Question 1

What is heykaution?

Accepted Answer

heykaution is a digital rent deposit account for landlords. It replaces the traditional pledged savings book. The deposit is actually held in a separate account, kept apart from the landlord’s assets as required by Section 551 of the German Civil Code (BGB). It remains the property of the tenant. The accounts are held by our partner bank, Vereinigte Volksbank Raiffeisenbank eG. The platform is operated by plusForta GmbH, based in Düsseldorf.

Question 2

What are the benefits for me as a landlord?

Accepted Answer

Legally compliant: You place the deposit yourself in a separate account at a German bank, kept apart from your assets, as required by Section 551 of the German Civil Code (BGB)., Free of charge: No account fees and no hidden costs, neither for you nor for your tenant., Fully digital: Open an account online in a few minutes, with no appointment at a bank branch and no paper forms. Identification is only required once. You create every further deposit account in a few clicks., All deposits in one place: In the dashboard you see all rental properties, tenants and deposit accounts with balance and status, for as many tenancies as you need., Less effort when paying in: If you choose, your tenant automatically receives the payment details with a QR code by email. You are notified when the money has arrived., Instalments in view: You set up an instalment plan and receive an email when an instalment is overdue., Faster access: For justified claims or at the end of the tenancy, you start partial or full payouts yourself in the dashboard, confirmed with an SMS code. The tenant’s consent is not required., Tax documents automatically: The bank withholds the tax on the interest and provides you with the documents for your tenant each year.

Question 3

What are the benefits for my tenant?

Accepted Answer

The deposit is held securely in a separate account at a German bank, kept apart from the landlord’s assets., The deposit remains the property of the tenant and earns interest., No cash handover is needed. The tenant simply pays by bank transfer., There are no costs for the tenant. Tenants can point their landlord to heykaution, but the account is always opened by the landlord.

Question 4

Who can open a rent deposit account – the landlord, the tenant or both?

Accepted Answer

Only the landlord opens the account and is the account holder. Tenants cannot create their own deposit account, but they can point their landlord to heykaution.

After the account is opened, the landlord receives the IBAN and the payment details. When creating the deposit account, the landlord decides via a checkbox whether the tenant receives these automatically by email. Alternatively, the landlord can download the payment details including a QR code from the dashboard and pass them on to the tenant.

Question 5

What are the requirements for landlords?

Accepted Answer

Landlords can open a deposit account if they meet all of the following requirements. The rules come from our partner bank and from anti-money-laundering law. Person: You are a natural person of legal age. Companies, partnerships (GbR), UGs, GmbHs or communities of heirs cannot open an account at present. You open the account yourself and identify yourself in person by video identification. Representation, for example by authorised representatives, property managers, relatives or legal guardians, is not possible. Each deposit account has exactly one account holder., Rental property: The rented apartment is located in Germany., Residence: Your place of residence must be in the European Economic Area, Switzerland, the United Kingdom or Monaco. This covers the EU member states Belgium, Bulgaria, Denmark, Germany, Estonia, Finland, France, Greece, Ireland, Italy, Croatia, Latvia, Lithuania, Luxembourg, Malta, the Netherlands, Austria, Poland, Portugal, Romania, Sweden, Slovakia, Slovenia, Spain, Czechia, Hungary and Cyprus, plus Iceland, Liechtenstein, Norway, Switzerland, the United Kingdom and Monaco. Residence in another country, for example Turkey or the USA, means an account cannot be opened. If you live outside Germany, the bank may ask for proof of your residential address., Citizenship and tax liability: You are not a US citizen and not liable to tax in the USA. This usually also applies to green card holders. You do not hold citizenship of North Korea, Myanmar, Russia, Belarus or Iran. This also applies if you live in Germany., Politically exposed persons: You are not a politically exposed person, nor a family member or close associate of a PEP. What a PEP is, is explained under “Which landlords are excluded?”., To open an account: a payout account in your name, a valid ID card or passport, a mobile number for the SMS code, and your tax ID. The bank can also retrieve the tax ID automatically from your name and address. If you are liable to tax in another country, you need your foreign tax ID instead. The partner bank makes the final decision on opening the account. Everything you enter during registration is listed under “What information do I need to register?”.

Question 6

What information do I need to register?

