expired, the interest rate depends on your average monthly balance and your account usage:

1.50% p.a. for an average monthly balance of up to €10,000
2.00% p.a. for an average monthly balance of more than €10,000
2.50% p.a. for a monthly income- or pension payment
2.50% p.a. for monthly payments with your BBVA debit card totaling over €1,500

The interest rates applicable after the first 6 months are updated quarterly. There is no guarantee that the current conditions will be maintained in the quarters to follow. Regardless, the interest rate will always be at least 25% of the European Central Bank's deposit rate.

Important instructions

Only payments to the BBVA current account that are marked as income or pension payments with a corresponding transfer key (wage/salary or pension) are considered income or pension payments. Transfers from one's own account and transfers from private individuals are not taken into account.

Every payment made with the BBVA debit card is considered a card transaction. Excluded are payments made in connection with fees to the credit of financial companies and banks, cryptocurrencies, gambling and betting, payments to debt collection agencies, and cash withdrawals.

Interest is calculated monthly and credited directly to your BBVA current account in the first few days of the following month – less any applicable taxes, depending on your individual situation.
Please note that if you open your account in the last 5 days of a month, the interest for those days will not be credited until the following month.

Here is an example to explain:

A: You open your account on the 5th. January. Interest payments for January will be made in the first few days of February.
B: You open the account on the 30th. January. The first interest payment will be made in the first days of March, with interest from the last day of January and the entire month of February then paid into your current account.

It's easy to view the details of your current interest rate in your BBVA app. Here, you will find an overview, the interest from the last month, and any credit that is currently pending. You can access the current interest rate in the “Interest Details” section.

Follow these steps to view the details of your interest rate in the app:

Open the BBVA App
In the overview, click on “Current account”
This is where you will be able to see your “Pending credit”
For more information, click on “Show details”

The interest is calculated by multiplying the account balance at the end of each day by the applicable interest rate.

What is the applicable interest rate?

The actual interest rate during the first 6 months is 3% per year. For a year with 365 days, the daily interest is calculated as follows: 3% × 1 / 365.

Example: If the account balance on a given day is €10,000, the daily interest rate is: €10,000 × 3% × 1 / 365 = €0.82

For details on interest rates after the first 6 months, see the FAQ"What does the BBVA current account have for an interest rate?"

How is the monthly interest calculated and paid out?

The monthly interest is calculated based on the sum of the daily interest for the respective month.

Interest is paid out monthly on the first business day of the following month. That means that Once the calendar month has concluded, the account balance at the end of each day of the month is determined and multiplied by the applicable interest rate. For example: If the account balance in a month with 30 calendar days is €10,000 from the 1st to the 10th day, and €20,000 from the 11th to the 30th If the account balance on a given day is €20,000, the (gross) interest rate is: 10 days × (€10,000 × 3% / 365) + 20 days × (€20,000 × 3% / 365) = €41.10.

After calculating the gross interest, tax is withheld (according to your terms), and the result is the net interest you receive.
You can find more information in our YouTube video.

Once your initial promotional interest period (6 months, for example) has expired, 3% p.a. you will automatically receive a variable interest rate that applies to both your current account and the Savings Box.

Once the promotional offer has expired, the interest rate depends on your average monthly balance and your account usage:

1.50% p.a. for an average monthly balance of up to €10,000
2.00% p.a. for an average monthly balance of more than €10,000
2.50% p.a. for a monthly income- or pension payment
2.50% p.a. for monthly payments with your BBVA debit card totaling over €1,500

Important instructions

The interest is paid on the balance of the BBVA current account plus the balance of the online savings account, provided it is active.
Interest accrued will be credited in full to the BBVA current account.

You can easily transfer money back and forth between your main account and the Savings Box. The process is the same as for a normal transfer.
Log in to your BBVA online banking.

Click on "Menu"
Select "All functionalities"
Enter the requested data under “New transfer”
Select your current account or Savings Box as the source
Under "Target account" you will find the item "My account." Here you select the other one.

