Frequently asked questions

For a few transactions, you may not receive a push notification and see the transaction in the app a few days later when it has actually been booked on your card. Therefore, your card balance (which is always up to date) could be lower than what you see in the app. We are working on an optimization so that this no longer happens in the future.

Yes, the tax statement for the tax return (main account and Spaces) will be available in the app from the end of January (free PDF).

For invest users, we will make the tax statement (main account, Spaces and invest) available in eTax format from the end of February.

Whether digital or printed, you can submit your documents easily and conveniently with our tax certificates.

Wherever you want. With neon, you're free. You don't have to go looking for a specific ATM. Also, the first two withdrawals per month in Switzerland (in CHF) are free. After that they're 2 CHF. Cash withdrawals with Sonect are always free. Likewise in the Lidl shops. Abroad the fee is 1.5% on the withdrawn amount. Want to know all about our pricing? Check out our detailed list.

The first two withdrawals per month in Switzerland (in CHF) are free. After that they're 2 CHF. Cash withdrawals with Sonect are always free. Abroad the fee is 1.5% on the withdrawn amount. Want to know all about our pricing? Check out our detailed list.

Abroad the fee is 1.5% on the withdrawn amount. Many banks include a surcharge of 2-3% on the interbank exchange rate but don't really tell you about that. neon is about transparency and fair pricing. There's no markup, just the 1.5% fee, no matter whether you withdraw CHF or local currency. (However, to avoid other fees, we always recommend withdrawing in the local currency. Read more in our blog.)

When you open an account with neon, we will automatically send you your neon Debit Mastercard. The card costs 20 CHF. It should be with you about one or two weeks after you've opened your account. Lost your card? Block your card yourself in the app by clicking on «Profile», then «Your card» and «Freeze card». Or by calling this card emergency number +41 (0) 43 508 03 19.

You can now see your new card PIN in the neon app, in «Profile», «Your card» and «Show card PIN». You can change your PIN at any Swiss ATM.

Mastercard, the new card processor for the neon card, works internationally for numerous banks and millions of users. Internationally, almost all countries use no more than 4 digits for the PIN. Switzerland is an exception. Our new card processor is a subsidiary of Mastercard and works internationally for many major banks.

Therefore, the configuration of our card processor is also set to 4 digits. Since 4 digits are the international standard, we unfortunately cannot offer more than 4 digits.

We fulfil 100% of Mastercard's security requirements. Security is also guaranteed with a simpler 4-digit PIN and ultimately any potential damage is covered by Mastercard. In practice, the advantages of the internationally standardised PIN outweigh the theoretically higher security of a PIN with a higher number of digits. Further information on security:

Experience shows that 6-digit PINs hardly offer higher security, as simpler combinations are usually chosen.

The proportion of credit cards that are physically stolen and used with a PIN is extremely low. Fraud on online sites or by stealing account and card data is proportionally much more frequent.

For increased security, you can temporarily block the card yourself at any time in the app (under «Profile» and «Your card») and unblock it again for a payment.

Wherever Mastercards are accepted. That means at all ATMs and many shops and restaurants worldwide – and as of January 2020 without exchange rate spread. There are very few merchants that can not yet accept our card. These are isolated cases. Did your neon Mastercard unexpectedly not work but another one of your cards did? Please tell us – if you have a confirmation slip and can attach it, that's even better. That way, we can figure out what went wrong.

No recurring fees and blocking it is free, too. The card costs 20 CHF. A replacement card costs 20 CHF. For all our prices, check out our detailed list.

As long as you fulfil the requirements, all you need to do is download the app in the Apple Store, Google Play Store or Huawei AppGallery. Take your smartphone, passport or ID (and your foreigner's permit B/C) and sit for about 10 minutes in a quiet corner with a good internet connection and follow the in-app instructions. In these 10 minutes you'll enter your personal info, confirm them via (free) video call or via Photo-ID and set your login code. Done, we'll take care of the rest! Details on identification here.

Yes, if you already use neon it’s a breeze—just 2 minutes, tops! We’ve streamlined the process so you can skip the paperwork. Open the neon app, tap «Add money» under your main account, then hit «Add your salary». Enter your employer's info, and voilà! You’ll get a ready-to-go PDF that you can email or hand to your employer. Making it effortless to switch your salary over to neon

The Swiss Financial Market Supervisory Authority (FINMA) defines certain conditions to prevent money laundering and fraud that apply to all Swiss banks. One of these is that the bank has to verify your identity before opening your account. You do this by confirming your personal info via video call or via Photo-ID. neon needs your data to offer you the neon services like analyses and to make your everyday finances easier. neon does not forward or sell your private information to anyone unless you've explicitly agreed to that or we're bound by the law to do so. You can read about all that in detail in our Privacy Policy for the neon app.

Once you have completed the video call or Photo-ID, the contract number will be sent to you within 1-2 working days.  Why? We check your data before opening your account.

If you entered a voucher code we'll transfer your starting credit to you after you've topped up your account. Normally, it'll be in your account within 5 to 7 working days after we've opened your account. If not, please send us an email.

At the moment our partner in identity verification is not able to identify all documents from all countries according to FINMA-standards. Here you'll find a list of all the documents we are able to verify. We currently have no alternative of opening an account for you.

Could be for a number of reasons. Best to just shoot us a message and we will put our best investigators on it.

We’re very sorry to hear that, but we want to make things easy for you. If you’re certain that you want to close your account, first transfer the remaining sum from your neon account to an account with another bank. As soon as your balance with neon reaches 0 CHF, you can close your account yourself in the app. To do so, go to «Profile», «Accounts» and «Close account». You will receive a confirmation by e-mail and SMS that we have received the request. And an email as soon as the cancellation has been processed. Please note that you cannot reactivate your account nor open a new account with us. Your neon Mastercard will stop working immediately and all open future payments, standing orders, eBills, and direct debits will no longer be executed.

Ayayay. It's a bit difficult to tell from over here, but get in touch and we will find the reason. Open the app, click on «Profile», then «Contact us». You can either call us or send us a message and we'll call you back. Please do not send us sensitive information (account balance, transactions, etc.) via email.

If the payment is still in future payments, you can easily delete it. To do so, you have to go to the «Home» tab and click on «Future payments». Then, simply swipe the corresponding payment to the left to delete it. Otherwise, contact us: Open the app, click on «Profile» and on «Contact neon». Choose your preferred method of communication. Please do not send us sensitive information (account balance, transactions, etc.) via email.

Pay once in the traditional way (insert card) and enter your PIN and then try it again contactless. No success? Then change the PIN at the ATM and try again. If it still does not work, please contact us and we will send you a replacement card free of charge.

Contact us. Open the app, click on «Profile», then «Contact us». Choose your preferred method of communication. Please do not send us sensitive information (account balance, transactions, etc.) via email.

Sucks. But don't fret. Block your card yourself in the app by clicking on «Profile», then «Your card» and «Freeze card». Or by calling this card emergency number +41 (0) 43 508 03 19.

You went swimming with it and the rice trick didn't work? Get yourself a new phone, download the app, activate your phone and account by ordering a new device activation code in «Profile», «Security» and «Generate activation code», and carry on banking. Thanks to the separate login code and transaction PIN it's pretty much impossible that someone can access your info or money. But, if you prefer, we can of course lock your account temporarily until you have the new phone. To do so, send us a quick message. Please do not send us sensitive information (account balance, transactions, etc.) via email.

You've tried deleting and reinstalling the app and it still doesn't work? Tell us.

Open the app. On the login screen, underneath the numeric keypad, directly under the zero, click on «Troubles with your login?» and follow the instructions.

Go to «Profile», «Security» and select «Reset transaction PIN». To reset your transaction PIN, your device must be deactivated. You can confirm this via the button, check your address and then a new activation code will be sent to you by post. This usually takes 3-4 days. If it is urgent, please call us and we will give you a new activation code.

You can see your card PIN under «Profile», then «Your card». If you don't see it there or want to change your card PIN, you can also order a new one from that same page in the app and it'll be sent to you by post.

1. I still know my PIN: No problem, we’ve got you! Go to your home screen, click on «Card» and then «Security». There you can reset your card PIN attempts. 

2. I don't remember it anymore: No problem - you can check your card PIN in the app under «Profile», then «Your card».

You can change it by going to «Profile», «Security», and clicking on «Change transaction PIN». You will then be asked to enter your existing transaction PIN before you can set a new one. 

Your money is as safe as with any other account. Your account is managed by Hypothekarbank Lenzburg and subject to Swiss law, regulated by the FINMA and has deposit insurance (up to 100'000 CHF per personal account including Spaces and per joint account) - just like any other bank account.

Additionally, we've added safety measures to protect your money. We use proven and tested two-factor authentication. As a result, you can only make payments from your own phone. But ask not what neon can do to protect your money but what you can do - choose your codes wisely. And put a passcode on your phone.

We're not planning on it, but it wouldn't really make a difference for you. Because your account is managed by Hypothekarbank Lenzburg (and not by neon), your money will always remain untouched. And your account is protected by Swiss deposit insurance up to 100'000 CHF per personal account (neon free, neon metal, neon green) including Spaces and per joint account (neon duo) – just like any other Swiss bank account.

• Login code: the login code is a 6-digit code that you can set yourself when opening an account. You need him to log into your app.


• Contract number: your contract number is the same as your account number. It will be sent to you by mail 1-2 working days after the account opening. The number has 6 digits and you need it to log in to your app (now you can also do this with your email address). Did you know? The contract number is also part of your IBAN: it follows directly on the 7000.


• Activation code: you don't usually need that. However, if you want to change your phone. install the neon app on an additional device or if you uninstalled the app, you will need to re-enable this device for payments for security reasons. You can order a new activation code directly in the app under «Profile», «Security» and «Generate activation code». We'll mail it to you. For security reasons, the code is only valid once and for a maximum of 30 days.


• Transaction PIN: the transaction PIN is the second authentication factor next to your login code. You need it to make transactions from the app. You can define the 4-digit PIN yourself after activating the device.


