Contact Fidor Bank: Phone, Customer Service and Complete Guide Key Facts

• Customer service phone: 3333361284
• Service hours: Monday-Friday, 9am-6pm
• Languages: French, English, Spanish
• Contact methods: Phone, Email, Mobile App, Live Chat

About Contact Fidor Bank: Phone, Customer Service and Complete Guide

Contact Fidor Bank: Phone, Customer Service and Complete Guide

Looking to contact Fidor Bank by phone or reach their customer service? This comprehensive guide provides all the information you need to get in touch with Fidor Bank, a pioneering German neobank founded in Munich in 2009. Whether you want to get the Fidor Bank phone number, learn about fees, understand the features or read customer reviews, this article covers all topics related to this digital banking institution. For any request, the main contact method is via the online portal at fidor.de, the preferred channel for reaching an advisor.

1. Background and History of Fidor Bank

The origins of a pioneering neobank (2009-2012)

Fidor Bank was founded in 2009 in Munich, Germany, by Matthias Kröner, a digital finance visionary who wanted to reinvent the banking relationship. At a time when the 2008 global financial crisis had deeply shaken consumer confidence in traditional banks, Fidor Bank neobank was born with a revolutionary ambition: to create a fully online, participatory and transparent bank. The Fidor Bank phone number was never the main contact channel, as the bank had bet from the start on a 100% digital model where contact is made via the online portal.

The concept of Fidor Bank rested on a bold idea for the time: a banking community where customers could actively participate in shaping the bank's products and services. This community-based approach, called "Community Banking," allowed users to vote on interest rates, propose new features and interact directly with the bank's management. Fidor Bank's model was thus fundamentally different from that of traditional German banks like Deutsche Bank or Commerzbank.

From its earliest years, Fidor Bank distinguished itself with its avant-garde technological approach. The bank was one of the first financial institutions in Europe to offer an open API (Open Banking API), allowing third-party developers to create applications and services connected to Fidor's banking infrastructure. This philosophy of technological openness positioned Fidor Bank as a precursor to the Open Banking movement that would spread across Europe several years later with the PSD2 directive. For any questions about the bank's history, users could contact Fidor Bank via the dedicated online portal.

European expansion and the Ripple partnership (2013-2015)

Between 2013 and 2015, Fidor Bank experienced a significant expansion phase. In 2013, the bank made financial history by becoming the first bank in the world to integrate the Ripple protocol (now known as the XRP Ledger), enabling near-instant international transfers at low cost. This historic partnership with Ripple Labs made Fidor Bank a global reference in the adoption of blockchain technologies by the traditional banking sector. The Fidor Bank international transfer via Ripple represented a major breakthrough in terms of speed and costs.

In 2014, Fidor Bank was also a pioneer in integrating cryptocurrencies, allowing its customers to buy and sell Bitcoin directly from their bank account. This feature, revolutionary for the time, attracted a tech-savvy clientele and reinforced Fidor Bank's reputation as Germany's most innovative bank. Fidor Bank's customer service was then primarily accessible via the online portal, in line with the institution's digital philosophy.

In September 2015, Fidor Bank launched its services in the United Kingdom, obtaining a UK banking licence and opening its doors to UK residents. The British expansion aimed to replicate the success of the German community model in the English-speaking market. The Fidor Bank customer service phone line remained a secondary concept, as the bank systematically favoured digital channels such as live chat and the web portal for customer support.

Acquisition by Groupe BPCE (2016)

In July 2016, a major turning point occurred in Fidor Bank's history: French banking group BPCE (Banque Populaire Caisse d'Épargne), France's second-largest banking group, announced the acquisition of Fidor Bank for approximately 100 million euros. This acquisition aimed to enable BPCE to accelerate its digital transformation by leveraging Fidor Bank's technological expertise and culture of innovation.

Founder Matthias Kröner remained at the helm of Fidor Bank after the acquisition, ensuring continuity in the company's strategic vision. However, integration within the BPCE group would prove more complex than expected, as the corporate cultures — that of an agile fintech startup and that of a large traditional French banking group — were fundamentally different. Customers wishing to obtain information about changes related to the acquisition could contact customer service via Fidor Bank's online portal.

Difficulties and the founder's departure (2017-2019)

The years 2017 to 2019 were marked by growing internal tensions within Fidor Bank. The culture clash between the Munich fintech's agile approach and BPCE group's bureaucracy generated significant friction. In 2019, Matthias Kröner, the charismatic founder of Fidor Bank, left the company amid strategic disagreements with the French parent company.

Meanwhile, Fidor Bank announced on 1 July 2019 the suspension of its UK services, effective 15 September 2019. Brexit-related uncertainties were cited as one of the main reasons for withdrawing from the British market, although internal sources mentioned deeper operational difficulties. For affected UK customers, Fidor Bank had set up a transition process accessible via the online portal.

During this period, the Fidor Bank phone number was a frequently asked question from concerned customers, but the bank maintained its policy of primarily digital contact via the online portal at fidor.de. BPCE's attempts to sell Fidor Bank in 2018 were unsuccessful, with no buyer willing to take over the institution.

Definitive closure (2023)

In February 2023, Fidor Bank informed its customers that their accounts would be closed and that the bank would permanently cease operations during the year. This announcement marked the end of a 14-year adventure for one of Europe's most innovative neobanks. Customers were redirected to Check24, a German financial comparison platform, to find banking alternatives.

The liquidation of Fidor Bank was a gradual process. All customer accounts were closed, funds returned, and the banking licence was surrendered to the German regulator BaFin. The closure of Fidor Bank illustrates the challenges faced by pioneering neobanks when absorbed by traditional banking groups that do not always manage to maintain the original spirit of innovation. For any questions relating to the closure, contact was exclusively via the online portal.

