Follow these steps if you have paid a private individual via TWINT but never received the goods.

  1. Contact the seller to find out whether the payment arrived and the goods have been shipped.
  2. Try to claim the amount back directly in TWINT from the seller if they do not contact you and you still have not received the goods.
  3. If you do not receive the amount back within a reasonable time, please contact the police, who can help you get your money back.
    Unfortunately, UBS and TWINT cannot help you, as we are only allowed to disclose sensitive information by order of the police.