FAQ

Frequently asked questions

About neon Account Identification Cash neon Mastercard® Payment Invest Joint account Spaces Insurances Profile Security Problems

For a few transactions, you may not receive a push notification and see the transaction in the app a few days later when it has actually been booked on your card. Therefore, your card balance (which is always up to date) could be lower than what you see in the app. We are working on an optimization so that this no longer happens in the future.






Yes, the tax statement for the tax return (main account and Spaces) will be available in the app from the end of January (free PDF).

For invest users, we will make the tax statement (main account, Spaces and invest) available in eTax format from the end of February.

Whether digital or printed, you can submit your documents easily and conveniently with our tax certificates.


Wherever you want. With neon, you're free. You don't have to go looking for a specific ATM. Also, the first two withdrawals per month in Switzerland (in CHF) are free. After that they're 2 CHF. Cash withdrawals with Sonect are always free. Likewise in the Lidl shops. Abroad the fee is 1.5% on the withdrawn amount. Want to know all about our pricing? Check out our detailed list.


The first two withdrawals per month in Switzerland (in CHF) are free. After that they're 2 CHF. Cash withdrawals with Sonect are always free. Abroad the fee is 1.5% on the withdrawn amount. Want to know all about our pricing? Check out our detailed list.


Abroad the fee is 1.5% on the withdrawn amount. Many banks include a surcharge of 2-3% on the interbank exchange rate but don't really tell you about that. neon is about transparency and fair pricing. There's no markup, just the 1.5% fee, no matter whether you withdraw CHF or local currency. (However, to avoid other fees, we always recommend withdrawing in the local currency. Read more in our blog.)


When you open an account with neon, we will automatically send you your neon Mastercard. The card costs 10 CHF. It should be with you about one or two weeks after you've opened your account. Lost your card? Block your card yourself in the app by clicking on «Profile», then «Your card» and «Freeze card». Or by calling this card emergency number +41 (0) 43 508 03 19.


You can now see your new card PIN in the neon app, in «Profile», «Your card» and «Show card PIN». You can change your PIN at any Swiss ATM.


Mastercard, the new card processor for the neon card, works internationally for numerous banks and millions of users. Internationally, almost all countries use no more than 4 digits for the PIN. Switzerland is an exception. Our new card processor is a subsidiary of Mastercard and works internationally for many major banks.

Therefore, the configuration of our card processor is also set to 4 digits. Since 4 digits are the international standard, we unfortunately cannot offer more than 4 digits.


We fulfil 100% of Mastercard's security requirements. Security is also guaranteed with a simpler 4-digit PIN and ultimately any potential damage is covered by Mastercard. In practice, the advantages of the internationally standardised PIN outweigh the theoretically higher security of a PIN with a higher number of digits. Further information on security:

Experience shows that 6-digit PINs hardly offer higher security, as simpler combinations are usually chosen.

The proportion of credit cards that are physically stolen and used with a PIN is extremely low. Fraud on online sites or by stealing account and card data is proportionally much more frequent.

For increased security, you can temporarily block the card yourself at any time in the app (under «Profile» and «Your card») and unblock it again for a payment.


Wherever they take Mastercard. That means at all ATMs and many shops and restaurants worldwide - and as of January 2020 without exchange rate spread. There are very few merchants that can not yet accept our prepaid credit card. These are isolated cases. Did your neon-Mastercard unexpectedly not work but another one of your cards did? Please tell us – if you got a confirmation slip and attach it, that's even better. That way, we can figure out what went wrong.


No recurring fees and blocking it is free, too. The card costs 10 CHF. A replacement card costs 20 CHF. For all our prices, check out our detailed list.


As long as you fulfil the requirements, all you need to do is download the app in the Apple Store, Google Play Store or Huawei AppGallery. Take your smartphone, passport or ID (and your foreigner's permit B/C) and sit for about 10 minutes in a quiet corner with a good internet connection and follow the in-app instructions. In these 10 minutes you'll enter your personal info, confirm them via (free) video call or via Photo-ID and set your login code. Done, we'll take care of the rest! Details on identification here.


Do you like neon? Recommend neon and invite your friends.

To do so, go to «Profile» in the app and then tap on «Invite a friend». There you will find your personal referral code, which you can directly share with your friends. They will then have to enter your code during their account opening. And you will see in the app how many friends you have successfully invited to neon. A referral is considered successful when your friend has fully opened their account and transferred at least 1 CHF.

Thanks to neon2neon transfers, you can send money to your friends who also have a neon account at lightning speed. And with your recommendation, you help us continue to grow and change the market for the better. Around 70'000 users have already joined neon through referrals – your trust is our best publicity. And: More users allow us to keep our fees low and to invest more time and money into developing new features.

On January 15, 2024, we introduced a new referral model: The previous referral bonuses of CHF 10 per person have been replaced by a promo mode. Meaning that there will be promos on various topics several times a year. You will be informed by email as soon as a promo is available.


To find your neon friends. We want to make payments as simple and fast as they can be. Allow neon access to your phone book to see other people with neon accounts as possible recipients. You'll be able to pay your coffee back with even less clicks than usual. Delete individual contacts with a simple swipe left.

The Swiss Financial Market Supervisory Authority (FINMA) defines certain conditions to prevent money laundering and fraud that apply to all Swiss banks. One of these is that the bank has to verify your identity before opening your account. You do this by confirming your personal info via video call or via Photo-ID. neon needs your data to offer you the neon services like analyses and to make your everyday finances easier. neon does not forward or sell your private information to anyone unless you've explicitly agreed to that or we're bound by the law to do so. You can read about all that in detail in our Privacy Policy for the neon app.


neon needs your data to offer you the neon services like analyses and to make your everyday finances easier. Of course, neon does not forward or sell your private information to anyone unless you've explicitly agreed to that or we're bound by the law to do so. All information about your banking is held in Switzerland with our partner, Hypothekarbank Lenzburg. You can read about all that in detail in our Privacy Policy for the neon app.

Once you have completed the video call or Photo-ID, the contract number will be sent to you within 1-2 working days.  Why? We check your data before opening your account.


If you entered a voucher code we'll transfer your starting credit to you after you've topped up your account. Normally, it'll be in your account within 5 to 7 working days after we've opened your account. If not, please send us an email.


