FAQ's

Security

• Is my money safe in imagin?

  Of course! imagin is a CaixaBank initiative designed for people who want to manage their money in a different way: clear, simple and transparent. In this regard, we benefit from being part of one of the most creditworthy financial groups. Therefore, we can guarantee the security of your money.

  Do you feel more confident now?

• What do I do if my phone gets stolen?

  Don't panic! You always need to enter your password or fingerprint to open the app, and that won't be easy for anyone else. Even so, we recommend that you log in with your username and password as soon as possible from a different phone.

  For your security, you can cancel your mobile card from the home screen by going to “My cards” and clicking on “Block (temporary/permanent) card”

• My card has been stolen/lost. What do I do?

  For your security, the first thing you need to do is block your card. You can do this easily in the imagin app: from the home screen go to “My cards” and click on “Block (temporary/permanent) card”.

  To block it, you can also call 938 872 508 or 900 211 211 (+34 93 887 25 25 if calling from outside Spain).

  In both cases, you will be able to request a card replacement at the same time, which will be sent to the address you indicate within a maximum of 10 days.

• What do I do if an ATM has swallowed my Reload card?

  You can cancel the card and order a new one from the imagin app: from the home screen go to “My cards” and click on “Block (temporary/permanent) card”.

  To block it, you can also call 938 872 508 or 900 211 211 (+34 93 887 25 25 if calling from outside Spain).

  In both cases, you will be able to request a card replacement at the same time, which will be sent to the address you indicate within a maximum of 10 days.

• What should I do if my login password has been disclosed?

  If someone else has gained access to your app login password, change it as soon as possible. Go to the Settings menu in the "Start" section, and then click "Change password". 

• How can I contact imagin?

  Via Instagram (@imaginers_app), Twitter (@ImaginResponde) or by ringing 938 872 508 or 900 211 211.

• What if there's a problem with my account?

  Whatever it is, it is important that you inform us as soon as possible so we can handle it. Contact us and we'll be happy to help.

• Security recommendations

  To prevent potential fraud, we recommend adopting the following simple measures:

  Sign out when you have finished using the imagin app by clicking the "Sign out" button.
  If you are suspicious of the authenticity of a website or email that appears to be from imagin, please contact us immediately.

• What would happen if Caixabank declared bankruptcy?

  CaixaBank is a member of the Deposit Guarantee Fund for Credit Institutions, which guarantees €100,000 per depositor in credit institution. But you can get more details on the subject here.

• The app isn't working, it keeps freezing. What do I do?

  First of all, check that you have good Wi-Fi connection or that your details are active. You can also try to log out and log in again, including updating the app through the PlayStore or the AppleStore. If the problem persists and error messages continue to appear, please contact us.

  First of all, check that you have good Wi-Fi connection or that your details are active. You can also try to log out and log in again, including updating the app through the PlayStore or the Apple Store. If the problem persists and you keep getting error messages, call us on 938 872 508 or 900 211 211. Please contact us.