Nequi is Bancolombia's app-native wallet-bank with over 20 million users and zero branches. That's the point — and the frustration when something breaks. The support route: in-app chat first, help center articles for the common cases (locked account, stuck transfer, verification), and the formal PQR when you need a case on record.
The three classic problems
- Locked account — usually a verification trigger; the in-app flow requests documents and unlocks within days. Escalate by PQR if it drags.
- Money sent to a wrong number — immediately report through the app; recovery depends on the receiver, so speed matters.
- Withdrawal fails at the ATM/corresponsal — the reversal is automatic in most cases; give it the published window before opening a claim.
What Nequi never does
No calls asking for your key, no «advisors» on WhatsApp, no links by SMS to «unlock your account». Every one of those is a scam wearing the brand. Support starts inside the app — always.
Frequently asked questions
Does Nequi have a phone line?
Support is app-first: in-app chat and help center. Any published line lives on the official site — never trust numbers from ads or social media messages.
My Nequi account got locked — what do I do?
Follow the in-app verification flow and upload the requested documents. If it exceeds the published times, file a formal PQR to create a case number.
Is a WhatsApp 'Nequi advisor' real?
No. Nequi doesn't offer support through personal WhatsApp chats. That contact is a scam — report and block.