FAQs

Here you will find answers to frequently asked questions on various topics. Can’t see your question here? Then please contact your personal Customer Support Officer or the Contact Center.

Tel.

Calls within Switzerland: 0848 888 710 (max. CHF 0.08/min. in Switzerland)
Calls from abroad: +41 58 667 99 85 (charged at the provider's international rate)

Opening hours

Monday to Friday: 8 a.m. to 8 p.m.
Saturday: 8 a.m. to 5 p.m.

    • PostFinance gives security top priority for online financial transactions. E-finance uses a multi-level security system which effectively blocks attempts at fraud. The identification procedures ensure that only authorized people can access e-finance. All login data entered are protected with strong encryption. Finally, automatic transaction monitoring ensures that there is additional security against fraudulent actions. The system recognizes suspicious transactions and blocks them, if necessary.
    • PostFinance protects access to e-finance and all PostFinance websites with strong encryption. You can recognize the secure connection to our servers from the https address, the lock icon, and the identity of the connection partner. On the PostFinance site, “PostFinance AG” is displayed when you click on the lock icon.
    • Our security system is structured in such a way that security is not compromised if the connection is interrupted during a transaction. Log in to e-finance again and check whether the transaction is listed with your other outstanding orders. If not, enter your order again.
    • At the top of the e-finance session window, you’ll see a black bar. If your name is displayed in the right-hand section of the bar, you are still logged in. Use the logout button on the far right to sign out.
    • No. Prevent third parties from gaining access to your security details. Never store your security details on your PC, smartphone, or anywhere else.
    • Your connection to e-finance is also safely encrypted when you are connected via a wireless network. However, to prevent attacks you should also encrypt the WiFi with WPA2 or WPA3 and choose a network name that does not allow your identity to be inferred. Avoid hotspots or public WiFi when using e-finance.
    • Do not open any other websites during your e-finance session.
    • For your own safety you should not use any online services – neither e-mail nor banking – while your computer is infected with a Trojan horse, a virus, or other malware. Keep calm, disconnect from the Internet, check the last data backup, and contact a specialist.
    • You should always leave your e-finance session using the “Logout” option.
    • If it’s no longer possible to log in (e.g. forgotten password), please get in touch with our Contact Center, and we will be happy to help you.
    • PostFinance Cards are equipped with a microprocessor chip which complies with the global EMV standard. This stands for security in payment cards. The technology used in EMV chips provides effective protection against copying and tampering. PostFinance also protects your PIN with an effective security procedure and transmits all payment data securely. All PostFinance’s computer networks are equipped with an effective firewall that constantly monitors data traffic. PostFinance also monitors defined card transactions for unauthorized withdrawals, and in suspicious cases, contacts the customer concerned.
    • No, do not write down the PIN – especially not on the card – and never keep it in your purse or wallet with the card. Keep your PIN secret, and cover the keypad when entering your PIN.
    • If you are unsure, cancel the transaction immediately using the Stop button.
    • Yes. Payments using the contactless function are secure. The card stays in your hand throughout the entire payment process, and data transmission from the card chip to the card reader is only possible when the card is held close to the reader. In addition, the card’s security chip generates a unique code for each transaction. Attempts to reuse the code or to use invalid codes will be detected immediately. For sums exceeding CHF 40, you will also need to enter your PIN.
    • Activate geoblocking for your PostFinance Card. This limits cash withdrawals abroad.
    • If your card is lost, stolen or withheld by an ATM, or if you suspect it is being misused, have it blocked it immediately. As an e-finance customer, you can block and unblock your card free of charge in e-finance.
    • Check your account statements regularly and contact us immediately if you notice any irregularities.
    • If you already assign the shop trustworthy status. Always ensure there’s a secure connection (https, lock icon, certificate owner). See if the shop has a quality label – and check its authenticity – and read the reviews for the shop. Tip: don’t be tempted by unbelievably low-priced offers. Such offers usually involve a catch.
    • Do not pay the invoice under any circumstances. Contact the shop, because you have probably been the victim of fraud. It is also their responsibility to trace the cause of the Internet fraud. If necessary, file a complaint with the police.
    • If possible, pay with buyer protection so you can claim your money back if the goods don’t turn up, and have your order sent to a secure address so the package can’t be stolen. We also recommend keeping records of all order and payment details and checking account activity regularly.
    • In a trusted store, all payment methods are usually secure. You will find the security standard for PostFinance payment methods (e-finance and cards) under the respective topic areas.
    • PostFinance signs all its outgoing e-mails with a digital signature. This confirms that the e-mail was sent by PostFinance and has not been modified since being sent. Most e-mail programs, such as Outlook, Windows Mail, Thunderbird, Mail.app, support digital signatures and depict them with a seal, sealed envelope, or a tick. You can obtain more information by clicking on the symbol.
    • In this case, please get in touch with our Contact Center.
    • No, on no account! PostFinance will never ask you to log in via e-mail, and will not ask you for your security details. If you receive an e-mail asking you to log in, disclose personal data, or to open an attachment, it is probably an attempt at fraud. Do not click on any links or open any attachments, and delete the suspicious message. Please call our Contact Center immediately if you have disclosed data or opened a suspicious attachment.
    • E-mails from fraudsters often come in the form of invoices, prize notifications, or romantic messages. It’s best to remain highly sceptical. Whereas in the past e-mails from fraudsters could be spotted quite quickly (poor English, distorted logo, etc.), they can now look deceptively real. Therefore always check the sender. If in doubt, do not click on links or open attachments. All e-mails from PostFinance have a digital signature. And very important: never pass on login details and passwords.