The highly user-friendly Savings Box is integrated directly into your current account, without a separate IBAN. This way you can simply put your money aside without having to go through the hassle of transferring it, and it still works to your benefit.

Interest is paid on your entire balance, both in your current account and in your Savings Box. The savings box is not a separate account, but part of your BBVA current account.

The default limits for transfers are as follows:

SEPA standard transfers:
- €100,000 per transaction and per day
- €700,000 per week.
SEPA real-time transfers:
- €5,000 per transaction,
- €5,000 per day.

Important to keep mind: The total amount per day for standard and SEPA instant payments is €100,000. So in one day €95,000 per standard payment and an additional €5,000 per SEPA instant payment.

You can adjust your transfer limit up to the relevant maximum amounts directly in the App.

To make the adjustment, select: Menu > All features > Change transfer limits.
(This feature is only available in the BBVA App (iOS and Android), not in online banking via the browser.)

For security reasons, the change is confirmed through biometric authentication (e.g. face ID or fingerprint) or approved via click.

If you would like to immediately increase your limit to over €100,000 (standard transfer) or over €5,000 (SEPA instant payment), please call us from your verified phone. This way we can make the adjustment directly.

The duration of a transfer varies depending on the type of transfer and the banks that are involved. While standard transfers usually take 1 to 2 working days, SEPA real-time payments will arrive in your account within a few seconds.

At BBVA, you can make transfers around the clock using the BBVA app or your online banking. In addition, the BBVA current account offers many other free services that allow you to efficiently manage your finances.

You can easily set up any transfer as a scheduled transfer.

Log in to your BBVA online banking or your BBVA App
Click on "Menu"
Select "Complete a transaction"
Enter the requested data under “New transfer”
Select your current account as the source
Enter new data or select an existing target account
Select "Scheduled transfer" as the type of transfer
Enter the desired target date

Note: Please note that the target date is the execution date; depending on the bank, it may take 1-2 business days for the money to reach the recipient.

Click on the transaction in your online banking or in the app to see the transfer details. You will immediately see the sender displayed there.

If you are looking for a specific person, you can use the search function.

To do so, click on “Current account”
Choose “Search activities”
and enter the name in the “Keyword” field.

Your BBVA account can only receive payments in euros (EUR). Unfortunately, transfers in other currencies are not possible.
Should we nevertheless receive a transfer in a foreign currency, it will be rejected, as it does not comply with the account terms and conditions. This may take a few days.

Click on "Menu." Select "All functionalities." Enter the requested data under “New transfer.” Select your current account as the source. Enter new details or select an existing target account. Choose “Standing order” as the transfer type.

A different method:

Go to current account
Show more (three dots)
New transfer
Enter the requested data under “New transfer”
Choose “Standing order” as the transfer type
Click on "Menu"
Select "All functionalities"
Enter the requested data under "New transfer"
Choose “Standing order” as the transfer type

For cash withdrawals without a physical card, BBVA offers two options in retail stores:

With Cash via App you can easily withdraw cash for free at participating supermarkets. Generate a barcode in the BBVA app, show it at checkout, and withdraw the desired amount.

Cash via App is currently available in Germany at the following retail partners:

REWE
Rossmann
dm
Toom
Barbarino
Billa
Bipa
Ludwig
Billa Plus
Eckert
SBB
Nkd
Adam's
Budni
On Express.

You can also withdraw cash for free when paying with your digital debit card at the checkout. A minimum purchase is required, which varies depending on each partner. Simply enter the desired withdrawal amount when you are paying.

You can view your PIN directly in the BBVA app.

You can find an overview under Cards in the BBVA app:

Choose your debit card under “Cards”
Click on “Show data and CVV”
You can access the PIN via the eye symbol

Enter the code you receive via SMS to confirm the transaction. Due to security reasons, the PIN is only visible for 10 seconds.

For security reasons, here at BBVA, we do not print the CVV (security code) and card number on our cards. This means that the card cannot be used fraudulently should you ever lose it.
You can quickly and easily access both pieces of information on the home page of your BBVA app.

