Online & Mobile Banking FAQ Credit Suisse Direct
FAQ Credit Suisse Direct
Please call our support team immediately to block your login credentials and to discuss what to do next.
For the use of Online Banking, you do not pay a basic fee. You pay only the applicable subscription and connection charges to your internet provider. Please note: Any account or safekeeping account fees are not included.
- An account at the bank
- Online Banking contract with the bank
- Personal computer / tablet / smartphone
- Fast internet connection
- Internet browser (such as IE, Mozilla, or Safari) or app
The password can be changed under "More > Settings." However, if you have forgotten your password or there is an error, please contact the Online Banking hotline.
The new password will be sent within two to three business days by post. As soon as you have received the new password, log in with your user ID and the new password. You can then set another password of your choosing.
You may have entered an incorrect password during login. The User ID entered may also be incorrect. Also check your mobile phone's network connection, etc. Your network provider may have general problems.
Try turning your mobile phone off and on again.
Credit Suisse Direct uses this symbol to show the following information:
- New e-bills
- Unread e-documents
- Payments pending approval
- Portfolio quality alerts*
By selecting the icon, you can see which type of notification you have received. Click on an item to go directly to the detailed information.
* Not available on smartphones
You can change many settings in Credit Suisse Direct. To do so, select the settings icon (gear wheel) at the top right. You can choose to view or hide individual elements. For some elements, you can also determine which accounts / securities safekeeping accounts are displayed, as well as choose where they are placed on your screen. The settings you select will apply until the next time you change them. The settings you choose apply separately to the smartphone, tablet, and computer/browser versions.
Accounts & Payments
As of November 20, 2016, Credit Suisse (Switzerland) Ltd. is a legally independent bank. Since then, all payments from Credit Suisse (Switzerland) Ltd. to Credit Suisse AG or Neue Aargauer Bank and vice versa have been executed as domestic payments in line with normal market practices. Our existing value-dating provisions and conditions apply to these payments.
The IBAN can be found under the accounts overview; under "Assets > Accounts" you will see your accounts incl. IBAN. For additional information such as BIC, account number, or clearing number, you must click on the desired account and then on the info-icon next to the amount. You will then see all information for this account.
Payments can be made via "Enter payments." This can be done one of two ways:
- Credit Suisse provides you with a list of recipients to whom you made a payment in the past 15 months. By selecting a recipient, you will see the corresponding payment type and all information from the last payment. This information can be adjusted and used for a new payment.
- You can also make payments to new recipients who are not on the list. Once you enter the recipient's IBAN or account number in the box, you will be directed to the relevant payment type. The relevant data of the beneficiary's bank and the beneficiary will be filled in to the extent possible.
You can bookmark recipients. By activating the star, the recipient is moved to the top of the list. This way, you will always see the most important recipients first.
Yes, you can delete recipients and decide which information should be shown. Once data is deleted, it cannot be recovered. To keep the list up to date, recipient information that you have not used in the last 15 months will be deleted automatically.
To sign up for e-bills, please use our Online Banking or the Credit Suisse Direct app on a tablet. You may also choose other billers there. You can see bills and details, and approve bills, in the smartphone version.
Provisional entries are advance notices of items that have not yet been finally posted, and can therefore still be changed. However, since these provisional entries also affect the balance, provisional cash receipts can also be obtained at ATMs.
If you find a transaction on your account with the text "Payments" and "Global credit according to separate display," your account is set up to summarize transactions of the same type. If you want to change this and see a separate transaction for each individual credit (including information about the sender), please contact client care.
Online Banking allows you to view, modify, or delete all standing orders that you have set up in Online Banking or by post or form.
One way is to directly enter a payment on the start page using the payment assistant. Just provide the details of the payment recipient. On the details page of the payment entry, you can choose between one-time payment and standing order at the top right. During the entry process, you can switch from one-time payment to standing order without losing the data you have already entered.
Another way is to enter a new payment or standing order by going to "Payment > Enter".
Account transfers can be issued up to 9:00 p.m. on the day of execution free of charge.