• Card PIN: as the name implies, the card PIN belongs to your neon Mastercard. 

neon wants to bring you the fastest and cheapest account app for your everyday banking, independent of existing banks. With neon, you're completely mobile as you can access your money from anywhere. With an intuitive app and fairer prices. Always confident that your money is safe. Behind the curtain, neon is four founders with a total of over 50 years experience in the banking sector, supported by a strong team with a big vision. They built the app they've been sorely missing.

Surprisingly little. Your account does not carry a base fee. The card itself costs 20 CHF. How can we offer that, you ask? Well, not being a bank also means we don't have any offices, not many employees and most of all no bonuses. And we're not reinventing the wheel. Instead, we focus on what we do well: an intuitive app and products that make sense. For the rest, we work with selected and respected partners. That way, our costs remain low and our quality high and we pass all of that on to you.

No, because neon is not a bank. The account is managed by Hypothekarbank Lenzburg, which has a banking licence. That, of course, also means that your money is safely protected by deposit insurance (up to CHF 100'000 per personal account including Spaces and per joint account).

It's actually quite simple. Strictly speaking it's not neon that offers you the account. Your account is managed by Hypothekarbank Lenzburg, which has a banking licence. That, of course, means that your money is safely protected by deposit insurance (up to 100'000 CHF per personal account including Spaces and per joint account).

Open your neon app, go to the «Payments» tab and tap on «Add new payment». There you can choose between scanning or uploading a QR bill or between making a domestic or an international payment.

Go to the «Payments» tab and click on «New payment». Then select either «Scan QR bill» or «Upload QR bill» to pay the QR bill.

Yes. You can transfer money to 40 currency zones, and with no exchange rate surcharges. The exchange is always made using the mean exchange rate, so all that’s left for you is a dynamic service fee to cover the cost of carriying out your transfer and the cost on neon's side for providing you with the convenient implementation of the Wise feature in the app. The service fee is transparently displayed throughout the entire transaction – both before and after you make your transfer.

We use the Mastercard reference rate. Let’s assume it's Wednesday and you pay for a coffee and a croissant abroad with your neon card, you will be charged the exchange rate from Tuesday. In other words, the exchange rate from the day before your card payment is applied. So far, so good.

Now it gets a bit more complicated: Mastercard is an international company, so the different time zones play a role. If you order something totally necessary from a foreign online shop late at night at 11pm, the exchange rate from the same day can be applied due to the time difference. As mentioned, the reason for this is that Mastercard refers to a different time zone in its accounting. In short, depending on the time of day, you will be charged the exchange rate of the same day or the previous day.

Of course, with the neon Mastercard you can pay wherever they take Mastercard. Just use the card number, your validation code (CCV) and the expiry date. Happy shopping!

Yes. Either invite them to neon, ensure that you and your friends all allow neon access to your respective phonebooks and transfer money with just a few clicks. By the way: Payments from one neon account to another neon account are executed immediately (instant payment). Or use TWINT.

Open the app, now you can see your future payments. Tap the arrow on the right to open the box completely and see all future payments. 

By the way, if you find a mistake, you can now simply swipe left to delete future payments.

Transfers within Switzerland are free of charge. In our 20 international currency zones (incl. EUR), you only pay a small service fee, which is dynamically calculated depending on the transfer amount and the target currency. And for each transfer, you get to use the mean exchange rate – with no exchange rate surcharge – which means you can save up to 5%. Find out more here.

Yes, you use the TWINT Prepaid app. To sync, open the TWINT Prepaid app, click on «Register», enter your contact details and take a photo of your ID. In the menu, go to «Top up credit», then «Bank account» and choose Hypothekarbank Lenzburg. You'll be asked to take a photo of your neon card and enter your IBAN. After verification, the bank will authorise the connection between neon and TWINT, which usually takes 1-2 working days. TWINT Prepaid is a prepaid service, so you'll have to move money from neon over to TWINT before you can start using TWINT to make payments – top-ups of up to 200 CHF are available immediately.

Whether you're tall or short, old or young, have a lot of money or are always skint, whether you prefer tea or coffee, are a cat or dog person - we couldn't care less. All you need is to be over 15, a Swiss domicile, be a resident for tax purposes exclusively in Switzerland and a valid identity document from one of these countries (in combination with a B/C foreigner's permit).

In principle, yes. With your contract number and login code you can log in to your neon account on any device on which the neon app is installed. In order to make payments, however, you'll have to activate the «new» device. To do so, you can create an activation code on the device on which your neon account is already active (i.e. your «old» device) by going to «Profile», clicking on «Security», and «Generate activation code». Then, enter this activation code in the neon app on your «new» device in the «Profile» tab under «Activate device».

Ask the invoice issuer for a direct debit (LSV) form. Fill it in with your details and send the physical form to Hypothekarbank Lenzburg, neon, Bahnhofstrasse 2, 5600 Lenzburg by mail. Then we'll set it up for you. Please note that direct debit procedures can only be set up for invoices from Swiss issuers and that we cannot process direct debit forms via email. Do you have any questions about the form? Just send us a scan or a photo and we will try to answer your question.

The current daily transaction limit is 50'000 CHF.

With your card, you can withdraw up to 2'000 CHF cash per day, spend 5'000 CHF online and another 5'000 CHF in stores every day but your monthly max limit is 10'000 CHF. If you exceptionally need more, write us and we'll have a look at it.

Want to check where you’re at with your card limits? Head to your home screen in the app, click on «Card» and then «Limits». You’ll see the status of your daily and monthly card limits as well as how many cash withdrawals you’ve used so far.

Activate your card in the app by clicking on «Profile» and «Activate card».

When you confirm a payment with the card, the merchant creates a «reservation» for it on the card. This reservation is visible in the app with a small clock. As soon as the merchant wants to debit the amount (usually within 2-3 days), this is then displayed in the app as a booked payment. According to Mastercard rules, a merchant has between 7 and 31 days to effectively debit a reservation to the account.

Yes! Go to «Profile», then «eBill» to set them up. Already connected your eBill to another account? No worries. Just connect your existing eBill account with your neon.

The first thing you should do is block your card immediately: do it yourself in the app under «Profile», «Your card & PIN» and «Block card». Or block it via our 24-hour card emergency number (+41 (0)43 508 03 19).

Write to us afterwards so that we can look at the case together and discuss the next steps. To ensure that the case is handled as smoothly as possible, please proceed as follows: «Standard procedure for card fraud». 

In an emergency, you can send us a card blocking request by e-mail (service_at_neon-free.ch). Please note: We cannot guarantee fast blocking at all times.

Is your case a case of card fraud or a complaint - i.e. a charge that you do not agree with? Find out more here.

All credit card transactions are transmitted via Mastercard and forwarded to our partner bank Hypothekarbank Lenzburg for settlement. Once the amount has been credited to your neon account, you as the account holder have the option to dispute transactions with us within 30 days.

Do you disagree with a card charge and want to dispute it? We recommend that you first contact the merchant concerned directly and request a refund.

If you are unsuccessful with your request for a refund, we may be able to help you. To do this, we would start a so-called charge-back process with our partner bank via Mastercard and try to reclaim the payment. To do this, send us an email to service_at_neon-free.ch and let us know which payment is involved and why you want to reclaim it.

If it is «only» a charge (complaint) and not fraud, it is generally not necessary to block the old card and send a new one.

The neon Mastercard is available for Apple Pay, Google Pay, Samsung Pay, Garmin Pay, SwatchPAY! and Fidesmo Pay. To find out how to connect your neon Mastercard to the various mobile payment providers, click here.

Information for SwatchPAY! users: Please note that the SwatchPAY! app had a technical update on April 29, 2024. The update is complete. You had to reactivate your SwatchPAY! watch to continue paying with it. You have been informed by Swatch via email.

Two Mastercards are not possible currently. But we know you'd really love that option, so we're working on figuring out a way to make it happen. We'll let you know as soon as anything changes.

In Switzerland, you can withdraw EUR with the neon card at Postomats and many ATMs. Please note that there is a fee of 5 CHF per withdrawal.

With your neon card, you can withdraw up to 2’000 CHF (or the equivalent in EUR) per day from an ATM. Please note, however, that certain ATMs have their own limit for cash withdrawals, which in most cases is lower than our limit of 2’000 CHF. Accordingly, you may have to make several withdrawals (possibly at different ATMs) for larger amounts, which could result in the fees being incurred several times.

Yes and no. There is no direct way to deposit cash into your account because neon is 100% digital and has no counters. But you have two options.

Option 1: Buy a TWINT top-up in Coop and discharge the credit to your neon account via the TWINT app. You can buy these TWINT top-ups (also called credit codes) at the post office, in Coop supermarkets, at Coop Bau+Hobby and at Coop City (food and non-food). You will receive the credit code at the checkout in the form of a receipt.

With TWINT Prepaid, you do the same, but then also click on the three dots at the top right of the main screen, select «Unload credit» and enter the desired amount and your neon IBAN - the amount will be credited to your neon account after 2-3 working days.

Option 2: Create a QR deposit slip online (enter your neon IBAN and your name), print it out and take it to a post office counter. Please note that the post office charges a fee for this.

If you spend at least 10 CHF, you can ask for cash at the Lidl checkout. Your desired amount (up to a maximum of 300 CHF per withdrawal) is then simply added to your purchase.

For tax and regulatory reasons we can currently only accept users that are exclusively domiciled and tax domiciled in Switzerland.

Yes, the joint account was one of the most requested features from our community. With neon duo, you can easily manage your finances as fully authorized and equal partners – 100% in your neon app. To the joint account. 

A second account/subaccount is not possible currently. But we know you'd really love that option, so we're working on figuring out a way to make it happen. We'll let you know as soon as anything changes.

We cannot offer you a business account, as neon is a purely private account (this also applies to freelancers). This means that you are not allowed to use it for business purposes. As a private person, you are of course always welcome.