The legacy of Fidor Bank

Despite its closure, Fidor Bank's legacy remains considerable in the European fintech landscape. The Munich-based bank paved the way for many innovations that are now industry standards: Community Banking, Open Banking API, cryptocurrency integration, and the partnership with Ripple for international transfers. Neobanks like N26, also founded in Germany a few years after Fidor, benefited greatly from the groundwork laid by this pioneer. Fidor's technology arm, known as Fidor Solutions, continues to exist as a Banking-as-a-Service (BaaS) solutions provider.

2. Fidor Bank Offers and Fees

The Fidor Smart Girokonto: the flagship current account

Fidor Bank's main product was the Fidor Smart Girokonto, a 100% online current account that embodied the bank's vision: simple, transparent and affordable. The Fidor Bank fees were designed to be competitive against traditional German banks, with a clear fee structure and no hidden charges. The basic account was offered at 5 euros per month, a price positioned at the lower end of the German banking market.

This current account included a Mastercard, access to the mobile app, financial management via the online portal and a German IBAN. The Fidor Bank charges were transparent and detailed on the bank's website, in line with the philosophy of transparency at the heart of Fidor's identity. For any fee-related questions, customers could contact Fidor Bank via the dedicated online portal.

Opening a Fidor Bank account was done entirely online, without requiring a branch appointment or sending documents by post. The identity verification process used VideoIdent technology, allowing applicants to confirm their identity via a video call from their smartphone or computer. This simplicity of registration was one of Fidor Bank's most effective selling points, particularly among a young and connected clientele.

The Geldnotruf: an innovative overdraft

One of Fidor Bank's most remarkable pricing innovations was the "Geldnotruf" (literally "money emergency call"), an authorised overdraft service that operated in a way previously unseen in the banking sector. Rather than a traditional overdraft with interest calculated daily, the Geldnotruf offered a fixed overdraft amount (usually 100 euros) for a single, modest fee. This system was particularly appreciated by customers who needed a financial safety net without the prohibitive costs of traditional bank overdraft charges.

Detailed fee schedule

The Fidor Bank fees broke down as follows for the main services. The standard current account was charged at 5 euros per month, including account maintenance, a Mastercard bank card and full access to online services. The Fidor Bank bank card was included in the monthly subscription, with no additional fees for issuance or renewal. A free Fidor Bank card did not exist as such, but the inclusion of the card in the subscription made the overall cost very competitive.

For cash withdrawals, the Fidor Bank withdrawal limit was set at 300 euros per day at the ATM. Withdrawals in Germany were charged between 2 and 3.50 euros per transaction depending on the ATM network used. Free Fidor Bank withdrawals were not offered systematically, unlike some competitors such as N26 which offered a limited number of free withdrawals per month. However, Fidor Bank encouraged the use of card payments to minimise withdrawal fees.

The Fidor Bank card payment limit was generally set at 2,000 euros per day for point-of-sale and online transactions. It was possible to request a change to this limit via the online portal, and the procedure to increase Fidor Bank limits required a justified request to customer service. This request was made directly via Fidor Bank's online portal.

Transfers and remittances

SEPA transfers within the eurozone were free with Fidor Bank, which represented a significant advantage over some traditional German banks that still charged for this service. The Fidor Bank instant transfer was available for an additional fee, enabling transfers in seconds instead of the standard one to two business day timeframe. The standard Fidor Bank transfer time was one business day for standard SEPA transfers.

For international transfers outside the SEPA zone, the Fidor Bank international transfer benefited from the Ripple protocol integration, offering reduced timeframes and competitive fees compared to traditional banks. The Fidor Bank SWIFT BIC allowed receiving international transfers from any country. International transfer fees varied depending on the amount and destination country, generally ranging between 5 and 15 euros per transaction.

Fidor Bank for professionals

Fidor Bank also offered solutions for businesses and professionals. The Fidor Bank professional account was aimed at SMEs and freelancers, with features suited to managing a professional activity: simplified accounting, invoice management, bulk transfers and integration with accounting software. The Fidor Bank business services included dedicated support accessible via the online portal.

For Fidor Bank micro-entrepreneurs and Fidor Bank sole traders, Fidor offered an account adapted to the needs of self-employed workers, with simplified pricing and tools for tracking professional income and expenses. However, these services were primarily aimed at the German market and conditions could vary for entrepreneurs based in other European countries.

3. Fidor Bank Features

The Fidor Bank mobile app

The Fidor Bank mobile app was available on iOS and Android and was the cornerstone of the banking experience offered by the institution. Downloading the Fidor Bank app was simple and free on the App Store and Google Play Store. The app offered a clean and intuitive interface, allowing users to manage all their banking operations from their smartphone.

Among the app's main features were: real-time balance checking, detailed transaction history with automatic categorisation, transfer sending (including instant transfers), bank card settings management (activation, deactivation, limit changes), and access to customer service via the integrated live chat. The Fidor Bank mobile customer portal offered a complete experience, rivalling the best banking apps on the market.

The app also integrated community features unique to Fidor Bank: a financial news feed powered by the user community, polls on future products and services, and a reputation system that rewarded the most active community members. These social features clearly differentiated Fidor Bank from other neobanks of the era.

The online portal and customer space

The Fidor Bank customer portal accessible via the web browser offered extended features compared to the mobile app. The online portal was the nerve centre of the relationship between Fidor Bank and its customers, serving simultaneously as a banking management space, a community platform and a customer support channel. It was via this online portal that customers could contact Fidor Bank for any request, whether about their account, complaints or change requests.

The portal also allowed managing advanced features such as standing orders, direct debits, bank statement exports in PDF or CSV format, and alert and notification configuration. The Fidor Bank bank details and complete banking coordinates were accessible directly from the customer portal, simplifying users' administrative procedures.