At the moment our partner in identity verification is not able to identify all documents from all countries according to FINMA-standards. Here you'll find a list of all the documents we are able to verify. We currently have no alternative of opening an account for you.


Could be for a number of reasons. Best to just shoot us a message and we will put our best investigators on it.


We’re very sorry to hear that, but we want to make things easy for you. If you’re certain that you want to close your account, first transfer the remaining sum from your neon account to an account with another bank. As soon as your balance with neon reaches 0 CHF, you can close your account yourself in the app. To do so, go to «Profile», «Security» and «Close account». You will receive a confirmation by e-mail and SMS that we have received the request. And an email as soon as the cancellation has been processed. Please note that you cannot reactivate your account nor open a new account with us. Your neon Mastercard will stop working immediately and all open future payments, standing orders, eBills, and direct debits will no longer be executed.


Ayayay. It's a bit difficult to tell from over here, but get in touch and we will find the reason. Open the app, click on «Profile», then «Contact us». You can either call us or send us a message and we'll call you back. Please do not send us sensitive information (account balance, transactions, etc.) via email.


If the payment is still in future payments, you can easily delete it. To do so, you have to go to the «Home» tab and click on «Future payments». Then, simply swipe the corresponding payment to the left to delete it. Otherwise, contact us: Open the app, click on «Profile» and on «Contact neon». Choose your preferred method of communication. Please do not send us sensitive information (account balance, transactions, etc.) via email.


Pay once in the traditional way (insert card) and enter your PIN and then try it again contactless. No success? Then change the PIN at the ATM and try again. If it still does not work, please contact us and we will send you a replacement card free of charge.


Contact us. Open the app, click on «Profile», then «Contact us». Choose your preferred method of communication. Please do not send us sensitive information (account balance, transactions, etc.) via email.




Sucks. But don't fret. Block your card yourself in the app by clicking on «Profile», then «Your card» and «Freeze card». Or by calling this card emergency number +41 (0) 43 508 03 19.


You went swimming with it and the rice trick didn't work? Get yourself a new phone, download the app, activate your phone and account by ordering a new device activation code in «Profile», «Security» and «Generate activation code», and carry on banking. Thanks to the separate login code and transaction PIN it's pretty much impossible that someone can access your info or money. But, if you prefer, we can of course lock your account temporarily until you have the new phone. To do so, send us a quick message. Please do not send us sensitive information (account balance, transactions, etc.) via email.


You've tried deleting and reinstalling the app and it still doesn't work? Tell us.


Open the app. On the login screen, underneath the numeric keypad, directly under the zero, click on «Troubles with your login?» and follow the instructions.


If you enter an incorrect login code too many times, we'll temporarily lock your account to protect you. To get access again, just click on «Locked out» at the bottom of the screen and choose «Unlock account».

Go to «Profile», «Security» and select «Reset transaction PIN». To reset your transaction PIN, your device must be deactivated. You can confirm this via the button, check your address and then a new activation code will be sent to you by post. This usually takes 3-4 days. If it is urgent, please call us and we will give you a new activation code.


You can see your card PIN under «Profile», then «Your card». If you don't see it there or want to change your card PIN, you can also order a new one from that same page in the app and it'll be sent to you by post.




1. I still know my PIN:Please drop us an email or give us a call, so we unlock your card. Or wait until the next day, then you can try again.

2. I don't remember it anymore: No problem - you can check your card PIN in the app under «Profile», then «Your card».


Open the app, click on «Profile», select «Security». You'll find the option to activate or deactivate fingerprint/Face ID there.
You can't. Yet. But we're working on it and it's high up on our list of priorities. We'll let you know as soon as this feature is ready. Forgotten your login code? Open the app, click on «Locked out» and follow the instructions.

You can change it by going to «Profile», «Security», and clicking on «Change transaction PIN». You will then be asked to enter your existing transaction PIN before you can set a new one. 


To change your e-mail, phone number or address, please select the «Profile» tab in the app. Then click on «Personal information». You can change your data by clicking on the pencil icon on the right.

If you'd like to change your name, please write us at service_at_neon-free.ch with a copy of your certificate and your new ID/passport.
Open the app, click on «Profile» and then «Personal information». «Change language» let's you... guess what? :D

Your money is as safe as with any other account. Your account is managed by Hypothekarbank Lenzburg and subject to Swiss law, regulated by the FINMA and has deposit insurance (up to 100'000 CHF) - just like any other bank account. Additionally, we've added safety measures to protect your money. We use proven and tested two-factor authentication. As a result, you can only make payments from your own phone. But ask not what neon can do to protect your money but what you can do - choose your codes wisely. And put a passcode on your phone.


We're not planning on it, but it wouldn't really make a difference for you. Because your account is managed by Hypothekarbank Lenzburg (and not by neon), your money will always remain untouched. And your account is protected by Swiss deposit insurance up to 100'000 CHF - just like any other Swiss bank account.
neon needs your data to offer you neon services like analyses and to simplify your everyday finances. Of course, neon does not forward or sell your private information to anyone unless you've explicitly agreed to that or we're bound by law to do so. All information about your transactions is held in Switzerland. You can read about all that in detail in our Privacy Policy for the neon app.
Two-factor authentication is the most common and a proven and tested security standard in online banking. In order to access your account and money, we will always ask for two different identifying factors. Factors are things that only you have, know or are. For example your smartphone, login code or your fingerprint. Bank cards have worked this way for a long time - you need the card itself as well as the PIN that goes with it to use it. At neon those factors are your phone and your personal login code or fingerprint. We verify your phone when you open your account. When you log in for the first time, you set your own transaction PIN that you use to authorise payments. With other banks, you often have to use a second app or a card reader device. But neon wants to make things less complicated for you, so we've built that service in to our app.
Choose a code that can't be guessed easily. Do not use your birthdate or that of a family member, not your car's number plate or your postcode. The codes should all be different. Your login code for neon should not be the same as for your phone in general and not similar to the transaction PIN. Also, don't share the codes with anyone or write them down on a piece of paper.

  • Login code: the login code is a 6-digit code that you can set yourself when opening an account. You need him to log into your app.

