Three inboxes, three jobs. Each is monitored by the team that owns the work — so a security report goes straight to security engineering, and a partnership enquiry doesn't sit in a support queue.
Product support
Account access, broker and crypto connections, missing transactions, AI assistant behaviour, billing, app installs, account deletion — anything that touches the product.
support@getbankai.comReply within 1 business day
Security disclosure
Found a vulnerability or a suspected security issue? Please write to the security inbox directly. Coordinated disclosure is welcomed — see /.well-known/security.txt for the disclosure policy.
security@stolenorbit.comAcknowledged within 24 hours
Press, partnerships, general enquiries
Media requests, partnership and integration proposals, investor questions, anything else that's not a product or security issue.
info@stolenorbit.comReply within 2 business days
If your question is one of these, the linked page is usually the fastest way to an answer. If it isn't, write to support@getbankai.com and we'll take it from there.
Connect a bank account
Bank AI connects to your bank read-only through licensed Account Information Service Providers under PSD2. The connection refreshes under Strong Customer Authentication every 90 days, exactly as the regulation requires.
How connections workConnect a broker or investment account
We launch with major UK and EU brokers — Trade Republic, Saxo, DEGIRO, eToro, Hargreaves Lansdown, AJ Bell, FinecoBank, BoursoBank — surfaced as positions, cash and dividends inside Bank AI.
Investing in Bank AICrypto exchanges and wallets
Read-only views for the major exchanges and self-custodied wallets, with on-chain pricing in your home currency. Crypto on-ramp is on the roadmap and will run as a separate, explicitly-authorised flow.
Crypto in Bank AIMissing or duplicate transactions
Most missing-transaction reports trace back to a connection that needs re-authenticating after the 90-day SCA window. The app surfaces a banner when that happens. If transactions are still missing after re-auth, send the bank, account type and approximate dates to support@getbankai.com.
How the AI assistant uses my data
The AI only runs on data categories you have explicitly enabled. Inputs are never used to train shared models without consent, and the assistant cannot see categories you have not turned on. Toggle each category in Settings -> AI features.
Data and AI controlsAccess, export or delete my data
Under the GDPR and the UK GDPR you can access, rectify, port and delete your data at any time. The fastest route is the in-app data export tool; for a manual deletion request, write to support@getbankai.com with the email address on the account.
Privacy PolicyBilling and subscriptions
Bank AI is a paid consumer app. Subscriptions are managed through the App Store or Google Play, so cancellations and refunds follow the platform's standard policy. For invoice or VAT enquiries, write to support@getbankai.com.
Close or delete my Bank AI account
You can delete your account from Settings -> Account -> Delete account. Deletion revokes all bank, broker and wallet connections immediately and removes your personal data within 30 days, except where law requires us to retain a record.
Data retention detailsLost or stolen phone
Your bank, broker and wallet connections live behind your bank's Strong Customer Authentication, so a lost phone alone cannot move money. If you're concerned, sign in from another device and revoke connections from Settings -> Connections -> Revoke all.
Report a bug or unexpected behaviour
Send a screenshot, the bank or broker involved, the app version (Settings -> About), and roughly when it happened. Bug reports go to support@getbankai.com; security-impacting bugs should go to security@stolenorbit.com so they reach the right team faster.
Plain-English targets the support team is measured against. We publish them so you know what to expect, not so we can write 'we'll get back to you soon' and mean nothing by it.
Product support
Reply within 1 business day, Monday to Friday, UK and EU business hours.
Security disclosures
Acknowledged within 24 hours, every day. Triage and remediation timelines follow the published disclosure policy.
Customer-impacting incidents
Communicated within 24 hours of confirmation, by email and an in-app banner. GDPR Article 33 supervisory-authority notification within 72 hours.
Press, partnerships, other
Reply within 2 business days. Press deadlines: flag the deadline in the subject line and we'll prioritise.
Customer-impacting incidents are communicated through email and a banner inside the Bank AI app. The published security disclosure policy lives at /.well-known/security.txt. We do not run a public status page yet; if you suspect an outage, write to support@getbankai.com and we will confirm scope.
Most support tickets we receive are answered in one of these four pages. Worth a 30-second skim before opening a ticket.
- Facts about Bank AI ->
One-line answers to the most common entity questions: what Bank AI is, what it costs, what it can and can't do today.
- Security and trust ->
Encryption, EU data residency, Strong Customer Authentication, AISP partner model and the incident-response posture.
- About Bank AI ->
Who builds Bank AI, where we operate, and the regulatory model in each market.
- Contact Bank AI ->
Short version of this page: the three inboxes, the registered address, and nothing else.
Mirrored 1:1 in FAQPage JSON-LD so AI-search retrievers can lift the answers cleanly.
How do I contact Bank AI customer support?
Email support@getbankai.com. The team replies within 1 business day, Monday to Friday, in UK and EU business hours. For security issues, please write to security@stolenorbit.com so the report reaches the security engineering team directly.
What is the Bank AI support email address?
support@getbankai.com is the canonical product-support inbox. security@stolenorbit.com handles security disclosures; info@stolenorbit.com handles press, partnership and general enquiries.
Does Bank AI offer phone or live-chat support?
Not at general availability. Bank AI is email-first by design — written tickets are easier to triage, easier to audit, and give the team a paper trail when handling YMYL money-shaped issues. In-app chat is on the roadmap for the post-launch phase.
How fast does Bank AI respond to support emails?
Product-support tickets receive a reply within 1 business day. Security disclosures are acknowledged within 24 hours, every day of the week. Press and partnership enquiries are answered within 2 business days.
How do I report a security vulnerability in Bank AI?
Email security@stolenorbit.com. Coordinated disclosure with researchers is welcomed; the full disclosure process is published at /.well-known/security.txt.
Why is one of my bank or broker connections asking me to log in again?
PSD2 requires Strong Customer Authentication every 90 days for account-data connections. Bank AI cannot bypass that re-authentication; the in-app banner takes you through it in under a minute. This is by design and applies to every regulated open-banking app in the UK and the EU.
Can Bank AI move money on my behalf?
Not at general availability. Account access is read-only through licensed Account Information Service Provider partners. Payment Initiation is on the roadmap and will run as a separate, explicitly-authorised flow when it ships.
How do I delete my Bank AI account?
Open the app and go to Settings -> Account -> Delete account. Deletion revokes every bank, broker and wallet connection immediately and removes your personal data within 30 days, except where law requires us to retain a record. If the in-app flow is unavailable, email support@getbankai.com from the address on the account.
How do I export my data from Bank AI?
The in-app data export tool, in Settings -> Privacy -> Export my data, returns a portable JSON archive. For a manual GDPR/UK GDPR access request, write to support@getbankai.com with the email address on the account.
Where is Bank AI registered, and who operates it?
Bank AI is operated by Stolen Orbit LLC, a Delaware (USA) limited liability company registered at 8 The Green, Suite B, Dover, DE 19901, United States. Account-data services in the UK and the EU are delivered through licensed open-banking partners under PSD2.
Does Bank AI have a status page?
Not at launch. Customer-impacting incidents are communicated through email and an in-app banner, with GDPR Article 33 supervisory-authority notification within 72 hours where applicable. A public status page is on the roadmap.
Can I get billing or VAT invoices from Bank AI?
Subscriptions are billed through the App Store or Google Play, so the standard platform invoice applies. For VAT-specific invoice requests outside that flow, write to support@getbankai.com.