Frequently asked questions

Do you have any more questions about our services? Below you will find answers to general questions about security, usage and service and specific questions about our various different prepaid credit cards.

PIN and Internet Code / CVC (security code)

What's the difference between my PIN and Internet code?

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. The Internet code is required for viewing your card account online. You can change your PIN code (not your Internet code) at ATMs in Switzerland or by phone at +41 31 710 12 15.

How can I change my PIN-Code?

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. The procedure for changing the PIN by phone is as follows:

After the language selection, choose the «PIN Change» service via key 3. Enter card number and PIN and confirm by pressing the # key. After entering the new PIN twice and confirming each entry by the # key, press key 1 to finish. The new PIN is valid immediately.

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

What do I have to pay attention to when changing the PIN-Code?

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 forgot your PIN – what now?

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.).

You forgot your Internet code – what now?

If you forgot your Internet code, please call Customer Service +41 31 710 12 15 (Press 4: Internet Code).

What is a CVC and where do I find it?

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.

Security of prepaid cards

Why are the prepaid cards of Swiss Bankers so safe?

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.

How secure is my card balance?

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.

Is the balance of the card insured?

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.

What are the due diligence obligations that must be respected?

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.

What is a phishing e-mail?

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.

What should I do if I suspect a phishing attempt?

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

What is Mastercard Identity Check?

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.

How secure is Mastercard Identity Check?

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.

How can I use Mastercard Identity Check?

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.

Does the use of Mastercard Identity Check cost anything?

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

Can online purchases be made without the Swiss Bankers app?

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.

Service for our products

Where can the prepaid cards be used?

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.

How can I find out the balanceof a Swiss Bankers prepaid card?

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.

Is it possible to check the card balance at an ATM?

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

Contactless payment – what’s that?

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.

What happens to prepaid cards that are lost or stolen?

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.

What happens after the card expires?

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 20.00 to the card account. Card accounts without any credit balance will be cancelled, once the card expires.

Local currency: «yes» or «no»?

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.

Rent a car - can I use a Swiss Bankers card?

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.

An amount was charged to my card account although I did not make a payment. What do I have to do to have the amount refunded?

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.

How much cash can I withdraw from an ATM?

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.

Can I reload my prepaid cards with cash at a bank?

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

Where can I get an account statement?

You can keep track of all your current transactions at all times via our Swiss Bankers app. You can access an account statement via the customer portal login in the top right-hand corner of swissbankers.ch.

Where can I see my credits?

You can check a credit/refund at any time in the Swiss Bankers app, or on our website under Card account

What do I do if I have a complaint about a transaction?

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.

What should I do if an unknown transaction is detected?

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.

How can a card be cancelled in the event of the cardholder's death?

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. 

Who receives information about the card from Swiss Bankers and is authorised to cancel the card in the event of the cardholder's death?

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.

Which documents are mandatory to be submitted to close the card account in the event of the cardholder's death?

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 one or 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. 

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.

What is the customer portal for?

As soon as you have logged in to the customer portal, you can check all transactions and your account balance or look up your personal reference number for card loads. You also have the option of modifying your personal data such as your telephone number. Please note that you can only use one e-mail address for the customer portal.

I have a new mobile number. How can I adapt it for the Swiss Bankers app?

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

Fees

How much are the fees?

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.

Why don't I see any fees in the transaction details?

For technical reasons, it is not currently possible to display transaction details either in the app or on our website.

How much does it cost to withdraw cash at ATMs in Switzerland?

Withdrawals from ATMs using your prepaid card cost CHF/EUR/USD 5.00 in Switzerland and 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.

How is the remaining amount refunded that cannot be withdrawn at an ATM?

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.

Travel

Get Travel

Where is the prepaid card Travel available?

You can get Travel from our Outlets. The Travel card is not available directly from Swiss Bankers.

How many cards can I have?

You can have a maximum of five cards. However, this varies from one distribution partner to another.

In what currencies is Travel available?

The Travel card is available in euros, US dollars or Swiss francs.

Under what name is the card registered?

The card will be registered by Swiss Bankers under the name, address, nationality and date of birth of the cardholder (the economic beneficiary). The name is not shown on the card.

Which card currency is suitable for which destination?

