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.

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 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.

How can I activate the SecureCode for a new mobile number?

You can activate the secure code at any time by entering a new mobile phone number. To do this, click on Activate Mastercard SecureCode under the "Safety" section on our website. Here you can register the new mobile phone number.

I forgot my SmartCode. What can I do?

In the Swiss Bankers app, touch on Forgotten SmartCode under the "Login" button. You will then be sent an SMS with a one-time password to restore the SmartCode.

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 SecureCode. 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-based Swiss Bankers. Swiss Bankers is the leading issuer of prepaid credit cards in Switzerland. 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.

Are my deposits protected under the deposit insurance esisuisse?

Yes, like any bank and any securities firm in Switzerland, [name of bank] is required to sign the Self-regulation “Agreement between esisuisse and its members”. This means customer’s deposits are protected up to a maximum of CHF 100,000.00 per customer. Medium-term notes held in the name of the bearer at the issuing bank are also considered deposits. Depositor protection in Switzerland is provided by esisuisse, and the depositor protection system is explained in detail at https://www.esisuisse.ch/en.

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.

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 using your smartphone, your smartwatch or 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 40.00 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 20.00 in Switzerland and CHF 50.00 abroad (includes delivery).

The Travel and Prime cards are 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.

Are distribution partners entitled to cancel the card in case of death?

In the case of requests from distribution partners, a refund can only be made to an estate account (in the name of the deceased person). 

The redemption form must be filled in by the distribution partner, signed twice and provided with company stamp. 

Distribution partners are not entitled to request a refund to any (third party) account. See also under: "Which documents are mandatory to be submitted to close the card account"?

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 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 your prepaid 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.

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.

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, Google, 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 are the requirements for using mobile payment?

You must have the following in order to make a mobile payment: 

  • A smartphone or smartwatch that supports NFC (near field communication)

  • A payment app installed on your smartphone or smartwatch

  • 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 card.

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

Report the loss of your card to the Swiss Bankers customer service immediately on +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 Swiss Bankers app on the new device as usual and activate your prepaid credit 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, that is not possible, because the terminal device would have to be very close to a payment terminal.

Travel

Get Travel

Where is the prepaid card Travel available?

You can get Travel from a number of banks, PostFinance and at SBB Change sales points. Please visit Outlets for a current list of distributors. You can also order a card via the e-banking interface of PostFinance and many major banks. 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 SecureCode / 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.

Life

How to get Life

Where is the prepaid Life credit card available?

Life is available to all in the Swiss Bankers online shop, at 150 SBB train stations and from a number of banks. Please visit Outlets for a current list of distributors. By using  voucher codes from campaigns, you will receive the first annual fee of CHF 45.00. Redeemable up to three months after publication.

Is there a minimum age for obtaining the card?

Life prepaid credit cards are issued to all customers:

  • aged 16 years and over, without an authorization

  • aged 12 years and over, with an authorization of their legal representative

How many cards can I have?

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

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.

What do I receive together with the card?

When purchasing a Life 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 and using Life

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?

Life is available to all in the Swiss Bankers online shop, at 150 SBB train stations and from a number of banks. It can always be reloaded with funds where it was obtained. You can also top up your card via the Swiss Bankers app or in the customer portal, using a credit card or PostFinance card, or via e-banking Switzerland or e-banking Europe (SEPA).

How much money can I load onto the card?

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

How long does it take to reload the card?

If you top up your Life card online via online banking, the funds will be credited immediately after the payment has been received, generally after approximately two working days. If you top up the card quickly and easily with the Swiss Bankers app using your credit card or PostFinance card or via a distribution partner, the amount will be available to you in approximately 15 minutes.

What does it cost to add money to the card?

If you order and load the Life card online with Swiss Bankers:

  • With online banking – up to two working days: free

  • 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

Distribution partner fees may vary.

Are there fees when paying for goods or services?

Swiss Bankers charges no fees for payments in shops or online.

Why was the annual fee charged in partial amounts?

Usually the full annual fee is debited to your account at once, provided the balance on your card is sufficient. If the balance is less than the annual fee due, only the remaining balance will be debited. As soon as you reload the card, the outstanding balance will be debited to your account.