Open Banking and integrations

One of Fidor Bank's most innovative features was its open API (fidorOS), which allowed third-party developers to create applications and services connected to the banking infrastructure. This Open Banking approach, implemented well before the PSD2 directive, enabled the emergence of an ecosystem of financial applications enriching Fidor Bank customers' experience.

Thanks to this API, services such as budget management, multi-bank account aggregation, and automation of certain financial operations were possible. Integration with third-party payment services, investment platforms and accounting tools made Fidor Bank one of the most connected banks on the European market.

Crypto and fintech features

Fidor Bank distinguished itself as the first European bank to natively integrate cryptocurrency-related features. Customers could buy, sell and hold Bitcoin directly from their Fidor Bank account, without needing to go through an external exchange platform. This integration, carried out in partnership with Bitcoin.de (Germany's largest Bitcoin exchange platform), offered a smooth and secure experience for cryptocurrency enthusiasts.

The partnership with Ripple Labs enabled near-real-time international transfers, using Ripple's blockchain protocol to bypass the delays and costs associated with the traditional SWIFT network. This innovation made Fidor Bank online banking one of the most technologically advanced of its time.

Mobile payments

Fidor Bank gradually integrated the main mobile payment systems. Fidor Bank Apple Pay and Fidor Bank Google Pay were available to customers, allowing them to make contactless payments with their smartphone or smartwatch. Activation of these services was done directly from the mobile app or online portal, without needing to contact customer service. For any questions about these features, customers could nevertheless contact Fidor Bank via the online portal.

Fee-free foreign spending with Fidor Bank was not a standard feature of the offering. Unlike some neobanks like N26 or Revolut that offered fee-free foreign exchange, Fidor Bank applied conversion fees for transactions in foreign currencies, generally based on the Mastercard exchange rate plus a commission.

The IBAN system

The foreign IBAN from Fidor Bank provided to customers was a German IBAN (starting with DE), which could pose difficulties for customers residing in other European countries due to IBAN discrimination still practised by some companies and government agencies. A French IBAN from Fidor Bank was not available, as Fidor Bank did not hold a French banking licence. French customers therefore had to accept a German IBAN, which could complicate certain administrative procedures in France, particularly for direct debits related to public services.

4. Additional Fidor Bank Services

The cashback and referral programme

Fidor Bank offered a Fidor Bank cashback programme that allowed customers to get back a percentage of their purchases made at partner merchants. This cashback system operated automatically when paying by card at participating retailers, crediting the recovered amount directly to the customer's account. The cashback rate varied depending on partners and current promotions, generally ranging from 1% to 5% of the purchase amount.

The Fidor Bank referral programme offered benefits to existing customers who recommended Fidor Bank to their friends and family. Both the referrer and the referee received a bonus upon the actual opening of the new account, usually in the form of a euro credit to their Fidor account. This referral programme contributed to the organic growth of Fidor Bank's customer base, as personal recommendations were a particularly effective recruitment lever in the banking sector.

The Fidor Bank welcome offer varied over time, sometimes including free months of account maintenance, cash bonuses or preferential conditions on certain services. These promotional offers were detailed on the fidor.de website and the bank's online portal.

Community Banking: a social innovation

Fidor Bank's Community Banking was much more than a simple discussion forum. It was a truly participatory ecosystem where customers directly influenced the bank's decisions. The "Likes" system integrated into the online portal allowed the most active and appreciated customers to benefit from higher savings interest rates. The more "Likes" a customer received from other members, the higher their interest rate increased, in a unique gamification logic for banking.

This social feature created a virtuous dynamic where customers shared their financial knowledge, helped each other resolve banking problems and contributed to an active and engaged financial community. Fidor Bank's Community Banking concept has been studied by numerous financial institutions around the world as an innovative model of customer relationship management.

The Fidor Smart Festgeld: fixed-term savings

Fidor Bank also offered a fixed-term savings product, the Fidor Smart Festgeld, which allowed customers to deposit their money for a determined period (usually 6 to 36 months) in exchange for a guaranteed interest rate. The rates offered were competitive compared to the German market, although lower than those of banks specialising in savings products. The online portal allowed subscribing to and managing these savings products independently.

Trading and investment

Fidor Bank offered its customers facilitated access to trading through partnerships with investment platforms. The integration with Bitcoin.de for cryptocurrency trading was the best-known feature, but Fidor Bank also provided links to stock, bond and investment fund trading platforms. This "financial marketplace" approach allowed customers to access a wide range of investment products from a single entry point.

Business services: Fidor Solutions

Beyond its banking services for individuals and professionals, Fidor Bank developed Fidor Solutions, a Banking-as-a-Service (BaaS) platform aimed at companies wishing to launch their own financial services. Fidor Solutions provided the technological infrastructure, banking licence and regulatory expertise necessary to enable non-bank companies to offer financial services to their customers.

This B2B activity of Fidor notably enabled telecom operator O2 (Telefónica) to launch O2 Banking in Germany, a mobile banking service integrated into the operator's offering. Fidor Solutions continues to exist even after the closure of the retail bank, perpetuating Fidor Bank's technological legacy in the Banking-as-a-Service domain.

5. Fidor Bank Security

Regulation and supervision

Fidor Bank account security rested on a solid regulatory framework. As a bank holding a full German banking licence, Fidor Bank was supervised by BaFin (Bundesanstalt für Finanzdienstleistungsaufsicht), the German federal financial supervisory authority, as well as by the Bundesbank (German central bank). This dual supervision ensured compliance with the strictest standards in banking security, risk management and consumer protection.

Fidor Bank customers' deposits were protected by the German deposit guarantee scheme (Einlagensicherung), covering deposits up to 100,000 euros per customer. This guarantee, mandated by the European directive on deposit guarantee schemes, offered significant protection to savers in the event of the bank's failure. Additionally, Fidor Bank was a member of the Deposit Guarantee Fund of the Association of German Banks (Einlagensicherungsfonds des Bundesverbandes deutscher Banken), offering additional protection beyond the regulatory minimum.

