If you are a victim of fraud
If you are a victim of payment fraud, or if payment fraud is suspected, swift action is needed to prevent further losses.
What to do if you are a victim of fraud
Here’s what you should do:
Contact your bank or card issuer immediately.
You can find the telephone number for the relevant hotline here:
For all payment methods available, on your bank’s website.
For debit and credit cards, you’ll also find this information on your debit or credit card, in the card app, on your card statement or in the letter you received when your card was issued.
For TWINT, search for your bank here: www.twint.ch/en/private-customers/support/#box-banks
Block access to the relevant funds (online banking, debit or credit card, TWINT) via the hotline or, in the case of cards, directly via the card app. Your bank can also investigate whether payments can still be stopped or reversed.
Immediately disconnect the affected devices from the network and switch them off, or put them into flight mode. Important: Do not reset devices just yet. The police may need them for forensic analysis.
Change the password or access code for the relevant funds using a separate, secure device.
Do not delete any messages and keep evidence safe (e.g. screenshots, text messages, emails, payment receipts).
Report any phishing incidents to www.antiphishing.ch/en and those relating to TWINT to abuse@twint.ch.
Report the offence to the police (see below).
Report the incident
By reporting the incident to the police, you’ll be helping to identify new scams and track down criminals.
The police need the following information:
Account or card number
Date and time when card blocked
Fraudulently debited transactions (date, time, location)
Further suspicious attempts to access money (date, time, location)
All correspondence with the suspects
Who bears the loss?
The person or institution liable for losses arising from payment fraud depends on the circumstances of the individual fraud. In particular, the terms of the contract, compliance with due diligence obligations and the prompt reporting of the incident all play a role.
Typical duties of care include:
Protect your devices and login details, and never share your PINs, CVC/CVV numbers, passwords or verification codes with anyone. Never keep your login details in plain sight or together with your means of payment.
Use strong passwords and avoid obvious number combinations for PINs. It is best to use a reputable password manager for your passwords.
Only confirm logins, payments and other authorisations that you have initiated yourself. Please check the recipient and the amount carefully.
Keep physical payment methods such as debit and credit cards in a safe place.
Do not give anyone access to your online banking or your TWINT account.
Check your account and card transactions and/or monthly statements regularly, and report any discrepancies to your bank or card issuer immediately.
If your payment method (card, TWINT or e-banking account) is misused, or if your smartphone or card is stolen or lost, have it blocked immediately.