Life Digital

What is a digital prepaid credit card?

The loadable digital credit card offered by Swiss Bankers works like a normal prepaid card. The only difference is that the card exists solely on your smartphone.

How can I obtain the digital card Life Digital?

Life Digital is a purely digital prepaid credit card. To use it, download the Swiss Bankers app from the App Store / Google Play Store. Then order Life Digital via the app. The card will be available on your phone within just a few seconds. Then you can use the app to load the card. The amount will be credited in just 15 minutes and the digital card is ready to use. Loading the card via online banking takes approximately two to three working days.

For whom is the digital prepaid card suitable?

This smartphone-only card is for people who enjoy the convenience of mobile and online payments. As a reloadable digital credit card, it is also great for students with pre-defined budgets.

How does the digital card Life Digital work?

With our digital prepaid card, all payment information is stored on your smartphone. It works just like a normal mobile payment: simply activate the screen of your smartphone, hold it next to the payment terminal and complete the transaction.

How much can be loaded onto the card?

Minimum top-up amount CHF 100.00. Maximum top-up amount or card balance CHF 10,000.00 – depending on identification level.

What are the fees for using Life Digital?

You will be billed CHF 2.90 on a monthly basis.

Can cash withdrawals be made with the virtual card?

At most locations you will still need a physical card to withdraw cash.

How secure is a digital prepaid card?

Life Digital is 100% secure. Thanks to the prepaid functionality, the card can only be charged in the amount of the currently available balance. 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. Additional security settings, such as blocking or unblocking your card, can be stored in the Swiss Bankers app.

How can I load the Life Digital card?

You can top up your card via e-banking Switzerland or e-banking Europe (SEPA). To do so, you need your personal reference number. You can find it in the Swiss Bankers app or in the customer portal. You can also top up your card via the Swiss Bankers App or via customer portal using a credit card or PostFinance card.

Will I receive a physical card?

If you choose Life Digital, you will not receive a physical card. The card details are only visible in the Swiss Bankers app. You can use your card for online payments or for mobile payments.

Prime

How to get Prime

Where is the Prime prepaid card available?

Prime is available from selected private banks in Switzerland.

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 Prime available?

The Prime 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 visible on the card.

Which card currency is appropirate 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 prepaid Prime credit card customers will receive information about the card and the Swiss Bankers app. The PIN and the Internet code will be sent separately from the card.

Topping up Prime

Who is authorized to load the card?

The cardholder can load amounts of money onto the card or to the relevant 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?

You can add money to your Prime card via your bank.

How much money can I load onto the card?

The maximum top-up amount is subject to the terms and conditions of your bank. 

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

No, you cannot top up the Prime card using cash at banks. 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 at your bank, the top-up amount is generally credited to the card within 15 minutes.

Using Prime

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 Prime 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 Prime 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 Prime card in euros?

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

What is geoblocking?

Geo-blocking is not activated for the Prime card. The Prime 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 the Prime card?

Yes, the Swiss Bankers prepaid Prime credit card is connected to the global Mastercard acceptance network. That means you can use the Travel card 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.

Prime – security and service

Why is the Prime 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 prepaid Prime credit card. Moreover, thanks to Mastercard SecureCode / 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 Prime 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 Prime card and the Swiss Bankers customer service can send the replacement card out immediately. Delivery of the replacement Prime 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.

Send

General questions

How can I use Send?

To use Send you need our Swiss Bankers App. As an existing Swiss Bankers card customer, you can start using the app right away by clicking on the Send tab at the bottom of the bar on the homepage. As a new customer you will be guided through a short photo or video identification. You can send money to a Mastercard® card, a bank account or even to a mobile wallet. Pay with your Swiss Bankers card, with a credit card (Mastercard/Visa) or by bank transfer.

How secure is it to send money with Swiss Bankers?

Security is central to Swiss Bankers when sending money, so that your money reaches the recipient reliably and quickly. In cooperation with our strong and long-standing partner Mastercard, money is sent worldwide smoothly and with confidence.

To which countries is it currently possible to send money?