When you travel in Europe or the United States, a card in euros or US dollars is recommended. If you directly apply for a card in the desired currency, it will be considerably cheaper. When you withdraw money at a foreign ATM or make a purchase abroad, you will not have to choose your currency and be charged exchange fees. Also, you have a better overview if the currency of your card coincides with the local currency of your destination. When you travel outside Europe or the United States, a card in Swiss francs is advised.

What do I receive together with the card?

When purchasing a Travel prepaid card customers will receive information about the card and the Swiss Bankers app. The PIN and the Internet code are shipped separately from the card.

Topping up my Travel card

Who is authorized to load the card?

The cardholder or other persons can load funds to the card, i.e. to the corresponding card account. Swiss Bankers reserves the right to restrict the number of people who may do this.

Where can I load money onto the card?

The Travel card can be topped up at the branches of the distribution partner from which the card was purchased. You can also top up your card via the Swiss Bankers app using a credit card or a PostFinance card as well as using online banking. The card cannot be reloaded by Swiss Bankers Customer Service.

How much money can I load onto the card?

Minimum top-up amount: EUR/USD/CHF 100.00. Maximum top-up amount or card balance: EUR/USD/CHF 10,000.00.

Can I add money to the card by paying in cash at banks?

No, Travel cannot be reloaded at bank counters for cash. The card can only be loaded by charging a bank account.

How quickly is the money I add to the card available to be spent?

If the card is topped up with a distribution partner or via the Swiss Bankers app, the top-up amount is generally credited to the card within 15 minutes. Where online banking is used, it can take anywhere from two to three working days for the funds to be available.

What are the fees for loading the Card?

You will not be charged an annual fee for your Travel prepaid card. At the time you load the card, you simply pay a modest commission, as a rule 1.5 % of the load amount – something like an insurance premium for theft or loss protection.

Additional loading options via online and app:

  • With online banking – up to two working days: free (may vary from one distribution partner to another)

  • With a PostFinance card via the Swiss Bankers app – quick top-ups within approx. 15 minutes: CHF 6.00

  • With a credit card via the Swiss Bankers app – quick top-ups within approx. 15 minutes: 1.5% on the total amount

Using Travel

How much cash can I withdraw from an ATM?

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 equivalent values of between CHF/EUR/USD 200.00 and 1,000.00 per transaction from ATMs. Exceptions exist in some countries where the living costs are very low. Our recommendation: You can also use your Travel card for cashless payment in stores, restaurants and hotels.

How much does it cost to withdraw money at an ATM?

Withdrawals from ATMs using your Travel card cost CHF/EUR/USD 5.00 in Switzerland and CHF/EUR/USD 7.50 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.

Can you withdraw euros in Switzerland using a Travel prepaid card in euros?

Yes, this is possible. Euros can be withdrawn using Travel regardless of the card currency.

What is geoblocking?

Geo-blocking is not activated for the Travel card. The Travel card allows you to make cash withdrawals and payments globally without activation. Countries can be blocked at any time in real time in the Swiss Bankers app.

Can you pay online with Travel?

Yes, the Swiss Bankers Travel card is connected to the global Mastercard acceptance network. That means you can use Travel to pay online with millions of providers.

What are the fees when paying for goods or services online or at a local shop?

The fee for using the card in stores or online is CHF/EUR/USD 1.00.

Travel – security and service

Why is the Travel card so secure?

If lost or stolen, the card will be replaced worldwide free of charge and including the remaining balance by courier. Unlike other cards there is no link between your bank account and your Swiss Bankers Travel card. Moreover, thanks to Mastercard Identity Check, the Card offers added protection against online card fraud.

Swiss Bankers App: You can fully block and unblock your card for all transactions yourself. Geoblocking is an additional way to protect yourself against card misuse. You can block your card for transactions in individual countries or entire continents which you are not planning to visit.

How long will it take for a replacement Travel card to arrive and how much does this cost?

The replacement card is immediately delivered by courier. Customers located in Europe will generally receive their replacement card on the following working day, customers in the USA in average after two working days, and customers in farther countries will receive it from three working days on. This fast replacement is only possible because there is no name printed on the Travel card and the Swiss Bankers customer service can send the replacement card out immediately. Delivery of the replacement Travel card is free everywhere worldwide. If you have activated your card for mobile payments such as Apple Pay or Samsung Pay, your replacement card will be ready for virtual use on your smartwatch or smartphone in real time after having requested it.

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