Accepted Answer

Please have the following ready for registration: Login details: form of address, first and last name (as shown on your ID), email address and password, Personal details: address, date of birth, place of birth and citizenship. For some citizenships, for example Ukraine, Armenia or Azerbaijan, the father’s name is also requested., Payout account: IBAN of an account in your name, Tax information: employment status, marital status, whether you are a US citizen, and your tax ID. The bank can retrieve the tax ID automatically from your name and address. If you are liable to tax in another country, enter that country and your foreign tax ID instead., Mobile number for confirmation via SMS code, ID card or passport for the video identification During registration you agree to the heykaution terms and privacy notice and generate your emergency code. You confirm the bank’s documents — terms, privacy policy, church tax declaration and information sheet — when you open your first deposit account.

Question 7

Which landlords are excluded?

Accepted Answer

Due to requirements of our partner bank, the following landlords cannot open an account: US citizens and persons resident or liable to tax in the USA (this usually also applies to green card holders), citizens of North Korea, Myanmar, Russia, Belarus or Iran, politically exposed persons (PEPs) as well as their family members and close associates Under the German Anti-Money Laundering Act, a politically exposed person is someone who holds or has held a prominent public office in Germany or abroad, for example members of government, members of parliament, senior judges, ambassadors or board members of state-owned companies.

Question 8

Are there any restrictions for tenants?

Accepted Answer

Yes. Tenants must be natural persons. In addition, a deposit account cannot be opened if a tenant is currently registered in Russia or Belarus, or in a country on the FATF (Financial Action Task Force) black list or grey list. The black list currently includes North Korea, Iran and Myanmar. The grey list also includes European countries such as Bulgaria and Monaco. The FATF updates both lists three times a year. You can find the current version on the FATF website.

For tenants, only the current registered address matters, not their citizenship. A tenant with Russian citizenship who is registered in Germany is therefore not a problem.

Question 9

Can I open an account as a company, partnership (GbR), UG, GmbH or community of heirs?

Accepted Answer

Not yet. Currently, only a natural person can be the account holder. An offer for commercial landlords is planned for May 2027.

Question 10

My tenant is a company. Can I still create a deposit account?

Accepted Answer

No. Only natural persons are possible on the tenant side as well.

Question 11

Can I open an account on behalf of someone else (power of attorney, usufruct, parents, legal guardianship)?

Accepted Answer

No. The account holder is always the landlord, who completes the identification in person. Representation, for example by an authorised representative or legal guardian, is not supported in the online application. The payout account must be in the same name as the account holder, otherwise the payout will fail. Property managers should therefore have the owner open the account themselves.

Question 12

We are two owners or landlords. Can we open a joint account?

Accepted Answer

No. A deposit account always has exactly one account holder. A joint account for two landlords is not possible.

Question 13

How long does it take to open an account, and what does the status “under review” mean?

Accepted Answer

Registration and video identification usually take a few minutes. The bank then reviews the application. The bank only creates IBANs on working days between 9 a.m. and 7 p.m., usually within 10 to 15 minutes. Outside these hours, the status remains “under review” until the next working day.

Some applications go through a manual review at the bank, for example if a name is similar to an entry on a screening or embargo list. This takes longer. As soon as the IBAN has been created, the landlord receives an email.

Question 14

Why was my account opening rejected, and what can I do?

Accepted Answer

The decision to open an account is made by our partner bank. There is no entitlement to an account, and the bank is not required to give reasons. Common reasons are: the landlord and the tenant are the same person, a US connection or an excluded citizenship or registered address, a company instead of a natural person, a match on one of the bank’s screening lists heykaution passes on the bank’s decision but cannot overturn it.

Question 15

How does identity verification work?

Accepted Answer

Identity verification is required by the German Anti-Money Laundering Act and is only needed for your first deposit account. It is not required for any further accounts. Review your details, Confirm the bank’s document electronically (no need to print or sign it), Video identification on your computer or smartphone with a valid ID card or passport, Sign electronically The video identification is carried out by IDnow, a service provider of the bank. heykaution is only informed whether the identification was successful.

Question 16

Which identity documents are accepted?

Accepted Answer

ID card or passport. A driving licence is not sufficient. Whether a specific foreign document is accepted is decided by IDnow during the session, not by heykaution.

Question 17

The identity verification link has expired or doesn’t work. How do I get a new one?

Accepted Answer

The link is only valid for a limited time. Please contact our support team. They will reset the process, after which you can restart the identification from your account.

Question 18

The identity verification keeps aborting, the camera won’t switch or nobody answers the call. What can I do?

Accepted Answer

Common causes are an unstable internet connection, camera or browser issues, or waiting times during peak hours. A stable connection, a different device or trying again later usually helps. If you have connection problems, we recommend the IDnow app. The identification is also available in languages other than German.