From 1 December 2024, there will no longer be interest on your Spaces balance because the Swiss National Bank (SNB) has lowered its key interest rate to 1.0% (end of September) and we expect a further interest rate cut in December 2024.

Between 01.11.2024 and 30.11.2024, the following interest rates were in effect:

0 - 25'000 CHF: 0.10% 

above 25'000 CHF: 0% 

Example: You have five Spaces with a total balance of 30'000 CHF. You then earn 0.10% interest per year on your first 25'000 CHF and 0% on the other 5'000 CHF.

Between 01.07.2024 and 31.10.2024, you received 0.50% interest on your Spaces balance of up to 25'000 CHF and 0.25% interest on your Spaces balance of more than 25'000 CHF.

Between 01.05.2024 and 30.06.2024, you received 0.75% interest on your Spaces balance of up to 25'000 CHF and 0.50% interest on your Spaces balance of more than 25'000 CHF.

Between 01.07.2023 and 30.04.2024, you received 0.90% interest on your Spaces balance of up to 25'000 CHF and 0.65% interest on your Spaces balance of more than 25'000 CHF.

Between 01.04.2023 and 30.06.2023, you received 0.40% interest on the total balance in your Spaces (up to 25'000 CHF).

Between 01.01.2023 and 31.03.2023, you received 0.15% interest on the total balance in your Spaces (up to 25'000 CHF).

The interest will be paid out at the end of each year. 

You can find the Spaces in your neon app in the «Home» tab at the top, right next to your main account.

Click here to go to our Spaces blog with more information. 

No, we no longer charge negative interest as of 1 October 2022. Yes, none at all!

Note: we charged negative interest in the period from 1 July 2022 to 30 September 2022. There were no negative interest on amounts of up to 99'999 CHF, −0.25% on amounts of 100'000 CHF or more, and −0.50% on amounts of 125'000 CHF or more. 

From 30 September 2021 to 30 June 2022 there was no negative interest on amounts of up to 99'999 CHF, −0.75% on amounts of 100'000 CHF or more, and −1% on amounts of 125'000 CHF or more. 

The negative interest applied to the amount above 100’000 CHF or 125’000 CHF and was debited to your neon account at the end of each year.

The tax statement will be available in the app every year from from the end of January. You will find it under «Profile», then «Account statements» and «Tax statement». NB: The amount on the tax statement may differ slightly from the amount you saw on your account at the end of December if some transactions have not yet been posted.

For security reasons, activation codes are only valid once and for a maximum of 30 days. Need a new one? Go to «Profile», «Security» and «Generate activation code» to order one directly in the app.

Spaces are your way to subdivide the money in your neon account. So you don't have to have all your money in one place anymore, but you can easily move parts of it into your Spaces.

Click on «Home», then «Total» to get to your Spaces overview. In order to use the feature, we'll set it up for you first. This should take about a minute. Once this is done, you can create your first Space. Just click on «Add Space». You can choose from ten icons that best fit the purpose of your Space and give it its own name. And just like that, your first Space is created! Up to 10 different Spaces are possible.

Important: You can only move money between your main account and a Space. The amount you want to move to your Space must therefore first be available on your main account.

Open your Space and click on «Add money». Enter the desired amount and confirm. The money will now be deducted from your main account and added to your Space. The other way around is just as easy: Click on «Withdraw» to move money from your Space back to your main account. In your main account, a transfer will appear as a normal transaction, just like you know it from your other payments with neon. An overview of the movements per Space can be found in each Space.

The cumulated monthly limit for withdrawals from all your Spaces to your main account is 50'000 CHF per calendar month – this limit does not apply to payments and transfers going out of your main account. Please be aware that if you exceed this monthly limit, you'll have to pay a 2% fee at the end of the year on the exceeding amount. If you plan to withdraw more than 50'000 CHF in one specific month, it's best to reach out to us so we can explain everything in detail.

Our tip: Since the limit is set per calendar month, you can simply split your withdrawals between the end of one month and the beginning of the next one. Let's have a look at an example: Say you withdraw 30'000 CHF, then 20'000 CHF, then 5'000 CHF from your Spaces within the same calendar month. In this case, you would have to pay a fee of 2% on the amount exceeding the limit of 50'000 CHF. This corresponds to 2% of 5'000 CHF, meaning 100 CHF in fees. You should definitely try to avoid this. 

Instead, you could withdraw 30'000 CHF and 20'000 CHF in the same calendar month, but wait for the first day of the next month to withdraw another 5'000 CHF. This way, you don't have to pay any fee.

No. You can only move between the main account and Space. However, we are looking into whether we can offer you this option in the long term.

50'000 CHF per day. But be careful: Transfers to and from Spaces are considered normal payments. You can therefore transfer e.g. 25'000 CHF to a Space and then 25'000 CHF back again, but then you cannot trigger any further payments on the same day (nor pay any further bills), because you can only trigger a total of 50'000 CHF per day in payments on your account. On the next day, 50'000 CHF are possible again. Also, take note of the monthly withdrawal limit for Spaces.

Yes, of course! To do this, start a transfer to your Space as usual and select «Make it recurring». 

If you make a transfer on the weekend or in the evening, it will be executed immediately, but it will not be posted until the next business day. Therefore, the date of the transaction displayed in the app may be in the future.

At the moment you can't change names and images for existing Spaces. But we are checking how we can offer this functionality in the future.

Normal transactions - like paying for your lunch with the neon card or paying your electricity bill - are always deducted from your main account. Therefore, make sure that you have enough money on your main account, especially if you have set up recurring payments, LSV, eBill or future payments. Money that is on your Spaces is segregated so you don't spend it by mistake.

No. The money from card payments is always deducted from your main account. So if you have saved money for your vacations in your Space, you have to move it to the main account first. Only then you can spend it.

No. The same goes for money that is transferred to your neon account: Everything always ends up in your main account first. From there you can move it to your individual Spaces.

No, there isn't.

Yes. You can use your neon account without Spaces and just leave all your neon money in your main account.

There are no custody fees with us, which is advantageous if you want to hold the shares and ETFs for longer. For all ETFs and Swiss shares, you pay 0.5% of the purchase or sale price per transaction, for international shares the fee is 1.0% – there are no additional fees for currency exchange.

In addition, each spurchase/sale is subject to the mandatory Swiss stamp duty – for Swiss shares and ETFs you pay 0.075% stamp duty and 0.150% for foreign securities. 

Finally, there is a minimum fee of 1 CHF for trades outside of the neon investment plan.

The minimum fee only applies to transactions for which the trading fee would be less than 1 CHF. The trading fee is 0.5% of the buy or sell price per transaction for ETFs and Swiss shares, and 1% for international shares. This means that you are not affected by the minimum fee if you buy or sell ETFs or Swiss shares worth more than 200 CHF, or international shares worth more than 100 CHF per transaction.

In addition, the minimum fee of 1 CHF per trade does not apply to orders placed via the neon investment plan.

We offer you a large selection of the most traded shares in Switzerland and the world as well as the most important ETFs. You can find a list here.

We regularly add new shares and ETFs to neon Invest. In doing so, we take into account the wishes of our users. You can use this form to let us know which assets you would like to trade via neon.

Your shares and ETFs are traded on the BX Swiss exchange, formerly the Bern stock exchange.

You can buy and sell shares and ETFs from Monday to Friday between 9:00 and 17:30. Here you can see on which holidays the exchange is closed.

With 24/7 Investing you can also order a buy/sell outside the exchange opening hours. Let's say you want to sell your Tesla stock at midnight on a Tuesday, but the stock market is closed. Enter a pending order in the app to sell your Tesla stock on Wednesday morning when the exchange opens at 9:00 am. Please note: The displayed price of the share may differ from the actual (sale) price at the opening of the stock exchange.

Yes, because your investments belong to the so-called special assets, which are not part of the bank's bankruptcy estate. To put it more simply: your investments always belong to you.

Regardless of whether you invest on a large scale or only invest 10 CHF per month – we do not set any limits, neither for the minimum nor the maximum amount.

However, please note that there is a minimum fee of 1 CHF for trades outside the neon investment plan.

At the moment, we support so-called market orders. This means that the purchases/sales are executed immediately at the best current price. 

In the future, we would also like to enable you to place limit orders. With a limit order, you set a minimum or maximum price – as soon as your share reaches the minimum or maximum price you set, it is automatically bought or sold.

For legal reasons, you must be at least 18 years old to invest in the neon app.

Our prices in the app are as fresh as the croissants at the bakery in the morning. Every time you see a price in the app, it is requested directly from BX Swiss in the background. 

When the stock exchange is closed, the last price is displayed – i.e., the price at the close of the exchange. If you look at the detailed price history of a share or an ETF, the periods without prices (i.e., everything outside the trading hours of BX Swiss) are skipped.

The price of a security depends on numerous factors including the currency, the trading centre, the time of searching, or the spread. In addition, it also plays a role whether you look at the buy or the sell price (ask/bid). Therefore, you will not necessarily see the same prices on neon invest as on Google or on other providers' platforms.

The short answer: To make it easier for you and to avoid having to convert currencies, we can trade directly in CHF with BX Swiss.

The longer answer: Our exchange BX Swiss offers a very advantageous spread as well as a good buy/sell price, which already includes the currency conversion. This means for you: Double win - you get a good buy/sell price and you have no additional costs for the currency exchange later on.

Cash dividends, par value repayments, etc. will be credited directly to your neon account by our partner bank. If a foreign security (e.g. US stock in USD) results in a distribution such as a dividend, our partner bank will convert it into Swiss francs and credit the Swiss franc amount to your neon main account. The exchange rate is updated by our partner bank at least twice a day and includes an interbank rate margin of about 1.5%.

For your information: The amount is always paid out after deduction of the corresponding withholding tax / source tax. This depends on the domicile of the security. As an example: If it is a Swiss share, then 35% withholding tax will be deducted from the gross amount. You will see this amount at the end of the year in the tax statement in the app and can then claim it back on your tax return.

