TWINT

The short answer: to protect your accounts.

For most payments, logging into the TWINT App once with your password or biometric data will be enough. However, for security reasons additional authentication via the UBS Access App is required for certain payments.

To confirm payments using the Access App, you must store your payment methods in TWINT using your Digital Banking contract (Settings > Manage payment methods > Add/Update > with UBS Digital Banking contract) and activate the Access App. Without the Access App or a Digital Banking contract, you can only make payments within the defined limits. But with your Digital Banking contract and the Access App, you'll benefit from higher limits.
Important: For security reasons, you only have 30 seconds to confirm TWINT payments that require approval via the Access App.

Have you already installed the Access App?

Please ensure that the Digital Banking contract from which the payment methods are taken is activated in the Access App. To do this, open the Access App and go to “Settings.” Add the relevant Digital Banking contract under “Manage access authorizations.”

Do you use a credit card that was not issued by UBS?

In this case, you cannot make payments of more than CHF 500. For security reasons, the transaction limit at some retailers is CHF 500. Would you like to increase your limit? Find all the information you need here.

You don't yet have the Access App?

No problem. Download the Access App from the App Store or Google Play store here.

Please note: If you have several UBS Digital Banking contracts, you need to set up the Access App for the contract whose payment methods you want to use in UBS TWINT. Only then can you use the Access App to confirm TWINT payments.

You cannot confirm TWINT payments while the Access App is being updated. Please try again later. If the problem should occur again, please contact our Support team or send an email to sh-ubs-twint-app@ubs.com.

3-D Secure lets us check that you are the rightful owner of the card that you want to store as a payment method. This increases your security and protects you against fraud. During the process, CHF 0.10 is temporarily charged to your card but the amount is not actually debited.

The 3-D process is conducted by the individual card issuer and may differ depending on the card.

3-D Secure authentication is not necessary if you add your payment method directly via a UBS Digital Banking contract.

Yes, you can use UBS TWINT on multiple devices and change the device you’re using without having to register again. Just download the app onto the other device and log in with your existing account. UBS TWINT account details always remain the same (e.g., the mobile number you provided when you registered, the numeric code, and the debit and credit account).

UBS TWINT is now available internationally in iOS and Google Play stores.

Changing the country setting in the App Store*

Apple App Store    

1. Open the App Store and scroll down to “Sign In” on the “Features” page.
2. Confirm “Use Existing Apple ID” and enter your Apple ID and password.
3. Tap on your Apple ID and then on “View Apple ID” or “Display account.”
4. Go to “Country/Region” and select “Change Country or Region.”
5. Accept the Apple guidelines.
6. Select a payment method and enter your payment information / billing address.
7. Done!

Google Play Store

1. Open the Google Play Store.
2. Open the menu, and then select the "Account" tab followed by "Country and profiles.”
3. Tap on the country for which you want to add an account.
4. Follow the instructions on the screen to add a payment method for the selected country.
5. Done!

* Please note that items purchased in the store of the previous country will no longer appear in your “Purchase history” section. Our customer service team will be happy to answer any further questions you may have.

If your smartphone is lost or stolen, close your UBS TWINT account without delay. The passcode protection on the app is your first line of defense against misuse. Contact the UBS TWINT Hotline promptly to close your TWINT account. Be ready to provide information about your mobile number and payment method (UBS account, credit card or prepaid card).

To close or block your UBS TWINT account, contact our customer service team at 0848 000 376 . Please note that if you delete an account, all information saved in TWINT will be deleted, and open transactions will be canceled.

Registration with credit card as payment method

1. To register for the first time, select the “New user” field and make sure your smartphone is connected to the internet.
2. Enter your real first and last names.
3. Accept the terms of use to continue with the registration.
4. Enter your Swiss mobile number. Your activation code will be sent in a text message to this number. Make sure you enter all of the digits correctly (+41 7X XXX XX XX).
5. Enter the activation code contained in the text message.
6. Enter your credit account (the IBAN of a Swiss account) and confirm. Any money you receive via UBS TWINT will be credited to this account.
7. If you select a credit card or prepaid card as the method of payment, make sure that you’ve entered credit card details correctly including the full card number, expiry date and security code (on the reverse side of the credit card).
8. Create a six-digit numeric code (passcode) and memorize it. You’ll need this passcode every time you log in.
9. You’re good to go!
   

