Frequently asked questions

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What should I do if I see a card payment I don’t recognise?

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.

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