FAQ's

• 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 'Wallet' section. Go to the 'Card options' menu and select 'Block 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: select your card in the "Wallet" section. Go to the 'Card options' menu and select 'Block card'.

  To block it, you can also call 902 302 044 (00 34 93 591 83 76 if you are calling from outside of 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: select your Reload card under the 'Wallet' section. Go to the 'Card options' menu and select 'Block card'.

  To block it, you can also call 902 302 044 (00 34 93 591 83 76 if you are calling from outside of 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". 

• 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.