If nobody starts the identification within 5 minutes, please end the session and start a new one.

Question 19

The identity verification was successful, but nothing changes in the dashboard. What should I do?

Accepted Answer

After successful identification, the bank reviews the application. The status then shows “under review” until the bank creates the IBAN (working days, 9 a.m. to 7 p.m.).

Question 20

I’m not receiving an SMS code. What can I check?

Accepted Answer

Enter your mobile number with the country code, for Germany +49. Omit the leading zero after the country code (for example +49 151 instead of +49 0151)., The SMS code has 6 digits and is valid for 10 minutes. Always use the latest code (check the timestamp in the SMS)., As long as your mobile number has not been verified, the login code is sent by email. Codes sent by email and by SMS are not interchangeable., Check whether your phone blocks SMS from short codes., For logging in, you can use an authenticator app as an alternative to SMS (see “How secure is my login?”). Payouts, however, are always confirmed with an SMS code.

Question 21

My details were entered incorrectly before identification. How do I correct them?

Accepted Answer

Before identification you correct your details yourself, including your name, date of birth and address. A support ticket or a copy of your ID is not required, and the change is saved immediately. Make sure your name, date of birth and address match your ID exactly, otherwise the identification will fail.

The details are changed in the “Contact & identity details” form (first name, last name, date of birth, place of birth, citizenship, address and IBAN) or in “Tax information” (employment status, marital status and tax ID). During account setup: On the page “Your account setup step by step”, click the pencil next to “Personal information” or “Tax information”. This is possible until you have generated your emergency code., When creating your first deposit account: In the last step, “Review your landlord details”, click “Change” on the card with your personal details or on the card with your tax information., Application already submitted: On the video identification page, click “I need to change something”, as long as identification is not yet complete. The application is cancelled and the wizard opens again. The rental property and tenant are kept. Correct your details via “Change” and submit the application again. The bank receives the corrected details with the new application. You cannot restart the application while IDnow is reviewing it, once identification is already complete, or if it was started in the last 15 minutes.

These details cannot be changed in the account settings before identification. That becomes possible only once the bank has opened your account.

Question 22

What information do I need about the tenant?

Accepted Answer

Mandatory details include name, address, date of birth, place of birth, citizenship and tax ID. The bank is required to collect this information under the German Anti-Money Laundering Act. If the tax ID is not available, the bank can retrieve it automatically based on name and address. An incorrect tax ID leads to a manual review and considerably longer processing.

Tip: Ask to see the tenant’s ID when signing the rental agreement.

The tenant’s email address is optional. It is only needed if the tenant should receive the payment details automatically by email.

Question 23

Can I upload the rental agreement instead of typing everything in?

Accepted Answer

Yes. When creating the deposit account, you can upload the rental agreement. The data is extracted automatically and filled into the form. You then review and complete it, for example by adding missing details such as place of birth or citizenship. The rental agreement is only used for data extraction and is not stored.

Question 24

Can I store the rental agreement in my account?

Accepted Answer

No. Storing documents such as the rental agreement is not supported. An uploaded rental agreement is only used to extract the data and is not stored afterwards.

Question 25

How many tenants can I add per deposit account?

Accepted Answer

Up to two, for example a couple who are both named in the rental agreement. You add the second tenant via “+ Create tenant”.

Question 26

Can I add a tenant without an email address?

Accepted Answer

Yes. In that case the tenant cannot receive the payment details automatically by email. You download them from the dashboard and pass them on yourself.

Question 27

The system shows a warning for the apartment address. What does that mean?

Accepted Answer

The system checks the address you entered and points out possible typos. There is no autocomplete. If the address is correct, you can continue despite the warning. Street and house number, postcode and city are required. An optional label (e.g. “2nd floor left”) helps if you rent out several apartments in the same building.

Question 28

Can the tenant pay the deposit in instalments?

Accepted Answer

Yes. When creating the deposit account, you can enable instalment payments and set up to 12 instalments. The system suggests equal instalments. You can adjust the amount and due date of each instalment. Under Section 551 BGB, the tenant may pay the deposit in three equal monthly instalments.

The instalment plan is only for overview and reminders. If an instalment is due and has not yet been received, you as the landlord receive an email, once per overdue instalment. The tenant is not reminded automatically. Payments are accepted even if they differ from the instalment plan; at most, you will see a notice. The deposit is only considered fully paid once the agreed amount has been received.

Question 29

How do I create additional deposit accounts?