  • Contract number: your contract number is the same as your account number. It will be sent to you by mail 1-2 working days after the account opening. The number has 6 digits and you need it to log in to your app (now you can also do this with your email address). Did you know? The contract number is also part of your IBAN: it follows directly on the 7000.

  • Activation code: you don't usually need that. However, if you want to change your phone. install the neon app on an additional device or if you uninstalled the app, you will need to re-enable this device for payments for security reasons. You can order a new activation code directly in the app under «Profile», «Security» and «Generate activation code». We'll mail it to you. For security reasons, the code is only valid once and for a maximum of 30 days.

  • Transaction PIN: the transaction PIN is the second authentication factor next to your login code. You need it to make transfactions from the app. You can define the 4-digit PIN yourself after activating the device.

  • Card PIN: as the name implies, the card PIN belongs to your neon Mastercard. 


The phone authorization is used to identify your device and to activate it for payments. That's for your own safety.

neon wants to bring you the fastest and cheapest account app for your everyday banking, independent of existing banks. With neon, you're completely mobile as you can access your money from anywhere. With an intuitive app and fairer prices. Always confident that your money is safe. Behind the curtain, neon is four founders with a total of over 50 years experience in the banking sector, supported by a strong team with a big vision. They built the app they've been sorely missing.


Freedom. Independence. Mobility. Transparency. Speed. An uncomplicated app, an uncomplicated offer. No CEOs, no large bonuses, no risky business. Just neon and you. Fairer prices. No base fees for your account and card. And no fees for card payments anywhere in the world. The possibilities are endless with neon, because neon grows alongside you. We will offer you more products for retirement or loans, if that's what you need.
Surprisingly little. Your account does not carry a base fee. The card itself costs 10 CHF.

How can we offer that, you ask? Well, not being a bank also means we don't have any offices, not many employees and most of all no bonuses. And we're not reinventing the wheel. Instead, we focus on what we do well: an intuitive app and products that make sense. For the rest, we work with selected and respected partners. That way, our costs remain low and our quality high and we pass all of that on to you.
No, because neon is not a bank. The account is managed by Hypothekarbank Lenzburg, which has a banking licence. That, of course, also means that your money is safely protected by deposit insurance (up to 100'000 CHF).
It's actually quite simple. Strictly speaking it's not neon that offers you the account. Your account is managed by Hypothekarbank Lenzburg, which has a banking licence. That, of course, means that your money is safely protected by deposit insurance (up to 100'000 CHF).
We focus on what we do well: a fast and intuitive app and products that make sense. At the same time we believe your money is safest with a well-established bank that is subject to deposit insurance. That's why we picked Hypothekarbank Lenzburg as our banking partner. By the way: that also means that our costs remain low while offering you high-quality service. We pass these savings directly on to you.
Open the app, click on «Profile». Under «Bank details» you'll find all the information you need.

Open your neon app, go to the «Payments» tab and tap on «Add new payment». There you can choose between scanning or uploading a QR bill or between making a domestic or an international payment.


Go to the «Payments» tab and click on «New payment». Then select either «Scan QR bill» or «Upload QR bill» to pay the QR bill.


Yes. You can transfer money to 40 currency zones, and with no exchange rate surcharges. The exchange is always made using the mean exchange rate, so all that’s left for you is a small fee: a dynamic Wise fee and a 0.4% convenience fee. This is transparently displayed throughout the entire transaction – both before and after you make your transfer.

We use the Mastercard reference rate. Let’s assume it's Wednesday and you pay for a coffee and a croissant abroad with your neon card, you will be charged the exchange rate from Tuesday. In other words, the exchange rate from the day before your card payment is applied. So far, so good.

Now it gets a bit more complicated: Mastercard is an international company, so the different time zones play a role. If you order something totally necessary from a foreign online shop late at night at 11pm, the exchange rate from the same day can be applied due to the time difference. As mentioned, the reason for this is that Mastercard refers to a different time zone in its accounting. In short, depending on the time of day, you will be charged the exchange rate of the same day or the previous day.




Of course, with the neon Mastercard you can pay wherever they take Mastercard. Just use the card number, your validation code (CCV) and the expiry date. Happy shopping!
Future payments are payments that you have released for a future date. This is the case, for example, if you set the execution date for paying an invoice to three weeks. Did you discover a mistake? Just swipe left to delete a future payment. The available balance indicates how much money is currently available for card payments. This amount is typically slightly lower than your account balance, as it already takes into account preliminary card bookings.

Yes. Either invite them to neon, ensure that you and your friends all allow neon access to your respective phonebooks and transfer money with just a few clicks. By the way: Payments from one neon account to another neon account are executed immediately (instant payment). Or use TWINT.


Open the app, now you can see your future payments. Tap the arrow on the right to open the box completely and see all future payments. 

By the way, if you find a mistake, you can now simply swipe left to delete future payments.


Payments within Switzerland are free of charge. In our 20 international currency zones (incl. EUR), you only pay a small fee – one part is dynamically calculated by Wise, and our fee (the convenience fee) is 0.4%. And for each transfer, you get to use the mean exchange rate – with no exchange rate surcharge – which means you can save up to 5%. Find out more here.

Yes, you can!

The easiest way is to add your neon card in the UBS TWINT app. Just download the app, register (have your ID ready) and add your neon card (both the card number and the IBAN). And you're ready to go! If you already have the app, you can add your neon card under «Settings» and then «Manage payment methods».

Else you can also download TWINT Prepaid. To sync, open the TWINT Prepaid app, click on «Register», enter your contact details and take a photo of your ID. In the menu, go to «Top up credit», then «Bank account» and choose Hypothekarbank Lenzburg. You'll be asked to take a photo of your neon card and enter your IBAN. After verification, the bank will authorise the connection between neon and TWINT, which usually takes 1-2 working days. TWINT Prepaid is a prepaid service, so you'll have to move money from neon over to TWINT before you can start using TWINT to make payments.


Whether you're tall or short, old or young, have a lot of money or are always skint, whether you prefer tea or coffee, are a cat or dog person - we couldn't care less. All you need is to be over 15, a Swiss domicile, be a resident for tax purposes exclusively in Switzerland and a valid identity document from one of these countries (in combination with a B/C foreigner's permit).