Two-factor authentication and access security

Fidor Bank two-factor authentication was a central element of the institution's security policy. In compliance with the European PSD2 directive on payment services, Fidor Bank required strong customer authentication (SCA) for online account access and for validating sensitive transactions. This two-factor authentication generally combined something the customer knows (password or PIN code) with something they possess (smartphone for receiving an SMS code or push notification via the app).

In case of a forgotten Fidor Bank PIN code, customers could reset their login credentials directly via the online portal, after verifying their identity through a secure process involving a combination of personal information. This recovery process was designed to be secure enough to prevent fraud attempts, while remaining accessible for legitimate customers who had forgotten their credentials.

Transaction security

All transactions made via Fidor Bank were protected by end-to-end SSL/TLS encryption, ensuring the confidentiality of data exchanged between the customer and the bank's servers. Bank card transactions benefited from the 3D Secure protocol (Verified by Mastercard), adding an extra layer of security for online purchases.

Fidor Bank's fraud detection system used artificial intelligence algorithms to analyse transactions in real time and detect suspicious behaviour. In the event of an unusual transaction (high amount, inconsistent geographic location, atypical behaviour), the system could automatically block the transaction and alert the customer for verification.

Security incident management

In case of loss or theft of the bank card, the Fidor Bank card block could be carried out immediately in several ways. The fastest method was to block the card directly from the mobile app, in seconds and without needing to contact an advisor. Alternatively, the card opposition phone line was managed via the online portal where customers could make an opposition. For lost card opposition, the procedure included immediate card blocking and ordering a replacement card, all accessible via the online portal.

In case of a lost Fidor Bank card or stolen Fidor Bank card, customers were advised to block their card immediately and report the incident via the online portal. The customer's financial liability in case of fraud was limited in accordance with European legislation, with a cap of 50 euros for unauthorised transactions made before reporting the theft or loss. For urgent reporting, contact was made via Fidor Bank's online portal.

Personal data protection

Fidor Bank complied with the European General Data Protection Regulation (GDPR), guaranteeing its customers extensive control over their personal data. Customers could exercise their rights of access, rectification, portability and deletion of their data directly via the online portal or by contacting Fidor Bank's data protection officer.

6. Fidor Bank Customer Service

Available contact channels

The Fidor Bank customer service phone line is a frequently asked question by users seeking to contact the bank. Unlike traditional banks that have dedicated call centres, Fidor Bank always prioritised digital communication channels. The Fidor Bank phone number was not the main contact method; the bank systematically directed its customers to the online portal for any support request.

To contact Fidor Bank by phone, customers had to first go through the online portal at fidor.de, where they could find contact information and appropriate request forms. A free Fidor Bank number was not offered as such, as the bank had made the strategic choice to concentrate its customer support resources on digital channels. The Fidor Bank non-premium number was an understandable concern for customers, and the bank guaranteed that any phone contact would not be charged at a premium rate.

Live chat

The Fidor Bank live chat was the most widely used and most efficient customer support channel. Accessible directly from the mobile app or online portal, the chat allowed customers to get in touch with an advisor in real time to resolve their problems or answer their questions. Wait times on chat were generally short, especially during office hours.

The live chat had the advantage of allowing the sharing of documents and screenshots, facilitating the resolution of complex problems. Chat conversations were archived in the customer portal, allowing the customer to consult the history of their exchanges with customer service. To reach a Fidor Bank advisor or speak to a Fidor Bank advisor, live chat via the portal was the most direct and efficient method.

Email support

Contacting Fidor Bank by email offered an alternative for less urgent requests or those requiring detailed explanation. Customers could send their questions and requests by email via the contact form available on the online portal. Email response times were generally 24 to 48 business hours, which was average for the online banking sector.

To call Fidor Bank customer service or call Fidor Bank, customers were systematically redirected to the online portal, where they could choose the communication channel best suited to their request. Phone contact with Fidor Bank could be organised via the portal, where an advisor could schedule a callback if the situation required it.

Customer service opening hours

The Fidor Bank opening hours for customer service were Monday to Friday, 10:00am to 7:00pm (Central European Time). Outside these hours, customers could still perform routine banking operations via the mobile app or online portal, but human support was not available. Requests sent outside opening hours were processed on the next business day.

The Fidor Bank customer service phone line was therefore available only during these time slots. For emergency situations outside opening hours, such as blocking a stolen card, a self-service feature was available in the mobile app, allowing customers to instantly block their card without needing to contact an advisor.

Complaints service

The Fidor Bank complaints service was accessible via a dedicated form on the online portal. Complaints were processed according to a formal procedure compliant with German regulatory requirements, with acknowledgement of receipt within 24 hours and a detailed response within a maximum of 15 business days. In case of persistent disagreement, customers could appeal to the German banking ombudsman (Ombudsmann der privaten Banken) for amicable dispute resolution.

FAQ and self-service

Fidor Bank provided its customers with a comprehensive knowledge base and detailed FAQ on its online portal, covering the most frequently asked questions: how to open a Fidor Bank account, close a Fidor Bank account, change bank details on Fidor Bank, and many other topics. This self-service documentation allowed customers to find answers to their most common questions without needing to contact customer service.

A nearby Fidor Bank branch did not exist, as Fidor Bank was a 100% online bank with no physical branches. This absence of physical branches was compensated by the quality and availability of digital support channels. To speak to a real Fidor Bank advisor, live chat via the portal remained the most direct and satisfactory solution.

Phone contact: summary

In summary, for those looking for the Fidor Bank phone number, the Fidor Bank tel, the Fidor Bank contact number, or the Fidor Bank emergency number, the answer is the same: the main contact is via the online portal at fidor.de. The Fidor Bank emergency number for card blocking was accessible via the mobile app. Emergency phone contact was managed by the 24/7 self-service blocking system available in the app.