Accepted Answer

The easiest way is the “Open deposit account” button at the top left of the dashboard. You are then guided step by step through property, tenant and deposit. You don’t need to verify your identity again.

Alternatively, you can create an account via “+ Add” in the deposit accounts section. For this, the property and tenant must first be created in their respective sections.

Question 30

Where can I see my deposit accounts?

Accepted Answer

The dashboard has separate sections for properties, tenants and deposit accounts. A deposit account appears there immediately after it is created, together with its current status. Deleted accounts can be found via a separate filter.

Question 31

When is the deposit account active?

Accepted Answer

As soon as the bank has created the IBAN. The landlord then receives the email “Your heykaution account opening” with the property, the tenant and the next steps for making the deposit.

Question 32

How is the deposit paid in?

Accepted Answer

By standard SEPA transfer to the IBAN of the deposit account. Each tenancy has its own account with its own IBAN.

The landlord receives the payment details: IBAN, account holder, payment reference, deposit amount and a QR code for the banking app. They can download them as a PDF from the dashboard and pass them on to the tenant, or have them sent automatically by email if they selected this option when creating the account.

Please do not use an instant transfer (instant payment). The deposit account is a savings account, and instant transfers are technically not possible for savings accounts.

During the transfer, the banking app may show a warning, for example “Recipient cannot be verified” or “The name entered could not be matched with the name stored for the IBAN”. This is normal for deposit accounts: recipient verification only works for current accounts, not for savings accounts. The warning can be ignored. As long as the IBAN is correct, the payment arrives and is matched correctly. It is best to tell your tenant in advance, so they do not cancel the transfer. More on this under “The banking app says ‘Recipient cannot be verified’. What does that mean?”.

Question 33

Why is the deposit account a savings account and not a current account?

Accepted Answer

A savings account offers the strongest protection for the deposit: Separation principle: The deposit is kept apart from the landlord’s assets, as required by Section 551 BGB., Insolvency protection: The deposit is protected for landlord and tenant even in the event of insolvency., No costs: There are no account fees. However, savings accounts work differently from current accounts. For paying in, this means two things: instant transfers are not possible, and the automatic name and IBAN check does not work. This applies equally to all savings accounts at all banks in Germany, not just rent deposit accounts.

Question 34

Which details must be provided for the transfer?

Accepted Answer

What matters is the IBAN of the deposit account. Each tenancy has its own deposit account with its own IBAN, so the payment is matched by the IBAN alone. Please copy the IBAN exactly from the payment details or the account opening email, most easily via the QR code. Enter the account holder, that is the landlord, as the recipient. You can copy the payment reference from the payment details, but it is not needed for matching.

Question 35

My banking app says “Recipient cannot be verified”. What does that mean?

Accepted Answer

When making the transfer, you may see a message such as: “The name entered could not be matched with the name registered for this IBAN.”

This is completely normal. The name and IBAN check (verification of payee) is an EU requirement that only applies to payment accounts such as current accounts. This check cannot be carried out for savings accounts.

Please ignore the warning and complete the transfer. Your payment will be assigned correctly as long as the IBAN is correct.

Question 36

How long does it take for the deposit to be credited?

Accepted Answer

A standard SEPA transfer is usually credited within 2 to 3 working days. You can see the account balance in the dashboard.

Question 37

Why is an instant transfer not possible?

Accepted Answer

Instant transfers (instant payment) are intended exclusively for payment accounts and are technically not available for savings accounts. This applies to all banks in Germany.

Some banking apps automatically suggest an instant transfer after scanning the QR code. In that case, please select a standard SEPA transfer.

Question 38

I paid by instant transfer and the money hasn’t arrived. What happened?

Accepted Answer

The bank does not accept instant transfers. Most banks credit the amount back to the sender’s account within a few minutes. Please then pay again by standard SEPA transfer.

Some banks automatically convert a rejected instant transfer into a standard SEPA transfer. In that case, the money arrives in the deposit account after 2 to 3 working days. The money is never lost.

Question 39

How does the QR code work?

Accepted Answer

The QR code in the payment details contains all payment information. You scan it with your banking app and confirm the payment; no manual entry is needed. Make sure not to select an instant transfer if the app suggests one.

For instalment payments, there is a separate QR code for each instalment with the matching amount and due date. Only scan each QR code on its due date. Instalments that have already been paid are marked as “Paid”.

Question 40

The QR code doesn’t work. What should I do?

Accepted Answer

Please pay by standard SEPA transfer using the account details from the payment details or the account opening email.