In principle, yes. With your contract number and login code you can log in to your neon account on any device on which the neon app is installed. In order to make payments, however, you'll have to activate the «new» device. To do so, you can create an activation code on the device on which your neon account is already active (i.e. your «old» device) by going to «Profile», clicking on «Security», and «Generate activation code». Then, enter this activation code in the neon app on your «new» device in the «Profile» tab under «Activate device».


The company will give you a form. Complete it and send it to Hypothekarbank Lenzburg, Bahnhofstrasse 2, 5600 Lenzburg. We'll set that up for you. Do you have any questions about the form? Just send us a scan or a photo and we will try to answer that.

The current daily transaction limit is 50'000 CHF. With your card, you can withdraw up to 2'000 CHF cash per day, spend 5'000 CHF online and another 5'000 CHF in stores every day but your monthly max limit is 10'000 CHF. If you exceptionally need more, write us and we'll have a look at it.




Activate your card in the app by clicking on «Profile» and «Activate card».


When you confirm a payment with the card, the merchant creates a «reservation» for it on the card. This reservation is visible in the app with a small clock. As soon as the merchant wants to debit the amount (usually within 2-3 days), this is then displayed in the app as a booked payment. According to Mastercard rules, a merchant has between 7 and 31 days to effectively debit a reservation to the account.


Our card have a new range of numbers that isn't recognized yet by all apps. As a default, they show USD, but don't worry - the currency of your card is indeed CHF. If you find this somewhere, please let us know so we can follow up.

Yes! Go to «Profile», then «eBill» to set them up. Already connected your eBill to another account? No worries. Just connect your existing eBill account with your neon.


The first thing you should do is block your card immediately: do it yourself in the app under «Profile», «Your card & PIN» and «Block card». Or block it via our 24-hour card emergency number (+41 (0)43 508 03 19).



Write to us afterwards so that we can look at the case together and discuss the next steps. To ensure that the case is handled as smoothly as possible, please proceed as follows: «Standard procedure for card fraud». 



In an emergency, you can send us a card blocking request by e-mail (service_at_neon-free.ch). Please note: We cannot guarantee fast blocking at all times.



Is your case a case of card fraud or a complaint - i.e. a charge that you do not agree with? Find out more here.




All credit card transactions are transmitted via Mastercard and forwarded to our partner bank Hypothekarbank Lenzburg for settlement. Once the amount has been credited to your neon account, you as the account holder have the option to dispute transactions with us within 30 days.


Do you disagree with a card charge and want to dispute it? We recommend that you first contact the merchant concerned directly and request a refund.


If you are unsuccessful with your request for a refund, we may be able to help you. To do this, we would start a so-called charge-back process with our partner bank via Mastercard and try to reclaim the payment. To do this, send us an email to service_at_neon-free.ch and let us know which payment is involved and why you want to reclaim it.


If it is «only» a charge (complaint) and not fraud, it is generally not necessary to block the old card and send a new one.




The neon Mastercard® is available for Apple Pay, Google Pay, Samsung Pay, Garmin Pay, and SwatchPAY!. To find out how to connect neon to the various mobile payment providers, click here.


Two Mastercards are not possible currently. But we know you'd really love that option, so we're working on figuring out a way to make it happen. We'll let you know as soon as anything changes.


Unfortunately, this is not yet possible, but we're working on it. For very urgent cases, you can go to a Postomat machine, it works there.

Yes and no. There is no direct way to deposit cash into your account because neon is 100% digital and has no counters. But you have two options.

Option 1: Buy a TWINT top-up in Coop and discharge the credit to your neon account via the TWINT app. You can buy these TWINT top-ups (also called credit codes) at the post office, in Coop supermarkets, at Coop Bau+Hobby and at Coop City (food and non-food). You will receive the credit code at the checkout in the form of a receipt.

This is how it works with the UBS TWINT app: buy the credit code, open the app and scan the QR code or enter the credit code - the amount will be credited to your neon account after 2-3 working days. Please note: you must select neon as the credit account, which you can do in the app under «Settings». If you are also a UBS customer, the UBS account is always set as the default account and cannot be changed.

With TWINT Prepaid, you do the same, but then also click on the three dots at the top right of the main screen, select «Unload credit» and enter the desired amount and your neon IBAN - the amount will be credited to your neon account after 2-3 working days.

Option 2: Create a QR deposit slip online (enter your neon IBAN and your name), print it out and take it to a post office counter. Please note that the post office charges a fee for this.


With Sonect you can withdraw cash at many shops, bars or restaurants - without any fees, as often as you want. That's how.



If you spend at least 10 CHF, you can ask for cash at the Lidl checkout. Your desired amount (up to a maximum of 300 CHF per withdrawal) is then simply added to your purchase.


For tax and regulatory reasons we can currently only accept users that are exclusively domiciled and tax domiciled in Switzerland.


Yes, the joint account was one of the most requested features from our community. With neon duo, you can easily manage your finances as fully authorized and equal partners – 100% in your neon app. To the joint account


A second account/subaccount is not possible currently. But we know you'd really love that option, so we're working on figuring out a way to make it happen. We'll let you know as soon as anything changes.


We cannot offer you a business account, as neon is a purely private account (this also applies to freelancers). This means that you are not allowed to use it for business purposes. As a private person, you are of course always welcome.


Yes, you receive interest on the total balance in your Spaces – the interest does not apply to the balance on your main account.

As of 01.07.2023, the following interest rates are in effect:

0 - 25'000 CHF: 0.9% 

above 25'000 CHF: 0.65% 

Example: 
You have five Spaces with a total balance of 30'000 CHF. You then earn 0.9% interest per year on your first 25'000 CHF and 0.65% on the other 5'000 CHF.

Between 01.04.2023 and 30.06.2023, you received 0.4% interest on the total balance in your Spaces (up to 25'000 CHF).

Between 01.01.2023 and 31.03.2023, you received 0.15% interest on the total balance in your Spaces (up to 25'000 CHF).

The interest will be paid out at the end of each year. 

You can find the Spaces in your neon app in the «Home» tab at the top, right next to your main account.

Click here to go to our Spaces blog with more information. 


No, we no longer charge negative interest as of 1 October 2022. Yes, none at all!



