Answers, before you have to ask.

Eight topics

Application and start, payment and instalments, report and entries, letters and deadlines, account and card, cancellation and withdrawal, privacy and security, joining the team — every answer follows the same rules as on the phone: bank-confirmed means paid, the bank decides on account and card, twelve monthly instalments, then cancellable monthly and informally.

Three ways to a person

The assistant on the contact page answers straight away. Customers reach their contact person in the customer area under Help. Everyone else: support +41 44 244 93 01 on weekdays or support@fiaon.com, a reply within one working day.

Frequently asked questions

How long does the application take?

Your details take about five minutes: name, contact, date of birth, address (fills in as you type), occupation, income and your current situation. We then check your details right in the application — address, contact, no existing contract, without any credit bureau enquiry. Then you set your personal PIN, choose your plan and target limit and sign the contract on screen. The application is currently in German; our team helps in English on the phone.

What happens after the application?

Straight after signing you see the payment details for your first monthly instalment with a QR code and make the transfer. Then you open your area; later you sign in with your e-mail address. Once your payment has arrived, you choose your onboarding call there and receive our partner bank's link for your card application (if you did not request an immediate start, once the withdrawal period has expired). The bank decides on the card and the limit.

What is the onboarding call?

A phone call of around 15 minutes with one of our team: situation, goal, documents, next steps. It is mandatory because your first step is set in it. Anyone who booked a call beforehand does not need a second one.

Can I still change the plan?

Yes — in the application, in the onboarding call and upwards at any time afterwards; downwards from the next instalment cycle. The plan finder on the pricing page gives a first orientation.

I abandoned the application — what now?

You can continue at any time: the link in the e-mail takes you back into the application. Costs only arise when you sign the contract and click “Zahlungspflichtig annehmen” (accept with obligation to pay) — before that you see the plan, monthly instalment, term and total amount.

How do I pay the first instalment?

By bank transfer to the payment details in the customer area (with a QR code to scan). As soon as the bank confirms receipt, your plan is active — at FIAON “paid” always means bank-confirmed, not just reported.

How do the further instalments work?

Just like the first: you pay every instalment by bank transfer, and FIAON never debits your account. Bank details and payment reference are in every payment e-mail and in the customer area under Subscription & payments. Two days before each due date the payment calendar reminds you.

My payment has not arrived — what should I do?

Bank transfers take one to two banking days. Check the reference (your reference) and the amount. If the payment has not been allocated after three working days, contact support with date and amount — we look for it in the bank ledger.

What happens if I cannot pay an instalment on time?

You get a reminder with the payment details; no reminder fees arise at FIAON. Get in touch before the due date if money is tight — your contact person can move an instalment.

Do I get an invoice?

Yes, per instalment in the customer area under Subscription & payments as a PDF — with VAT shown.

What does the credit assessment cost?

€149 on its own, €74 with a running plan — one-off, no subscription. For new plan customers the credit assessment is included in the plan — it is the step before our partner bank's link for your card application.

What is the FIAON credit assessment?

Your creditworthiness as a bank sees it — from your own bank statements: household budget and the nine criteria a credit check looks at, every income and expense by payee, a traffic light for seven areas, your FIAON financial score and a twelve-month plan. All we need is your ID and your bank statements for the last three months. After ordering you get a link to upload them — no login needed. A person checks the report and releases it; you receive it as a PDF by email and in the customer area. The credit assessment is not a report from a credit bureau and not a credit score. You can request your free data copy yourself at any time — upload it and we will include it.

Does FIAON request my credit report?

No. You request your data copy yourself — free of charge, the self-disclosure generator under /werkzeuge/selbstauskunft writes the letter. Responsible are SCHUFA in Germany (alongside Boniversum, CRIF), KSV1870 and CRIF in Austria, CRIF, Intrum and the debt enforcement register in Switzerland. Upload the data copy in the customer area and your plan classifies every entry.

How long until the data copy arrives?

The credit bureaus have one month (Art. 15 GDPR); in practice data copies often reach you by post after one to three weeks. Then upload it in the customer area — a phone photo is enough.

What do the assessments on the entries mean?