Individual payments and bulk orders as DTA or XML file for same-day execution can be issued free of charge until 12:00 p.m. on the day of execution and subject to a charge by "Express" order from 12:00 p.m. to 4:00 p.m. All same-day payment orders that are issued can no longer be modified or deleted. Cut-off times PDF (250 KB).
Future payment orders for single execution can normally be modified or canceled usually before midnight on the day before execution. Please note the corresponding confirmation texts for payment execution.
Standing orders are generally processed after approximately 5:00 p.m. one or two bank working days before the requested execution date (depending on the currency as well as working days, weekends, and public holidays). You cannot make any changes or cancellations during this processing. After processing, you can modify or cancel a standing order only for the next execution date.
Payments issued through Online Banking can be modified or canceled directly in the "Manage payments" menu item.
You may take money out of your Savings account through Online Banking only if you are transferring funds internally to a different account. The account being credited must be included in the same Online Banking contract.
The fees charged to private clients and corporate clients for Online Banking payments can be found by following the links below:
To keep the cost of payments within the EU and EEA low, please ensure you follow the standards for SEPA transfers:
- Use the euro (EUR) when performing transactions in the EU and EEA.
- IBAN (International Bank Account Number) of the recipient
- Include the Bank Identifier Code (BIC) of the recipient's bank
- Do not use payment routing parameters
- Do not send messages to the bank
- Use the shared charges option (Shared, SHA)
- Do not use the Express payment function
Payments made can be seen in Online Banking for 45 days under "Manage payments". The details of all payments older than that can be requested from your client advisor or the client services team.
At some gas stations, if you pay with your Maestro card, the offline limit is provisionally shown as CHF 130.00 or CHF 150.00. It may take a few days for the electronic payment to be processed in full and for the correct amount to be shown. The bank cannot expedite the correction.
"Execution date" refers to the day on which the payment order is processed. The value date is the day on which the bank begins counting interest for credit and debit items.
Using bank payment slips with reference numbers (BESRs) streamlines control of incoming payments and accounts receivable accounting, making it significantly easier.
The procedure is based on the use of payment slips that can be read optically and include identification of the payer in the reference number in the encoding line. Credit Suisse produces a standardized credit record that can be processed automatically using commercially available accounts receivable programs.
Unfortunately, if you receive a cash payment made using a red payment slip at the post office counter, we are not able to display the details directly in the transactions. Details are available at a later time as an e-document or paper record.
Your bills are available to you for a maximum of three months after payment. We recommend that you save a copy of your bills yourself.
This is quite simple for users of Online Banking: In order to receive your bills electronically, register in Online Banking under "E-Bills" for this service, as follows:
- Accept the terms and conditions
- Register with PayNet
- Register with the billers
Register with the corresponding biller in Online Banking. You will then receive their bills in paper format again.
E-bills are available to all clients domiciled in Switzerland. Address information can be changed under "Payments," "E-bills," "Administration" > "Profile." Please report name changes by telephone using the Online Banking hotline.
The account balance display in the portfolio shows the balance information as of today / the settlement date. The account list and the general overview also show entries with future booking dates and provisional entries. This can result in different account balances in different areas. However, by looking at the entries in each account, you can easily see which entries resulted in which account balance.
Either the current average price (real-time view) or the average price on the evening of the chosen valuation date is used for the valuation. A valuation takes place every evening from Monday to Friday as part of the end-of-day processing. The historical prices at the weekend correspond to the final prices on Friday, except when it is the end of a month. If it is the end of a month (last day), a valuation is always made additionally as part of end-of-day processing.
"Asset Allocation" shows the asset categories and currencies in which the portfolio assets or safekeeping account assets are invested.
Sector analysis and the analysis by debtor category shown on this page tell you in which sectors the assets are invested, or in which debtor categories the par value of the portfolio / safekeeping account is invested.
The country analysis shows the countries in which the portfolio assets or safekeeping account assets are invested.
The maturity analysis indicates when the nominal values are likely to mature. A distinction is made between maturities of more than or less than one year. On this page, you can also see the anticipated income (e.g. expected dividend payments), if you use the maturity analysis with real-time valuation (select valuation type under the Positions menu item).
