Frequently asked questions

Your card expires at the end of this year, and we are sending your new card already with a new number for even more security.

Your card number was changed for security reasons. However, all other details such as your PIN code remain the same. 

Swiss Bankers was relaunched in 2020 with a new logo and new design. 
However, the same conditions and functions still apply. The conditions for your particular card product are available here. 

The PIN remain the same.
You need the PIN code for cash withdrawals at ATMs, for direct payment in stores and for setting up your card in the Swiss Bankers app.

You can change your PIN code using the Swiss Bankers app, even if you no longer know your current code. If you have not installed the app, please refer to our customer service (Monday to Sunday, 08.00 a.m.–10.00 p.m.).

If you do not have the Swiss Bankers app yet, first download it and then register. After successfully registering, you can then add your card. 
If you have already registered your previous card in the app, the card number will be automatically updated after you use the card for the first time (e.g. by making a purchase or cash withdrawal with the PIN code). 

The credit or card balance of a card can be seen in the app and in the customer portal or can be checked at an ATM/ ATM.

On 1 October 2022, the orange payment slip (ESR) will be replaced by the new QR-bill in Swiss payment transactions.

For the next top-up, please use the new payment information that you will find in the Swiss Bankers app or at swissbankers.ch/ebanking. 

Note: Update your standing orders and payment templates. Your personal reference number will remain unchanged.

A payment slip with a QR code is required for that. You can create one with the QR code generator. For that, keep the payment information of your card at the ready.

To the QR generator

After that, print the payment slip with the QR code and with the payment slip, load your card at the post office.

You need the PIN code to withdraw cash from ATMs, make direct payments in stores, and set up your card in the Swiss Bankers app. The code will be automatically delivered to you. You can change the PIN code in Switzerland at ATMs or by calling +41 31 710 12 15.

Once your prepaid card has been topped up and activated, you can change the PIN code at ATMs in Switzerland and Liechtenstein, as well as at post office cash dispensers in Switzerland and via the Swiss Bankers customer service +41 31 710 12 15 worldwide.

With the Swiss Bankers app you can set a new code without knowing the current one.

Changed PINs must not contain easily recognized combinations (such as phone number, date of birth, license plate number, etc.). Please note when choosing your new PIN code that often only four-digit codes are accepted abroad.

You can change your PIN code using the Swiss Bankers app, even if you no longer know your current code. If you have not installed the app, please refer to our customer service (Monday to Sunday, 08.00 a.m.–10.00 p.m.).

The CVC (Card Verification Code) is a security code that is needed for making online payments, in particular. It is located on the back of your card next to the signature (last three digits). If you have saved the card in the Swiss Bankers app, you can display the CVC and the card number and expiry date using fingerprint, SmartCode, iris scan or Face ID.

A Swiss Bankers prepaid card offers you protection: Your card can only be charged when funds have been loaded. The prepaid cards are also equipped with the latest chip generation and offer additional protection against card misuse online with Mastercard Identity Check. The Swiss Bankers app offers additional security measures too, such as blocking the card for online purchases, contactless payment or certain countries. In the event of loss or theft, your card and its balance will be replaced immediately.

Your card stands out due to high security standards. What’s important is that you adapt your security settings to meet your needs and that you take our tips for optimum security and protection against fraud into consideration.

Your prepaid card is issued by Swiss Bankers (Liechtenstein). Swiss Bankers is the leading issuer of prepaid credit cards in Switzerland and Liechtenstein. The balances on these are insured in full, provided all due diligence obligations have been complied with.

The balance is insured in full, provided all due diligence obligations have been complied with. That means you should store your prepaid credit card in a safe place and regularly monitor your transactions. Do not pass on your data to other people. If you suspect fraud, you should block your card immediately via the Swiss Bankers app or call our customer service on +41 31 710 12 15 to have it blocked.

You should keep your prepaid credit card in a safe place and check your transactions regularly. Do not pass on your data to other people. If you suspect fraud, you should block your card immediately via the Swiss Bankers app or call our customer service on +41 31 710 12 15 to have it blocked.

Fraudsters use phishing e-mails to try to gain access to personal data such as card number, expiration date, validation code, PIN, etc. in order to carry out transactions in the name of the cardholder.

Never answer an e-mail asking you to unblock a blocked card or to disclose personal data such as card number, expiration date, validation code, PIN, etc.

Inform the Swiss Bankers customer service immediately on +41 31 710 12 15 if you suspect that you have received a phishing e-mail or if you have already disclosed personal details.

Mastercard Identity Check (formerly “Mastercard SecureCode”) is an authentication procedure from Mastercard for making online purchases with the highest security requirements. This protects you from unauthorised use of your Swiss Bankers card by third parties. When making an online purchase, you will be asked to approve the payment in the Swiss Bankers app after entering the card details. This procedure checks two security factors: access to your smartphone and your credentials in the Swiss Bankers app.

