Frequently asked questions

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 Abroad the fee is 1.5% on the withdrawn amount.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 Abroad the fee is 1.5% on the withdrawn amount.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Abroad the fee is 1.5% on the withdrawn amount.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.

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.

Like neon? Invite your friends to neon. If they also open an account with neon, not only will you both hopefully enjoy a great product, but you'll also (both!) get 10 CHF.

To do so, go to «Profil» and «Invite a friend» in the neon app. There you can find your personal referral code and can directly share it with your friends. They will then have to enter your code during the account opening. 

A referral is considered successful when your friend has fully opened the account. You will both receive the referral bonus 5-7 days later directly onto your neon account.

If you entered a voucher code or a referral code, we'll transfer it 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 a note.

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.

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 must drag the screen in the tab «Transactions» down to see the future payments. Then simply swipe the corresponding payment to the left to delete it. Otherwise, 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.

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 that, message us. 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.

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».

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.

• 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.


• Transfer PIN: the transfer PIN is the second authentication factor next to your login code. You need him to make transfers 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. 

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.

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.

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.

Yes. Either invite them to neon (you'll get 10 CHF each), 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. Here's how. 

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 16, 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 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.

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».

For a few types of transactions, you may not receive the push notification and only see the transaction later (up to two days) in the app, once it is actually booked on your card. Therefore, your card balance (which is always up to date) could be lower than what you see in the app. This is a temporary issue that should be resolved soon, it is due to the current finalisation of implementing a new card processor.

For a few transaction types, we are not yet able to send Push notifications, which is why  you may only see the transaction later (up to two days) in the app, once it is actually booked on your card. This is a temporary issue that should be resolved soon, it is due to the current finalisation of implementing a new card processor.

First, you should immediately block your card: either in the app by clicking on «Profile», then «Your card» and «Freeze card». Or by calling our 24-hour card emergency number (+41 (0)43 508 03 19). Then write to us here, so we can take a look at the incident together and discuss the next steps. Please note that we can’t accept requests to block cards by email. 

All credit card transactions are processed via Mastercard and forwarded to our partner bank Hypothekarbank Lenzburg for settlement. After the amount has been posted in your neon account, as the card owner you have the option of contacting us to object to a transaction within 30 days. In this case, write to us and we’ll let you know what the next steps are.

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.

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.

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.

A joint acount 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. In the meantime, they may want to open their own neon account - after all, it's free, and if you use your personal referral code, you'll get 10 CHF each.

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.

As of 1.4.2023, you will receive 0.4% interest on the overall balance that you hold in your Spaces (up to 25'000 CHF). This does not apply to the balance on your main account.

(Between 1.1.2023 and 31.3.2023, you received 0.15% interest on the total balance in your Spaces, also up to 25'000 CHF).

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 mid-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.

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.

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.

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

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.

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 will receive it each January for your neon account, including the funds that are in your Spaces.

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

The neon green Mastercard is now made of cherry wood and no longer of plastic. It is the first wooden card in Switzerland. On the one hand, it is a statement for a more sustainable lifestyle - every time you take it out, you show your friends and yourself how and for what you live and what is important to you. On the other hand, the card shows that a lot can be done to reduce plastic - it is made of 80% less plastic than its plasticised counterparts.

Wood is known to be somewhat more sensitive than plastic. Both in terms of pliability and water resistance. The wooden card is a novelty on the market, which is why we can't say for sure. However, initial usability tests, which were necessary for approval, have been positive. There are also good experiences from other markets, as our colleagues from Tomorrow can confirm. However, we recommend that you neither use it as a chair nor take it into the shower. :)

Our cards are produced by our partner Exceet, who pays great attention to sustainable and environmentally friendly production. They want to avoid the use of plastic as much as possible and switch to alternative materials. This is how the wooden card came into being - fine cherry wood from sustainably managed forests in Austria. However, a thin plastic core made of recycled PET-G cannot (yet) be avoided. This, together with a built-in chip, a magnetic strip and a fine antenna, enable you to make contactless payments with your wooden card. And although it is not completely made of wood to offer you the usual functionalities, it consists of 80% less plastic than a conventional card. So it's much more sustainable than your current card. But you can't dispose of it in the compost yet. Also, don't worry: The production of the cards is sustainable and for 100'000 cards, only 1 tree is needed. We will add it to the trees we've already planted. 

