Frequently Asked Questions

Solaris is Europe's leading Banking-as-a-Service platform. As a technology company with a full German banking license, Solaris enables other companies to offer their own financial services. Via APIs, partners integrate Solaris’ modular banking services directly into their own product offering. The platform offers digital bank accounts and payment cards, identification and lending services, digital asset custody as well as services provided by integrated third-party providers. Solaris is regulated by the European Central Bank and the German Federal Financial Supervisory Authority, BaFin.

Yes, Solaris has a full German banking license and is therefore subject to the supervision of the German Federal Financial Supervisory Authority (Bundesanstalt für Finanzdienstleistungsaufsicht, BaFin).

You will not receive any advertising from Solaris. All communication towards you will typically take place via our partner or directly within the App of our partner. Due to the contractual relationship between Solaris and the partner, you may however receive notifications from both parties in the course of using this product. 

Please answer a few short questions here so we can evaluate your needs. We will respond to your enquiry as soon as possible.

In its ruling of 27 April 2021, the German Federal Court of Justice (BGH) ruled that clauses in general terms and conditions ("GTC") may be invalid if they simulate the customer's consent to changes in the GTC in the absence of an objection within a certain period of time. Solaris also used a corresponding clause in its GTC.

Since the publication of the ruling, Solaris will only make material changes to the contract, which include changes to our list of prices and services, with your express consent. For this purpose, Solaris will send you a notification of the planned change and its background via cooperation partners. You have the option of accepting or rejecting this change. In the absence of a response within two months, Solaris must assume that you are not actively using the account and will restrict your access to Online Banking until you have provided a response.

Another consequence of the ruling is that bank customers can reclaim the overcharges they have paid on the basis of unlawful increases. These can be, for example, account management fees or other fees for payment services. The refund obligation applies to all claims for refund that are not yet time-barred. Please note that Solaris has only introduced or increased isolated fees by means of an amendment to the GTC during the relevant period. If you are of the opinion that a fee adjustment should have been inadmissible, please contact Solaris’ Customer Support via e-mail to support@solarisgroup.com.

Compliance with data protection regulations is of great importance to Solaris. Your data will be handled confidentially and will not be transmitted to third parties, apart from the third parties we inform the customer about in out Information on Data processing. For further information please check here and here.

In accordance with GDPR, Solaris provides transparency about storage of personal data upon request. Please reach out to the customer support of our partner above.

As a bank we are required by law to collect your Tax ID and report it to the regulatory authorities.

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. 

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.

For regulatory reasons, you must identify yourself to use this product. Currently, you can identify yourself through a video ident process, from home or mobile. A connection will be established between you and our video ident provider, IDNow, to check your ID card/passport.

The link is valid for 14 days.

The VideoIdent process is completely digital and is typically completed in fewer than 10 minutes.

Solaris is a purely digital bank. Hence, we do not have any branches. Please use the identification method provided to you by our partner.

It is possible that the identification was interrupted due to instability in your internet connection. It can also be that the lighting conditions or your camera resolution were insufficient to detect and document all the security features of your ID document.

The VideoIdent process always meets the highest technical security standards and is approved by the regulatory authorities. All your data is subject to applicable privacy policies.

For new customers, the law requires Solaris to perform a unique identity verification (legitimacy). These are carried out by our service provider IDnow.

In order to identify our customers, we use IDnow as a service provider for identification processes. You will need internet access, a computer with a webcam or a smartphone or tablet and a valid identification document. The identification takes place via a live video connection to an IDnow agent. Experience has shown that the customer needs a stable internet connection. It is therefore advisable to conduct the identification from a WiFi network to avoid the process being aborted.

General exclusion of passports or regions can only be made due to the non-fulfillment of security measures during the identification process. In addition, Solaris may reject a customer due to compliance policies.

Due to the Foreign Account Tax Compliance Act (FATCA), we can only accept customers that are not taxable in the USA.