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PIN and Internet Code / CVC (security code)

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

You need your PIN code for withdrawing money from ATMs, making direct payments at stores and setting up your card in the «My Card» 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.

What is Mastercard SecureCode / Identity Check?

Mastercard SecureCode / Identity Check is a functionality that provides security when making payments with your smartphone. It offers the highest level of security for authentication and protects you against online fraud by requiring additional verification for payments.

How can I change my PIN-Code?

Once the Prepaid card is loaded and activated, the PIN can be changed at an ATM in Switzerland or in Liechtenstein, at a PostFinance ATM (Postomat) in Switzerland, or worldwide via the Swiss Bankers Hotline +41 31 710 12 15. 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.
 

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.)

You forgot your PIN – what now?

If you forgot your PIN, please call Customer Service (Mon to Sun: 8:00 a.m. to 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 added your card to the «My Card» app, you can choose to display the CVC, card number and expiry date. To do so, you will need to verify your identity using a fingerprint, SmartCode, iris scan or Face ID.

Security of Swiss Bankers prepaid cards

Why are the prepaid cards of Swiss Bankers so safe?

Prepaid cards are secure: Your card can only be charged when funds have been loaded. Furthermore, prepaid cards are equipped with the latest chip technology and offers added protection against online card fraud thanks to Mastercard SecureCode. If lost or stolen, your card and your credit balance will immediately be replaced.

How secure is my card balance?

Like any bank or securities dealer in Switzerland, Swiss Bankers is required to sign the Agreement by Swiss Banks and Securities Dealers on Deposit Insurance and as such is a member of esisuisse. Client deposits held with Swiss branches of the bank are protected for up to CHF 100'000.– per client, per bank. Deposits also include medium-term notes held in the name of the depositor at the issuing bank. All relevant information on the deposit insurance can be found at www.esisuisse.ch.

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 Swiss Bankers Customer Service at +41 31 710 12 15 immediately if you suspect a phishing attempt or if you already have inadvertently disclosed personal data.

General service concerning 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. You can make convenient payments at many locations using your smartphone, smartwatch or contactless 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 the card is loaded and activated, the balance can be found on the «My Card» app or you can also find out your card balance by calling the Swiss Bankers customer service team at +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.

What is contactless payment?

Alle aufladbaren Kreditkarten von Swiss Bankers verfügen über die Funktion für kontaktloses Bezahlen: Überall dort, wo Sie das entsprechende Symbol  sehen, bezahlen Sie Beträge bis CHF 40.– schnell und kontaktlos. Für höhere Beträge ist zusätzlich die Eingabe Ihres PIN-Codes nötig. Dank optimaler Verschlüsselung ist das kontaktlose Bezahlen genau so sicher wie alle übrigen bargeldlosen Zahlungsarten.

What happens to prepaid cards that are lost or stolen?

Use the «My Card» app to freeze the card yourself without delay. Or, immediately report the loss of your card to the Swiss Bankers Prepaid Services AG customer service team at +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. 
The fee for a Mastercard Prepaid replacement card is CHF 20.– within Switzerland and CHF 50.– abroad (including shipping).  
For the Travel Cash card, a replacement card will be sent to you via courier free of charge anywhere in the world. 
 

What happens after the card expires?

The validity period is shown on the card. Any credit balance is not lost when the card expires. SBPS has the right to transfer the card balance to a new card before the card expires and to make it available to the cardholder. At the cardholder's request, the card balance can also be transferred to another SBPS card or else transferred to an account that can be nominated by the cardholder for a fee. If the card has not been used for a period of several years and the card account balance falls below the minimum balance of CHF 100, SBPS reserves the right to waive any card replacements and to charge instead an annual processing fee of CHF/EUR/USD 20 to the card account. Card accounts without any credit balance will be cancelled, once the card expires.

Accept exchange rate: «yes» or «no»?

When asked whether you wish to accept the exchange rate while paying or withdrawing cash with your prepaid card abroad, always answer «no» to avoid an expensive currency conversion.

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.

Are prepaid cards accepted for car rental reservations?