Quite simply: Yes! Thanks to the built-in features, you can pay with it as usual at the checkout via terminal or contactless. Mobile payment also works as before, of course.

If you take care, this shouldn't happen. If it does, write to us and tell us what happened and send us a photo. If it was the card and not you, we'll replace it free of charge.

According to researchers at ETH Zurich, nothing is more effective at combating climate change than reforestation. Planting trees has the potential to absorb two-thirds of the harmful CO₂ emissions caused by humans to date. With our renowned partner Eden Reforestation Projects, we want to do our bit to help stabilise the climate by planting trees.

We calculate this figure using a conversion factor of 300 kg of neutralised CO₂ per tree. This calculation is based on the total amount of CO₂ neutralised by an average mangrove tree during an average life span of 25 years. Why mangroves? The mangrove absorbs a particularly large amount of CO₂, making it one of the tree species preferred by our tree planting partner Eden Reforestation Projects.

We plant five bonus trees for you per month – that’s 60 trees per year. Why? If one tree removes around 300 kg of CO₂ from the atmosphere over an average life span of 25 years, we need to plant 47 trees in order to offset Switzerland’s annual CO₂ emissions, or 14 tonnes per person. So you’re already making a positive difference to the climate from the start.

We plant part of the trees in our very own neon forests. The first neon forest is in southern Haiti, the planting area is called «La Vallee DP». The second forest is called «Ankarafantsika 3» and is located in the northwestern Mahajanga region in Madagascar. Eden will plant a total of 2’200’000 trees in the neon forests over the next five years – a maximum of 440’000 trees per year. 

For those who have now done the exact (and correct!) maths: Our neon green community plants a lot more than 440'000 trees per year. Therefore, Eden Reforestation Projects divides the remaining trees among its various locations in Nepal, Madagascar, Indonesia, Mozambique, Kenya, Honduras and Nicaragua and plants them where they are needed most. Read more about it here.

We already focused on offsetting our company’s carbon footprint in 2020 with myclimate – this includes travel between our locations in Zurich, Munich and Belgrade, the journey to the office, the office buildings themselves and the entire IT system. For this year, we’re taking a more targeted approach: we’re not just offsetting our carbon footprint as a company, but also the «Product Carbon Footprint (PCF)» for your neon green account. That means that both your account and neon as a company are carbon-neutral. You can find more detailed information about our partnership with myclimate here.

You get a three-year warranty extension for all electronic products you buy with your card after opening your neon green account or after switching from neon free to neon green. Thanks to our partner, Europäische Reiseversicherung (ERV), your electrical and electronic devices are insured with neon green, on top of your normal warranty of two years, for a total of five years. Although our partner’s company name translates as «European travel insurance», the warranty extension does not apply to flights or travel.

The three-year warranty extension applies to grey, white and brown goods – never heard these terms before? Well, they refer to all the electronic devices you can no longer live without: your smartphone, your games consoles («grey goods»), your television («brown goods»), your washing machine and toaster («white goods») and much more. Your electronic products must be worth at least 50 CHF and the maximum benefit – i.e., the prices of all your grey, white and brown goods added together – is capped at 6,000 CHF per year. There are a few exceptions; for example, if you bought the products second-hand or if your device does not have a serial number (more details available here).

Until that happens - your extra three years of warranty will only come into effect after the normal warranty period of two years - we are working on digitising the whole process. You will certainly need copies of these documents: the sales receipt, the neon green Mastercard bill and the manufacturer’s warranty. You will enter these along with a completed claim form and your contact details. We will keep you informed.

Let’s make the world a little bit greener together!

If you meet the requirements (age, place of residence, tax liability), you can download the app easily via the Apple Store, Google Play Store or the Huawei AppGallery. Then grab your smartphone, passport or ID and residence permit, make sure you have a good internet connection and sit in a quiet corner for just under 10 minutes while you follow the app instructions. During these 10 minutes, you’ll select the neon green account, enter your personal details, confirm these via a free video call or using photo identification and set your login code. That’s it. We’ll take care of the rest! Click here to read about the identification process in detail.