Please contact your relationship manager. He or she will be able to activate your authorization.
You can see the most recent values by choosing "Real-time positions" and recalculating. The selected option will be saved for future use in each portfolio / safekeeping account. Depending on the security, the values shown are real-time, delayed, from the previous day, or older. You can see the source of the price and the delay by moving the mouse over the "Last Price" or "Price" field. The information is also available in the detailed pop-up window.
Regulatory reasons prevent us from offering and providing details of all funds on the internet. Please contact your client advisor for more information.
The portfolio shows safekeeping account positions and the assigned accounts (including precious metals and money market accounts), forward transactions, and options for precious metals and foreign exchange. The safekeeping account shows you only the positions with a Swiss Security Number / ISIN. Under Portfolio/Safekeeping Account, you can choose whether you want to see/analyze the full portfolio or just the safekeeping account positions included. To do this, choose the option "Display safekeeping account positions only" and then recalculate. To make changes to the portfolio elements, please contact your client service team.
Market order: A market order is performed at the best possible bid or ask price in the order book when the order is received.
Limit order: With a limit order, the client defines the purchase or sale price for the securities.
On-stop order: As soon as the trigger price is reached, a stop limit order becomes a normal limit order. An on-stop order is a purchase order, which must be executed immediately once the security reaches a certain price level. As soon as the trigger price is reached, the market order is executed.
Stop-loss order: A stop-loss order is a limited sell order. As soon as the trigger price is reached, the order is converted into a market order and executed at the next best price.
Stop limit order: As soon as the trigger price is reached, a stop limit order becomes a normal limit order.
It is possible to enter a limit for investment funds that are processed on the secondary market (official trading on the stock market). It is not possible to enter a limit for investment funds that are processed on the primary market (bought/sold from an issue or redemption).
Each fund has its own daily time limit (cut-off time for sending orders) depending on the market and processing. The time limits for order entry are shown in Fund Lab (credit-suisse.com/fundlab) under "Trading Information".
The following types of securities are allowed with Online Banking:
- Investment funds
- Call and put options
E-documents are digitally signed bank documents in electronic form. They are identical to the paper versions. You can receive your banking receipts and documents electronically as PDFs in your Online Banking. This allows you to easily save, copy, or forward the receipts. By using less paper, you are doing your part to protect the environment.
- They are easy to manage and can be stored, copied, and forwarded very simply
- As the records are not sent by post, they are available more quickly
- E-documents remain available in Online Banking for three years
- The digital signature confirms that the electronic documents were created by Credit Suisse and have not been altered
- Large selection of documents available
- Receipt of electronic documents is free of charge
If not deleted by the user, documents remain for three years in the document box in Online Banking. Clients are personally responsible for complying with legal safekeeping requirements.
If the contract is canceled, then all documents will only be sent by post. All unopened records of the previous 30 days will also be sent by post. Unopened records older than 30 days will not be printed. Clients should save or print older records.
You can use the icon on the welcome page (bell) to immediately see whether new e-documents are available and access them directly. You can also access e-documents by going to "More > E-documents" in your e-document box.
In the "Product Offering" section, you will find a number of online applications for Credit Suisse products. You can use them to apply, for instance, for one of our Bonviva Banking Packages, a new savings account, or a 3rd pillar pension account from the comfort of your home.
Under "Assets > Cards" you can find information on your Bonviva credit cards online.
Yes, all transactions on your Bonviva credit cards are displayed via Credit Suisse Direct app. You can select individual entries and have additional details displayed.
At present, Online Banking shows Bonviva credit cards, meaning those that belong to a Bonviva Platinum, Bonviva Gold, or Bonviva Silver Package. The principal cardholder can see their primary card and all related additional cards, including the transactions, in Online Banking. At this time, additional cardholders cannot access their additional cards in Online Banking. Please ensure that you are the principal cardholder.
You can find the emergency phone numbers for your Maestro card and credit cards at: More → Contacts & Support.
All transactions performed today can be seen in Online Banking in two working days.
Yes, you can find this option if you are logged on at: More → Settings.
