flatex Account, Security, and Service FAQs

Passwords and Security

Types of passwords and their purpose

• Logon password: Used to access your online account and custody account. Sent by post when your account is opened.

• Tele-PIN: Used for identification when placing orders over the phone.

• iTANCard or flateXSecure app: Used to authorise transactions or actions requiring additional verification.

• SMS initial password: Used for your first online login together with your customer number or username.

If you have forgotten, locked, or lost a password
Follow these steps to reset your password or unlock your account:

1. Go to the flatex login page.

2. Select “Assign new password.”

3. Create a new password that:

   • Contains at least 8 characters.

   • Is alphanumeric (includes both letters and numbers).

   • Is different from your last 10 passwords.

4. Alternatively, you can:

   • Unlock your account via the voice portal, or

   • Send an email request to info@flatex.de.

Deposit protection
Your deposits are protected up to €100,000 per depositor under the Compensation Scheme of German Banks GmbH (EdB).
All securities are held separately and remain secure even in the event of insolvency.

Legal and Documentation Requests

Certificate of inheritance
Applications must be made through your competent probate court.
If the deceased’s last place of residence was outside Germany, apply directly to:

District Court of Berlin-Schöneberg
Grunewaldstr. 66–67
10823 Berlin

Requesting a Bafög confirmation

1. Contact flatex support via flatex classic or flatex next.

2. Provide the exact address of the Bafög office handling your case.

3. flatex will send the confirmation directly to the office free of charge.

Sending duplicates of securities statements to a compliance department

1. Write and sign a formal order requesting duplicate statements.

2. Include the exact address of your compliance department.

3. Send the signed document to:

   flatexDEGIRO Bank AG
   Pölbitzer Str. 9
   08058 Zwickau
   This service is provided free of charge.

Platform Access and Display Information

Switching between flatex next and flatex classic

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

• From flatex next: Go to Settings > User profile.

Displayed stock exchange values in your portfolio
The portfolio overview is for information purposes only.
Valuations are based on the last traded price, which may differ from the actual stock exchange rate and can include a short time delay.

Incorrect purchase prices in the portfolio
Displayed prices are based on the most recent trade price, not necessarily the executed exchange price.
For the most accurate figures, check your order book.

Account and Custody Account Details

Finding your cash account IBAN

• flatex next: Go to Dashboard > Credit.

• flatex classic: Go to Service > Bank details.

Finding your custody account number

• flatex next: Located on your Dashboard.

• flatex classic: Go to Service > Bank details.

Viewing account and custody account transactions

• flatex next: Navigate to Dashboard > Custody Account > History.

• flatex classic: Go to Account & Custody Account > Account Transactions / Custody Account Transactions.

Support and Contact

Submitting a complaint
You can contact flatex by phone or through the support area within your account.
Full details are available under the Complaint Handling Principles and in the General Terms and Conditions (Section I, No. 23).

Bank Addresses

Neuss Office – Securities Documentation

flatexDEGIRO Bank AG
Hammfelddamm 4
41460 Neuss
Send all securities-related documents to this address.

Zwickau Back Office – Account and Custody Documents

flatexDEGIRO Bank AG
Pölbitzer Str. 9
08058 Zwickau
Send all account and custody account documents here.