Directly calling Fidor Bank was not the method recommended by the bank. Fidor Bank phone contact went systematically through the online portal, where customers could request a callback. Phone contact with Fidor Bank was thus organised to optimise service quality rather than immediate phone accessibility. To reach Fidor Bank by phone, reach a Fidor Bank advisor, the online portal remained the sole point of entry.

The Fidor Bank business phone line, Fidor Bank business number, followed the same logic: professional customers were directed to a dedicated space on the online portal, with advisors specialised in business and professional issues. A free Fidor Bank number did not exist as such, with contact being made via the bank's online portal.

7. Customer Reviews of Fidor Bank

Trustpilot reviews

Fidor Bank customer reviews on Trustpilot presented a mixed picture of the user experience. With approximately 2,868 reviews collected on the Trustpilot platform, Fidor Bank displayed an overall middling rating, reflecting the ups and downs of its journey. Positive reviews mainly praised the technological innovation, the simplicity of using the app and the transparency of fees. Negative reviews often focused on customer service processing times, difficulties encountered when closing accounts and policy changes that occurred after the BPCE acquisition.

The most recent reviews, dating from the closure period (2023), were naturally marked by the frustration of customers forced to change banks. Several users expressed regret at seeing a bank disappear that they considered genuinely innovative and customer-oriented. A typical Trustpilot comment mentioned: "The Fidor card allowed more payments than other bank cards I have. This bank will be missed, it's a shame no serious buyer could take it over from BPCE."

Recurring positive reviews

The most frequently cited strengths in Fidor Bank customer reviews were as follows. Firstly, technological innovation: customers appreciated Fidor Bank's ability to integrate cutting-edge technologies (blockchain, open API, cryptocurrencies) well before its competitors. Secondly, fee transparency: charges were clearly displayed and predictable, with no nasty surprises. Thirdly, the community: the Community Banking system created a sense of belonging and active participation that strongly differentiated Fidor Bank from its competitors.

Professional customers particularly appreciated the simplicity of opening a Fidor Bank account for businesses, often faster and less bureaucratic than at traditional German banks. Access to cryptocurrencies directly from the bank account was also a decisive argument for many tech-savvy users.

Recurring negative reviews

The most frequent points of criticism mainly concerned customer service. Despite the quality of the live chat, many customers felt that response times had lengthened over the years, particularly after the BPCE acquisition. The absence of an easily accessible Fidor Bank phone number was regularly mentioned as a weakness, with customers wanting to be able to call Fidor Bank customer service directly in case of emergency.

Other criticisms focused on cash withdrawal fees, considered high compared to some competitors, and the absence of systematic free Fidor Bank withdrawals. The limitations of the German IBAN for customers residing in other European countries were also a recurring point of friction. Finally, the progressive deterioration of service quality after the BPCE acquisition was sharply criticised by many long-standing Fidor Bank customers.

Professional user reviews

Reviews from professional customers and businesses using Fidor Bank's services were generally more positive than those from individuals. Businesses particularly appreciated the open API, integration possibilities with their management systems, and the flexibility of the payment solutions offered. The Fidor Bank professional account was considered a credible alternative to major banks' offerings for SMEs and startups, with an attractive value-for-money ratio.

Overall review analysis

In summary, customer reviews of Fidor Bank reflect the turbulent history of this pioneering neobank. The early years (2009-2016) were marked by general enthusiasm for the bank's innovation and community philosophy. The post-BPCE acquisition period (2016-2023) saw a gradual decline in customer satisfaction, linked to policy changes, reduced investment in innovation and deteriorating customer service. The bank's closure in 2023 left a bitter taste for many loyal customers who had believed in Fidor Bank's original project.

8. Comparison with N26, ING DiBa and Commerzbank

Comparison methodology

To position Fidor Bank within the German banking landscape, we offer a detailed comparison with three major market players: N26 (neobank), ING DiBa (direct bank) and Commerzbank (traditional bank). This comparison covers the main criteria for choosing a bank: fees, features, customer service, security and overall user experience.

Fidor Bank vs N26: the German neobank duel

N26, founded in Berlin in 2013, four years after Fidor Bank, has become the best-known German neobank in the world, with over 8 million customers in Europe. While Fidor Bank was the pioneer, N26 capitalised on its predecessor's lessons to build a broader and more accessible offering.

In terms of fees, N26 offered a free account (N26 Standard) with no account maintenance fees, whereas Fidor Bank charged 5 euros per month. However, N26's premium offerings (N26 Smart at €4.90/month, N26 You at €9.90/month, N26 Metal at €16.90/month) were more expensive than Fidor Bank's single offering. N26 offered 3 to 8 free withdrawals per month depending on the plan, compared to zero free withdrawals for Fidor Bank.

In terms of features, N26 surpassed Fidor Bank on several points: a more modern and ergonomic user interface, sub-accounts (Spaces) for budget management, fee-free payments abroad (in the eurozone), and native integration with Apple Pay and Google Pay. On the other hand, Fidor Bank retained the advantage on Open Banking API, cryptocurrency integration and the participatory community model.

Regarding customer service, N26 and Fidor Bank shared a similar approach: priority to digital channels (chat, email), with limited phone access. N26 however expanded its customer service over time, introducing phone support for its premium customers, an evolution that Fidor Bank never achieved. To call Fidor Bank customer service, the online portal remained the only point of entry, while N26 offered more flexibility to its premium customers.

Fidor Bank vs ING DiBa: neobank vs direct bank

ING DiBa (now simply ING), the German subsidiary of the Dutch banking group ING, is Germany's largest direct bank with over 9 million customers. Founded in 1965 as Bank für Sparanlagen und Vermögensbildung (BSV), ING DiBa is a well-established institution that adapted to the digital era without adopting neobank codes.