Question 41

The tenant has already transferred the deposit to me. How do I transfer it?

Accepted Answer

You transfer the amount yourself to the IBAN of the deposit account. In the same way, you can move a deposit currently held in your current account, a savings account or another deposit account, including any interest accrued so far.

Please note: the bank accepts at most 10% more than the stated deposit amount. Higher amounts are rejected and returned. If the interest already accrued is more than 10% of the deposit, we recommend paying the interest directly to the tenant and transferring only the deposit itself to the deposit account.

Question 42

Too much or too little was transferred. How is this corrected?

Accepted Answer

Too little: Pay the difference by SEPA transfer., Too much: The bank accepts at most 10% more than the specified deposit amount. It rejects higher payments and returns them. An admissible excess amount can be paid out to the landlord via a partial payout, who then passes it on to the tenant., Moving an existing deposit with high interest: If the interest accrued so far exceeds 10% of the deposit, we recommend paying the interest directly to the tenant and transferring only the deposit. Alternatively, adjust the deposit amount on the deposit account’s detail page.

Question 43

Will I receive a confirmation of the deposit?

Accepted Answer

Yes. The landlord receives an account confirmation when the account is opened and a notification once the money has arrived. The account balance and documents are available in the dashboard at any time and can be passed on to the tenant. Our support team can provide additional proof if needed.

Question 44

How do I change my personal details?

Accepted Answer

It depends on whether the bank has already opened your deposit account.

Until the bank has opened your deposit account, you change your name, date of birth, address, citizenship, employment status and tax ID yourself. During account setup: via the pencil next to “Personal information” and “Tax information”, until you have generated the emergency code., When creating your first deposit account: in the step “Review your landlord details”, via “Change”., Application submitted, identification not yet complete: On the IDnow page, choose “I need to change something”. The application is cancelled. You correct the details in the wizard and submit it again. More on this under “My details were entered incorrectly before identification. How do I correct them?”.

Once the bank has opened the deposit account:

Address: My account → Contact details → Request address change. You confirm the change with a code. Our support team reviews the request and forwards it to the bank. If you live outside Germany, upload proof of address. The country stays as it was set during registration.

Name: My account → My details → Change name. Upload proof, for example a marriage certificate or a deed poll. Our support team changes the name and forwards the change to the bank.

Date of birth, citizenship, employment status and tax ID: these details are shown under My account → My details for reference only and cannot be changed there yourself. Create a support ticket in the dashboard for that.

Question 45

The landlord, tenant or apartment is assigned incorrectly. How do I fix this?

Accepted Answer

The assignment of an existing deposit account cannot be changed afterwards. Close the affected deposit account and then create a new deposit account with the correct details.

1. Open the wrongly assigned deposit account in the dashboard and choose “Close account”. Confirm the closure with an SMS code. If money is already in the account, the balance is transferred to your payout account. Right after the account is opened, “Close account” is locked for 15 minutes. After that you can close the account.

2. Use “Open deposit account” to create a new deposit account with the correct rental property and the correct tenant.

3. The new deposit account has its own IBAN. Transfer any balance already paid in to this new IBAN, and pass the new payment details on to your tenant if they still need to pay in.

Question 46

The deposit amount is wrong. Can I change it afterwards?

Accepted Answer

Yes. You can adjust the deposit amount yourself on the deposit account’s detail page. The bank is informed of the change automatically.

Question 47

The tenancy has existed for some time. Can I still create a deposit account?

Accepted Answer

Yes. You can also create a deposit account for existing tenancies and transfer the deposit you currently hold to the new IBAN yourself.

Question 48

How do I change the tenant when a new one moves in?

Accepted Answer

Each tenancy has its own deposit account. Replacing the tenant on an existing account is not possible, because the bank records the tenant as the beneficial owner.

When the tenant changes, you close the existing account and create a new deposit account for the new tenant. You can reuse the property.

Question 49

I’m selling the property. What happens to the deposit account?

Accepted Answer

A deposit account cannot be transferred to the new owner. You close the account and hand over the deposit to the buyer, who assumes the obligations relating to the deposit under Section 566a BGB. The buyer can open their own deposit account with heykaution for this purpose.

Question 50

How do I pay out the deposit at the end of the tenancy?

Accepted Answer

The landlord initiates the payout in the dashboard and confirms it with an SMS code. A partial payout or a payout of the full balance is possible.

Payouts are made only to the landlord’s registered payout account, not directly to the tenant. The amount is usually credited within a few working days. The landlord then transfers the deposit including interest to the tenant, minus any justified claims. Cash or cheque payouts are not available.