If it is a foreign share, then the source tax applies here. The amount differs from country to country. It is possible that you can offset this tax in full or in part on your tax return.

The difference between the price you pay when buying and the price you receive when selling a financial instrument is called spread. Spreads exist on all exchanges and are usually higher for less popular stocks and ETFs that are owned and traded by fewer people. Investors are generally interested in selling shares or ETFs at a high price or buying it at a low price. This means that there is a natural gap between the buying and the selling price. To make the trade happen, you need to bridge this gap and you «pay» the spread compared to the theoretical price in the middle.

A spread is the difference between the bid and the ask price of a security. This difference can be influenced by factors such as liquidity, trading volume, or volatility of the security. Depending on the liquidity of a security, the spread may also include a risk premium. This is the case, for example, with US securities in the morning, as the US stock exchanges do not open until the afternoon of our time and thus liquidity is accordingly lower.

To see the spread of a security, you can search for the name or ISIN of the security on the BX Swiss homepage using the red search bar at the top of the page.

In Switzerland, the Federal Tax Administration levies the so-called stamp duty when buying or selling a share, an ETF, and other securities. The bank or broker – in our case Hypothekarbank Lenzburg – deducts this tax and passes it on to the Federal Tax Administration (FTA). On Swiss securities your share of the stamp duty is 0.075%, on foreign securities it's 0.150%.

Depending on the domicile of the security, taxes on income (especially dividends) may be payable. In Switzerland it is called withholding tax and amounts to 35%. Abroad it is called source tax and the amount varies from country to country. The income is always credited to you after the deduction of this tax. You can see the deducted tax on your receipt (go to Profile > Account statements > Trade documents) and at the end of the year also on your tax return (also in the app).

It is possible that you can have all or part of this tax credited back to you via your tax return.

For technical reasons, we are currently unable to process portfolio transfers from another bank to neon. However, to enable you to make the switch, we are offering you a discount of 2/3 of the purchase fees (excluding stamp duty) if you sell your portfolio and reinvest with neon. If you are interested, please contact us at invest-support_at_neon-free.ch.

Yes, this is possible for a fee of 100 CHF per position. For example, if you have 30 Tesla shares and 17 Apple shares in your neon portfolio, transferring your securities from neon to another bank or another broker will cost you CHF 200.

At the moment, we do not offer registration in the shareholder register. Therefore, it is also not possible to participate in a general meeting of a company, and no material/natural dividends (shareholder gifts) can be received. Our offer is currently focused on an investment, and not on further services / activities for you as a shareholder. Thus, also your voting rights are not exercised. 

With the investment plan, you select up to three shares or ETFs from the neon invest universe and specify the amount you want to invest each month. Then you can sit back and relax, because we take care of the rest: We will automatically invest your specified amount for you once a month.

Click on the «Invest» tab in the neon app and scroll down a little until you see the investment plan. Click on «Start saving». Then select a share or ETF and the monthly amount you want to invest. Click on «Confirm» and the investment plan is set up.

You can select up to three shares or ETFs for your investment plan – you have to go through the process described above individually for each investment. It's just as easy if you want to cancel the investment plan: in the investment plan overview, click on the investment you want to change and then on «Delete». You can do this at any time, except on the day you select for execution, when we will automatically invest in the stocks or ETFs you have selected.

You can set up the investment plan at no extra cost. And we don't charge any custody fees for your portfolio anyway. The only thing you pay are the trading fees: For Swiss shares and all ETFs, this is 0.5% of the buy or sell price per transaction, for international shares this fee is 1% (there are no additional fees for currency exchange). There's another bonus for you here, too: Thanks to our partners, you pay no trading fees when you buy selected investments. Read more about the selected investments and our partnerships with Invesco, Leonteq and Xtrackers.

You can select all investments from the neon invest universe – so you have a wide choice of over 240 Swiss and international equities and more than 70 ETFs. You decide which three of them fit best into your investment plan.

You can select up to three shares or ETFs from the neon invest universe for your investment plan.

With the investment plan, you pay no trading fees when you buy selected investments. Note: You pay the usual trading fee in advance and neon refunds it to you within 3 working days. All that remains is the stamp duty and the product costs of the ETF.

You have three dates to choose from: your orders will either be executed on the 3rd, 15th or 28th day of the month. If one of these days falls on a public holiday or the weekend, the purchase of your shares or ETFs will be postponed to the previous or, in exceptional cases, to the next business day. Please note: if you change the execution date of one asset in your investment plan, the other investments will automatically be adjusted to the same date.

We always buy whole shares or ETFs. Therefore, we want to make sure that the amount you choose is enough to cover at least the purchase of one share per month. As prices will fluctuate until execution, we add 10% as a reserve to the unit price of the share or ETF.

We always buy whole shares or ETFs. Therefore, we want to make sure that the amount you choose is enough to cover at least the purchase of one share or ETF per month. As prices will fluctuate until execution, we add 5% as a reserve to the unit price of the share or ETF.

The plan balance is automatically used for the next month's investment. If you want to use your plan balance for other purposes in the meantime, you can also transfer it back to your main account at any time.

When you create an investment plan, a recurring payment is set up to top up your investment plan balance. This balance is used to fund the trades. 

When you create an investment plan, a recurring payment is set up to top up your investment plan balance. This balance is used to fund the trades. This means that if your balance in your main account is not sufficient to cover the full amount of the investment plan, no trades will be executed. So make sure that you have sufficient funds in your main account on the day before execution (the first day of the month).

There may be two reasons for this:

Either: 1. There was not enough money available in your main account.

The execution of the investment plan depends on the monthly transfer from your main account to your «Plan balance» so that your assets can be purchased. If your balance in the main account was less than your monthly investment volume on the day before the execution, this transfer to the «Plan balance» was not executed. This means that there was not enough money in the plan balance to be invested.

Or: 2. Your «Plan balance» was not sufficient to buy all the desired assets.

At neon, we always buy whole shares or ETFs on your behalf. To cover the fees and any price fluctuations during execution, a reserve of approximately 10% is added. This means that the «Plan balance» must be at least 10% above the current market price of the desired assets in order to be able to invest in them.

Don't worry – regardless of whether 1. or 2. applies to you – next month the system will try again to execute your monthly transfer to your «Plan balance» and then invest in your assets.

Please note: You can view your «Plan balance» at any time in the app. Click on «Invest», scroll down to «Investment plan», then click on «Manage». You can transfer your plan balance back to your main account if you wish. If you leave it there, it will be reinvested in the following month.

You can unsubscribe from our newsletters at any time. At the bottom of our emails you can find a link via which you can customise your newsletter settings by subscribing or unsubscribing to/from certain topics. We recommend to subscribe to all topics in order to always stay up to date.

If you unsubscribe from all topics, you will only receive newsletters with information that we are obliged to share with you, e.g. information about the availability of your tax statement or changes to our Terms and Conditions.

There is no 100% protection against card fraud. Unfortunately, this can happen with any card, even from other banks. There are many ways in which fraudsters manage to charge a card – they copy the card details (e.g. in a bar or restaurant), they steal card details from a retailer, or they use special computer programmes with which they «guess» card details over many attempts.

For this reason, there are standardised processes that can be used to report a fraudulent card payment to Mastercard. If you find unknown transactions on your account, please proceed as follows: «Standard procedure for card fraud».

To minimise the damage as much as possible, we ask you to block your card immediately in the app under «Profile», «Your card & PIN» if you suspect fraud. If you are unable to access the app, you can also block your card 24/7 by calling +41 (0)43 508 03 19. Once the card has been blocked, no further transactions can be made.

The best way to do this is to contact us directly by email at service_at_neon-free.ch and describe your case as precisely as possible so that we can take the next steps straight away.

Please answer the following questions in your email so that we can understand your case properly from the outset:

• Do you not know this merchant at all and think it is a fraudulent transaction?


• Do you know the merchant but disagree with the charge (e.g. subsequent charge, unexpected amount, etc.)?


• Are you currently abroad or do you need to use your physical card for other reasons (e.g. to withdraw cash from an ATM)?

If you consider it to be fraud, we will have to permanently block and replace the card. Please confirm your current address and that we can permanently block and replace the card. You will then be able to see the new card details in the neon app 1 day later and use them virtually (e.g. online or with Google/Apple/Samsung/Garmin/Swatch Pay). Only after the card has been replaced can we take further steps depending on your situation.

Is your case a case of card fraud or a complaint  i.e. a charge that you do not agree with? Find out more here.

When you confirm a payment with the card, the merchant creates a «reservation» on the card. This reservation can be seen in the app with a small grey clock. As soon as the merchant actually wants to debit the amount (usually within 2-3 days), this is then displayed in the app as a booked payment (without a grey clock). According to Mastercard rules, a merchant has up to 31 days to effectively debit a reservation to the account. We cannot simply cancel this reservation from our side, as the merchant first has the right to debit the reservation to your account - even in the event of fraud.

If you want to report a fraudulent payment, please proceed as follows: «Standard procedure for card fraud».

So that we can process a fraud case as quickly as possible, please block your card immediately in the app under «Profile», «Your card & PIN» and confirm the following points by e-mail to service_at_neon-free.ch:

• Which payments are affected (amount, merchant name, date)?


• Did you make these payments yourself?


• Do you know this merchant and have you bought something from this merchant in the past?


• Can we permanently block your card directly and replace it with a new card or are you currently dependent on the physical card (e.g. due to a stay abroad)?


• To ensure that the new card arrives safely: What is your current home address and the name on your letterbox?

Is your case a case of fraud or a complaint? Answer these questions.

Is this card fraud or a complaint about a card payment? Answer the following questions:

1. Do you not know this merchant at all and think it is a fraudulent transaction?

2. Do you know the merchant but do not agree with the charge (e.g. subsequent charge, unexpected amount, goods not received, etc.)?

If you answer «yes» to the first question, then it is most likely card fraud. In this case, we ask you to follow the steps described here.