If you register with a credit card from another bank, you’ll also have to identify yourself with some form of official ID.

Registration with UBS account and UBS Credit Card as payment method (higher limit)

1. To register for the first time, select the “New user” field and make sure that your smartphone is connected to the internet.
2. Enter your Digital Banking contract number.
3. Select your UBS Credit Card as your method of payment so you benefit from KeyClub points; alternatively, you can select a UBS Bank Account.
4. Select your credit account for credit notes from UBS TWINT payments. Enter a user name. We recommend using your real first and last names.
5. Accept the terms of use to continue with the registration.
6. Enter your Swiss mobile number. Your activation code will be sent in a text message to this number. Make sure you enter all of the digits correctly (+41 7X XXX XX XX).
7. Enter the activation code contained in the text message.
8. Create a six-digit numeric code (passcode) and memorize it. You’ll need this passcode every time you log in.
9. You’re good to go!

Credit account*:

You need a Swiss personal account with UBS or another Swiss bank.

Payment method:

To transfer money using UBS TWINT, you must have a UBS Personal Account with a Digital Banking contract, a UBS Credit Card or Prepaid Card, or a card from another bank. Company accounts and company credit cards cannot be used as payment methods.

If you register a UBS Credit Card or Prepaid Card, or a UBS Personal Account with a Digital Banking contract as your method of payment, you’ll benefit from a higher sending and receiving limits. Additionally, you can earn KeyClub points when paying with your UBS Credit or Prepaid Card in stores and in online shops.

*Company accounts and accounts at very small banks that aren’t part of the Swiss Payment Infrastructure (SIC) are not supported.

Account information (IBAN) incorrect

Please make sure your account is a Swiss bank or post office account. You can correct the IBAN while registering. Simply go back one step (click in the top left on the “Back” button) and update your entry (enter a correct Swiss IBAN).

Account is already in use

Please check whether your IBAN has already been used to register another TWINT app and contact our customer service team at 0848 000 376.

No existing bank account

Unfortunately, if you don’t have a Swiss postal or banking account, you can’t use UBS TWINT.

Learn about our banking services packages – accounts and cards at a special price. If you select a UBS account as your method of payment, you’ll benefit from a higher transfer limit.

Invalid bank account details

Please check whether the IBAN you’ve registered is correct and meets the following criteria:

• Swiss bank account (no matter which bank)
• Swiss postal account
• Not yet registered with another TWINT app
  

Only UBS transaction accounts (personal account, personal* current account) with a Digital Banking contract can be used as a payment method for UBS TWINT. You’ll find your Digital Banking contract number in the contract that UBS gave you after you opened the Digital Banking account.

If you’re not yet using UBS Digital Banking, you can activate it free of charge and benefit from both the service and a higher transfer limit with UBS TWINT.

* Company accounts cannot be used as a method of payment.

Change payment method with Digital Banking contract

1. Open the menu in the top right and go to “Settings.”
2. “Change payment method” > “Add payment method.”
3. Click on “With Digital Banking contract”
4. Select the credit card that you want to renew as the payment method.

Change payment method without Digital Banking contract

1. Open the menu in the top right and go to “Settings.”
2. “Change payment method” > “Add payment method.”
3. Click on “Without Digital Banking contract”
4. Enter the corresponding credit card details.
   

Change the mobile phone number:

It isn’t currently possible to change the mobile number. The only way to change a mobile number is to delete the existing UBS TWINT account and register again.

Mobile number cannot be used:

Invalid number

UBS TWINT only accepts Swiss mobile numbers. The system checks whether the number is in the mobile number format: +41 7X XXX XX XX.

The number is already in use

Please check whether your mobile number is already registered with another TWINT app and call the UBS TWINT Hotline.