It’s great that you want to switch to neon green! Open up your neon app, click on «Profile» and then, under your name at the top, click on «neon free». You will then see your active account (neon free) and can switch to neon green by swiping right. Let the tree planting begin! If you switch to neon green, we will send you a wooden card.

It’s a shame that you won’t be planting any more trees with us! But it couldn’t be easier to switch back: we like you just as much as a neon free user. Open up your neon app, click on «Profile» and then, under your name at the top, click on «neon green». You will then see your active account (neon green) and can switch to neon free by swiping left.

neon green is yours for 5 CHF a month. The same unbeatable conditions for neon free also apply to neon green: card payments are free – even when you’re abroad. No exchange-rate spreads. And you also get two free cash withdrawals in Switzerland a month. Click here to see a detailed overview of the prices.

All the great features available with neon free are also included with neon green: a Swiss account with one Mastercard for everything, ultra-affordable and transparent prices – everything is digital, simple and secure in one app. neon green also provides a simple way to offset your consumption because, for every 100 CHF you spend on your card, we plant a tree for you. You’ll also get a three-year warranty extension on your electrical and electronic products and, thanks to our partner myclimate, your account is climate-neutral from day one. Click here to see a comparison between neon free and neon green.

Of course! If one of your friends opens a neon green account too, they will not only get to enjoy a great product (we hope!), but we’ll also give both of you 10 CHF. Open up the app and click on «Profile» at the bottom of the menu. And just follow the instructions under «Invite a friend».

Simply offsetting CO₂ emissions by planting trees is the first step. In future, we want to discuss features that could enable us to provide a more detailed system for offsetting your consumption. This might include making our compensation scheme smarter. After all, spending 100 CHF at a petrol station generates more of a carbon footprint than spending 100 CHF in a health-food shop – so we could offer you additional compensation for your expenditure at the petrol station.

Well, green is our co-founder Julius’ favourite colour. Joking aside, green represents sustainability. And we think there’s nowhere near enough of it in our industry. We want to change that. That’s why, with your neon green account, we’re offering you a simple way to offset CO₂ through planting trees. For every 100 CHF you spend on your neon green card, we’ll plant a tree for you. So you can easily plant trees on the go, while we offset some of the impact that your spending has on the climate.

Alongside the many brilliant features that are also available with neon free, the app also includes a special neon green section. In it, you can see how many trees you’ve already planted by using your card, which planting level you’re on and how many trees the entire neon green community has already planted. We’ll also show you how much CO₂ the entire community has already neutralised by planting trees.

All the great features you get with neon free are also included with neon metal: a Swiss account with one Mastercard for everything, affordable and transparent prices – everything digital, simple and secure in one app.

With neon metal, you also get a high-quality metal card and free cash withdrawals anywhere in the world. And that’s not all – you also get mobile phone insurance, three additional years’ warranty on electronic devices, a best-price guarantee and ticket insurance. As if that weren’t enough, you can also unlock other high-calibre shopping, cyber and travel insurance packages, just by using your metal card.

Alongside the many brilliant features you get with neon free, your app also includes a special neon metal section in your profile. That’s where we’ll show you all your neon metal benefits and you’ll see which insurance packages you’ve already unlocked (and how far you’ve got to go until you unlock the next one).

neon metal is yours for 15 CHF a month.

The 15 CHF will always be charged at the beginning of the month – so you will always pay for each new month in advance.

If you meet the requirements (age, place of residence, tax liability), you can download the app easily via the Apple Store, Google Play Store or the Huawei AppGallery. Then grab your smartphone, passport or ID and residence permit, make sure you have a good internet connection and sit in a quiet corner for just under 10 minutes while you follow the app instructions. During these 10 minutes, you’ll select the neon metal account, enter your personal details, confirm these via a free video call or using photo identification and set your login code. That’s it. We’ll take care of the rest! Click here to read about the identification process in detail.