Question 51

When and how can the landlord access the deposit if they have claims?

Accepted Answer

The landlord initiates the partial or full payout in the dashboard and confirms it with an SMS code. The money goes to their payout account. Whether and to what extent the access is justified towards the tenant is governed by the rental agreement and the law (Section 551 BGB). heykaution and the bank do not check this.

Question 52

Does the tenant have a say before the payout is made?

Accepted Answer

No, the dashboard does not give the tenant a say. Claims and objections are settled between landlord and tenant.

Question 53

The payout hasn’t arrived in my account. Where was the money sent?

Accepted Answer

Always to the payout account registered during sign-up. If an incorrect IBAN or the IBAN of the deposit account itself was entered there by mistake, please contact our support team with the payout confirmation.

Question 54

How do I close the deposit account?

Accepted Answer

Open the deposit account in the dashboard and select “Close account”. After confirming with an SMS code, the full balance including interest is transferred to your payout account and the account is closed. If you have several accounts, repeat this for each account.

For the first 15 minutes after the account is opened, “Close account” is locked. After that, the function is available.

If no deposit is received within 90 days of opening, the bank may close the account.

Question 55

Can I transfer an existing deposit from another bank to heykaution?

Accepted Answer

Yes. You open a deposit account with heykaution and transfer the amount, including any interest, by SEPA transfer to the new IBAN. heykaution does not offer a direct account switch with your current bank.

Please note: the bank accepts at most 10% more than the stated deposit amount. Higher amounts are rejected and returned. If the interest already accrued is more than 10% of the deposit, we recommend paying the interest directly to the tenant and transferring only the deposit itself.

Question 56

How much does heykaution cost?

Accepted Answer

Nothing. The deposit account is free of charge for landlords and tenants, with no account fees and no hidden costs.

Question 57

Does the deposit earn interest?

Accepted Answer

Yes. Since 1 September 2026, the interest rate has been 0.1% p.a., previously 0%. The interest rate is variable and is based on market developments for savings deposits with a three-month notice period, as provided for in Section 551 BGB. Interest is credited to the deposit account automatically.

Question 58

Who has to pay tax on the interest?

Accepted Answer

The interest belongs to the tenant, so for tax purposes it concerns the tenant. The bank withholds and pays the tax on the interest. At the beginning of each year, the landlord receives the tax documents for the account and passes them on to the tenant. The tenant can claim them in their tax return.

Question 59

Why do I have to confirm a church tax declaration when opening the account?

Accepted Answer

In addition to capital gains tax, solidarity surcharge and church tax may apply to interest, which the bank withholds and pays. The church tax declaration is one of the bank’s mandatory documents for this tax deduction. It does not result in any costs for the landlord.

Question 60

The interest belongs to the tenant. Does heykaution earn money from it?

Accepted Answer

The interest on the deposit account belongs entirely to the tenant and is credited to the account. heykaution receives a fee from the partner bank for referring the deposits to it. The bank pays this fee from its own margin; it is not deducted from the tenant’s interest. We do not disclose the amount of the fee.

Question 61

How safe is the money?

Accepted Answer

The deposit accounts are held at Vereinigte Volksbank Raiffeisenbank eG. Statutory deposit protection of up to €100,000 per tenant applies.

Question 62

How secure is my login?

Accepted Answer

Every login is protected by two-factor authentication. By default, you receive a code by SMS for this. Alternatively, you can set up an authenticator app under Settings → Access. As long as your mobile number has not been verified, the code is sent by email. After 30 minutes of inactivity, you are logged out automatically. Payouts and account closures are always confirmed with an SMS code, even if you log in with the authenticator app.

Question 63

What is the emergency code?

Accepted Answer

During registration, an emergency code consisting of four words is generated, which you download as a PDF or print out. You need it if you can access neither your email address nor your mobile number and therefore cannot complete two-factor authentication when logging in. In that case, call the phone number printed on the PDF and state the four words. Your password is then reset. Please keep the code in a safe place.

Question 64

I’ve lost my emergency code. What now?

Accepted Answer

Send an email to info@heykaution.de, ideally from the email address registered with us. A ticket is created automatically. We review the case individually and get back to you.

Help & FAQ

About heykaution

Opening an account

Identity verification

Creating a deposit account

Paying in

Changes during the term

Payout and end of tenancy

Interest, costs and security

Access and emergency code

Withdrawal, termination and data

Contact

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