Security Information Center

If you believe to have become a victim of fraud, you should immediately reach out to our partner or Solaris directly and initiate a payment recall. There is no guarantee that the funds will be recovered but if the fraudster is still holding the funds in the account, they may be requested to be returned. You should always file a criminal complaint at the police if you suspect to have been a victim of fraud.

First, please reach out to Solaris directly as soon as possible. Please provide all evidence (screenshots, emails, chat screenshots, invoices, etc.) that support your claim. Solaris takes each such request seriously, carefully investigates each case and takes all legally required actions. You should always file a criminal complaint at the police and initiate payment recall with your own bank.

As a licensed bank regulated by the German Federal Financial Supervisory Authority, Solaris occasionally has to ask you additional questions to ensure the secure and compliant use of your account. In most cases, this is required when Solaris suspects that someone with criminal intent is attempting to highjack your account or make a fraudulent transaction, or when Solaris is alerted by an extremely unusual activity on your account. By accepting Solaris’ terms and conditions for using Solaris’ services, your agree to cooperate with Solaris to resolve additional inquiries about activity on your account. In instances when your ignore inquiries, Solaris reserves the right to treat this as a breach of the terms and conditions and consequently terminate business relation with you.

No. It is a criminal offense to knowingly open accounts for third parties and hand over the account access. These accounts may later be used for money laundering or fraud. If any third-party conducts transactions with criminal intent on the account, you are personally responsible and may be subject to prosecution by authorities.

No. In these cases it is likely that a fraudster is trying to steal your identity under the pretense of conducting an app test. Although it may appear like a legitimate user testing of an app, in reality, you are opening a regular bank account and unknowingly granting access to the fraudster. These accounts may later be used for money laundering or fraud. With this scam, it is possible that the fraudster remains undetected while you may be subject to prosecution by authorities.

No. Accounts are only allowed for your own usage and own purpose.  The customer is personally liable for any transactions conducted with the account. Therefore, if any third-party conducts transactions with criminal intent on your account, you are personally responsible and may be subject to prosecution by authorities.

Either the usage of your account was not in line with Solaris policies and procedures or you failed to sufficiently answer Solaris’ questions regarding your account activity. Within the timespan of 60 days your account can still be used to its full extent. Please withdraw all of your balance from your account before the closure date.

As a licensed Bank regulated by the German Federal Financial Supervisory Authority, Solaris is subject to banking regulations which, in certain scenarios, impose legal restrictions on the disclosure of details about specific restrictive measures being taken on your account. Solaris also has internal compliance procedures that define account blockings, account closures or the halting of transactions. Due to compliance requirements, Solaris is not always able to provide a detailed explanation on these internal procedures to you, in an effort to prevent fraudsters with criminal intent from abusing this information and attempting to exploit it. Whenever the reason for Solaris’ restriction of your account is related to something within your control (e.g. you failed to answer questions or forgot to send requested documents), Solaris will share this information with you.

Solaris reserves the right to terminate the business relationship with you under certain circumstances according to Section 19 (3) of our Terms & Conditions. Examples of these certain circumstances include in particular, but are not limited to, wrong information obtained by the customer, serious and continuous breaches of contractual obligations by the customer, severe changes in the customer’s creditworthiness and evidence that the Account has been highjacked and/or is being used for illegal purposes. Accounts may also be closed if, after opening the account, we made the internal decision that acceptance of a customer was not in line with our policies and procedures, but due to technical reasons the Account was opened regardless. Closure of the Account does not necessarily imply that there was any wrongdoing by you yourself. 

Solaris may need up to 2 business days to collect all the information needed for a manual evaluation of an individual account and find a resolution to unblock the account or ask additional questions. However, in most cases you will be informed by our partner on the same day the account was blocked.  If you do not receive any updates within two business days, please reach out to our partners customer service above. 

For the majority of the time, you can use Solaris’ services without interruption. However, on occasion, it is possible that your account has to be temporarily blocked. This can be necessary for different reasons, all of which are intended to ensure the secure and compliant use of your account. In most cases, the reason for the temporary blocking of an account is when Solaris identifies that someone with criminal intent is attempting to highjack your account or Solaris is alerted by an extremely unusual activity on your account. In rarer cases, an account may also be seized as per order from authorities or stopped due to other technical reasons. If an account is blocked, you can expect Solaris to reach out with additional questions. Solaris cannot always inform you about the reason for the account blocking until the assessment is complete. 

As a licensed Bank regulated by the German Federal Financial Supervisory Authority, Solaris is required to follow national and international requirements for financial institutions as well as internally established compliance procedures. If an account could not be opened for you, it means that, at least at for the time being, Solaris is unable to provide banking services to you.

Solaris is required by law to assess each new customer before they can make transactions with their account. For the majority of cases, this assessment takes just a fraction of second. In some instances, however, an additional review is required, which is performed by Solaris’ employees. Therefore, accounts of customers who couldn’t be assessed automatically need to be temporarily blocked by Solaris. This additional review can be necessary for different reasons, all of which are intended to ensure the secure and compliant use of your account. Due to compliance requirements, Solaris cannot always inform you about the reason for the account blocking until the assessment is complete.

As a processor of personal data, Solaris is subject to data protection policies as per the present regulations. Due to this, it operates with secured servers and encrypted Internet connections.