In order to identify the cause of any errors as quickly as possible, there are two possible solutions, depending on the type of payment:
When making a payment to a person:
- If the amount you have sent does not arrive: contact the recipient of the money directly and ask whether their TWINT account is still active under the number used. Perhaps they once had a TWINT account with another bank or with Prepaid TWINT, which still functions as the default receiving account. It may be that this was years ago and the app has already been deleted. However, this does not mean that the TWINT account itself has been deleted. You should therefore ask the recipient to download the TWINT App again and log in to check whether the amount has been credited to this account.
- If you have transferred money to the wrong number: try to contact the person who is using this number. The best thing to do is to ask for the money back. If the person does not return the money, please report this to the police. They can find out who is registered under the number and help you get your money back. UBS and the TWINT network can only provide information at the request of the police (banking secrecy).
When making a payment in store or in an online shop:
- Contact the store or online shop directly and ask for a cash flow check. The shop owners can usually help you directly and trigger a refund via TWINT. If these measures are unsuccessful, please contact our support team and call the UBS TWINT hotline. However, we can only help you indirectly by sending an inquiry to the merchant via TWINT AG. Unfortunately, it may take a few weeks before a decision is reached.
Our customer service will be happy to help if you have any further questions.