It’s so cool that you’re craving that metal feeling! Open up your neon app, click on «Profile» and then, under your name at the top, click on «neon free». You will then see your active account (neon free); switch to the neon metal overview by swiping right twice. Tap on «Get neon metal» and follow the steps.

First off, freeze your card in the app under «Profile», «Your card» and «Freeze Card». Then, you can order a new metal card. The metal card is highly valuable, so it’ll cost you 120 CHF – this is just to cover our costs (we don’t earn any money on it!). In exchange, you’ll have your unique all-metal card back and you’ll probably take even better care of it now. ;)

Quite simply: yes! You can pay with it as usual at the checkout via terminal or contactless. Mobile payment also works as before, of course.

Your metal card is made of 100% metal — to ensure that contactless payments work smoothly, the antenna is cut from the metal surface, which is why you will see a small notch next to the chip. For technical reasons, this cannot be done any other way and is therefore not a production error. Tip: When paying contactless, hold the side with the notch against the payment device — that way it will definitely work.

If you opt for neon metal, you need to stick with this account for a year. Why? Because your metal card is unique – and expensive. That said, you can switch back to neon free at any time once a year has passed. We’ll be really sad to see you go, but we want to make it as easy as possible for you: open up your neon app, tap on «Profile» and then, under your name at the top, click on «neon metal». You will then see your active account (neon metal); switch to neon free by swiping left twice. This also means you’ll lose all the neon metal benefits you’ve earned – but you can keep your cool metal card until it’s expired.

When you sign up to neon metal or switch over to it, you’ll receive mobile phone insurance, a three-year warranty extension for your electronic devices, a best-price guarantee and ticket insurance – all without needing to spend anything on your card.

Your mobile phone insurance covers you against all possible kinds of damage. Whether your mobile phone falls into the sea on holiday, accidentally breaks into a thousand pieces while skiing, or is stolen at the Gurten festival by an unpleasant fellow raver – we’ve got you covered. Regardless of the value, age or type of device of your mobile phone.

The mobile phone insurance only applies to your own mobile phone, whose phone number is registered to your neon account. And it must be activated with neon. You can make one claim a year, with a deductible per claim (85 CHF for damage and 150 CHF for theft). The insurance cover starts 30 days after you’ve received your neon metal card.

Simple: just complete our online claim form here.

There’s a three-year warranty extension for any electronic products you buy with your metal card. In other words, on the basis of your normal warranty of two years, your electrical and electronic devices have a total of five years of cover – thanks to neon metal.

The three-year warranty extension applies to grey, white and brown goods – never heard these terms before? Well, they refer to all the electronic devices you can no longer live without: your smartphone, your games consoles («grey goods»), your television («brown goods»), your washing machine and toaster («white goods») and much more. Your electronic goods need to be worth at least 50 CHF and the maximum benefit (i.e. the prices of all your grey, white and brown goods added together) is capped at 6'000 CHF per year. There are a few exceptions; for example, if you bought the products second-hand or if your device does not have a serial number (more details available here).

We’re working on digitising the whole process before this happens: after all, your additional three-year warranty doesn’t start until after the standard two-year warranty period has expired. You will certainly need copies of the following documents: the sales receipt, your neon metal Mastercard bill and the manufacturer’s warranty. You’ll have to give them to us along with the completed claim form and your contact details. We’ll keep you posted.

This insurance policy ensures that you get the best price, both online and in-store. Let’s say you’ve treated yourself to the latest iPhone, and you couldn’t be happier about it – but within 14 days, you see that another seller is offering it for 100 CHF less. No problem: the best price guarantee will give you back the difference in price!

To benefit from the best-price guarantee, the product needs to be worth at least 50 CHF and must be from a Swiss supplier (such as a shop, mail-order company or internet provider). The price difference between what you paid for your brand-new iPhone and the one you saw a week later needs to be at least 30 CHF.

It couldn’t be easier: complete this claim form, then send it to schaden_at_erv.ch. Send the following documents along with the claim form: the purchase receipt, a transaction receipt (in other words, a screenshot of your neon app) and evidence of the cheaper price (listing the lower price and the date of sale/issue).