If you answer «yes» to the second question, it is probably a complaint. Here you can find out how to proceed.

Simple: just complete our online claim form here.

If your device breaks, you can claim your extended warranty via our partner's online portal. Keep the following documents ready to upload them on the portal: A copy of the sales receipt, the manufacturer’s warranty including the indication of the original warranty period, and – if applicable – a cost estimate including contact details of the certified repair centre.

If possible, contact the alert centre immediately on +41 848 801 803 (emergency number) or on +800 8001 8003 (free phone number, not available in all countries). If that’s not possible, submit the following documents to ERV at schaden_at_erv.ch: the booking confirmation for your trip, a transaction receipt for your booked trip (i.e. a screenshot of the neon app), and a medical certificate with your diagnosis, official certificates, a death certificate, invoices for other costs insured, travel tickets and/or police reports.

Depending on how you booked the flight, you should either tell your travel agent or your carrier directly when you realise you won’t be able to go on your trip. If you’d like to make a claim, you need to submit the following documents to schaden_at_erv.ch: the booking confirmation for your trip, invoices for cancellation/subsequent travel costs, a detailed medical certificate or other official proof and a transaction receipt for the ticket you bought (i.e. a screenshot of your neon app).

Notify schaden_at_erv.ch without delay that you’ve missed your connecting flight. You need to send the following documents to the same email address: this completed claim form, proof of delay from the airline, confirmation of compensation from the airline, receipts of additional costs incurred, the booking confirmation for your trip and a transaction receipt for your booked trip (i.e. a screenshot of your neon app).

If your baggage is stolen, report this to the nearest police station within 48 hours and have them open an official investigation (in the form of a police report or report of the loss of a flight ticket). If your baggage is damaged or lost while it is being transported by your hotel, tour guide or carrier, please have the damage confirmed in writing and request compensation from the party in question.



Then, notify schaden_at_erv.ch of the damage without delay, complete this claim form and send it across along with the documents requested by ERV.

The warranty extension adds an additional 3 years of warranty to the normal 2-year manufacturer's warranty. This gives your newly purchased electronic devices a total of 5 years warranty.

The warranty extension covers newly purchased devices with a minimum value of 50 CHF and a valid manufacturer's warranty. Specifically, electrical communication devices («grey goods») such as mobile phones, computers, notebooks, photocopiers, fax machines, scanners, and games consoles, as well as electrical household appliances («white goods») such as washing machines, tumble dryers, dishwashers, cooking hobs, ovens, refrigerators, vacuum cleaners, irons, toasters, and electric toothbrushes. Electronic entertainment equipment («brown goods») such as televisions, DVD players, home cinema systems, hi-fi systems, MP3 players, photo cameras, video cameras, and GPS devices also benefit from the extended warranty. 

Appliances and household objects permanently connected to the building, such as air conditioning or heating systems, are not insured. Appliances that do not have a serial number or manufacturer's warranty, as well as used, recycled, rented, leased, restored, or second-hand items are also not covered.

You can file a claim with our insurance partners via the neon app. To do so, open the app, go to the «Benefits» tab, select your active insurance and tap on the red «File a claim» button. You will then be redirected to a page where we explain how you can report your claim for your specific case.

If you no longer have access to your neon app (e.g. because your mobile phone has been stolen), you can also find the instructions on how to proceed in the event of a claim in our FAQ.

Yes, all neon insurance policies are automatically renewed. After the respective minimum duration periods have expired, the cancellation periods for all insurance policies are 1 month in each case and can be cancelled directly in the neon app at the end of the month. 

In this case, we will automatically cancel your previously purchased warranty extension in the background and then re-subscribe you to it as part of your neon green or neon metal account.

In this case, we will automatically cancel your previously purchased insurance in the background and then re-subscribe you to it as part of your neon metal account. Until you unlock the neon metal travel package, the separate travel insurance will remain active. Accordingly, you would continue to pay the monthly fees for the separate travel insurance (8.50 CHF) in addition to the monthly costs for neon metal (15 CHF).

This depends on the insurance. For example, the travel insurance covers your whole family (wife/husband, children, etc.) as long as you live in the same household. The phone insurance only applies to you and the extended warranty only applies to products purchased with your neon Mastercard. For the exact details, please consult the relevant GCI.

The insurance company is probably processing your case at the moment. Depending on how long you have been waiting for a reply, you can contact them by email or phone. In the unlikely event that you still haven't received a reply, you can also contact us: service_at_neon-free.ch 

Yes, thanks to our partnership with Smile, you can also take out car insurance via the «Benefits» tab in the neon app – and even benefit from a discount. Look for the «smile.car» offer.

Yes, thanks to our partnership with Smile, you can also take out household insurance via the «Benefits» tab in the neon app – and even benefit from a discount. Look for the «smile.home» offer.

Yes, thanks to our partnership with Smile, you can also take out motorbike insurance via the «Benefits» tab in the neon app – and even benefit from a discount. Look for the «smile.bike» offer.

Yes, thanks to our partnership with Justis, you can also take out legal protection insurance via the «Benefits» tab in the neon app – and even benefit from a discount. 

Yes, thanks to our partnership with WauMiau, you can also take out pet insurance via the «Benefits» tab in the neon app – and even benefit from a discount. 

The Swiss post has an address database that we use to check. After moving, there are often delays and there are sometimes discrepancies with second names or other spellings. If the match is not 100%, we'll send you through to the video call.

A joint account is an account to which several people have access. neon duo is for exactly two people. It helps you quickly manage the finances in your household and allows you to easily pay shared expenses such as rent, household costs, electricity bill, or your household insurance. 

You both live in the same household, i.e. at the same address, and both have your own private neon account (free, metal or green).

Make sure you have the latest app version and open the neon app. Go to «Profile», select «Accounts» and then choose «New: Joint account». Then you confirm your details and can invite your partner with whom you would like to share a joint account. More about the joint account.

New to neon? To open a joint account, you and your partner or roommate each need a private neon account (free, metal, or green). More about the requirements for the joint account.

No, at the moment you can only open 1 joint account. That's already a good start. Choose wisely. 

Your joint account has its own IBAN. If you want to deposit money, you have two options: 

1. Tap on «Home», select «Add money» and then «Add money from personal account». 

2. Tap on «Payments», select «New payment» and then «Account transfer». 

Your personal account (free, metal, or green) will remain the same. The joint account is an additional account with its own IBAN and two separate cards. 

No, that's not necessary. You can log in with your existing login and switch between your private and joint account within the neon app with a single swipe. Simply change the toggle switch at the top left on the «Home» tab from personal account (icon with one person, left) to joint account (icon with two people, right).

Two people. 

The joint account costs 3 CHF per person per month. The fees are debited from your private accounts (free, metal, or green) at the beginning of each month – so you always pay in advance for the month in question. The cards cost a one-off fee of 10 CHF each. 

At neon, we always keep the costs as low as possible for you. As a result, we influence the market. Of course, from account openings to tax statements, every account incurs costs. Joint accounts are somewhat more complex as they have more components (e.g., additional IBAN and cards). This means that our workload is significantly higher. 

And the further development of our offering also costs time and money. To cover these expenses (and also to earn a little money), we have set a competitive, transparent, and – in our opinion – very fair price for the joint account.

Our joint account is a so-called «OR account». This means that you are both equal and full account holders and that you both have full power of disposal over the money in the joint account. 

Example: Tom pays the rent quickly and unbureaucratically. This is because he does not need the consent or approval of his flatmate Jerry to make the payment. 

With neon duo, there is no need for an approval process as it would be the case with a so-called «AND account» where Tom AND Jerry both have to approve payments. 

Do you submit two separate tax returns? If so, you both have to pay taxes on half of the assets in your joint account as of 31 December. 

No, the neon green and neon metal benefits only apply to private accounts. 

Do you like neon? Recommend neon and invite your friends.

To do so, go to «Profile» in the app and then tap on «Invite a friend». There you will find your personal referral code, which you can directly share with your friends. They will then have to enter your code during their account opening. And you will see in the app how many friends you have successfully invited to neon. A referral is considered successful when your friend has fully opened their account and transferred at least 1 CHF.

Thanks to neon2neon transfers, you can send money to your friends who also have a neon account at lightning speed. And with your recommendation, you help us continue to grow and change the market for the better. Around 70'000 users have already joined neon through referrals – your trust is our best publicity. And: More users allow us to keep our fees low and to invest more time and money into developing new features.

On January 15, 2024, we introduced a new referral model: The previous referral bonuses of CHF 10 per person have been replaced by a promo mode. Meaning that there will be promos on various topics several times a year. You will be informed by email as soon as a promo is available.

No, it is best to use your private neonQ cards for your purchases at QoQa.

You are always both responsible for your joint account. This means that we can request payments related to your joint account from either one or both of you.

Of course, you can easily close your joint account again (although this would make us a bit  sad).

At the moment, it's enough to bring the balance to zero, e.g. by transferring it to your private accounts. After that, one of you can simply send us an email to service_at_neon-free.ch and we'll close the account for you.

Sometimes relationships end and there is a dispute about how much money each person is entitled to. If you or another party acting on your behalf (e.g. a solicitor) tells us that there is a dispute between you and the other account holder, we will freeze the joint account and not allow any further outgoing payments, including recurring payments.

However, incoming payments can still be received. The joint account can be reactivated or closed as soon as we have a joint written permission from the account holders. 

As soon as we are informed, the joint account is usually blocked for both partners until the estate has been settled. 

It is possible that certain payments can still be made; this is possible after consultation with us and the partner bank Hypothekarbank Lenzburg. Please send us an email. 

Yes, the credit balance in the joint account is protected up to 100’000 CHF. The joint account is considered a separate account. 

Your credit balance on your private account (free, metal, or green) including Spaces up to 100’000 CHF is also covered by deposit protection. 

Yes, transfers between your neon accounts work in seconds as usual.

Yes, you can also select your joint account in the eBill portal to pay your shared invoices.