It's easy to add your BBVA debit card to your digital wallet. Even if you don't find us in the list of available banks, you can still add us:

Open the Wallet app on your device:

Tap the plus sign at the top right.
Select debit or credit cards.
Scroll down and tap "Add another card".

You can now either take a photo of your BBVA debit card or enter the card details manually.

The “Refer a Friend” program gives you the opportunity to receive up to €240 in credit when you invite your friends to join BBVA.

Are you happy with your BBVA account?

Then invite your friends and receive a €30 credit for the first 8 friends that you refer. In total, you can earn up to €240. Those who were referred receive a €40 credit.

The reward will be paid out as soon as the person you invited has completed all the required steps.

First, your friends need to register as a BBVA customer using your referral code. They then need to make a purchase using their digital or physical BBVA debit card within 90 days of registration, with no minimum purchase amount required.

Here is an overview of all the steps:

You can find your referral code in the app in the "Menu" under “Promotions”
Now share your code with friends, family or colleagues
The people you refer then use your code when opening an account and successfully complete the process
The person you have referred then makes their first transaction using the BBVA card (no minimum amount required)
€30 will be credited to your current account and the person you refer will receive €40 in their BBVA current account.

BBVA cashback is a reward system that gives you back a specific percentage of the amount you spend when you go shopping – this applies to payments that you make with both your physical and your digital debit card. You therefore don't get points or anything similar, but instead receive real money into your current account.

The cashback is automatically activated when the BBVA debit card is used for the first time. The first transaction must be completed within 90 days of opening the account.

The customers who have opened an account since August 1, 2025, 3% of any purchase made with your debit card will be credited directly to your BBVA current account – up to a maximum monthly purchase amount of €350. This means you can receive up to €10.50 per month – this is a promotional offer. You can view your individual cashback terms and conditions at any time under "Promotions and Benefits" in your app or online banking.

Excluded from cashback are:

Fees charged by financial institutions (PayPal, Satispay, etc.)
Gambling
Cryptocurrency
Payments to debt collection agencies
Cash withdrawals

The cashback amount you have accumulated will be credited directly to your current account. The credit will be made each month, on the calendar day on which the cashback was first activated. If this date falls on a weekend or public holiday, the credit will be issued on the next working day.

Example: Your cashback was activated on the 16th of the month, so you will be credited with the cashback amount on the 16th of the following month (or on the next working day).

Don't worry, it may take some time for the cashback relating to the purchase to appear. Please give us some time and check your card payments again the next day, either in your current account or in the 'Debit Card' section. Your purchase should then show a '3% cashback' bonus. This makes it easy to see which purchases have been taken into account for the cashback.

First, you need to block your card in your online banking at bbva.de, via the BBVA app, or the BBVA hotline at +49 69 58 996 454. You can choose one of these two options:

Block card:

If you block your card, you will receive a new card with the same contract and the same PIN as the old one. However, this new card has a different PAN (Primary Account Number) and does not show the blocked card's previous transactions.

Card on/off:

You can also temporarily deactivate your card and reactivate it later. This allows you to limit the use of the card without having to permanently block it or apply for a new card.
To ensure that all your transactions are correct, please review your account and card transactions. If you notice anything suspicious, send a fraud report via your personal area at bbva.de, via the BBVA App, or call the BBVA hotline at +49 69 58 996 454.

In order to increase the security of your account and prevent possible fraud, you can deactivate active push notifications. In this case, security notifications will no longer be sent via text to your phone when you execute a process.
Remember: When you get your device back, you can access the app again using your login credentials.

If you suspect someone has access to your data, change your password immediately to protect your account.

You can change your password as follows:

Change your password by clicking on "Change password."
Call the BBVA hotline at +49 69 58 996 454.

If you create a new password, the old one will become invalid.

To ensure that all your transactions are correct, please review your account and card transactions. If you notice anything suspicious, send a fraud report via your online banking at bbva.de, via the BBVA App, or call the BBVA hotline at +49 69 58 996 454.
Finally, we recommend that you check whether your personal data and contact details are correct.

BBVA will block your card if a security breach is detected. This is done to prevent fraudulent transactions. You may not notice any unusual activity, but we know that your card details have been compromised and have blocked your card for your security.