Wrong mobile number

The activation code is sent by text message to the mobile number that you used to register for UBS TWINT. Please check that you entered your Swiss mobile number correctly (+41 7X XXX XX XX). Simply go back one step by selecting the “Back” button in the top left and update your entry with the correct number. Please contact the support team if the problem persists.

No internet connection

You need to be connected to the internet to generate and send an activation code. Make sure that your smartphone is connected to the internet and request the activation code again. Please call our support hotline at 0848 000 376 if the problem persists.

No signal

Make sure that you have a strong enough signal (network operator) to be able to receive the text message. Please contact the support team at 0848 000 376 if the problem persists.

Receipt of the activation code blocked by iPhone settings

1. Go to "Settings" and tap on “Messages.”
2. Select the “Messages” menu item.
3. Make sure that the setting “Filter Unknown Senders” is not switched on.
4. Make sure that there are no senders under the “Blocked” menu item. This could prevent you from receiving the activation code.
   

Change passcode

1. Go to “Set new passcode.”
2. Enter the restoration code. This will have been sent by text message to the registered mobile number. Make sure that the code is entered correctly, and bear in mind that it can take a few minutes before you receive the text message with the code (depending on your internet connection).
3. Enter the last four digits of your credit account (IBAN) for verification and confirm your entry.
4. You can now enter a new passcode.
   

Passcode restoration blocked

UBS TWINT doesn’t allow you to independently reset an account that has been blocked against restoration. You have to close your account and register for a new one. Please call the UBS TWINT Hotline for assistance at 0848 000 376.

You can register multiple UBS accounts and UBS Credit Cards in UBS TWINT. Before confirming a payment via TWINT, you’ll then be able to choose an appropriate payment method.

Here’s how you add new payment methods:

1. Log in via the TWINT app
2. Go to "Menu” > “Settings” > “Change payment method”
3. Click on “Add payment method” and enter the number of your Digital Banking contract
4. After extra authentication, you can either add additional payment methods or immediately benefit from your newly acquired payment flexibility.

Note: To be able to change your payment method for payments under 40 Swiss francs, go to “Settings” > “Automatic payment approval” and deactivate this setting.

To raise your limit, you must have a UBS Digital Banking contract. You register directly via the UBS Access App. Here’s how it works:

1. Download the UBS Access App to your smartphone. Click here to download
2. Open the Access App and select “I only have a UBS Credit Card and want to use the Access App for online purchases” under the contract number entry field.
3. Follow the instructions until the Access App is activated.

This registration also registers your card for the free new 3-D Secure, so you can shop online securely. More about 3-D Secure.

As soon as the Access App is activated, you can store your credit card in UBS TWINT via the Access App and take advantage of the following benefits:

• add UBS payment methods directly from Digital Banking
• increase your spending limit from CHF 500 to CHF 5,000

You’ll also have access to useful information about your card in UBS E-Banking and the UBS Mobile Banking App.

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 (send):

• 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 receiving a payment from a person (receive):

• If the amount has not been received: check in your UBS TWINT App which credit account you have registered. If you see the transfer in the UBS TWINT App, then the money will be credited to this account. If you don’t see the transfer, it could be that the money went to another (old) TWINT account that you have used in the past. Connect to the TWINT App of your previous bank and check the credit account specified there. If you see the amount in your UBS TWINT App but not in your account, please contact our support team.

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.

Refunds are always credited to the credit account stored in the TWINT App (Settings > Manage credit account). This also applies to payments that were made with a credit or prepaid card stored in TWINT.

Making a beacon payment

1. Turn on Bluetooth to pay at the checkout (beacon)
2. If you’re on your home screen, you can touch the TWINT beacon with your smartphone to establish a connection.
3. By tapping “Pay now,” a stronger signal is emitted with a range of one meter, allowing you to connect from further away.
4. If this doesn’t work, the next screen gives you the option to hold your smartphone directly to the beacon or to amplify the signal again by tapping “Make payment.”
5. After the connection has been established, the merchant’s data and the amount are uploaded; you can then pay with “Slide to pay.”