A major risk sometimes faced by card users is skimming, or the copying of card data at manipulated ATMs and fraudulent cash withdrawals. The cash is usually withdrawn in countries where the security standards for ATMs are poor. You can therefore select your own country settings in Online Banking. You decide in which countries your Maestro card should be blocked or authorized and thereby limit the potential for fraud.
Yes, the following countries are not included in the list of countries: Iran, Syria, Cuba, Myanmar, Sudan, and North Korea. These countries have no acceptance points for Maestro cards and are therefore not included in the list of options for country settings.
The mortgage overview can be found under "Mortgages" in the "Portfolio" menu item.
- Fix mortgage (2–12 years)
- Forward fix mortgage (2–12 years)
- Flex rollover mortgage (1–3 years framework term)
For other terms, please contact your client advisor.
For the time being, only a conversion from a Fix to a Forward fix mortgage (or vice versa) is possible.
The Flex rollover mortgage can only be extended to the end of the framework term. For extensions, the new framework term (1–3 years) and the standard tranche term for the entire framework term (1, 2, 3, 6, 12 months) can be chosen.
The mortgage interest rate forecasts of our experts can be found under the "Define term and interest rate" tab.
Your online interest rate is tailored to your personal client profile.
You will find information on your regular direct repayments.
The following information is displayed:
- Amortization type
- Next due date
- Amount due
- Debit account (if available)
- Any suspensions
Yes, the amount is automatically taken over by the extended mortgage and may not be adjusted. All future repayments are already taken into account. If you wish to make an adjustment, please contact your client advisor.
Yes, all amortization details will be transferred. If you would like to make a change to the amortization, please contact your client advisor.
Once you click on "Conclude extension" and the confirmation of your mortgage extension appears on the screen ("Thank you for your mortgage extension"), a binding product agreement is concluded between the borrower and the bank.
The online extension is binding. For premature repayment before the end of the agreed term or the overall term, there may be a lump-sum penalty for administration and expenses, plus a substantial early repayment penalty (see the detailed rules in the applicable framework agreement for mortgage-backed credits).
In the comments, you will see the note "Extended".
a. Your current mortgage cannot yet be extended. Depending on the product, an extension is possible up to a maximum of 24 months in advance.
b. We review the framework conditions and possibility of an online extension for you and provide you with a corresponding selection in Online Banking.
No, only the borrower in person can extend mortgages online.
Only co-owners of a joint banking relationship who have sole signatory authority can extend mortgages online. Co-owners of a joint banking relationship with only joint signatory authority are not permitted to extend mortgages online.
It is possible that the client relationship on which the mortgage runs has not been activated in your Online Banking Agreement. Please contact your relationship manager to make the adjustment.
You can call up market data in the new Credit Suisse Direct either publicly or on our secure network using the following methods:
- After Online Banking logging on, access Market Data under the menu item labeled "Market Data & Research."
- Using the mobile phone and tablet app, immediately upon logging on -> On the login screen, please click on the burger icon (three lines) in the upper left, and then select the "Market Data" menu item.
- After logging in using the mobile phone and tablet app, access the data under the "Market Data & Research" menu item.
You can also continue to access market data through Classic Online Banking in parallel with Credit Suisse Direct.
The market data solution in the new Credit Suisse Direct provides a quick and simple overview of relevant markets, indices, currencies, commodities, precious metals, news, and financial instrument prices via online, tablet, and mobile banking. Furthermore, the detail pages for the indices and individual financial instruments (e.g. equities, currencies, commodities, bonds, etc.) contain additional information such as charts, performance, tops/flops, KPIs, and news.
The new market data does not encompass the same information as previously offered under Direct Net. The data offered may vary in terms of financial instruments or financial information. This is the reason why Classic Online Banking and its market data solution will remain available in parallel for some time.
The world map provides a quick visual overview of the situation of the most important equity markets around the globe or specifically in the regions of Europe, America, and Asia. If you select one of the active countries with your mouse, a chart of that country's index (e.g. the SMI in Switzerland) will be displayed. By clicking on the country, you will be shown more index details.
