Ordering a replacement card: a step-by-step guide to getting a new card

Contents:

• Order a replacement card: via the app or customer service

• Arrange delivery: Stay easily reachable whilst travelling

• Check costs: Bear in mind the card type and delivery address

• Using your new card: Check the instructions and card details

• Conclusion: Get your new card in just a few steps

Ordering a replacement card: via the app or customer service

In the event of loss, theft or suspected misuse, you should block your card immediately and then arrange for a replacement. In the Swiss Bankers app, proceed as follows:

1. Open the app and select the relevant card.

2. Under ‘Card settings & PIN’, use the ‘Block card’ function.

3. Then order a replacement card via ‘Replace card’ and follow the instructions.

Ordering via the app is currently only possible in Switzerland and Liechtenstein. If you need a replacement card whilst abroad or are unable to use the app, please contact Swiss Bankers customer service.

Telephone: +41 31 710 12 15
Card enquiries: Monday to Friday, 08.00–18.00 Card
blocking: daily, 08.00–22.00

If your card is damaged or no longer works reliably, Customer Services will also help you to clarify the next steps.

Arrange delivery: Stay easily contactable whilst travelling

If your card goes missing whilst on holiday, having the correct delivery address is particularly important. Discuss with customer services where you can collect your replacement card and how long you’ll be staying there. If you’re due to move to a different location, you should let them know straight away.

Please have the following information to hand for this:

• Delivery address: for example, the full address of your accommodation.

• Length of stay: until when you’ll be reachable at this address.

• Contact details: a telephone number in case of any queries.

If the card is to be delivered to your hotel, please also inform reception. Until the replacement card arrives, a second payment card kept separately or a small amount of cash will help cover any necessary expenses.

Check the costs: note the card type and delivery address

In the event of loss or theft, different terms and conditions apply depending on the Swiss Bankers card:

• Travel and Prime: The replacement card, including any remaining balance, is delivered free of charge by courier worldwide.

• Life: A replacement card costs CHF 20.00 in Switzerland and CHF 50.00 abroad, including postage in both cases.

You will usually receive the replacement card for your Travel card within three working days. Please check the expected delivery date for your location directly with customer services, particularly if you are due to travel on soon.

Any remaining card balance will be transferred to the replacement card. However, you must report any unauthorised charges that have already been made separately. You can find out how to do this in the article ‘Reporting unknown charges: How to proceed correctly’.

Using your new card: Check the instructions and card details

As soon as your replacement card arrives, please follow the instructions provided regarding its first use and any necessary activation. If you have any queries, Swiss Bankers Customer Service will be happy to help.

Before making your next payment, please check the following:

• Check your balance: Use the Swiss Bankers app to check whether the remaining balance on the replacement card is available.

• Manage your PIN: You can change your PIN in the app, even if you do not know your current PIN. Choose a combination that is not easy to guess.

• Update payment details: Compare the new card details with those stored by online shops and subscription services, and update them if necessary.

• Check mobile payments: If you use Apple Pay or another mobile payment service, check whether the replacement card is ready for use there.

Continue to check your transactions regularly even after you’ve changed your card. This will help you keep track of your payments and enable you to react quickly to any unauthorised charges.

Conclusion: Get a new card in just a few steps

With a clear process, you can organise a replacement card even whilst on the move:

1. Secure your card: Block it immediately in the event of loss, theft or suspected misuse.

2. Order a replacement: In Switzerland and Liechtenstein via the app; abroad via customer service.

3. Arrange delivery: Clarify the delivery address, length of stay and any potential costs.

4. Check your new card: Check your balance and update your payment details if necessary.

This way, even if you lose your card, you’ll stay on top of things, organise a replacement without any unnecessary hassle, and be back on the move with your new card.