Special instructions for Android (version 6 or later)

• Android 6 and later: Besides activating Bluetooth, you must also switch on your location service. You can find this in your settings or simply by pulling down the top menu. In addition, you must allow the UBS TWINT app to access your location so that a connection can be established with the beacon. When you click on “Pay now” or “Make payment,” a pop-up window will appear, asking you to allow UBS TWINT to access your location. If this window doesn’t appear, follow the menu path below to share your location with UBS TWINT: “Settings” -> “Select apps” -> “Select UBS TWINT” -> “Select permissions” -> “Set location access to ‘on’.”
• The following error will occur for all versions if: 
  • The Android user doesn’t allow UBS TWINT to access their location when the app is started (Bluetooth is turned off).
  • The user wants to pay at the beacon but refuses to allow access to their location.
  • The user accesses the “Activate Bluetooth” screen and turns Bluetooth on –> The screen doesn’t disappear as it should.
• Solution: Allow the app to access your location, as described above; then you can pay at the beacon.
  

1. Open the Migros app and tap on “Wallet”
2. Show the indicated Cumulus QR code at the checkout or scan the Cumulus QR code yourself at the self-service checkout
3. Select “Mobile payment” and enter your code or verify yourself via Touch ID, Face ID, fingerprint recognition or other biometric authentication method.
4. Select “TWINT” and show the displayed payment code at the checkout or scan the code yourself at the self-service checkout

You can pay for parking with the TWINT app in selected parking lots. It works with all designated parking meters – look for the TWINT sticker (or Parkingpay QR code in Zurich).

Note: This function isn’t available for parking garages or parking lots with a centralized, automated pay station.

1. Use the UBS TWINT app to scan the QR code on the parking meter. You must register your license plate number in the app the first time you use it.
2. Select in the TWINT app how long you’ll be parking, and confirm payment with a tap in the center of the circle.
3. Paid parking time can be canceled early at any time in the app. And best of all: The excess amount is refunded to you directly via the TWINT app.

Find an overview of participating locations here: https://www.twint.ch/parking/. Find further answers about parking here: FAQ TWINT parking

Sending money:

Although it’s possible to send money to friends who don’t have UBS TWINT, they’ll have to register before the money can be credited to their accounts. After entering the desired amount and an optional message, you can send the person a text message inviting them to use the app. The pending payment is automatically canceled if the recipient doesn’t register within four days.

Requesting money:

Yes, you can request money from friends who don’t have UBS TWINT. After entering the desired amount and an optional message, you can send the person a text message inviting them to use the app. The pending request is automatically canceled if the other person doesn’t register within seven days.

Contacts not displayed

This problem occurs if you’ve not given UBS TWINT access to your contacts. To allow access, you need to give UBS TWINT access to your contacts in the device settings for applications.

The data will of course be treated as confidential.

Invalid number

UBS TWINT only accepts recipients with a valid Swiss mobile number in the format: +41 7X XXX XX XX.

If you’ve requested money from someone by accident, the other person can reject the request.

If you’ve received the wrong amount, you can simply send the money back. This is easy to do using the “Send” button.

For reasons of security, the following limits have been set:

Limit on amounts sent:

• charged to a UBS account: CHF 5,000 (rolling, last 30 days)
• charged to a UBS Credit or Prepaid Card with authentication via Access App / Access Card Reader: CHF 5,000 (rolling, last 30 days)
• charged to a UBS Credit or Prepaid Card without authentication via Access App / Access Card Reader: CHF 500 (rolling, last 30 days)
• charged to a credit or prepaid card from a third-party provider: CHF 500 (rolling, last 30 days) and CHF 5,000 (rolling, past year) after successful identification, previously CHF 0

Note: You can send a maximum of CHF 3,000 in one payment to a private individual.

Limit on amounts received

• charged to a UBS account or a UBS Credit or Prepaid Card: CHF 4,000 (rolling, last 30 days)
• charged to a credit or prepaid card from a third-party provider: CHF 1000 (rolling, last 30 days) or CHF 5,000 (rolling, past year) after successful identification, previously CHF 0

How do I raise my limit?