Note: we charged negative interest in the period from 1 July 2022 to 30 September 2022. There were no negative interest on amounts of up to 99'999 CHF, −0.25% on amounts of 100'000 CHF or more, and −0.50% on amounts of 125'000 CHF or more. 



From 30 September 2021 to 30 June 2022 there was no negative interest on amounts of up to 99'999 CHF, −0.75% on amounts of 100'000 CHF or more, and −1% on amounts of 125'000 CHF or more. 



The negative interest applied to the amount above 100’000 CHF or 125’000 CHF and was debited to your neon account at the end of each year.


The tax statement will be available in the app every year from from the end of January. You will find it under «Profile», then «Account statements» and «Tax statement». NB: The amount on the tax statement may differ slightly from the amount you saw on your account at the end of December if some transactions have not yet been posted.


For security reasons, activation codes are only valid once and for a maximum of 30 days. Need a new one? Go to «Profile», «Security» and «Generate activation code» to order one directly in the app.


Yeah, sometimes fingerprint / face id throws a temper tantrum. Best try the oldest trick in the book: switch it off and on again in «Profile» > «Security» and see if it works. If not, let us know.

PS: neon does not save your biometric data.
For technical reasons, it's not yet possible to show transactions in real-time. But we're working on it, because you deserve full and immediate control.

Spaces are your way to subdivide the money in your neon account. So you don't have to have all your money in one place anymore, but you can easily move parts of it into your Spaces.


Click on «Spaces» to get to your Spaces overview. In order to use the feature, we'll set it up for you first. This should take about a minute. Once this is done, you can create your first Space. Just click on «Add Spaces». You can choose from ten icons that best fit the purpose of your Space and give it its own name. And just like that, your first Space is created! Up to 10 different Spaces are possible.


Important: You can only move money between your main account and a Space. The amount you want to move to your Space must therefore first be available on your main account.

Open your Space and click on «Add money». Enter the desired amount and confirm. The money will now be deducted from your main account and added to your Space. The other way around is just as easy: Click on «Withdraw» to move money from your Space back to your main account. In your main account, a transfer will appear as a normal transaction, just like you know it from your other payments with neon. An overview of the movements per Space can be found in each Space.


The cumulated monthly limit for withdrawals from all your Spaces to your main account is 50'000 CHF per calendar month – this limit does not apply to payments and transfers going out of your main account. Please be aware that if you exceed this monthly limit, you'll have to pay a 2% fee at the end of the year on the exceeding amount. If you plan to withdraw more than 50'000 CHF in one specific month, it's best to reach out to us so we can explain everything in detail.



Our tip: Since the limit is set per calendar month, you can simply split your withdrawals between the end of one month and the beginning of the next one. Let's have a look at an example:



Say you withdraw 30'000 CHF, then 20'000 CHF, then 5'000 CHF from your Spaces within the same calendar month. In this case, you would have to pay a fee of 2% on the amount exceeding the limit of 50'000 CHF. This corresponds to 2% of 5'000 CHF, meaning 100 CHF in fees. You should definitely try to avoid this. 



Instead, you could withdraw 30'000 CHF and 20'000 CHF in the same calendar month, but wait for the first day of the next month to withdraw another 5'000 CHF. This way, you don't have to pay any fee.


No. You can only move between the main account and Space. However, we are looking into whether we can offer you this option in the long term.


50'000 CHF per day. But be careful: Transfers to and from Spaces are considered normal payments. You can therefore transfer e.g. 25'000 CHF to a Space and then 25'000 CHF back again, but then you cannot trigger any further payments on the same day (nor pay any further bills), because you can only trigger a total of 50'000 CHF per day in payments on your account. On the next day, 50'000 CHF are possible again. Also, take note of the monthly withdrawal limit for Spaces.


Yes, of course! To do this, start a transfer to your Space as usual and select «Make it recurring». 


If you make a transfer on the weekend or in the evening, it will be executed immediately, but it will not be posted until the next business day. Therefore, the date of the transaction displayed in the app may be in the future.


At the moment you can't change names and images for existing Spaces. But we are checking how we can offer this functionality in the future.


Normal transactions - like paying for your lunch with the neon card or paying your electricity bill - are always deducted from your main account. Therefore, make sure that you have enough money on your main account, especially if you have set up recurring payments, LSV, eBill or future payments. Money that is on your Spaces is segregated so you don't spend it by mistake.


No. The money from card payments is always deducted from your main account. So if you have saved money for your vacations in your Space, you have to move it to the main account first. Only then you can spend it.


No. The same goes for money that is transferred to your neon account: Everything always ends up in your main account first. From there you can move it to your individual Spaces.


No, there isn't.


Yes. You can use your neon account without Spaces and just leave all your neon money in your main account.


There are no custody fees with us, which is advantageous if you want to hold the shares and ETFs for longer. For all ETFs and Swiss shares, you pay 0.5% of the purchase or sale price per transaction, for international shares the fee is 1.0% – there are no additional fees for currency exchange. In addition, each purchase/sale is subject to the mandatory Swiss stamp duty – for Swiss shares and ETFs you pay 0.075% stamp duty and 0.150% for foreign securities.


We offer you a large selection of the most traded shares in Switzerland and the world as well as the most important ETFs. You can find a list here.


Your shares and ETFs are traded on the BX Swiss exchange, formerly the Bern stock exchange.


You can buy and sell shares and ETFs from Monday to Friday between 9:00 and 17:30. Here you can see on which holidays the exchange is closed.

With 24/7 Investing you can also order a buy/sell outside the exchange opening hours. Let's say you want to sell your Tesla stock at midnight on a Tuesday, but the stock market is closed. Enter a pending order in the app to sell your Tesla stock on Wednesday morning when the exchange opens at 9:00 am. Please note: The displayed price of the share may differ from the actual (sale) price at the opening of the stock exchange.


Yes, because your investments belong to the so-called special assets, which are not part of the bank's bankruptcy estate. To put it more simply: your investments always belong to you.

Regardless of whether you invest on a large scale or only invest 10 CHF per month – we do not set any limits, neither for the minimum nor the maximum amount.

At the moment, we support so-called market orders. This means that the purchases/sales are executed immediately at the best current price. 