We will automatically send you a new card via the address you provided.

If you urgently need the card, you can contact BBVA via your online banking at bbva.de, via the BBVA app, or call the BBVA hotline at +49 69 58 996 454.

At BBVA, we temporarily block your card if we detect unusual behavior and suspect that your login credentials have fallen into the hands of third parties. To ensure the security of your account, we restrict all card transactions in such cases by blocking online and store purchases.

In order to securely reactivate your card, you can contact BBVA via your online banking at bbva.de, via the BBVA App, or call the BBVA hotline at +49 69 58 996 454.

If we detect suspicious online transactions, we will temporarily block your ability to make online purchases for security reasons. You can continue to use your card in stores.

If the suspicious transaction was not made by you, the card will be permanently blocked and a new card will be sent to the address you provided to us.

However, if there is no risk because you carried out the transaction yourself, the card will be reactivated.

In order to securely reactivate your card, you can contact BBVA via your online banking at bbva.de, via the BBVA App, or call the BBVA hotline at +49 69 58 996 454.

We have detected an access attempt from an unusual location. For security reasons, we will inform you about the access attempt and ask you to tell us whether you have accessed your account yourself or whether someone else is trying to gain access.

If you have not logged in, please change your online banking password immediately in order to protect your account. As soon as you create a new password, the old one will become invalid.

You can change your password via one of these options:

Change the password by clicking on "Change password."
Call the BBVA hotline at +49 69 58 996 454.

To ensure that all of your transactions are correct, please review the most recent ones made via your account and cards. Should you notice a suspicious transaction, please report the suspected fraud via your online banking at bbva.de, via the BBVA app, or call the BBVA hotline at +49 69 58 996 454.

Finally, we recommend that you check whether your personal data and contact details are correct.

If you notice a transaction that you do not recognize, report the suspected fraud via your online banking, the BBVA App, or call our customer service team at +49 69 58 996 454.

Discover the BBVA app

Welcome to the Help section

Is everything clear? If not, we can help you.

Who is behind the account offer?

I was contacted by an agency claiming to work for BBVA. They wanted to test the account opening process. Can I trust this inquiry?

How do I activate FaceID or fingerprint recognition?

How can I create a new access password?

How do I deactivate promotional emails?

How can I change my address?

Can I use the HBCI/FinTS process with BBVA?

What does BBVA offer for deposit protection?

Video: How do you open an account?

Can I choose my own username?

Why can't I use special characters in my password?

How does video identification work (which documents do I need)?

I completed video identification with my passport and my access is restricted or blocked. What should I do?

What can I do if the video identification unexpectedly stops?

What interest rate does the BBVA current account offer?

When will the interest be paid out?

How can I see details about the interest rate on my current account?

How are interest rates calculated?

What happens to my interest rate when the promotional interest rate ends?

Is the BBVA current account balance the only one that earns interest?

How can I make transfers from my main account to my savings box, and vice versa?

Is the Savings Box part of your current account?

Will the balance in my savings box earn interest?

How can I increase the transfer limit?

Why is my transfer delayed or not visible?

Where can I schedule a transfer for a specific date?

How can I see the sender of a received transfer?

Is it possible to receive transfers in foreign currencies?

How do I set up a standing order?

How can I withdraw cash without having the physical card?

Where can I find the PIN for the card?

The BBVA card does not have any printed numbers such as a security code or card number. Where can I quickly access this data?

How do I add my BBVA debit card to my digital wallet?

What is the “Refer a Friend” program, and when will I receive my reward?

What conditions must be met for my friends and I to receive the bonus?

What is cashback, and how does it work?

When will my cashback be credited?

I just made a payment, but I don't see the cashback in my account. What should I do?

My wallet was stolen or I lost it.

My phone was stolen or I lost it.

Someone has gotten a hold of my login credentials.

BBVA has blocked my card.

BBVA has temporarily blocked my card.

BBVA has blocked online purchases with my card.

BBVA has detected an access attempt from an unusual location.

I want to report a case of fraud.