UBS TWINT users who’ve set a UBS Credit Card as their payment method can be given a higher limit of CHF 4,000 on amounts received.

UBS TWINT users who use a UBS account with a Digital Banking contract as their payment method can continue to benefit from the higher limit of CHF 5,000 on amounts sent.

Problem with your debit account

The problem may be with your debit account. The following problems may occur in this instance:

Credit or prepaid card

The credit card has expired. If the expiry date is still in the future (at least one month), please contact the UBS TWINT support team at 0848 000 376 to clarify the situation.

A UBS account

• UBS account has been deleted
• UBS Digital Banking hasn’t been activated
• UBS account has been blocked
  

Balance too low

Check whether the balance of your debit account is too low to make the payment.

Make sure that there’s enough money in your UBS account or on your prepaid card, and check whether you’ve reached the limit on your credit card. Try again.

The recipient has blocked you

The recipient can block you if they use a TWINT app that isn’t UBS TWINT. You cannot transfer money to users who’ve blocked you. The best course of action is to contact the recipient directly so that they can unblock you. UBS TWINT doesn’t allow you to block other users.

Recipient account blocked

You cannot transfer money to users whose UBS TWINT accounts have been blocked. Only the recipient can reactivate their UBS TWINT account. The pending payment is automatically canceled if the recipient doesn’t register within four days.

Recipient not registered

If the recipient hasn’t yet registered for TWINT, you can send them an invitation to use the app via text message. The pending payment is automatically canceled if the recipient doesn’t register within seven days.

A payment that has already been executed cannot be canceled. If you send someone money by accident or transfer the wrong amount, you can request the money back from the recipient. This is easy to do using the “Request” button.

If the payment is still pending because the recipient hasn’t yet registered with TWINT, you can easily cancel the payment. To do this, simply open the activity list and tap the pending payment that you want to cancel. Tap on “Cancel” to cancel the payment.

The time it takes for the money to be credited to your account depends on the recipient account you’ve specified:

• If the recipient account is a UBS account with Digital Banking contract, the money is credited immediately on workdays.
• In all other cases, the transfer will be made on the following day (as it is when making payments using E-Banking).
• Upgrade now, and benefit as a UBS client with a Digital Banking contract from higher transfer limits and real-time transfers.
  

Text messages for marketing purposes can be deactivated by sending STOP TWINT to the number 5555.

From the app:

1. In the menu, click on “Customer loyalty cards.”
2. Select “Add” and then the Coop Supercard.
3. Enter the e-mail address linked to your Supercard ID and your password.
4. If you don’t remember your password, select the info symbol and go to “Forgotten password?” on the Coop website.
   

1. Open the Migros app and tap on “Wallet”
2. Select “Mobile payment”
3. Define a code
4. Tap “Add a payment method,” select “TWINT” and tap “Next”
5. Select “UBS TWINT,” log in to UBS TWINT and tap “Register” — done!

Push notifications require an internet connection, i.e., you need to be connected to Wi-Fi or a broadband network (3G, 4G, 5G or LTE). In addition, there are marked differences between many Android operating systems: whereas some devices automatically suppress push notifications, others allow them from apps by default. Some Android devices block push notifications when in power-saving mode. The following options should help you remove this block:

1. Go to the settings on your device. Next, go to “Optimization settings” (these are device-specific and may also be called auto-launch, auto-start, app auto-start, start-up manager, auto-start manager, app optimization, protected apps or background app management). Remove the UBS TWINT app from the list of optimized apps. Allow the UBS TWINT app to override the operating system optimization by including the UBS TWINT app on the list of protected apps.
2. Go to the settings on your device and allow notifications in the UBS TWINT app notification manager. In addition, make sure “Priority display” is activated for the UBS TWINT app. 
3. Go to the settings on your device. Next, go to the app settings and select the UBS TWINT app. Allow the UBS TWINT app to run even when the screen is off.
4. Go to your device settings and add the UBS TWINT app to the list of protected apps in the Battery Manager.

Note: The exact steps will vary according to your device. We recommend you use this information as a starting point.