Lost or had your card stolen? Here’s what to do

Contents:

• Protect your card: How the Swiss Bankers app can help

• Without the app: How to contact customer services

• Checking transactions: Report suspicious charges

• Getting a replacement card: Delivery and remaining balance?

• Conclusion: If you lose your card, it’s vital to act quickly

Securing your card: How the Swiss Bankers app can help

As soon as you realise your card is missing, you should secure it. In the Swiss Bankers app, you can block your card for all transactions. If you’ve simply misplaced it and find it again, you can unblock it.

In the event of loss, theft or suspected card fraud, first block your card and then order a replacement:

1. Open the Swiss Bankers app.

2. Under ‘Card settings & PIN’, select the ‘Block card’ option.

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

Placing an order via ‘Replace card’ automatically initiates the necessary process. If you are unable to use the app, please contact customer service immediately.

Please note: Ordering a replacement card via the app is currently only possible in Switzerland and Liechtenstein. If you need a replacement whilst abroad, please contact Customer Service.

Without the app: How to contact customer services

Haven’t set up the app yet, or are you unable to access it? Please report the loss or theft to Swiss Bankers customer service immediately.

Telephone number for card blocking: +41 31 710 12 15
. Available daily from 08.00 to 22.00.

Please have your card number to hand when you call, if you have it. Briefly explain when you realised the card was missing and where you last used it. You can also report suspected fraud to info@swissbankers.ch. Please report the loss immediately, even if you do not have your card number to hand at the moment.

Check your transactions: Report any suspicious charges

Once you have blocked your card, check whether any unauthorised charges have already been made.

To do this, follow these steps:

1. Check your card transactions: Review your most recent payments and cash withdrawals in the Swiss Bankers app. Look out for transactions that you did not authorise yourself.

2. Dispute unauthorised transactions: If you find any such charges, complete the form ‘Disputing transactions for lost or stolen cards’ in full and send it, signed, to info@swissbankers.ch without delay.

Please note: If you have any questions or concerns about a transaction, please contact Swiss Bankers Customer Service.

Receiving a replacement card: delivery and remaining balance

If you have ordered a replacement card via the ‘Replace card’ option in the app, the replacement has already been arranged. Orders via the app are currently available in Switzerland and Liechtenstein. If you are unable to use the app, customer service will be happy to assist you with your order.

Are you currently abroad and need your new card delivered to you there? The Swiss Bankers Travel Card is replaced free of charge by courier worldwide in the event of loss or theft, usually within three working days. To arrange this, please contact Swiss Bankers Customer Service and arrange for delivery to your current location. Different terms and conditions may apply to other card products.

Any remaining balance on your previous card will be transferred to the replacement card and will be available to you there.

Conclusion: If you lose your card, you need to act quickly

A lost or stolen card is a nuisance. It is crucial to realise the loss quickly and to block the card straight away. The Swiss Bankers app and customer service will help you take the next steps. You should also check your transactions and report any unauthorised charges straight away. This will ensure that your case can be dealt with promptly.