In the future, we would also like to enable you to place limit orders. With a limit order, you set a minimum or maximum price – as soon as your share reaches the minimum or maximum price you set, it is automatically bought or sold.


For legal reasons, you must be at least 18 years old to invest in the neon app.

Our prices in the app are as fresh as the croissants at the bakery in the morning. Every time you see a price in the app, it is requested directly from BX Swiss in the background. 

When the stock exchange is closed, the last price is displayed – i.e., the price at the close of the exchange. If you look at the detailed price history of a share or an ETF, the periods without prices (i.e., everything outside the trading hours of BX Swiss) are skipped.


The price of a security depends on numerous factors including the currency, the trading centre, the time of searching, or the spread. In addition, it also plays a role whether you look at the buy or the sell price (ask/bid). Therefore, you will not necessarily see the same prices on neon invest as on Google or on other providers' platforms.


The short answer: To make it easier for you and to avoid having to convert currencies, we can trade directly in CHF with BX Swiss.

The longer answer: Our exchange BX Swiss offers a very advantageous spread as well as a good buy/sell price, which already includes the currency conversion. This means for you: Double win - you get a good buy/sell price and you have no additional costs for the currency exchange later on.

Cash dividends, par value repayments, etc. will be credited directly to your neon account by our partner bank. If a foreign security (e.g. US stock in USD) results in a distribution such as a dividend, our partner bank will convert it into Swiss francs and credit the Swiss franc amount to your neon main account. The exchange rate is updated by our partner bank at least twice a day and includes an interbank rate margin of about 1.5%.

For your information: The amount is always paid out after deduction of the corresponding withholding tax / source tax. This depends on the domicile of the security. As an example: If it is a Swiss share, then 35% withholding tax will be deducted from the gross amount. You will see this amount at the end of the year in the tax statement in the app and can then claim it back on your tax return.

If it is a foreign share, then the source tax applies here. The amount differs from country to country. It is possible that you can offset this tax in full or in part on your tax return.

The difference between the price you pay when buying and the price you receive when selling a financial instrument is called spread. Spreads exist on all exchanges and are usually higher for less popular stocks and ETFs that are owned and traded by fewer people. Investors are generally interested in selling shares or ETFs at a high price or buying it at a low price. This means that there is a natural gap between the buying and the selling price. To make the trade happen, you need to bridge this gap and you «pay» the spread compared to the theoretical price in the middle.


A spread is the difference between the bid and the ask price of a security. This difference can be influenced by factors such as liquidity, trading volume, or volatility of the security. Depending on the liquidity of a security, the spread may also include a risk premium. This is the case, for example, with US securities in the morning, as the US stock exchanges do not open until the afternoon of our time and thus liquidity is accordingly lower.

To see the spread of a security, you can search for the name or ISIN of the security on the BX Swiss homepage using the red search bar at the top of the page.

In Switzerland, the Federal Tax Administration levies the so-called stamp duty when buying or selling a share, an ETF, and other securities. The bank or broker – in our case Hypothekarbank Lenzburg – deducts this tax and passes it on to the Federal Tax Administration (FTA). On Swiss securities your share of the stamp duty is 0.075%, on foreign securities it's 0.150%.

Depending on the domicile of the security, taxes on income (especially dividends) may be payable. In Switzerland it is called withholding tax and amounts to 35%. Abroad it is called source tax and the amount varies from country to country. The income is always credited to you after the deduction of this tax. You can see the deducted tax on your receipt (go to Profile > Account statements > Trade documents) and at the end of the year also on your tax return (also in the app).

It is possible that you can have all or part of this tax credited back to you via your tax return.

At the moment we do not yet offer a custody account transfer from another bank or another broker to neon. However, we have just finished the product for the launch with a defined scope of functionality. Of course, we will now continuously expand the product, and will also look into the topic of custody account transfers.

Yes, this is possible for a fee of 100 CHF per position. For example, if you have 30 Tesla shares and 17 Apple shares in your neon portfolio, transferring your securities from neon to another bank or another broker will cost you CHF 200.


At the moment, we do not offer registration in the shareholder register. Therefore, it is also not possible to participate in a general meeting of a company, and no material/natural dividends (shareholder gifts) can be received. Our offer is currently focused on an investment, and not on further services / activities for you as a shareholder. Thus, also your voting rights are not exercised. 

You can unsubscribe from our newsletters at any time. At the bottom of our emails you can find a link via which you can customise your newsletter settings by subscribing or unsubscribing to/from certain topics. We recommend to subscribe to all topics in order to always stay up to date.



If you unsubscribe from all topics, you will only receive newsletters with information that we are obliged to share with you, e.g. information about the availability of your tax statement or changes to our Terms and Conditions.


There is no 100% protection against credit card fraud. Unfortunately, this can happen with any credit card, even from other banks. There are many ways in which fraudsters manage to charge a credit card – they copy the credit card details (e.g. in a bar or restaurant), they steal credit card details from a retailer, or they use special computer programmes with which they «guess» credit card details over many attempts.



For this reason, there are standardised processes that can be used to report a fraudulent credit card payment to Mastercard. If you find unknown transactions on your account, please proceed as follows: «Standard procedure for card fraud».


To minimise the damage as much as possible, we ask you to block your card immediately in the app under «Profile», «Your card & PIN» if you suspect fraud. If you are unable to access the app, you can also block your card 24/7 by calling +41 (0)43 508 03 19. Once the card has been blocked, no further transactions can be made.


The best way to do this is to contact us directly by email at service_at_neon-free.ch and describe your case as precisely as possible so that we can take the next steps straight away.


Please answer the following questions in your email so that we can understand your case properly from the outset:



  • Do you not know this merchant at all and think it is a fraudulent transaction?

  • Do you know the merchant but disagree with the charge (e.g. subsequent charge, unexpected amount, etc.)?

  • Are you currently abroad or do you need to use your physical card for other reasons (e.g. to withdraw cash from an ATM)?


If you consider it to be fraud, we will have to permanently block and replace the card. Please confirm your current address and that we can permanently block and replace the card. You will then be able to see the new card details in the neon app 1 day later and use them virtually (e.g. online or with Google/Apple/Samsung/Garmin/Swatch Pay). Only after the card has been replaced can we take further steps depending on your situation.