This insurance refunds you for tickets you’ve bought if you can’t make the event due to illness, injury, damage at home, cancellation of public transport due to a technical fault, an accident, or the breakdown of a personal vehicle. The ticket insurance covers concert tickets, entry fees for race events and other events where you paid for at least 80% of the ticket with your metal card.

This is a breeze, too: report it by filling out this online form. And don’t forget to attach these documents: the booking confirmation/invoice for the ticket, a medical certificate (or other official proof) and a transaction receipt for the ticket you bought (i.e. a screenshot of your neon app).

Once you’ve spent a total of 500 CHF using your metal card, you’ll unlock the shopping package, which includes return protection, purchase insurance and online buyer protection.

Return protection refunds you the full price of your purchase if, say, you’ve bought a pair of trainers but don’t want them and the seller doesn’t want to take them back. Of course, the trainers need to be unworn and in absolutely pristine condition. Return protection applies to goods worth at least 60 CHF and if you’ve paid for at least 60% of the value with your metal card. The maximum protected amount is 1'000 CHF a year.

It covers «movable goods», so things like headphones, razors, clothes and household goods. Mobile phones, entry tickets and second-hand items are not protected.

You need to submit the following documents: this completed claim form, the transaction receipt for the goods bought (a screenshot from your neon app) and written confirmation from the retailer that shows the fact that your purchased goods weren’t accepted and why. You can either email this to info.ch_at_allianz.com or send a hard copy to: Allianz Assistance, Richtiplatz 1, Postfach, 8304 Wallisellen, Switzerland.

Once Allianz Assistance has checked the documents and determined that you’re entitled to return the goods, they’ll ask you to send the goods you’ve purchased to them within 30 days by registered post. Please keep the proof of postage so that you’ve got evidence in case the package doesn’t make it to Allianz Assistance.

Purchase protection covers you if, say, you buy a pair of trainers that are destroyed, damaged or stolen within 90 days of purchasing them. Purchase protection cover applies to goods worth at least 50 CHF and if you’ve paid for at least 60% of the value with your metal card. The maximum protected amount is 2,000 CHF a year.

Your purchase protection covers things like electronic devices, smartphones and household devices.

It couldn’t be easier: fill out this claim form and email it to info.ch_at_allianz.com or send a hard copy to the following address: Allianz Assistance, Richtiplatz 1, Postfach, 8304 Wallisellen, Switzerland. Send the following documents along with your claim form: the purchase receipt (the price and date of purchase must be visible) and a transaction receipt (i.e. a screenshot of your neon app). If the item has been damaged, send photos evidencing this too.

If your goods have been stolen, report this to the local police station within 48 hours of noticing the theft and send your police report along with the above documents.

Online buyer protection covers you if you buy a pair of trainers online but you get the wrong pair, a damaged pair or no trainers at all. Online buyer protection covers goods if you’ve paid for at least 60% of the value with your metal card; the maximum protected amount is 10'000 CHF a year.

As soon as you realise that your trainers are damaged (or that they haven’t arrived), call Allianz within 72 hours on the following number: +41 44 283 38 83. Then complete this claim form and email it to info.ch_at_allianz.com or send a hard copy to the following address: Allianz Assistance, Richtiplatz 1, Postfach, 8304 Wallisellen, Switzerland. Send the following documents along with your claim form: the purchase receipt (the price and date of purchase must be visible), a transaction receipt (i.e. a screenshot of your neon app) and proof that the goods were shipped (online shipping confirmation). If your goods were damaged, send photos evidencing this too.

In addition to you, people who live in the same household as you are covered by the online purchase protection. If you have underage children, they are also covered — even if they do not live in the same household as you.

Once you’ve spent a total of 5,000 CHF on your metal card, you’ll unlock the cyber package – including online legal and account protection.

Online legal protection covers you if you’re the victim of copyright infringement, an invasion of privacy or abusive computer crimes or online crimes. You’re covered for up to 20'000 CHF per year.

Important: report the incident immediately by phone at +41 44 283 38 83 to receive support and consent to any specific legal protection measures. Please do not commission any legal representatives or take any legal action without the agreement of the insurer.