If you wish to rent a car, please check the possible payment methods with the car rental company in advance. Prepaid cards are generally accepted for payment but not for reservations.

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). Pre-authorizations guarantee the vendors that the card is active and can be charged. Generally, pre-authorizations are subsequently released automatically.

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.

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, amounts equivalent to between at least CHF 200.– and 1000.– per transaction can be withdrawn 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 same amounts apply to the Travel Cash Card in EUR and USD.

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.

Questions about fees

How much are the fees?

The services offered and the contractual conditions in relation to each card product are described in detail on our website. There, you will find an overview of all of our products.

As of 1 September 2019, the fees for cash withdrawals abroad for all Swiss Bankers card products have been increased by CHF 2.50 to CHF 7.50. The new fee for cash withdrawals abroad is now CHF 7.50. With Mastercard prepaid and the "digital card", since 1 September a processing fee of 0.95% has also been charged for purchases made abroad.

Compared to the benefits you receive from Swiss Bankers products - such as mobile payment, a hotline at local rates, the MyCard App with a variety of controls and now even with free PIN changes - the price increases are really very minor - usually just a few francs. With other card providers, for example, you pay CHF 20 - CHF 30 just for a PIN change.

Why is there an international fee for online shopping on a .ch website?

Some online merchants offer their customers a webshop using a .ch domain, but they process the associated card payments using a foreign company’s registered office. The website concerned should show the foreign company's registered office, while the foreign currency surcharge results from this practice.

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 Travel Cash Card and Mastercard prepaid cards cost CHF/EUR/USD 5 in Switzerland and CHF/EUR/USD 7.50 abroad, depending on the currency of the card. 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. Furthermore, any remaining balance can also be transferred to a bank or post office account for a fee of CHF/EUR/USD 20 by completing a form.

Mobile payment

How does mobile payment work?

You can make mobile payments using a smartphone or smartwatch. Your credit card will be assigned a unique device account number, which is encrypted and securely stored on your advice. The information is shared via NFC (near field communication): you simply need to activate the screen of the device. It is not necessary to unlock your smartphone. The payable amount is transferred in no time.

Which devices support mobile payment?

Generally, all newer smartphones and smartwatches can be used to make mobile payments. Samsung, Apple, Garmin, Fitbit and Swatch are the most commonly used brands. To find out which devices are specially designed for mobile payments, please refer to the product information offered by the manufacturers.

What do I need in order to use mobile payments?

You must have the following in order to make a mobile payment:
1. A smartphone or smartwatch that supports NFC (near field communication).
2. A payment app installed on your smartphone or smartwatch.
3. A contactless payment terminal at the store.

Are there additional costs associated with using mobile payment?

No, there are no additional fees for making mobile payments beyond the usual fees for using a prepaid credit card.

What happens to the mobile payment data if my smartphone or smartwatch is lost or stolen?

Immediately report the loss of your card to the Swiss Bankers Prepaid Services AG customer service team under +41 31 710 12 15. Your card will be frozen instantly. After contacting customer service, you will be sent a new card that has the same balance as the card that was lost or stolen.

Do you always need an internet connection to make mobile payments?

No, it is not necessary to have an internet connection to make mobile payments.

Are there any amount limits when using mobile payment?

There is no amount limit when using mobile payment.

What data is transferred when making a mobile payment?

Only information that is strictly relevant to the payment process is transferred when making a mobile payment. Once you activate your card on your smartphone or your smartwatch, you will be assigned a unique device identifier known as a token. Your token is encrypted and stored on the phone or watch, meaning that your confidential card information is not saved on the device.

What should I do if I would like to change my device?

Simply install the «My Card» app on the new device as you normally would and activate your prepaid card for mobile payment.

How secure is mobile payment?

Mobile payment is a very secure alternative to the conventional credit card. The risk of loss or theft is extremely low: because the payment information is stored on your mobile device, you can leave your card at home. When making a transaction, the credit card number is not shared, only your unique device account number. And with fingerprint, Face ID or PIN authentication, you have an additional layer of security.

Is it possible to accidentally trigger a mobile payment?

No, this is not possible, as the mobile device would have to accidentally get extremely close to a contactless payment terminal.