To see your joint deposits and expenses, tap on the «Statistics» icon (bar chart) on the top right of your «Home» tab and select the joint account.

No. It is currently not possible to open joint Spaces. 

However, you can set up a Space named «Household», for example, in your private account with the excess joint balance to earn interest and move the money back to your joint account in seconds once you need it again.

Please note that the money transferred to the Spaces counts as part of your private account and therefore legally no longer belongs to both of you, but to you alone.

No. You only receive interest on the balance in your own Spaces (personal accounts). 

No, but you can use neon invest with your personal accounts to invest in shares and ETFs. 

Yes, you will both receive an additional card for your joint account. The costs of 10 CHF each for the first card as well as the monthly fees will be charged to your personal accounts.

You can find the card details for the joint account in the same place as the details for your private account. Tap on «Home», then on «Card». Next, select the card for the joint account and tap on «Show card PIN», for example.

First of all: Block your card in the app under «Profile», «Your card» and «Freeze card». You can then order a replacement card for 20 CHF.

This may be for the following reasons: You have entered a different nationality than the ones listed for Photo-ID. Or we were unable to verify your address automatically.

In principle, you need the following: one of the listed identity documents listed, a verifiable address, a Swiss bank account in your name and a Swiss mobile phone number. 

Yes, you can. Click on «Card» in your home screen and then on «Security». There, you can activate or deactivate your contactless payments.

With neon green, you can choose between the green card made from recycled plastic and the unique wooden card made from cherry wood – unique becuase at the time of the launch, it was the first wooden card in Switzerland. On the one hand, it is a statement for a more sustainable lifestyle – every time you take it out, you show for what you live, and what is important to you. On the other hand, the wooden card shows that a lot can be done to reduce plastic – it is made of 80% less plastic than its plasticised counterparts.

Wood is known to be somewhat more sensitive than plastic. Both in terms of pliability and water resistance. The wooden card is a novelty on the market, which is why we can't say for sure. However, initial usability tests, which were necessary for approval, have been positive. There are also good experiences from other markets, as our colleagues from Tomorrow can confirm. However, we recommend that you neither use it as a chair nor take it into the shower. :)

Our cards are produced by our partner Exceet, who pays great attention to sustainable and environmentally friendly production. They want to avoid the use of plastic as much as possible and switch to alternative materials. This is how the wooden card came into being - fine cherry wood from sustainably managed forests in Austria. However, a thin plastic core made of recycled PET-G cannot (yet) be avoided. This, together with a built-in chip, a magnetic strip and a fine antenna, enable you to make contactless payments with your wooden card. And although it is not completely made of wood to offer you the usual functionalities, it consists of 80% less plastic than a conventional card. So it's much more sustainable than your current card. But you can't dispose of it in the compost yet. Also, don't worry: The production of the cards is sustainable and for 100'000 cards, only 1 tree is needed. We will add it to the trees we've already planted. 

Quite simply: Yes! Thanks to the built-in features, you can pay with it as usual at the checkout via terminal or contactless. Mobile payment also works as before, of course.

If you take care, this shouldn't happen. If it does, write to us, and tell us what happened, and send us a photo. If it was the card and not you, we'll replace it free of charge. You can decide whether you want a card made of cherry wood again or if you prefer a green one made of recycled plastic.

According to researchers at ETH Zurich, nothing is more effective at combating climate change than reforestation. Planting trees has the potential to absorb two-thirds of the harmful CO₂ emissions caused by humans to date. With our renowned partner Eden Reforestation Projects, we want to do our bit to help stabilise the climate by planting trees.

We calculate this figure using a conversion factor of 300 kg of neutralised CO₂ per tree. This calculation is based on the total amount of CO₂ neutralised by an average mangrove tree during an average life span of 25 years. Why mangroves? The mangrove absorbs a particularly large amount of CO₂, making it one of the tree species preferred by our tree planting partner Eden Reforestation Projects.

neon green users plant trees on the go and actively support the climate. Why? In its average lifespan of 25 years, a tree neutralises around 300 kg of CO2 in the atmosphere. For example, if you plant 48 trees by using your neon green card (equivalent to spending 2’000 CHF per month), these trees will neutralise around 14 tonnes of CO2 over their lifetime, which is more than the average annual emissions per Swiss resident.

No, we’re busy working on the cheapest and most sustainable account app in Switzerland. We’d rather leave the tree-planting to the professionals, which is why we work with Eden: People+Planet. This NGO plants the trees in countries such as Haiti, Indonesia, Kenya and Nepal.

By restoring and planting trees, Eden: People+Planet is contributing to the fight against climate change, while also providing sustainable, durable support to people in various regions. So, it’s not just about restoring forests, it’s also about supporting the local population and economy. Local people are employed to plant and look after the trees. In short, we work with our tree-planting partner to make sure it’s as easy and effective as possible for you to do your bit for climate protection.

We plant some of the trees in our own neon forests. One forest is called «Ankarafantsika 3» and is located in the northwestern Mahajanga region in Madagascar. Our other designated planting site called «Tudor Creek», is found in Mombasa county in the southeastern part of Kenya. Starting 2022 Eden will plant a total of 2’200’000 trees in the neon forests over the next five years – a maximum of 440’000 trees per year.

For those who have now done the exact (and correct!) maths: Our neon green community plants a lot more than 440'000 trees per year. Therefore, Eden: People+Planet divides the remaining trees among its various locations in Nepal, Madagascar, Mozambique, Ethiopia, the Philippines, Honduras, and Brazil and plants them where they are needed most. Read more about it here.

Since 2020, we have been supporting specific carbon offset projects through myclimate in order to neutralise our inevitable CO2 emissions. This includes travelling between our locations in Zurich and Belgrade, the journeys to the office, the office buildings themselves, and all IT infrastructure. In addition, we not only neutralise our CO2 footprint as a company, but also the so-called «Product Carbon Footprint (PCF)» of your neon green account. You can find more detailed information about our partnership with myclimate here and the certificate for our climate protection contribution here.

You get a three-year warranty extension for all electronic products you buy with your card after opening your neon green account or after switching from neon free to neon green. Thanks to our partner, Europäische Reiseversicherung (ERV), your electrical and electronic devices are insured with neon green, on top of your normal warranty of two years, for a total of five years. Although our partner’s company name translates as «European travel insurance», the warranty extension does not apply to flights or travel.

The warranty extension no longer applies to new purchases from the time you switch to neon free. Purchases made while you were on neon green are covered for a total of 5 years from the date of purchase (2 years under the original manufacturer's warranty and an additional 3 years under the warranty extension).

The three-year warranty extension applies to grey, white and brown goods – never heard these terms before? Well, they refer to all the electronic devices you can no longer live without: your smartphone, your games consoles («grey goods»), your television («brown goods»), your washing machine and toaster («white goods») and much more. Your electronic products must be worth at least 50 CHF and the maximum benefit – i.e., the prices of all your grey, white and brown goods added together – is capped at 6,000 CHF per year. There are a few exceptions; for example, if you bought the products second-hand or if your device does not have a serial number (more details available here).

If your device breaks, you can claim your extended warranty via our partner's online portal. Keep the following documents ready to upload them on the portal: A copy of the sales receipt, the manufacturer’s warranty including the indication of the original warranty period, and – if applicable – a cost estimate including contact details of the certified repair centre.

Let’s make the world a little bit greener together!

If you meet the requirements (age, place of residence, tax liability), you can download the app easily via the Apple Store, Google Play Store or the Huawei AppGallery. Then grab your smartphone, passport or ID and residence permit, make sure you have a good internet connection and sit in a quiet corner for just under 10 minutes while you follow the app instructions. During these 10 minutes, you’ll select the neon green account, enter your personal details, confirm these via a free video call or using photo identification and set your login code. That’s it. We’ll take care of the rest! Click here to read about the identification process in detail.

It’s great that you want to switch to neon green! Open up your neon app, click on «Profile» and then, under your name at the top, click on «neon free». You will then see your active account (neon free) and can switch to neon green by swiping right. Let the tree planting begin! If you switch to neon green, we will send you a wooden card.

We don’t have our own banking licence, which means we are not allowed to accept or invest customer funds. Your money is deposited with our partner bank Hypothekarbank Lenzburg, where it is also covered by the deposit protection scheme (up to 100'000 CHF per personal account including Spaces and per joint account). Hypothekarbank Lenzburg mainly finances projects in the Lenzburg/Aargau region, most of which are mortgages.

It’s a shame that you won’t be planting any more trees with us! But it couldn’t be easier to switch back: we like you just as much as a neon free user. Open up your neon app, click on «Profile» and then, under your name at the top, click on «neon green». You will then see your active account (neon green) and can switch to neon free by swiping left.

neon green is yours for 5 CHF a month. The green card made of recycled plastic is available free of charge. If you want the unique card made of cherry wood, it costs CHF 20. The same unbeatable conditions for neon free also apply to neon green: card payments are free – even when you’re abroad. No exchange-rate spreads. And you also get two free cash withdrawals in Switzerland a month. Click here to see a detailed overview of the prices.

All the great features available with neon free are also included with neon green: a Swiss account with one Mastercard for everything as well as ultra-affordable and transparent prices – everything is digital, simple, and secure in one app. But with neon green, you also make a difference when using your card. Because for every 500 CHF you spend with your card, we plant a tree for you. You’ll also get a three-year warranty extension on new electrical and electronic products you purchase with your green card. Click here to see a comparison between neon free and neon green.

Simply offsetting CO₂ emissions by planting trees is the first step. In future, we want to discuss features that could enable us to provide a more detailed system for offsetting your consumption. This might include making our compensation scheme smarter. After all, spending 100 CHF at a petrol station generates more of a carbon footprint than spending 100 CHF in a health-food shop – so we could offer you additional compensation for your expenditure at the petrol station.