If there are differences of opinion on the measures to be taken (such as if the insurer thinks an intervention would be futile), you are entitled to have the issue re-assessed by an independent mediator. You can request this after you have received a letter from the insurer stating the grounds.

In addition to you, people who live in the same household as you are covered by the online legal protection. If you have underage children, they are also covered — even if they do not live in the same household as you.

Online account protection offers cover for financial losses caused by the misuse of your accounts and cards, including mobile payment systems, up to a maximum of 20'000 CHF a year.

If you think someone might have access to your neon account or neon card, let us and the police know immediately and block the card in your app under «Profile», «Your card» and «Freeze Card». Then, ask us for a written declaration so you can be compensated for financial losses. If you want to make a claim, send this written declaration, the police report and account statements for the fraudulent charges (i.e. screenshots of your neon app).

Note: this online account protection doesn’t just apply to neon – it goes for your other accounts and cards too. If you want to make a claim, you need to do the same thing – but, of course, let the other bank know instead of us. :)

In addition to you, people who live in the same household as you are covered by the online account protection. If you have underage children, they are also covered — even if they do not live in the same household as you.

As soon as you’ve spent 15'000 CHF with your metal card, you’ll unlock the travel package, which provides health insurance abroad (including costs for search, rescue and transport services) and cancellation, flight delay and baggage insurance.

In addition to you, people who live in the same household as you are covered by the travel package. If you have underage children, they are also covered — even if they do not live in the same household as you.

If you fall ill or suffer an accident during your booked trip, for example if you break your arm when cycling in Rwanda, and you’re under 80 (sorry!), then this health insurance provides cover for a period of 90 days. ERV will cover up to 200'000 CHF a year for health insurance abroad (Switzerland is not included), provided that you’ve paid for 80% of your travel costs with your metal card.

Please note: the insurance applies in addition to Swiss social insurance (under the Swiss Health Insurance Act (HIA) and the Swiss Accident Insurance Act (AIA)) and takes into account any other additional insurance policies you might have. In other words, contact your health and accident insurance provider first, and if you’re not insured, this overseas health insurance will come into play.

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).

In the event of a serious accident – like if you break your arm when cycling in Rwanda – the costs of transporting you to the nearest hospital that’s capable of treating you will be covered. You’re also covered in the event of a serious illness or death. If necessary, you’re also insured in the event of a search and rescue operation if you’re classed as lost or need to be rescued. More info here.

The insurance will cover up to 100'000 CHF a year for transport costs and 100'000 CHF for search and rescue costs. Both apply worldwide if you have paid for at least 80% of your trip on your metal card. Please note: the insurance applies in addition to Swiss social insurance (under the Swiss Health Insurance Act (HIA) and the Swiss Accident Insurance Act (AIA)) and takes into account any other additional insurance policies you might have. In other words, contact your health and accident insurance provider first, and if you’re not insured, this overseas health insurance will come into play.

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.

Cancellation insurance protects you if you can’t make a booked flight or train due to illness, injury, pregnancy complications, death, strikes, unrest, major damage to your home, the cancellation of public transport or the theft of travel documents such as your passport or ID card. The insurance covers the actual cancellation costs and, in the event of a delayed start to your trip, it also covers the resulting additional costs. Your global cover amounts to 15'000 CHF a year, provided you have paid for 80% of your travel costs with your metal card.

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).

If you miss your connecting flight due to a delay of at least three hours and the first airline is the only entity at fault, the insurance covers the additional costs you incur for continuing your trip (after you’ve asserted claims against the airline), such as hotel costs, rebooking costs and telephone charges. Your cover applies globally (with the exception of Switzerland) and amounts to 1'000 CHF a year, if you’ve paid for 80% of the travel costs with your metal card.

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).

Your baggage is insured against theft, robbery, damage and loss during your trip. If your baggage arrives at your destination substantially delayed, we’ll cover the costs for the bare necessities that you need to buy (unfortunately, we don’t cover the costs of a new gravel bike if your own one arrives late for your cycling holiday!). You benefit from global cover of up to 2'000 CHF a year (except within Switzerland) if you paid for at least 80% of the cost with your metal card. More info here.

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.