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FAQS
You can request a refund of transactions back to your card through the App if you do not accept or acknowledge them for various reasons, such as being a duplicate payment, fraud, theft, goods not received, etc.
If you wish to request a refund of the transaction, go to the imagin app and select the card, tap on “Request return,” tap or select the transaction and follow the steps to request the refund.
Before requesting the refund, if it is a transaction that you do not recognize, make sure that the charge is incorrect, since sometimes the business appears in the transaction details with a different name. If you are requesting the refund due to fraud or theft, you must attach the corresponding police report.
Each request will be examined and resolved with a refund if appropriate.
If you have blocked your password from the app by incorrectly entering it, don't worry, as you can recover it online. Tap on the App log in screen where it says: Unable to log in?
Please note that you need to have an imagin/CaixaBank credit or debit card and have your mobile phone to hand. Make sure that you have saved your mobile phone number with imagin. Follow the steps and you're ready to go!
Check your IBAN in the Summary section on the imagin home page. For Swift/BIC codes select the My Account Details option in the top right menu.
If you can't remember your login password for the app, click the Can't log in? option on the home screen. We will ask you some security questions to confirm your identity and to help you retrieve your password.
Signing up to imagin is simple and takes less than 2 minutes. Download the imagin app, complete the short form with your main details, and create your login passwords. The documents you will need are as follows:
- If you are a student or are employed by a company, you will just need your ID document and to follow the steps indicated.
- If you are self-employed, as well as your ID document, you must have your self-employment information (Form 036 or 037) and documentation on your business (Form 303, 100/130 or 390, as applicable). And just like that, you're an imaginer!
Don't know how to open your account? More information here.
Bizum is an online & instant payment system without commissions.
Find out more here.
If you want to check your balance, your latest transactions or a summary of your account status, just go to the home screen. Very easy! If you need to get an extract of movements, on the home screen, click on the contextual menu and then on extract movements. Choose the date and the format in which you want to extract it. If you need a certificate of ownership, you will have to request it at our branches or, if you are a CaixaBank customer, obtain the ownership of your imagin account from the CaixaBankNow website. This certificate costs €15 plus VAT.
Are you already a customer?
Access the app to resolve your questions quickly through chat.
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Become a customer in a few steps and contact us whenever you want from the imagin app.
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Here you will find all the frequent questions categories.
If you prefer, you can call us at +34 93 887 25 08 or +34 900 211 211.
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