Is your case a case of card fraud or a complaint  i.e. a charge that you do not agree with? Find out more here.


When you confirm a payment with the card, the merchant creates a «reservation» on the card. This reservation can be seen in the app with a small grey clock. As soon as the merchant actually wants to debit the amount (usually within 2-3 days), this is then displayed in the app as a booked payment (without a grey clock). According to Mastercard rules, a merchant has up to 31 days to effectively debit a reservation to the account. We cannot simply cancel this reservation from our side, as the merchant first has the right to debit the reservation to your account - even in the event of fraud.



If you want to report a fraudulent payment, please proceed as follows: «Standard procedure for card fraud».




So that we can process a fraud case as quickly as possible, please block your card immediately in the app under «Profile», «Your card & PIN» and confirm the following points by e-mail to service_at_neon-free.ch:




  • Which payments are affected (amount, merchant name, date)?

  • Did you make these payments yourself?

  • Do you know this merchant and have you bought something from this merchant in the past?

  • Can we permanently block your card directly and replace it with a new card or are you currently dependent on the physical card (e.g. due to a stay abroad)?

  • To ensure that the new card arrives safely: What is your current home address and the name on your letterbox?



Is your case a case of fraud or a complaint? Answer these questions.




Is this card fraud or a complaint about a card payment? Answer the following questions:



  • Do you not know this merchant at all and think it is a fraudulent transaction?

  • Do you know the merchant but do not agree with the charge (e.g. subsequent charge, unexpected amount, goods not received, etc.)?


If you answer «yes» to the first question, then it is most likely card fraud. In this case, we ask you to follow the steps described here.


If you answer «yes» to the second question, it is probably a complaint. Here you can find out how to proceed.




Simple: just complete our online claim form here.


If your device breaks, you can claim your extended warranty via our partner's online portal. Keep the following documents ready to upload them on the portal: A copy of the sales receipt, the manufacturer’s warranty including the indication of the original warranty period, and – if applicable – a cost estimate including contact details of the certified repair centre.


If possible, contact the alert centre immediately on +41 848 801 803 (emergency number) or on +800 8001 8003 (free phone number, not available in all countries). If that’s not possible, submit the following documents to ERV at schaden_at_erv.ch: the booking confirmation for your trip, a transaction receipt for your booked trip (i.e. a screenshot of the neon app), and a medical certificate with your diagnosis, official certificates, a death certificate, invoices for other costs insured, travel tickets and/or police reports.


If you have an accident or fall ill, you should first contact a doctor and ensure you get treatment. As soon as you’ve recovered (hopefully very quickly!), send the following documents to ERV at schaden_at_erv.ch: a completed claim form (this one if you have an accident, and this one if you fall ill), a detailed medical certificate, invoices for doctors’, medication and hospital costs, plus prescription slips, and a transaction receipt for your booked trip (i.e. a screenshot of your neon app).


Depending on how you booked the flight, you should either tell your travel agent or your carrier directly when you realise you won’t be able to go on your trip. If you’d like to make a claim, you need to submit the following documents to schaden_at_erv.ch: the booking confirmation for your trip, invoices for cancellation/subsequent travel costs, a detailed medical certificate or other official proof and a transaction receipt for the ticket you bought (i.e. a screenshot of your neon app).


Notify schaden_at_erv.ch without delay that you’ve missed your connecting flight. You need to send the following documents to the same email address: this completed claim form, proof of delay from the airline, confirmation of compensation from the airline, receipts of additional costs incurred, the booking confirmation for your trip and a transaction receipt for your booked trip (i.e. a screenshot of your neon app).


If your baggage is stolen, report this to the nearest police station within 48 hours and have them open an official investigation (in the form of a police report or report of the loss of a flight ticket). If your baggage is damaged or lost while it is being transported by your hotel, tour guide or carrier, please have the damage confirmed in writing and request compensation from the party in question.



Then, notify schaden_at_erv.ch of the damage without delay, complete this claim form and send it across along with the documents requested by ERV.


The warranty extension adds an additional 3 years of warranty to the normal 2-year manufacturer's warranty. This gives your newly purchased electronic devices a total of 5 years warranty.


The warranty extension covers newly purchased devices with a minimum value of 50 CHF and a valid manufacturer's warranty. Specifically, electrical communication devices («grey goods») such as mobile phones, computers, notebooks, photocopiers, fax machines, scanners, and games consoles, as well as electrical household appliances («white goods») such as washing machines, tumble dryers, dishwashers, cooking hobs, ovens, refrigerators, vacuum cleaners, irons, toasters, and electric toothbrushes. Electronic entertainment equipment («brown goods») such as televisions, DVD players, home cinema systems, hi-fi systems, MP3 players, photo cameras, video cameras, and GPS devices also benefit from the extended warranty. 


Appliances and household objects permanently connected to the building, such as air conditioning or heating systems, are not insured. Appliances that do not have a serial number or manufacturer's warranty, as well as used, recycled, rented, leased, restored, or second-hand items are also not covered.


You can file a claim with our insurance partners via the neon app. To do so, open the app, go to the «Benefits» tab, select your active insurance and tap on the red «File a claim» button. You will then be redirected to a page where we explain how you can report your claim for your specific case.

If you no longer have access to your neon app (e.g. because your mobile phone has been stolen), you can also find the instructions on how to proceed in the event of a claim in our FAQ.


Yes, all neon insurance policies are automatically renewed. After the respective minimum duration periods have expired, the cancellation periods for all insurance policies are 1 month in each case and can be cancelled directly in the neon app at the end of the month. 


In this case, we will automatically cancel your previously purchased warranty extension in the background and then re-subscribe you to it as part of your neon green or neon metal account.


In this case, we will automatically cancel your previously purchased insurance in the background and then re-subscribe you to it as part of your neon metal account. Until you unlock the neon metal travel package, the separate travel insurance will remain active. Accordingly, you would continue to pay the monthly fees for the separate travel insurance (8.50 CHF) in addition to the monthly costs for neon metal (15 CHF).


This depends on the insurance. For example, the travel insurance covers your whole family (wife/husband, children, etc.) as long as you live in the same household. The phone insurance only applies to you and the extended warranty only applies to products purchased with your neon Mastercard. For the exact details, please consult the relevant GCI.