Market data on the individual primary markets and indices available for each country can either be displayed and clicked on via the world map on the market data overview page or viewed in the menu under "Markets" together with other secondary indices. If you select an index, you will be shown additional information on that index, such as a chart, tops/flops, performance, and – for select indices – the associated equities in the list of securities.
There may be a number of reasons for that.
- The instrument/market/index is not activated in our system and therefore not displayed.
- Applicable regulations prevent us from showing the instrument/market/index online.
- The market data universe offered through the new Credit Suisse Direct will be developed gradually and differs from the old market data universe in Direct Net.
Please contact your Relationship Manager for more information, or perform a search using the Classic Online Banking.
Within the market data, you will see various abbreviations used to identify financial instruments.
ISIN: ISIN is the abbreviation for "International Securities Identification Number." This internationally used abbreviation (alphanumeric) is used to identify a financial instrument anywhere in the world. Many financial instruments can be searched for (via online search, for example) and found based on their ISIN.
Swiss Security Number: The Swiss Security Number ("Valorennummer" in German) is the number used mainly in Switzerland to identify financial instruments.
At present, the commodities listed in Credit Suisse Direct consist of precious metals. However, we are working to expand our offering gradually over time.
As an alternative, or if need be, we still offer additional information on commodities in Classic Online Banking.
The watchlist function is currently offered exclusively in the Credit Suisse Direct mobile phone and tablet app. You will find the publicly available watchlist (prior to logging in) in the app by clicking on the burger icon in the upper left and selecting "Market Data" and "Watchlist" or in the secure area (after logging in). There, you can create one or more watchlists. To transfer securities to a watchlist, click the "Watchlist" button on the detail page of the security under "Market Data," and enter the number of equities and the purchase price. Then save them under your chosen watchlist.
The watchlist is stored directly on your device.
This function is currently not available in Credit Suisse Direct online banking. If necessary, please use this function directly in Classic Online Banking.
The currency converter is currently offered exclusively in the Credit Suisse Direct mobile phone and tablet app. You will find the publicly available currency converter (prior to logging in) by clicking on the burger icon in the upper left and selecting "Market Data" and "Currency Converter" or in the secure area (after logging in) by clicking on the currency converter under "Market Data & Research." Then, please select the input currency (e.g. CHF), which will be converted to the currencies indicated (e.g. EUR, USD, GBP, etc.).
Research (Investment Strategy)
Research (also called Investment Strategy) is a multifaceted range of information offered through online and tablet banking, with Credit Suisse experts making publications, recommendations, and economic information available to clients free of charge.
The range of analyses encompasses daily, weekly, and monthly reports on Swiss and international developments and trends that can affect markets, investments, and investment strategies. Credit Suisse analysts also provide their views and forecasts so you can gain insights for assessing your investments. As an added reporting bonus, analyses by Credit Suisse's Investment Committee give you a concentrated view of the markets and individual core asset classes (Investment Strategy & Risk).
Research publications in online and tablet banking are offered in German and English. Some are available in French, Italian, Spanish, Arabic, and Chinese. If the respective report is not available in your language, you will be shown the English version.
Credit Suisse Direct App
We make it a priority to provide the highest level of security for the development and use of all technologies and end user devices.
Data transfer is protected by standard, current encryption methods. You can verify the server certificate during the login process (lock icon in the navigation bar). Once you have successfully logged in, the lock icon in the navigation bar shows you that you are in a secure environment.
No, your personal data (if you are logged in) cannot be stored or saved by Apple or Google.
Before users can download an official app, they must register in the store by providing their address. This means that Apple Inc. or Google Inc. knows when somebody downloads the Credit Suisse Direct app. This may imply the existence of a current, past, or potential business relationship between the user and a company of Credit Suisse Group AG.
No, Credit Suisse does not create movement profiles. Your device's location service is only used to show your nearby Credit Suisse locations.
Yes, you can log in to the system. Please note that you must have at least two devices to set up your login for SecureSign.
The information you store will be kept in a secure area of the Credit Suisse Direct App. Therefore, we suggest that you use PIN protection to secure the app. This makes it impossible for someone to open the app and use your user ID unless they know your PIN code. If you would like to save your user ID and password, PIN protection is mandatory. With Touch ID / fingerprint, you can easily use your fingerprint to log in securely once you have saved your login credentials on your device.