Every entry gets a classification: settled, deletable, correctable, challengeable — or justified. Justified means: lawfully reported and still within the deadline; no letter changes that, and we say so beforehand.

What is the new SCHUFA score?

Since 17 March 2026 SCHUFA calculates 100 to 999 points from twelve published criteria in five classes. It replaces the base score in per cent. FIAON classifies your score criterion by criterion — the table is on the page Understanding the SCHUFA score.

Can I request my report myself free of charge?

Yes, the data copy under Art. 15 GDPR is free at every credit bureau. The self-disclosure generator under /werkzeuge/selbstauskunft writes the letter. FIAON is worth it for the explanation, the review and everything afterwards.

Who writes the letters?

FIAON, from templates reviewed by lawyers, with your data and the fitting ground (Section 31 BDSG, Art. 16/17/21 GDPR). You see every letter in the customer area and approve it — nothing goes out without you.

How are the letters sent?

From the Pro plan upwards by registered post through FIAON; in the Start plan we prepare them and you send them yourself. The proof of delivery is in your file.

How long until a credit bureau replies?

One month after receipt, in exceptional cases with notice up to three. FIAON tracks the deadline and follows up; if refused without reason, a complaint to the data protection authority follows (Art. 77 GDPR).

What if a creditor does not react?

Then the request goes to the credit bureau, which has to check itself — and in parallel the reminder with a deadline to the creditor. You see every step and every reply in your file.

I have received a court payment order — does FIAON help?

FIAON is not legal advice; you must keep the objection deadline (two weeks) yourself — the deadline calculator under /werkzeuge/mahnbescheid names the day. We check claim, costs and limitation with you and draft instalment offers.

Am I guaranteed an account or a card?

No — and anyone who promises that is not serious. FIAON prepares: a current account with the partner institution for every customer, a credit card as soon as your file reaches the card partner's threshold. The bank decides on the issue.

What is card readiness?

A value FIAON calculates from entries, income and account behaviour. It shows how close you are to the card partner's threshold and which step moves it how far — a progress bar, not a promise.

I have a basic account — is that enough?

The basic account is your legal right and good ground: salary receipts, punctual debits, no permanent overdraft build the account history that banks read later. The route via FIAON builds on that.

How high is the limit at the start?

The card partner decides that on the basis of the file; typically it starts small and grows with statements settled on time. The timeline is on the page A credit card despite an entry — a typical course, not a promise.

How do I cancel?

The contract runs for twelve monthly instalments; after that at any time with one month\x27s notice, informally: in the customer area under Subscription & payments with one click or by e-mail to support@fiaon.com. You get a confirmation.

Is there a right of withdrawal?

Yes, 14 days from the conclusion of the contract, without giving reasons — the withdrawal notice and the model form are on the page Right of withdrawal. Services already provided are charged proportionately.

What happens to my data after cancellation?

On request we delete report, documents and file completely (Art. 17 GDPR) and confirm it within 30 days. Statutory retention obligations for invoices remain.

Do my letters continue after cancellation?

Letters already sent remain effective — the credit bureau has to reply. Follow-up by FIAON ends with the plan; you receive all documents as copies.

Where is my data held?

On servers in Frankfurt am Main (EU), encrypted in transit and at rest. Details and the live status are under /status and /en/security.

Who sees my file?

Your contact person, the operators — and nobody else. Partner banks see only what you explicitly approve; the consent is logged and revocable.

Does FIAON see my online banking?

No. You upload bank statements as a file or photo; account connection (PSD2) is being prepared and will only be used with your explicit consent.

How do I get a copy of my data at FIAON?

In the customer area under My account or by e-mail — access under Art. 15 GDPR, free, within one month.

Can I work for FIAON as a customer?

Yes — many in the team were customers themselves. Application in four steps on the careers page; Florentine Lombardi gets in touch with you personally.

Employed or freelance?

Both: employment or freelance work on commission, remote in Germany, Austria and Switzerland. Nobody speaks to customers before passing the Academy.

What do I earn?

That is settled in the conversation and in the contract — regulated honestly, no fantasy numbers on the website. The careers page explains how the collaboration works.