New payment standards and European laws require two-factor authentication (2FA) for online purchases to meet the highest security requirements. With Mastercard Identity Check, this is guaranteed and your data is protected even more effectively. By checking two security features, it is guaranteed that a payment on the Internet can only be made by you. At the same time, this procedure ensures increased security and more convenience when shopping online with your Swiss Bankers card.

The prerequisite for using Mastercard Identity Check is the Swiss Bankers app. Download the Swiss Bankers app, log in and then add your card in the app. After that, Mastercard Identity Check is automatically activated. The next time you make an online purchase, the purchase amount must be approved in the Swiss Bankers app. This request will appear as a message on the smartphone and can be accepted or rejected. Pressing "Confirm” completes the online purchase.

No, this service is available free of charge in the Swiss Bankers app.

Wherever you see the Click to Pay symbol, you will benefit from simple, fast and secure online checkout. You no longer need to enter a card number or fill in long forms when making a purchase. Enjoy the new way to pay with Mastercard wherever you see the Click to Pay icon, and Mastercard is accepted. Click here for more information and to create the Click to Pay profile.

No. Mastercard Identity Check with confirmation of online purchases via the Swiss Bankers app offers the highest level of security when shopping online. This is achieved by combining two security factors: Access to your smartphone and your credentials in the Swiss Bankers app. Thus, the solution meets the applicable security requirements. In addition, simplicity is a major advantage: You do not have to enter an SMS code. A simple confirmation in the app completes the online purchase.

You can use Swiss Bankers prepaid cards just like a normal credit card at over 40 million locations in Switzerland and abroad. You can also withdraw cash at favourable rates at over two million ATMs worldwide. In many stores you can pay conveniently contactlessly using your card. Prepaid credit cards are accepted by all online shops: Ideal for people who do not have a credit card or prefer not to use it online.

You can change your address under Change of address.

As of 01 October 2013, Swiss Bankers is no longer responsible for servicing American Express Travelers Cheques. Please direct any questions regarding American Express Travelers Cheques in foreign currencies to the following point of contact.

Calls from Switzerland
0800 255 200 (free of charge)

Calls from abroad
+44 207 365 4846

Yes, you can use your Swiss Bankers card for refuelling. Make sure that your card is topped up with at least CHF 150. This amount will be reserved on your card by the petrol station operators. The remaining amount will be released after refuelling. Swiss Bankers cannot influence the amount reserved, as this is set by the petrol station operators themselves.

Please note that certain petrol stations abroad (e.g. in eastern France) reserve up to EUR 500 on your card. If your card balance is lower, the payment will be declined."

Once your card has been topped up and activated, you can check the balance in the Swiss Bankers app or by phoning the Swiss Bankers customer service on +41 31 710 12 15.

Yes, the balance of cards denominated in CHF can be checked at ATMs and PostFinance ATMs (Postomats) in Switzerland/Liechtenstein.

All prepaid Swiss Bankers credit cards are equipped with the contactless payment function: Wherever you see the relevant symbol ⋑, you can pay for amounts of up to CHF 80.00 quickly and contactlessly. For higher amounts you will also need to enter your PIN code. Thanks to optimal encryption, contactless payment is just as secure as all other cashless payment methods.

Use the Swiss Bankers app and block your card immediately yourself. Report the loss of your card to the Swiss Bankers customer service immediately on +41 31 710 12 15. Your card will be frozen immediately. After contacting customer service, you will be sent a new card that has the same balance as the card that was lost or stolen.

A replacement Life card costs CHF 0.00 in Germany and CHF 50.00 abroad (includes delivery).

The Travel card is sent worldwide via courier and free of charge.

The validity period is shown on the card. Any credit balance is not lost when the card expires. Swiss Bankers is entitled to transfer the card balance to a new card before the expiry of the original card and to make this available to the cardholder. At the request of the cardholder, the card balance can also be transferred to another Swiss Bankers prepaid credit card or transferred to an account to be designated by the cardholder for a fee. If the card has not been used for a number of years and the credit card account falls below the minimum balance of CHF 100.00, Swiss Bankers reserves the right to refuse the card replacement and instead to charge an annual processing fee of CHF/EUR/USD 50.00 to the card account. Card accounts without any credit balance will be cancelled, once the card expires.

When using your prepaid card to pay or withdraw cash abroad, always choose the local currency (e.g. baht in Thailand, euro in Germany or Spain, rand in South Africa, etc.) to avoid an expensive currency conversion.

While you can easily pay the rental costs with Swiss Bankers cards, paying the deposit of the rental car is another matter. For the deposit you practically always have to provide a credit card with a credit limit. Since with a prepaid credit card the available credit can be used at any time, no credit limit is guaranteed. The car rental company therefore has no security and usually rejects prepaid credit cards.

However, there are companies that accept prepaid credit cards, as long as there is enough money on the card. You can clarify this directly with the company in advance.

In most cases, the amount was not debited but merely pre-authorized. Pre-authorizations are e.g. common for hotel bookings, fuel purchases, or online purchases (e.g. iTunes). Reservations serve to assure merchants that the card is active and can be charged. Reservations are generally released again automatically but this can take up to 30 days.

