Security, Documentation and customer service

Q: What passwords are there and what do I need them for?
A:

• Logon password: Access account/custody account online. Initially sent by post.

• Tele-PIN: For phone order legitimation.

• iTANCard / flateXSecure app: Authenticates actions requiring confirmation.

• SMS initial password: Initial online login in combination with customer number or username.

Q: What can I do if I have forgotten, locked, or lost a password?
A: Assign a new password at login, following the rules: at least 8 characters, alphanumeric, contains 1 letter and 1 number, different from the last 10 passwords. You can also unlock via the voice portal or email request to info@flatex.de.

Q: Are my deposits secured with flatex?
A: Yes. Deposits are covered up to €100,000 per depositor under the Compensation Scheme of German Banks GmbH (EdB). Securities are segregated and protected in case of insolvency.

Q: Where do I apply for the certificate of inheritance?
A: Apply at the competent probate court. If the deceased’s last residence was abroad, apply at the District Court of Berlin-Schöneberg, Grunewaldstr. 66-67, 10823 Berlin.

Q: How do I get a Bafög confirmation?
A: Contact flatex support (flatex classic/next). Provide the exact office address. Confirmation is sent directly to the office free of charge.

Q: How can I arrange for duplicates of my securities statements to be sent to my compliance department?
A: Free of charge. Send a signed written order to flatexDEGIRO Bank AG, Pölbitzer Str. 9, 08058 Zwickau, including the exact address for duplicates.

Q: How can I switch between flatex next and flatex classic?
A:

• Classic: Click “Switch to flatex next” in the menu.

• Next: Settings > User profile.

Q: Why does the stock exchange displayed in my portfolio differ from the actual stock exchange?
A: Portfolio overviews are informational. Valuation is based on the last traded price, which may differ from the actual exchange and include a time delay.

Q: Why are sometimes incorrect purchase prices displayed?
A: Portfolio overviews use the last traded price, which may differ from the executed exchange. See the order book for details.

Q: Where can I find the IBAN of my cash account?
A:

• flatex next: Dashboard > Credit

• flatex classic: Service > Bank details

Q: Where can I find my custody account number?
A:

• flatex next: Dashboard

• flatex classic: Service > Bank details

Q: Where can I find my account and custody account transactions?
A:

• flatex next: Dashboard > Custody Account > History

• flatex classic: Account & Custody Account > Account Transactions / Custody Account Transactions

Q: How and where can I complain?
A: Contact flatex via phone or the support area. See Complaint Handling Principles and General Terms and Conditions, Section I, No. 23.

Q: What is the address of flatexDEGIRO Bank AG in Neuss?
A: Hammfelddamm 4, 41460 Neuss. Send all securities-related documents here.

Q: What is the address of flatexDEGIRO Bank AG in Zwickau (back office)?
A: Pölbitzer Str. 9, 08058 Zwickau. Send account/custody account documents here.