The green stands for climate awareness. We believe that far too little is being done in our industry. And we want to change this. Which is why your neon green account plants trees on the go. For every 500 CHF you spend with your neon green card, we will plant a tree for you. This helps the climate as well as the local people who plant the trees. What a good feeling! In addition, neon green includes a warranty extension of 3 years on electronic devices (with a minimum value of 50 CHF) that you purchase with your neon green card. And, last but not least, we finance climate protection projects with our partner myclimate to mitigate the neon accounts’ inevitable CO2 emissions.

Alongside the many brilliant features that are also available with neon free, the app also includes a special neon green section. In it, you can see how many trees you’ve already planted by using your card, which planting level you’re on and how many trees the entire neon green community has already planted. We’ll also show you how much CO₂ the entire community has already neutralised by planting trees.

For every 500 CHF you spend with your neon green card, we plant a tree for you. This includes all transactions you make with your card, whether electronically or physically. This does not include, for example, ATM withdrawals or bill payments.

No, the neon green and neon metal benefits only apply to private accounts. 

Do you like neon? Recommend neon and invite your friends.

To do so, go to «Profile» in the app and then tap on «Invite a friend». There you will find your personal referral code, which you can directly share with your friends. They will then have to enter your code during their account opening. And you will see in the app how many friends you have successfully invited to neon. A referral is considered successful when your friend has fully opened their account and transferred at least 1 CHF.

Thanks to neon2neon transfers, you can send money to your friends who also have a neon account at lightning speed. And with your recommendation, you help us continue to grow and change the market for the better. Around 70'000 users have already joined neon through referrals – your trust is our best publicity. And: More users allow us to keep our fees low and to invest more time and money into developing new features.

On January 15, 2024, we introduced a new referral model: The previous referral bonuses of CHF 10 per person have been replaced by a promo mode. Meaning that there will be promos on various topics several times a year. You will be informed by email as soon as a promo is available.

We receive certificates from our tree planting partner Eden: People+Planet every quarter. Those certificates state the number of planted trees. You can view these certificates here.

Our green account is of course open to everyone. Basically, it is intended for all climate-conscious people who want to do something good in a simple way. neon green is not a substitute for questioning your habits and reducing your personal emissions. But it does offer an opportunity to make a difference while spending money with your card. Both by planting trees and by having extended warranty.

All the great features you get with neon free are also included with neon metal: a Swiss account with one Mastercard for everything, affordable and transparent prices – everything digital, simple and secure in one app.

With neon metal, you also get a high-quality metal card and free cash withdrawals anywhere in the world. And that’s not all – you also get mobile phone insurance, three additional years’ warranty on electronic devices, a best-price guarantee and ticket insurance. As if that weren’t enough, you can also unlock other high-calibre shopping, cyber and travel insurance packages, just by using your metal card. Neon metal has a minimum duration of 12 months. 

Alongside the many brilliant features you get with neon free, your app also includes a special neon metal section in your profile. That’s where we’ll show you all your neon metal benefits and you’ll see which insurance packages you’ve already unlocked (and how far you’ve got to go until you unlock the next one).

neon metal is yours for 15 CHF a month.

The 15 CHF will always be charged at the beginning of the month – so you will always pay for each new month in advance.

If you meet the requirements (age, place of residence, tax liability), you can download the app easily via the Apple Store, Google Play Store or the Huawei AppGallery. Then grab your smartphone, passport or ID and residence permit, make sure you have a good internet connection and sit in a quiet corner for just under 10 minutes while you follow the app instructions. During these 10 minutes, you’ll select the neon metal account, enter your personal details, confirm these via a free video call or using photo identification and set your login code. That’s it. We’ll take care of the rest! Click here to read about the identification process in detail.

It’s so cool that you’re craving that metal feeling! Open up your neon app, click on «Profile» and then, under your name at the top, click on «neon free». You will then see your active account (neon free); switch to the neon metal overview by swiping right twice. Tap on «Get neon metal» and follow the steps.

First off, freeze your card in the app under «Profile», «Your card» and «Freeze Card». Then, you can order a new metal card. The metal card is highly valuable, so it’ll cost you 80 CHF – this is just to cover our costs (we don’t earn any money on it!). In exchange, you’ll have your unique all-metal card back and you’ll probably take even better care of it now. ;)

Quite simply: yes! You can pay with it as usual at the checkout via terminal or contactless. Mobile payment also works as before, of course.

If you opt for neon metal, you need to stick with this account for a year. Why? Because your metal card is unique – and expensive. That said, you can switch back to neon free at any time once a year has passed. We’ll be really sad to see you go, but we want to make it as easy as possible for you: open up your neon app, tap on «Profile» and then, under your name at the top, click on «neon metal». You will then see your active account (neon metal); switch to neon free by swiping left twice. This also means you’ll lose all the neon metal benefits you’ve earned – but you can keep your cool metal card until it’s expired.

When you sign up to neon metal or switch over to it, you’ll receive mobile phone insurance, a three-year warranty extension for your electronic devices, a best-price guarantee and ticket insurance – all without needing to spend anything on your card.

Your mobile phone insurance covers you against all possible kinds of damage.Whether your mobile phone accidentally breaks into a thousand pieces while skiing or is snatched from your hand by an unpleasant fellow raver at a festival – we’ve got you covered. Regardless of the value, age or type of device of your mobile phone.

Please note: neon has no authority to make decisions in the event of insurance claims. This is the sole responsibility of the insurance partners. Therefore, please contact the respective partner directly in case of insurance claims.

The mobile phone insurance only applies to your own mobile phone, whose phone number is registered to your neon account. And it must be activated with neon. You can make one claim a year, with a deductible per claim (85 CHF for damage and 150 CHF for theft). The insurance cover starts 30 days after you’ve received your neon metal card.

Simple: just complete our online claim form here.

There’s a three-year warranty extension for any electronic products you buy with your metal card. In other words, on the basis of your normal warranty of two years, your electrical and electronic devices have a total of five years of cover – thanks to neon metal.

The three-year warranty extension applies to grey, white and brown goods – never heard these terms before? Well, they refer to all the electronic devices you can no longer live without: your smartphone, your games consoles («grey goods»), your television («brown goods»), your washing machine and toaster («white goods») and much more. Your electronic goods need to be worth at least 50 CHF and the maximum benefit (i.e. the prices of all your grey, white and brown goods added together) is capped at 6'000 CHF per year. There are a few exceptions; for example, if you bought the products second-hand or if your device does not have a serial number (more details available here).

If your device breaks, you can claim your extended warranty via our partner's online portal. Keep the following documents ready to upload them on the portal: A copy of the sales receipt, the manufacturer’s warranty including the indication of the original warranty period, and – if applicable – a cost estimate including contact details of the certified repair centre.

The warranty extension no longer applies to new purchases from the time you switch to neon free. Purchases made while you were on neon metal are covered for a total of 5 years from the date of purchase (2 years under the original manufacturer's warranty and an additional 3 years under the warranty extension).

This insurance policy ensures that you get the best price, both online and in-store. Let’s say you happily bought the newest iPhone in a store, and you couldn’t be happier about it – but within 14 days, you see that another online seller is offering it for 40 CHF less. No problem: the best price guarantee will give you back the difference in price!

Please note that certain offers are excluded from the best price guarantee. These are, for example, sale offers, special discounts and limited offers (in terms of quantity and/or time) such as in this example: Deal! 50% off vacuum cleaner XY in the next 24 hours. To the conditions of the best price guarantee.

To benefit from the best-price guarantee, the product needs to be worth at least 50 CHF and must be from a Swiss supplier (such as a shop, mail-order company, or internet provider). The price difference between what you paid for your brand-new iPhone and the one you saw a week later needs to be at least 30 CHF.

Please note that certain offers are excluded from the best price guarantee. These are, for example, sale offers, special discounts and limited offers (in terms of quantity and/or time) such as in this example: Deal! 50% off vacuum cleaner XY in the next 24 hours. To the conditions of the best price guarantee.

It couldn’t be easier: complete this claim form, then send it to schaden_at_erv.ch. Send the following documents along with the claim form: the purchase receipt, a transaction receipt (in other words, a screenshot of your neon app), and evidence of the cheaper price (listing the lower price and the date of sale/issue).

Please note: neon has no authority to make decisions in the event of insurance claims. This is the sole responsibility of the insurance partners. Therefore, please contact the respective partner directly in case of insurance claims.

This insurance refunds you for tickets you’ve bought if you can’t make the event due to illness, injury, damage at home, cancellation of public transport due to a technical fault, an accident, or the breakdown of a personal vehicle. The ticket insurance covers concert tickets, entry fees for race events and other events where you paid for at least 80% of the ticket with your metal card.

This is a breeze, too: report it by filling out this online form. And don’t forget to attach these documents: the booking confirmation/invoice for the ticket, a medical certificate (or other official proof) and a transaction receipt for the ticket you bought (i.e. a screenshot of your neon app).

Once you’ve spent a total of 500 CHF using your metal card, you’ll unlock the shopping package, which includes return protection, purchase insurance and online buyer protection.

Return protection refunds you the full price of your purchase if, say, you’ve bought a pair of trainers but don’t want them and the seller doesn’t want to take them back. Of course, the trainers need to be unworn and in absolutely pristine condition. Return protection applies to goods worth at least 60 CHF and if you’ve paid for at least 60% of the value with your metal card. The maximum protected amount is 1'000 CHF a year.

Please note: neon has no authority to make decisions in the event of insurance claims. This is the sole responsibility of the insurance partners. Therefore, please contact the respective partner directly in case of insurance claims.

It covers «movable goods», so things like headphones, razors, clothes and household goods. Mobile phones, entry tickets and second-hand items are not protected.

You need to submit the following documents: this completed claim form, the transaction receipt for the goods bought (a screenshot from your neon app) and written confirmation from the retailer that shows the fact that your purchased goods weren’t accepted and why. You can either email this to info.ch_at_allianz.com or send a hard copy to: Allianz Assistance, Richtiplatz 1, Postfach, 8304 Wallisellen, Switzerland.