The insurance company is probably processing your case at the moment. Depending on how long you have been waiting for a reply, you can contact them by email or phone. In the unlikely event that you still haven't received a reply, you can also contact us: service_at_neon-free.ch 


Yes, thanks to our partnership with Smile, you can also take out car insurance via the «Benefits» tab in the neon app – and even benefit from a discount. Look for the «smile.car» offer.


Yes, thanks to our partnership with Smile, you can also take out household insurance via the «Benefits» tab in the neon app – and even benefit from a discount. Look for the «smile.home» offer.


Yes, thanks to our partnership with Smile, you can also take out motorbike insurance via the «Benefits» tab in the neon app – and even benefit from a discount. Look for the «smile.bike» offer.


Yes, thanks to our partnership with Justis, you can also take out legal protection insurance via the «Benefits» tab in the neon app – and even benefit from a discount. 


Yes, thanks to our partnership with WauMiau, you can also take out pet insurance via the «Benefits» tab in the neon app – and even benefit from a discount. 


The Swiss post has an address database that we use to check. After moving, there are often delays and there are sometimes discrepancies with second names or other spellings. If the match is not 100%, we'll send you through to the video call.


A joint account is an account to which several people have access. neon duo is for exactly two people. It helps you quickly manage the finances in your household and allows you to easily pay shared expenses such as rent, household costs, electricity bill, or your household insurance. 


You both live in the same household, i.e. at the same address, and both have your own private neon account (free, metal or green).


Make sure you have the latest app version and open the neon app. 

Option 1: Tap on «Home», then on «Total» in the top right-hand corner and select the tile «New: Joint account». If you no longer see the tile because you have probably closed it, try the second option: 

Option 2: Go to «Profile», select «Accounts» and then choose «New: Joint account»

There you confirm your details and can then invite your partner with whom you would like to share a joint account. Please note that we are currently in the public beta phase and there is a waiting list. More about the joint account.

New to neon? To open a joint account, you and your partner or roommate each need a private neon account (free, metal, or green). More about the requirements for the joint account.


No, at the moment you can only open 1 joint account. That's already a good start. Choose wisely. 


Your joint account has its own IBAN. If you want to deposit money, you have two options: 

1. Tap on «Home», select «Add money» and then «Add money from personal account». 

2. Tap on «Payments», select «New payment» and then «Account transfer». 


Your personal account (free, metal, or green) will remain the same. The joint account is an additional account with its own IBAN and two separate cards. 


No, that's not necessary. You can log in with your existing login and switch between your private and joint account within the neon app with a single swipe. Simply change the toggle switch at the top left on the «Home» tab from personal account (icon with one person, left) to joint account (icon with two people, right).


The joint account costs 3 CHF per person per month. The fees are debited from your private accounts (free, metal, or green) at the beginning of each month – so you always pay in advance for the month in question. The cards cost a one-off fee of 10 CHF each. 


At neon, we always keep the costs as low as possible for you. As a result, we influence the market. Of course, from account openings to tax statements, every account incurs costs. Joint accounts are somewhat more complex as they have more components (e.g., additional IBAN and cards). This means that our workload is significantly higher. 

And the further development of our offering also costs time and money. To cover these expenses (and also to earn a little money), we have set a competitive, transparent, and – in our opinion – very fair price for the joint account.


Our joint account is a so-called «OR account». This means that you are both equal and full account holders and that you both have full power of disposal over the money in the joint account. 

Example: Tom pays the rent quickly and unbureaucratically. This is because he does not need the consent or approval of his flatmate Jerry to make the payment. 

With neon duo, there is no need for an approval process as it would be the case with a so-called «AND account» where Tom AND Jerry both have to approve payments. 


Do you submit two separate tax returns? If so, you both have to pay taxes on half of the assets in your joint account as of 31 December. 


No, the neon green and neon metal benefits only apply to private accounts. 


No, it is best to use your private neonQ cards for your purchases at QoQa.


You are always both responsible for your joint account. This means that we can request payments related to your joint account from either one or both of you.


Of course, you can easily close your joint account again (although this would make us a bit  sad).

At the moment, it's enough to bring the balance to zero, e.g. by transferring it to your private accounts. After that, one of you can simply send us an email to service_at_neon-free.ch and we'll close the account for you.


Sometimes relationships end and there is a dispute about how much money each person is entitled to. If you or another party acting on your behalf (e.g. a solicitor) tells us that there is a dispute between you and the other account holder, we will freeze the joint account and not allow any further outgoing payments, including recurring payments.

However, incoming payments can still be received. The joint account can be reactivated or closed as soon as we have a joint written permission from the account holders. 


As soon as we are informed, the joint account is usually blocked for both partners until the estate has been settled. 

It is possible that certain payments can still be made; this is possible after consultation with us and the partner bank Hypothekarbank Lenzburg. Please send us an email


Yes, the credit balance in the joint account is protected up to 100’000 CHF. The joint account is considered a separate account. 

Your credit balance on your private account (free, metal, or green) including Spaces up to 100’000 CHF is also covered by deposit protection. 


Yes, transfers between your neon accounts work in seconds as usual.


Yes, you can also select your joint account in the eBill portal to pay your shared invoices.


To see your joint deposits and expenses, tap on the «Statistics» icon (bar chart) on the top right of your «Home» tab and select the joint account.


No. It is currently not possible to open joint Spaces. 

However, you can set up a «For us» Space or a «Doesn't belong to me alone» Space in your private account with the excess joint balance to earn interest and move the money back to your joint account in seconds once you need it again.


No. You only receive interest on the balance in your own Spaces (personal accounts). 


No, but you can use neon invest with your personal accounts to invest in shares and ETFs. 


Yes, you will both receive an additional card for your joint account. The costs of 10 CHF each for the first card as well as the monthly fees will be charged to your personal accounts.


You can find the card details for the joint account in the same place as the details for your private account. Tap on «Home», then on «Card». Next, select the card for the joint account and tap on «Show card PIN», for example.


First of all: Block your card in the app under «Profile», «Your card» and «Freeze card». You can then order a replacement card for 20 CHF.


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