In terms of fees, ING DiBa offered a free current account subject to conditions (minimum monthly deposit of 700 euros or active use) versus the 5 euros monthly at Fidor Bank. ING DiBa also offered free withdrawals at a wide ATM network, a significant advantage over Fidor Bank. SEPA transfers were free at both banks.

On the features side, ING DiBa offered a much wider range of products than Fidor Bank: mortgages, life insurance, diversified savings accounts, online brokerage (ING DiBa Depot) and consumer loans. Fidor Bank, on the other hand, excelled in emerging technologies (blockchain, crypto, Open Banking) and the community experience, areas where ING DiBa was less advanced.

ING DiBa's customer service was significantly more accessible than Fidor Bank's, with a telephone hotline available 7 days a week and generally short wait times. This phone accessibility was a strong argument for customers who preferred direct human contact, unlike Fidor Bank's 100% digital model where contact went exclusively through the online portal.

Fidor Bank vs Commerzbank: neobank vs traditional bank

Commerzbank is one of Germany's largest commercial banks, with a network of approximately 800 branches across the country and over 11 million retail customers. The comparison between Fidor Bank and Commerzbank illustrates the gap between the neobank model and the traditional branch-based bank.

In terms of fees, Commerzbank offered a free current account (subject to conditions) or from 4.90 euros per month for the standard account, comparable to Fidor Bank's 5 euros. However, Commerzbank offered free access to a vast ATM network (Cash Group), a considerable advantage over the non-existent free Fidor Bank withdrawals.

The most fundamental difference lay in access to a network of physical branches. Commerzbank offered face-to-face appointments with advisors in its branches, a service impossible with Fidor Bank which had no physical presence. This difference was crucial for customers who needed personalised advice for complex transactions (mortgages, inheritance, wealth management).

In terms of technological innovation, Fidor Bank far surpassed Commerzbank. Fidor's mobile app was more modern and intuitive, cryptocurrency integration was unique, and the open API enabled integration possibilities that Commerzbank did not offer. However, Commerzbank was gradually catching up technologically with massive investments in digitising its services.

Summary comparison table

Comparative summary

Fidor Bank occupied a unique position in the German banking landscape. More technologically innovative than N26 in its early days, more agile than ING DiBa and infinitely more digital than Commerzbank, Fidor Bank suffered from its parent company BPCE's inability to fully exploit its potential. If N26 ultimately won the German neobank battle in terms of customers and valuation, it was largely thanks to the groundwork laid by Fidor Bank. For detailed comparative information, users could contact Fidor Bank via the online portal or consult independent financial comparison websites.

9. Case Studies

Case Study 1: The Fidor Bank × Ripple Partnership — a revolution in international transfers

In 2014, Fidor Bank became the first bank in the world to integrate the Ripple protocol for international transfers. This historic partnership illustrates Fidor Bank's capacity for innovation and its pioneering role in the adoption of blockchain technologies by the banking sector.

Context: Before the Ripple integration, international transfers transited through the SWIFT network, a system developed in the 1970s that involved processing times of 2 to 5 business days, high fees (often 15 to 50 euros per transaction) and a lack of transparency on the applied exchange rate. Fidor Bank, true to its philosophy of innovation, sought a solution to offer its customers faster, cheaper and more transparent international transfers.

Implementation: Fidor Bank integrated the Ripple protocol (now known as RippleNet) into its banking infrastructure, enabling near-real-time international transfers. Ripple technology used a decentralised network of validators to confirm transactions, eliminating the need to go through multiple intermediary banks as in the SWIFT system. For customers wishing to use this service, the Fidor Bank international transfer via Ripple was accessible directly from the online portal.

Results: International transfers via Ripple took seconds instead of days, with fees reduced by 60 to 80% compared to traditional SWIFT transfers. This partnership drew worldwide attention to Fidor Bank and helped legitimise blockchain technologies in the banking sector. Many major international banks subsequently explored similar partnerships with Ripple, confirming Fidor Bank's visionary approach.

Lessons learned: This case study demonstrates that a small neobank can innovate faster than a large banking group, provided it has a corporate culture favourable to experimentation and visionary leadership. The Fidor Bank × Ripple partnership has become a textbook case in business schools and international fintech conferences.

Case Study 2: O2 Banking — Banking-as-a-Service in action

In 2016, telecom operator O2 (Telefónica Deutschland) launched O2 Banking, a mobile banking service integrated into its telephony offering, leveraging Fidor Bank's technological infrastructure via Fidor Solutions. This partnership illustrates the Banking-as-a-Service (BaaS) model developed by Fidor Bank and its diversification potential beyond traditional banking.

Context: With the German telecommunications market being highly competitive, O2 sought to differentiate itself by offering financial services to its mobile customers. Rather than developing a banking infrastructure in-house — a lengthy and costly process requiring a banking licence — O2 opted for a partnership with Fidor Bank that would provide the technical infrastructure, banking licence and regulatory compliance.

Implementation: O2 Banking offered a current account with Mastercard, accessible exclusively via the O2 Banking mobile app. Customers could open an account in minutes, make transfers, manage their bank card and even benefit from an emergency service (Geldnotruf). The underlying infrastructure was entirely provided by Fidor Solutions, but the user experience was branded O2. O2 Banking's customer service was accessible via the dedicated platform's online portal.

Results: O2 Banking attracted several hundred thousand customers in Germany, demonstrating the viability of the BaaS model. The partnership generated recurring revenue for Fidor Bank while allowing O2 to offer a differentiated financial service without the regulatory constraints of a banking licence. On Trustpilot, O2 Banking had collected approximately 22 reviews, with generally positive feedback on ease of use.

Lessons learned: The O2 Banking example shows that BaaS represents a significant growth opportunity for neobanks with solid technological infrastructure. This model has since been adopted by many players in the sector, such as Solarisbank (also based in Berlin), which provides BaaS services to companies like Samsung and American Express.