Swiss Bankers is constantly working to expand its country network. New countries are listed on our website. Currently, it is possible to send money to the following countries:

  • Australia

  • Bosnia and Herzegovina

  • Brazil

  • Columbia

  • Egypt

  • The Dominican Republic

  • India

  • Japan

  • Kenya

  • Kosovo

  • Morocco

  • Mexico

  • Nigeria

  • Northern Macedonia

  • Pakistan

  • Peru

  • The Philippines

  • Poland

  • Romania

  • Serbia

  • Slovakia

  • Sri Lanka

  • Thailand

  • Turkey

  • Hungary

  • USA

  • Vietnam

Which options are offered for receiving funds?

Swiss Bankers offers the following options for receiving funds:

  • Mastercard card

  • Bank account

  • Mobile wallet

  • Swiss Bankers card

Depending on the destination country, not all receiving options are available. The available receiving options are shown on the web page and can also be selected in the app in the corresponding destination country.

Swiss Bankers will continuously publish the new destination countries and new receiving options and communicate them on the website www.swissbankers.ch.

How much does it cost to send money via Send?

The transfer fees depend on the option for receiving the funds that you choose:

to a Swiss Bankers card:
CHF 0

Exceptions: Transfer to a Travel or Prime: The usual loading fee, usually 1.5% on the total amount

to a Mastercard:
CHF 2

to a bank account:
CHF 3

to a mobile wallet:
CHF 3

 

The following charges are incurred in addition to the transfer fees depending on the method of payment used:

Paid from a Swiss Bankers Prepaid Card:
CHF 0

Exceptions: The usual Travel or Prime transaction fee: CHF/EUR/USD 1

Bank transfer:
CHF 0

Debited to credit card (Visa or Mastercard):
1.5% on the total amount, including transfer fees

Paid from a PostFinance Card:
CHF 6

E-banking transfer:
CHF 0

What means of payment can I use to transfer funds?

To send money, a Swiss Bankers prepaid credit card must be used as a means of payment, for example Travel or Life.

If you have ordered your Swiss Bankers prepaid credit card (e.g. Travel, Life, Prime) through one of our distribution partners, the following additional payment methods are available to you:

  • Credit card (Visa and Mastercard)

  • PostFinance Card

  • E-banking transfer

If you do not yet use a Swiss Bankers prepaid credit card you can apply for a card at www.swissbankers.ch or order a prepaid credit card (Travel, Life, Prime) through one of our distribution partners.

Would you like to order the fully digital prepaid card Life Digital, which you will receive on your smartphone in a few minutes? Download our Swiss Bankers App from the App or Google Play Store and follow the simple steps. As a starting credit we will give you CHF 5.00.

How long does a bank transfer take?

The duration of the transfer depends on the option for receiving the funds:

to another Swiss Bankers card:
within 2 - 15 minutes

to a Mastercard:
2 minutes to max. 2 hours

to a bank account:
1-3 business days

to a digital wallet:
2 minutes to max. 2 hours

Is it also possible to transfer money within Switzerland?

Only transfers within Swiss Bankers prepaid cards (also across customers) are currently possible in Switzerland.

What is the maximum amount of money that you can send?

If you have obtained your Swiss Bankers prepaid Life credit card directly via www.swissbankers.ch, the maximum amount you can send is currently CHF 500.00 per month and CHF 3,000.00 within 365 days. We are working to ensure that these limits are higher for you in the future.

If you obtained your prepaid Travel, Life or Prime credit card through one of our distribution partners, you can make use of the maximum limits set by Mastercard. These can vary per destination country and option for receiving the funds.

to another Swiss Bankers card:
card limit

to a Mastercard:
up to CHF 2,500.00

to a bank account:
max. of CHF 10,000.00 to CHF 25,000.00

to a digital wallet:
from CHF 140.00 (Sri Lanka) to CHF 700.00 (Philippines and Kenya) to CHF 2,500.00 (Pakistan)

Is there a minimum amount you can send?

The minimum amounts you can send are as follows:

to another Swiss Bankers card:
CHF 1.00

to a Mastercard:
CHF 1.00

to a bank account:
CHF 20.00

to a digital wallet:
CHF 6.00

What currency options are available for receiving funds?