Once Allianz Assistance has checked the documents and determined that you’re entitled to return the goods, they’ll ask you to send the goods you’ve purchased to them within 30 days by registered post. Please keep the proof of postage so that you’ve got evidence in case the package doesn’t make it to Allianz Assistance.

Purchase protection covers you if, say, you buy a pair of trainers that are destroyed, damaged or stolen within 90 days of purchasing them. Purchase protection cover applies to goods worth at least 50 CHF and if you’ve paid for at least 60% of the value with your metal card. The maximum protected amount is 2,000 CHF a year.

Please note: neon has no authority to make decisions in the event of insurance claims. This is the sole responsibility of the insurance partners. Therefore, please contact the respective partner directly in case of insurance claims.

Your purchase protection covers things like electronic devices, smartphones and household devices.

It couldn’t be easier: fill out this claim form and email it to info.ch_at_allianz.com or send a hard copy to the following address: Allianz Assistance, Richtiplatz 1, Postfach, 8304 Wallisellen, Switzerland. Send the following documents along with your claim form: the purchase receipt (the price and date of purchase must be visible) and a transaction receipt (i.e. a screenshot of your neon app). If the item has been damaged, send photos evidencing this too.

If your goods have been stolen, report this to the local police station within 48 hours of noticing the theft and send your police report along with the above documents.

Online buyer protection covers you if you buy a pair of trainers online but you get the wrong pair, a damaged pair or no trainers at all. Online buyer protection covers goods if you’ve paid for at least 60% of the value with your metal card; the maximum protected amount is 10'000 CHF a year.

As soon as you realise that your trainers are damaged (or that they haven’t arrived), call Allianz within 72 hours on the following number: +41 44 283 38 83. Then complete this claim form and email it to info.ch_at_allianz.com or send a hard copy to the following address: Allianz Assistance, Richtiplatz 1, Postfach, 8304 Wallisellen, Switzerland. Send the following documents along with your claim form: the purchase receipt (the price and date of purchase must be visible), a transaction receipt (i.e. a screenshot of your neon app) and proof that the goods were shipped (online shipping confirmation). If your goods were damaged, send photos evidencing this too.

In addition to you, people who live in the same household as you are covered by the online purchase protection. If you have underage children, they are also covered — even if they do not live in the same household as you.

Once you’ve spent a total of 5,000 CHF on your metal card, you’ll unlock the cyber package – including online legal and account protection.

Online legal protection covers you if you’re the victim of copyright infringement, an invasion of privacy or abusive computer crimes or online crimes. You’re covered for up to 20'000 CHF per year.

Important: report the incident immediately by phone at +41 44 283 38 83 to receive support and consent to any specific legal protection measures. Please do not commission any legal representatives or take any legal action without the agreement of the insurer.

If there are differences of opinion on the measures to be taken (such as if the insurer thinks an intervention would be futile), you are entitled to have the issue re-assessed by an independent mediator. You can request this after you have received a letter from the insurer stating the grounds.

In addition to you, people who live in the same household as you are covered by the online legal protection. If you have underage children, they are also covered — even if they do not live in the same household as you.

Online account protection offers cover for financial losses caused by the misuse of your accounts and cards, including mobile payment systems, up to a maximum of 20'000 CHF a year.

If you think someone might have access to your neon account or neon card, let us and the police know immediately and block the card in your app under «Profile», «Your card» and «Freeze Card». Then, ask us for a written declaration so you can be compensated for financial losses. If you want to make a claim, send this written declaration, the police report and account statements for the fraudulent charges (i.e. screenshots of your neon app).

Note: this online account protection doesn’t just apply to neon – it goes for your other accounts and cards too. If you want to make a claim, you need to do the same thing – but, of course, let the other bank know instead of us. :)

In addition to you, people who live in the same household as you are covered by the online account protection. If you have underage children, they are also covered — even if they do not live in the same household as you.

As soon as you’ve spent 15'000 CHF with your metal card, you’ll unlock the travel package, which provides health insurance abroad (including costs for search, recovery and transport services) and cancellation, flight delay and baggage insurance.

In addition to you, people who live in the same household as you are covered by the travel package. If you have underage children, they are also covered — even if they do not live in the same household as you.

If you fall ill or suffer an accident during your booked trip, for example if you break your arm when cycling in Rwanda, and you’re under 80 (sorry!), then this health insurance provides cover for a period of 90 days. ERV will cover up to 200'000 CHF a year for health insurance abroad (Switzerland is not included), provided that you’ve paid for 80% of your travel costs with your metal card.

Please note: the insurance applies in addition to Swiss social insurance (under the Swiss Health Insurance Act (HIA) and the Swiss Accident Insurance Act (AIA)) and takes into account any other additional insurance policies you might have. In other words, contact your health and accident insurance provider first, and if you’re not insured, this overseas health insurance will come into play.

If you have an accident or fall ill, you should first contact a doctor and ensure you get treatment. As soon as you’ve recovered (hopefully very quickly!), send the following documents to ERV at schaden_at_erv.ch: a completed claim form (this one if you have an accident, and this one if you fall ill), a detailed medical certificate, invoices for doctors’, medication and hospital costs, plus prescription slips, and a transaction receipt for your booked trip (i.e. a screenshot of your neon app).

In the event of a serious accident – like if you break your arm when cycling in Rwanda – the costs of transporting you to the nearest hospital that’s capable of treating you will be covered. You’re also covered in the event of a serious illness or death. If necessary, you’re also insured in the event of a search and recovery operation if you’re classed as lost or need to be rescued. More info here.

The insurance will cover up to 100'000 CHF a year for transport costs and 100'000 CHF for search and recovery costs. Both apply worldwide if you have paid for at least 80% of your trip on your metal card. Please note: the insurance applies in addition to Swiss social insurance (under the Swiss Health Insurance Act (HIA) and the Swiss Accident Insurance Act (AIA)) and takes into account any other additional insurance policies you might have. In other words, contact your health and accident insurance provider first, and if you’re not insured, this overseas health insurance will come into play.

If possible, contact the alert centre immediately on +41 848 801 803 (emergency number) or on +800 8001 8003 (free phone number, not available in all countries). If that’s not possible, submit the following documents to ERV at schaden_at_erv.ch: the booking confirmation for your trip, a transaction receipt for your booked trip (i.e. a screenshot of the neon app), and a medical certificate with your diagnosis, official certificates, a death certificate, invoices for other costs insured, travel tickets and/or police reports.

Cancellation insurance protects you if you can’t make a booked flight or train due to illness, injury, pregnancy complications, death, strikes, unrest, major damage to your home, the cancellation of public transport or the theft of travel documents such as your passport or ID card. The insurance covers the actual cancellation costs and, in the event of a delayed start to your trip, it also covers the resulting additional costs. Your global cover amounts to 15'000 CHF a year, provided you have paid for 80% of your travel costs with your metal card.

Please note: neon has no authority to make decisions in the event of insurance claims. This is the sole responsibility of the insurance partners. Therefore, please contact the respective partner directly in case of insurance claims. 

Depending on how you booked the flight, you should either tell your travel agent or your carrier directly when you realise you won’t be able to go on your trip. If you’d like to make a claim, you need to submit the following documents to schaden_at_erv.ch: the booking confirmation for your trip, invoices for cancellation/subsequent travel costs, a detailed medical certificate or other official proof and a transaction receipt for the ticket you bought (i.e. a screenshot of your neon app).

If you miss your connecting flight due to a delay of at least three hours and the first airline is the only entity at fault, the insurance covers the additional costs you incur for continuing your trip (after you’ve asserted claims against the airline), such as hotel costs, rebooking costs and telephone charges. Your cover applies globally (with the exception of Switzerland) and amounts to 1'000 CHF a year, if you’ve paid for 80% of the travel costs with your metal card.

Notify schaden_at_erv.ch without delay that you’ve missed your connecting flight. You need to send the following documents to the same email address: this completed claim form, proof of delay from the airline, confirmation of compensation from the airline, receipts of additional costs incurred, the booking confirmation for your trip and a transaction receipt for your booked trip (i.e. a screenshot of your neon app).

Your baggage is insured against theft, robbery, damage and loss during your trip. If your baggage arrives at your destination substantially delayed, we’ll cover the costs for the bare necessities that you need to buy (unfortunately, we don’t cover the costs of a new gravel bike if your own one arrives late for your cycling holiday!). You benefit from global cover of up to 2'000 CHF a year (except within Switzerland) if you paid for at least 80% of the cost with your metal card. More info here.

Please note: neon has no authority to make decisions in the event of insurance claims. This is the sole responsibility of the insurance partners. Therefore, please contact the respective partner directly in case of insurance claims.

If your baggage is stolen, report this to the nearest police station within 48 hours and have them open an official investigation (in the form of a police report or report of the loss of a flight ticket). If your baggage is damaged or lost while it is being transported by your hotel, tour guide or carrier, please have the damage confirmed in writing and request compensation from the party in question.

Then, notify schaden_at_erv.ch of the damage without delay, complete this claim form and send it across along with the documents requested by ERV.

No, the neon green and neon metal benefits only apply to private accounts. 

Do you like neon? Recommend neon and invite your friends.

To do so, go to «Profile» in the app and then tap on «Invite a friend». There you will find your personal referral code, which you can directly share with your friends. They will then have to enter your code during their account opening. And you will see in the app how many friends you have successfully invited to neon. A referral is considered successful when your friend has fully opened their account and transferred at least 1 CHF.

Thanks to neon2neon transfers, you can send money to your friends who also have a neon account at lightning speed. And with your recommendation, you help us continue to grow and change the market for the better. Around 70'000 users have already joined neon through referrals – your trust is our best publicity. And: More users allow us to keep our fees low and to invest more time and money into developing new features.

On January 15, 2024, we introduced a new referral model: The previous referral bonuses of CHF 10 per person have been replaced by a promo mode. Meaning that there will be promos on various topics several times a year. You will be informed by email as soon as a promo is available.