Case Study 3: The Bitcoin.de Integration — crypto accessible to everyone

In 2013, Fidor Bank formed a strategic partnership with Bitcoin.de, Germany's largest Bitcoin exchange platform, allowing its customers to buy and sell Bitcoins directly from their bank account. This integration was one of the first of its kind in the traditional banking sector and remains an emblematic case study of cryptocurrency adoption by financial institutions.

Context: In 2013, Bitcoin was still a niche asset, largely unknown to the general public and often associated with illicit activities. Traditional banks systematically refused to associate with cryptocurrency exchange platforms, for fear of regulatory and reputational risks. Fidor Bank, true to its pioneering spirit, saw Bitcoin as an opportunity to differentiate itself and attract a tech-savvy clientele.

Implementation: The integration with Bitcoin.de allowed Fidor Bank customers to link their bank account to their Bitcoin.de account, facilitating Bitcoin purchases and sales with near-instant settlement. The purchase process was simple: the customer placed an order on Bitcoin.de, and the payment was automatically debited from their Fidor Bank account. Bitcoin sale proceeds were credited just as quickly. Questions related to this service were handled via Fidor Bank's online portal.

Results: The Fidor Bank × Bitcoin.de partnership helped democratise access to Bitcoin in Germany, offering a secure and regulated gateway between traditional finance and the cryptocurrency ecosystem. The shared customer base grew significantly, with thousands of daily transactions at the height of the Bitcoin enthusiasm in 2017. This partnership positioned Fidor Bank as "the Bitcoin bank" in Germany, a unique positioning at the time.

Lessons learned: The Bitcoin.de integration illustrates the importance of bold strategic vision in the banking sector. By daring to associate with cryptocurrencies at a time when the banking industry ignored or rejected them, Fidor Bank created a durable competitive advantage and attracted a loyal and engaged customer base. Today, many banks offer cryptocurrency-related services, validating Fidor Bank's vision in hindsight. The BPCE group itself, through its subsidiary Hexarq, now offers crypto services to its customers in France.

10. Expansion and Outlook

Fidor Bank's legacy in the European fintech landscape

Although Fidor Bank ceased its banking activities in 2023, its influence on the European fintech landscape remains undeniable. As one of Europe's first neobanks, Fidor Bank helped define the standards of modern online banking and paved the way for a new generation of digital financial services.

Fidor Bank's legacy manifests in several areas. The Community Banking concept, pioneered by Fidor, inspired many fintechs that now integrate community and participatory features into their services. Open Banking, of which Fidor was a precursor with its fidorOS API, became a regulatory standard in Europe with the PSD2 directive. The integration of cryptocurrencies into traditional banking services, initiated by Fidor Bank, is now offered by a growing number of banks and neobanks worldwide.

Fidor Solutions: technological continuity

While the retail bank closed its doors, Fidor's technology arm, known as Fidor Solutions, continues to operate as a Banking-as-a-Service (BaaS) solutions provider. Fidor Solutions offers a complete technological platform enabling non-bank companies to launch financial services under their own brand, leveraging the infrastructure and banking licence provided by Fidor Solutions.

This B2B activity represents a natural evolution of Fidor Bank's model, transitioning from a retail bank to a banking infrastructure provider. The BaaS market is experiencing rapid growth, driven by the increasing digitalisation of financial services and the desire of a growing number of companies (telecoms, retailers, technology platforms) to offer financial services to their customers.

Lessons from the Fidor Bank experience for the banking sector

Fidor Bank's story offers valuable lessons for the entire banking and fintech sector. Firstly, technological innovation alone is not enough: a neobank must also have a viable business model and rigorous management to ensure its sustainability. Fidor Bank, despite its technological lead, did not manage to achieve profitability before its acquisition by BPCE.

Secondly, integrating a fintech into a large banking group is a complex process that requires a shared vision and cultural compatibility. The culture clash between Fidor Bank and BPCE led to a gradual loss of the innovative spirit that was the Munich neobank's strength, illustrating the risks associated with acquisitions in the fintech sector.

Thirdly, customer relationships remain at the heart of banking success. Customers who wanted a Fidor Bank customer service phone line to obtain direct human support were confronted with a policy of exclusively digital contact. While this approach was consistent with Fidor Bank's positioning as a 100% digital bank, it constituted a barrier for some of the customer base who appreciated the ability to speak to a real Fidor Bank advisor by phone.

The neobank market in 2025

In 2025, the neobank market in Europe has evolved considerably since Fidor Bank's beginnings in 2009. N26, Revolut, Monzo, Bunq and many other players have transformed the banking landscape, offering digital financial services to millions of customers across Europe. The number of active neobanks in Europe now exceeds one hundred, with increasing diversification of offerings: banks for teenagers, green banks, crypto banks, banks for freelancers, etc.

The challenges faced by contemporary neobanks are similar to those encountered by Fidor Bank: the quest for profitability, customer retention in an increasingly competitive market, and the need to comply with increasingly demanding banking regulation. The neobanks that will succeed will be those that can combine technological innovation, a viable business model and quality customer relationships — three dimensions in which Fidor Bank excelled at different moments in its history.

The future of Banking-as-a-Service

The Banking-as-a-Service (BaaS) model that Fidor Bank helped popularise is experiencing rapid growth. The global BaaS market was estimated at over $20 billion in 2024, with projected annual growth of 15 to 20% over the coming years. Players like Solarisbank (Germany), Treezor (France), Banking Circle (Luxembourg) and ClearBank (United Kingdom) currently dominate the European BaaS market.

Fidor Solutions continues to position itself in this growing market, capitalising on the expertise accumulated since 2009 in open banking infrastructure and APIs. The future of BaaS will involve the integration of new technologies (artificial intelligence, blockchain, decentralised finance) and expansion into new geographic and sectoral markets.

