What can I do if my card reader or Access Card is defective or blocked?

Please choose from the following topics so we can restore your access to Digital Banking as soon as possible.

Log in without card reader / Access Card

Log in to Digital Banking conveniently and securely without a card reader or Access Card using the Access App.

If the battery of your card reader is dead, you can replace it with a commercial coin-cell battery (CR 2025). Ensure that that your card reader uses this specific type of battery, as some card readers still use other battery types.

If the card reader still doesn't work, you can order a new one.

If your Access Card Display shows the message ERROR-LEVEL-1 or BATTERY LOW, you’ll need a new Access Card and a new PIN.

If you forget the PIN for your Access Card, you'll need a new card. For security reasons, it isn't possible to unblock the Access Card.

The message "Card blocked" may be displayed, even though the card is not blocked. This is due to a technical problem when using the new white Access Card with the black card reader.

The new white Access Card requires a PIN code with 6 or more digits. Try to change the PIN code using the menu key.

If the white Access Card is genuinely blocked / defective or you’ve lost it, order a new card with a new PIN.

If you’ve lost your Access Card or if it’s defective or blocked, you'll need a new card with a new PIN.

How to dispose of your device properly

Card reader

Disposal at official disposal points in Switzerland (e.g. electronics shops).

Access Key / Access Card

Return to a UBS branch or send back to the address below. Please do not cut the Access Card, as it contains a battery.

Return address

CH-8098 Zurich