The amount per withdrawal is dependent on the limit of the relevant ATM operator and is the same for all prepaid, credit, and bank cards. The limit is determined by the relevant ATM operator and may vary between banks or countries. In most countries you can withdraw amounts with an equivalent value of between CHF 200.00 and 1,000.00 per withdrawal from ATMs. Exceptions exist in some countries where the living costs are very low. Our recommendation: Use your reloadable credit card mainly for cashless payments. The amounts mentioned also apply to EUR and USD for the Travel and Prime cards.

No, it is not possible to reload your prepaid cards with cash at a bank.

You can keep track of all your current transactions at all times via our Swiss Bankers app.

You can see a credit/refund at any time in the app.

If you are disputing a transaction, please fill out the Disputed Transactions form. You can find this under Downloads. Please fill out the form completely and sign it. Please enclose all documents indicated and return everything to Swiss Bankers. 

The clarification process can take between six and eight weeks after receipt of the form.

Block the card immediately in the case of unknown transactions. You have the option of blocking the card in the Swiss Bankers app or by calling our customer service on +41 710 12 15.

Please send a signed and completed Disputed Transactions form to Swiss Bankers within 30 days of the transaction date. You will find this form on our website under Downloads.

If the cardholder has died, the card must be closed. The card balance can be paid out to an estate account or an heirs account. 

A person entitled to an inheritance must prove his or her identity to Swiss Bankers by means of the following documents in writing: 

• Certificate of inheritance 
• Copy of a valid identification document (ID/passport)

to get information about the card.

Executors of wills have to identify themselves by means of: 

• Certificate of Execution of Will 
• and valid identification document 

The kinship to the deceased person, a family documentary or death certificate are not sufficient to obtain information about a card.

Option 1: Payment of the card balance to an estate account

In order to be paid to an estate account (in the name of the deceased person) a redemption form signed by all of the persons named in the certificate of inheritance must be submitted. A copy of the death certificate and the certificate of inheritance must also be submitted. In addition, the following documents are required:

- Copy death certificate 
- Copy of certificate of inheritance
- Copy of ID or passport of all heirs

Option 2: Payment of the card balance to a third-party account

Repayment to any third party account not belonging to the deceased person may only be used with written consent of all heirs (e.g. on the redemption form or a separate letter). A copy of the death certificate and of the certificate of inheritance must also be submitted. In addition, the following documents are required:

- Copy death certificate 
- Copy of certificate of inheritance
- Copy of ID or passport of all heirs

You can change your mobile phone number in the app under "Settings" > "Personal data" under "User data" by touching on Edit.

The service features and terms and conditions are described in detail for each card product on our website. There, you will find an overview of all of our products.

Für die Bearbeitung der Rückzahlung von Kartenguthaben über CHF/USD/EUR 50 erhebt Swiss Bankers je nach Kontowährung eine Gebühr von CHF/USD/EUR 20.

Withdrawals from ATMs using your prepaid card cost 2%, min. CHF/EUR/USD 5.00 in Liechtenstein and 2%, min. CHF/EUR/USD 5.00 abroad depending on the card currency. In some cases, additional charges are levied abroad directly by the bank itself. This information is subject to change.

Small amounts on Swiss Bankers prepaid card that cannot be withdrawn at an ATM can be used to make payment in a store or on the Internet. Remaining balances can also be transferred to a bank or post bank account for a fee of CHF/EUR/USD 20.00 by means of a form.

Can't start the Swiss Bankers app or do you get an error message after logging in? 
- Update the operating system of your smartphone if you have an outdated version installed
- If you have an Android device, check whether you have installed an up-to-date version of the Google Play Store
- Delete the Swiss Bankers app and install it again

To update the Google Play Store on an Android device:
- Open the Google Play Store
- Tap on the profile icon in the top right corner
- Go to Settings
- Tap on «Info» and then on «Play Store Version»
- If an update is necessary, an option to update will be offered

If you continue to have problems with the Google Play Store, clear the app's cache: Clear Cache guide. 

If you are using an Android device and have modified the original operating system (jailbreak), you will not be able to access the Swiss Bankers app for security reasons, the same applies to the Google Play Store. In this case, make sure that you have installed an original version.

Please uninstall the Swiss Bankers app from your old device and then install it on your new device. For security reasons, you can only use the Swiss Bankers app on one device.

To activate the Swiss Bankers app on your new device, please proceed as follows:

1. open the Swiss Bankers app on your new device.
2. log in with your mobile number registered with Swiss Bankers.
3. enter the confirmation code you received by SMS in the app.
4. open the confirmation link that you also received by SMS to finalize the activation.

Your Swiss Bankers app and your account are now successfully activated. Next, unblock your cards by clicking on the respective card and entering the corresponding PIN code. If you have forgotten your card PIN code or are using a new mobile number, please contact Swiss Bankers Customer Support.