Prospects for former Fidor Bank customers

For former Fidor Bank customers looking for an alternative, several options are available on the German and European market. N26, which offers a free account and a modern user experience, is often recommended as the natural successor to Fidor Bank. ING DiBa suits customers looking for a more established direct bank with a wide range of financial products. Commerzbank remains an option for those who prefer access to a network of physical branches.

For customers who appreciated Fidor Bank's crypto features, specialised alternatives like Bitwala (which became Nuri, then also closed), Revolut or Swissborg offer banking services integrating cryptocurrencies. For businesses using Fidor Solutions' BaaS services, alternatives like Solarisbank offer comparable features.

Practical Guide: All Fidor Bank Procedures

How to open an account at Fidor Bank

For how to open a Fidor Bank account, the procedure was entirely digital and took place in several simple steps. The applicant first had to visit the fidor.de website and click the account opening button. An online form requested basic personal information: name, first name, date of birth, postal address, nationality and email address. The entire Fidor Bank account opening process took between 10 and 20 minutes, depending on the speed of identity verification.

Identity verification was done via the VideoIdent service, which allowed the applicant to present their identity document (ID card or passport) facing the camera of their smartphone or computer, while an operator verified in real time the match between the document and the person. This verification method, compliant with German regulatory requirements for anti-money laundering (KYC — Know Your Customer), enabled rapid account opening without visiting a branch. Fidor Bank's online portal guided users through each step of the process.

Once identity was verified, the account was activated and the customer received their login credentials to access the Fidor Bank customer portal. The Mastercard bank card was sent by post within 5 to 7 business days. While waiting to receive the card, the customer could already make transfers and manage their account via the mobile app and online portal.

How to close your Fidor Bank account

To close a Fidor Bank account, the procedure required a formal closure request via the online portal. The customer first had to ensure their account had a positive or zero balance, that all direct debits had been cancelled, and that all pending transactions were finalised. The closure request was then processed by customer service within a few business days. The remaining balance was transferred to an external bank account designated by the customer.

It was strongly recommended to change bank details on Fidor Bank with all organisations and companies making direct debits before proceeding with account closure. This transition process could take several weeks, as all third parties updated their banking details. Fidor Bank's online portal provided a summary of regular direct debits to facilitate this transition.

How to manage your Fidor Bank card

Managing the Fidor Bank bank card was done entirely from the mobile app or online portal. Customers could activate or deactivate their card in one click, change withdrawal and payment limits, check the PIN code and block the card in case of loss or theft. These self-service operations were available 24/7, without needing to contact customer service.

To increase Fidor Bank limits for withdrawals or payments, the request was made via the online portal and processed within 24 to 48 hours. The limit increase could require justification (travel abroad, large purchase) and was subject to approval by Fidor Bank's risk department. The standard Fidor Bank withdrawal limit of 300 euros per day could be temporarily raised for specific needs.

In case of a lost Fidor Bank card, stolen Fidor Bank card or the need to block a Fidor Bank card, the immediate action was to block the card from the mobile app. The card opposition phone line went through the online portal where an opposition form was available. Lost card opposition automatically triggered the ordering of a new card, delivered within 5 to 7 business days.

Transfers and bank details

The Fidor Bank bank details were accessible directly from the online customer portal and mobile app. Complete banking coordinates (IBAN, BIC/SWIFT, bank name) could be downloaded in PDF format or shared directly by email. The Fidor Bank SWIFT BIC was FDDODEMMXXX, used to identify Fidor Bank in the international bank transfer network.

The Fidor Bank instant transfer was offered for an additional fee compared to the standard SEPA transfer. This service enabled a transfer in seconds to any bank account compatible with SEPA instant transfers (SCT Inst). The standard Fidor Bank transfer time was one business day for standard SEPA transfers, in line with European banking market standards.

For transfers outside the SEPA zone, the Fidor Bank international transfer could take 1 to 5 business days depending on the destination country and the network used (Ripple or SWIFT). Fees varied accordingly, with a significant advantage for transfers via the Ripple protocol which offered both reduced timeframes and lower costs. Fee-free foreign spending was not a systematic guarantee for international transfers, as conversion and processing fees could apply depending on the destinations.

PIN code and access security

In case of a forgotten Fidor Bank PIN code, customers could reset their PIN directly from the mobile app or online portal. The reset process required identity verification via Fidor Bank two-factor authentication, ensuring that only the account holder could perform this operation. A new PIN code was generated and communicated securely via the app.

Fidor Bank account security rested on several layers of protection: login password, two-factor authentication (SMS or push notification), SSL/TLS encryption, and real-time AI-based fraud detection. These security measures were compliant with the highest banking sector standards and the European PSD2 directive on payment services. For any questions regarding their account security, customers could contact support via the online portal.

Frequently Asked Questions about Fidor Bank

Sources and References

• Wikipedia — Fidor Bank
• Financial Times — Cloud is silver lining for German online bank Fidor (2014)
• Les Echos — Clap de fin pour Fidor Bank, la fintech allemande de BPCE (2023)
• Reuters — French lender BPCE buys German fintech flagship Fidor (2016)
• WIRED — Inside Fidor, the fintech bank run by its customers
• Computer Weekly — Fidor founder leaves as parent bank plots future (2019)
• FinTech Futures — Fidor CEO leaves as BPCE sells bank
• Finanz-Szene — Fidor startet Liquidation (2023)
• Bloomberg — France's Groupe BPCE to Buy German Fintech Company Fidor Bank (2016)
• Trustpilot — Fidor Bank AG Bewertungen
• Galitt — Fidor closes its doors: review of BPCE's adventure
• TheBanks.eu — FIDOR Bank AG Profile
• Crunchbase — Fidor Bank Company Profile

Article written by annuaire.services — Complete guide to contacting Fidor Bank
Last updated: April 2025

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