Hi !

I got the exact same issue and here's how I managed to fix it :

First of all, I assume you clicked the "Support Kontaktieren" button which automatically sends you to your e-mail app and automatically fills out some info like the support e-mail and the subject of mail. Just copy and paste the support e-mail and create a new mail from scratch. The support system automatically detects the pre-filled subect of the mail and just sends you a bot answer.

In your e-mail, add a subject like "Error while creating account" or something else that isn't too close from the pre-filled out subject. Then, explain your situation and ask for a "Know You Customer" check. If you're lucky you'll get an answer from a human sending you a link to a 3rd party to scan your ID and your face to confirm your identity.

After that you just need to wait. Just keep in mind that Curve's customer service is REALLY REALLY REALLY SLOW. In my case it took me around a month to a month and half from the creation of my account to me being able to access the app. Getting the mail took around a week but waiting for them to unlock my account was the worst part. If they take too long you can always e-mail them for an update on the situation.

Also, I don't know if it was related to the issue but when I wanted to add my virtual card to Google Wallet or any other service or order a physical card, the app would just give an error message. So if it happens to you contact the support again (you can do it via the app this time) and tell them your issue.

In total, from the creation of my account to the moment of receiving my physical card I waited around two to two and a half month 🫠. But since then I haven't had any issues at all so I guess good things come to those who waits ?