Swiss Bankers lets you select several currency options for receiving money in certain countries. The selection of available currencies is displayed to you when determining the fee during transaction processing.

Is the exchange rate guaranteed?

An exchange rate is calculated for each transfer. This exchange rate is guaranteed by Swiss Bankers for a certain period of time. As long as the transaction is completed with the previously determined exchange rate, the recipient will receive the amount received at this rate in the selected payment currency.

Note: If you choose "Bank Transfer" as payment method, the financial institution will need about 1-3 bank working days for the transfer. Therefore we cannot guarantee the displayed exchange rate for this payment method.

How can I track the transaction?

Your transactions and recipient data are stored. You can view and track the status of every transaction made in the Swiss Bankers app. The following statistics are available:

«Waiting for payment confirmation»
This status only appears if «E-Banking Transfer» has been chosen as the source of funding. Such a transfer usually takes 1-3 business days. As soon as the money has arrived at Swiss Bankers, this status changes to «Sent».

«Pending»
The transaction is being processed.

«Sent»
The transaction was sent to a bank account, a Mastercard or a mobile wallet.

«Refunded»
The money will be refunded to the sender.

How can I pay for the transfer?

See «Which means of payment can I use for the transfer of funds?»

How can I repeat a payment in the quickest possible way?

You can repeat a transaction you have already made with just a few clicks and, if desired, change the amount sent before the transaction is completed.

Can I send my transaction with a personal message?

At the end of each transaction you have the possibility to send a personal message to the recipient.

Can I send money by phone through Swiss Bankers Customer Service?

It is not possible to transfer money by telephone.

Does the recipient's name have to match exactly the name specified on their ID document?

If you enter the name of the recipient, please make sure that the recipient exactly matches the identification document so that the desired amount sent arrives quickly and safely at the recipient. If the specified name does not exactly match the identification document, the transaction may be denied.

Why do I need to activate the «Send» feature so I can use the money transfer service?

Swiss Bankers has not always stored all the necessary data of the card holder required for the transfer of funds. For this reason, the card holder is asked to provide the additional information necessary for the payment process when using Send for the first time. After this registration, the «Send» feature is activated.

Can I use Twint?

You cannot use Twint for the Send function.

Transfer of funds

How do I transfer money to a Mastercard?

Transfer money directly to a Mastercard card in four steps:

  1. Open the Send feature in the Swiss Bankers app and select your destination country.

  2. Select the «Mastercard»1 payment option

  3. Select the payment method by which you wish to pay

  4. Enter the recipient's2 official name, address and complete credit card number (13 – 19 digits)

The transfer amount will be available on the recipient’s credit card usually within 2 minutes to max. 2 hours after a successful transaction.

The «Send» service may only be used by persons resident in Switzerland.

How do I send money to a mobile phone?

Transfer money directly to a mobile phone in four steps:

  1. Open the «Send» feature in the Swiss Bankers app and select your destination country.

  2. Select the «Mobile wallet»3 payment option

  3. Select the payment method by which you wish to pay

  4. Enter the recipient's2 official name, address and complete telephone number

Available countries and providers for transferring money to a mobile phone:

  • Pakistan: Jazz Cash

  • Sri Lanka: eZ Cash

  • Vietnam: Vnpay

The transfer amount will be available on the recipient’s mobile phone within 2 hours after a successful transaction.

The «Send» service may only be used by persons resident in Switzerland.

How do I transfer money to a bank account?

Transfer money directly to a bank account in four steps:

  1. Open the «Send» feature in the Swiss Bankers app and select your destination country.

  2. Select the «Bank account»4 payment option

  3. Select the payment method by which you wish to pay

  4. Enter the recipient's2 official name, address and full bank account details (IBAN, account number and BIC)

The transfer amount will be available in the recipient’s account within 1-3 working days (mo-fr) after a successful transaction.

The «Send» service may only be used by persons resident in Switzerland.