Please call our support team immediately to block your login credentials and to discuss what to do next. Be sure to report the loss of your smartphone to your mobile phone provider as well so that the SIM card can be blocked.
You can enter an incorrect PIN code more than once. After ten incorrect entries, the saved data will be deleted and the app will be reset. You can also delete the app and download it from the store again.
- iPhone 4S and higher with iOS 9.x and higher
- iPad 2 and higher with iOS 9.x and higher
- Android smartphones/tablets with OS 4.4 and higher
The Credit Suisse Direct app is only available for iPhone/iPad (iOS) and for devices with the Android operating system. You can also log onto other operating systems from the browser. However, you need another mobile device to log in with SecureSign.
For legal reasons, we cannot make the Credit Suisse Direct available in all countries in the app stores. Please note that the Google Play Store uses any credit card or addresses on file for selection of the country store. If you have any problems or questions, please contact our support center.
For security reasons, we distribute the Credit Suisse Direct app only via the official Apple and Google channels. Therefore, the app can be downloaded only from the respective app stores.
Note: It is important that only an original device is used, which was bought from an official dealer, and that no apps have been downloaded from untrustworthy sources.
The latest security guidelines are available at credit-suisse.com/security
- Only using means of identification in the Credit Suisse Direct app
- Only using the app with an original device
- Keeping the operating system updated
- Only using the latest version of the Credit Suisse Direct app
- Exercising caution when entering and/or registering mobile phone numbers anywhere on the internet (phishing pages).
- Looking out for the secure connection symbol in the app during or after login
- Using the automatic blocking function on your device
- Always handling means of identification such as user ID, password, SMS code, etc. with care.
- Never clicking links in emails that ask you to provide confidential data (e.g. user ID, SMS code) (Credit Suisse will not request means of identification electronically).
- Being careful when opening SMS and MMS messages from unknown senders. Both of these types of message may contain harmful programs (e.g. Trojan horses) that can integrate themselves into your mobile phone.
- Regularly checking the movements in your accounts and safekeeping accounts. If you have any doubts, you must contact one of the Online & Mobile Banking support offices immediately.
A QR code (QR stands for "quick response") consists of a matrix of black and white squares. It is easy for electronic devices to read, and can store any type of information. Smartphones and tablets have a built-in camera and are fitted with software that makes it easy to scan and interpret QR codes; their area of application is being continually expanded.
You can use the following payment types with the Credit Suisse Direct app payment function:
- Scan orange payment slips
- View and approve electronic bills
- Send and receive QR payments
- Issue all standard payment types at home and abroad
- Make account transfers
- Approve individual payments.
- Hold the encoding line at the very bottom of the orange payment slip in the scanning area of the Credit Suisse Direct App
- Hold the device as level as possible and keep it steady until the encoding line is automatically detected
- During the scanning process, do not touch the display or press any buttons. The scanning process ends automatically as soon as the reference number has been successfully recognized
- Good lighting conditions are essential for a quick scanning process.
Yes, all payments made in the Credit Suisse Direct app can also be accessed in Online Banking and processed as needed.
- A QR payment is a payment from bank account to bank account within Switzerland. The recipient information is transmitted by a QR code. This eliminates the need to manually enter IBAN and recipient information
- The QR payment is free of charge for both the sender and the recipient (exception: express payment)
- Credit Suisse places no limits on the number of QR payments or the amount of the transaction
- Payments are possible to accounts at Credit Suisse and all bank accounts in Switzerland, provided the recipient's bank also offers QR payments.
In order to execute the QR payment successfully, the following recipient information is stored in the QR code:
- Recipient's name and address
No further information about the sender and the recipient is contained in the QR code.
You can configure the push notifications feature to have us send notifications to your smartphone and/or tablet. For instance, you can be notified of entries on your account or of new e-documents without having to log in.
You can sign up for the following notifications:
- Account entries (with limit for credits and debits)
- Account balance (with upper and lower limits)
- Regular balance notification
- New e-documents (for all documents or for individual document types)
After logging in, you can find the settings for this feature here: More > Settings