1 It is only possible to send money to Mastercard payment cards.
2 Beneficiary's name must match exactly as it appears on the identification (ID, passport) otherwise the receiving amount will not be delivered to the beneficiary.
3 Sending amount will be applied to the beneficiary’s mobile wallet (mobile phone) specified on Swiss Bankers beneficiary’s data form. Additional fees may apply on receiver side.
4 Bank deposits take 1-3 business days. Availability depends on destination country and is subject to banking hours and compliance with regulatory requirements.

Cancellation

How can I cancel my money transfer and request a refund?

If you have sent money to a bank account, you can cancel the transfer as long as it has not yet been completed by the recipient’s bank.

To request a refund, call Customer Service.

How long does it take to receive a refund?

Refunds typically take up to 10 business days to complete.

Fraud

What can I do to prevent fraud?

Be careful when transferring money abroad to people whom you do not know personally (e.g. purely Internet acquaintances). This is especially the case if you are asked to transfer unexpectedly large sums of money directly (e.g. due to emergency situations).

Where can I get more information about protection against fraud?

To learn more about how to protect yourself from fraud and how to assess the danger in your current situation, please visit the Federal Information Security Reporting and Analysis Centre MELANI: www.melani.admin.ch

Why are you verifying my identity?

Your identity is verified to prevent fraud. With your identification, Swiss Bankers ensures that your personal data is correct. We call this process verification and it helps us protect your money.

Value

Who is Value for?

For all companies, organisations and authorities that add at least CHF/EUR/USD 100,000.00 per year to their balance. As the manager, you decide how much credit is available to each employee, customer or cardholder for their worldwide business expenditures.

What are the advantages of a prepaid corporate credit card?

Value is suitable for all companies whose employees travel abroad and regularly have to pay additional fees for payments in foreign currencies. Project-related employees can also easily obtain a Value prepaid card to make quick payments when travelling. The prepaid corporate card also allows you to easily distribute expense allowances to employees. Processing fees for withdrawing cash are kept low.

When and where can a company obtain a Value card?

For all companies, organisations and public authorities based in Switzerland that load at least CHF/EUR/USD 100,000 annually. You as the managing director determine how much credit each employee, customer or other beneficiary receives for his business expenses worldwide. If you are interested, please send an e-mail to info@swissbankers.ch and our sales team will contact you.

What should be done if the card is lost or misused?

In the event of loss, theft or misuse, the cardholder should preferably block the card immediately via the Swiss Bankers app. Our customer service should then be contacted immediately on +41 31 710 12 15.

How does Value differ from a standard prepaid credit card?

The company is the beneficiary owner of the card balance. Furthermore, the cards are loaded by the company.

How can I load the card as a card user?

The Value card can only be loaded by the company/institution that issued your card. 

What are the fees for using Value?

There are no fees for making payments in shops. Cash withdrawal costs CHF/EUR/USD 5.00 depending on the card currency. Cash withdrawals in other countries are charged at CHF/EUR/USD 7.50.

If the company becomes insolvent, who is liable for the outstanding bills associated with the card?

For any outstanding bills, the company is liable to Swiss Bankers. Card balances can be blocked by Swiss Bankers.

Swiss Bankers app

Why do I have to log in to the app again?

For security reasons, it is no longer possible to remain logged in to the app for more than 30 minutes. This means that the next time you use the app, you have to log in again with your SmartCode, with your fingerprint or using Face ID. We recommend using your fingerprint or Face ID as the identification method. If your smartphone does not have these methods, it is necessary to log in using your SmartCode.

Have you forgotten your SmartCode?

To reset your SmartCode, you need the PIN code for all cards stored in the app. If you have forgotten your PIN code, you can now set a new PIN code in the app yourself: Cards > Card Settings & PIN code > Card data > Card PIN code. Repeat the process for all your cards. Then set your SmartCode as follows: Settings > Authentication mode > Forgot SmartCode. An SMS with a one-time password will then be sent. You then need to enter this password in the app. After that, a page on which you can redefine the SmartCode opens.

Setting up fingerprint or Face ID

Please go to the settings in the app: Authentication mode > Switch to authentication using Face ID or fingerprint. A new page opens, on which you can confirm the change. Please put in your SmartCode and confirm the entry.

Couldn’t find the answer to your question?

Get in touch with us.

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