General Information

FAQ on Online Banking

Online Banking


How can I save certain settings (grouping or period) for bookings as the default?  

The selected settings are automatically saved for the most important fields, and remain valid until you change them.

Which bookings can be seen under "Booking entries - Account details"?

"Booking entries" shows the bookings on your account. The default setting shows you the bookings for the last 30 days. You can also choose a different period or number of bookings on the bookings page itself. The selection is saved for later Online Banking sessions.

Where can I find the IBAN, BIC/SWIFT, or clearing number for one of my accounts?

The IBAN is shown on all pages in the account area. The BIC is displayed in the upper section of each account details page. To display the clearing number, select "Show All Details" at the top of the account details pages.

What are provisional bookings?

Provisional bookings are advance notices of items which are not yet definitively booked and can therefore still be changed. However, since these provisional bookings also apply to the balance, provisional cash receipts can also be obtained at ATMs.

How can I export the bookings from a specific month to Excel?

There are two possible options:

1. Select the required account, and choose "Search Bookings" in the left navigation menu. Then use the time period as the search parameter. When the results are displayed, click on the "Export" button under the bookings found.
2. Select the desired account from the account list. Select "Current month" to the right above the displayed bookings, and click the "GO" button to confirm. Now you can scroll backward and forward by month under the displayed bookings. When the desired month is displayed, click on the "Export" link.

Why can I not see any details for incoming payments?

If you find a booking with the text "Payments" and "Global credit according to separate display", your account is set up in such a way that bookings of the same type are summarized. If you want to change this and to have each credit booked separately (including the sender's details), please contact your Relationship Manager.

Can I include interest detail?

You can make a request to your Relationship Manager, if you want interest details displayed. As soon as interest details are switched on for you, you can include these under “Accounts & Assets” in the account list by clicking on “Edit Table” and placing a tick next to interest in the pop-up window.

Assets/Safekeeping Account

What is the difference between a portfolo and safekeeping account?

The portfolio shows both 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 only positions with a “Security Number/ISIN”. Under “Portfolio/Safekeeping Account” you can choose whether you wish to see/analyze the full portfolio or just the safekeeping account positions. To do this, choose the option “Display safekeeping account positions only” and then recalculate. To make changes in the portfolio elements, please contact your relationship manager.

How can I order a statement of investments

Select the “Order Statement” tab under “Portfolio/Safekeeping Account”, and select the appropriate portfolio/safekeeping account. Confirm with “Go” and use the “Order” button to confirm the request. The ordered report will be sent by post or as an e-document, depending on mailing instructions.

Why do I sometimes see different account balances in
Portfolio/Safekeeping Account and Account?

The account balances in "Portfolio" show net information as of today/as of the record date. Bookings for future dates and provisional bookings are also included in the "Account list" and full overview. This can lead to different account balances appearing in different areas. However, it is easy to determine from the bookings in the appropriate account, which bookings are included in which account balance. 

What price is used to convert foreign currency positions?

For valuation, either the current average exchange rate (real-time view) or the average exchange rate on the evening of the chosen valuation date is used.

Please note that the average foreign exchange rate is used. Consequently the information is for reference purposes only and may differ from the actual value. 

What information can I find in "Asset Allocation"?

"Asset Allocation" shows the asset categories and currencies in which the portfolio assets or safekeeping account assets are invested.

What information can I find under "Sector Analysis"?

The sector analysis and analysis by debtor category also included on this page show the sectors in which the assets are invested and the debtor categories in which the nominal assets of the portfolio/safekeeping account are invested.

What information can I find in the "Country Analysis"?

The country analysis shows the countries in which the portfolio/safekeeping account assets are invested.

What information can I find in the "Maturity Analysis"?

The maturity analysis shows when the nominal assets are likely to mature. Maturities of more than or less than one year are differentiated. You can also see forecast income on this page (e.g. expected dividend payments).

How can I acces the portfolio, if I can only see the safekeeping account?

Please contact your Relationship Manager, who will be able to activate your authorization.

How can I print pages in Portfolio/Safekeeping Account?

Use the PDF button, which you will find at the top and bottom of the page on the right-hand side. Depending on the asset classes in your safekeeping account, individual pages can contain a large amount of information. To allow you to print this as well, the information is displayed in a reduced print version. The "Show All Details" link takes you to the page with all the detailed information.

Where can I check the current value of my securities in Portfolio/Safekeeping Account?

You get the most recent values by choosing "Real-Time Positions" and recalculating. The selected option is saved for future use per 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 appropriate delay by moving the mouse over the "Last Price" or "Price" field. The information is also available in the detailed pop-up window. 

Why am I unable to trade with one fund usuig Online Banking even though it is in my safekeeping account?

Regulatory reasons prevent us from offering and providing details of all funds on the internet. Please contact your Relationship Manager for additional information.


How do the payment templates work and how can I set them up?

You can create a template for recurring payments with different amounts or payment dates. The easiest way is to save the beneficiary information when entering the first payment under “Single Payments”. Then select a folder from “Save as Template” before clicking on “Next”. You can save and manage these templates in folders you create yourself. You can then modify and
execute future payments simply by going to “Manage Payments” and “Templates/Lists”. The template is always stored under the beneficiary’s name.

How can I permanently change the account to be debited for payments?

Online Banking always takes the first account as the account to be debited for payment orders. You can choose a different account as the standard account to be debited for payment orders by going to “My Profile” and then “Settings” and “Payments”.

Up to what poin can I issue and change/delete a payment order in Online Banking?

Account transfers can be issued up to 21:00 on the day of execution free of charge. Payment orders can be issued up to 07:00 on the day of execution. Payment orders for single execution can be modified or deleted up until 24:00 on the day before execution.

How can I change or delete a payment?  

Payments entered in Online Banking can be modified or deleted directly in the “Administer payments” menu under “Payments overview”.

Can I make a transfer from my savings account?

You can only debit your savings account in Online Banking with an internal transfer to another account. The account to be credited must be included in the same Online Banking contract.

How much does a payment cost?

Charges for Online Banking payments for private clients/corporate clients can be found in the Table of fees and commissions.

What is important when making an international payment within the EU/EEA?

Follow the SEPA transfer standards for economical payments within the EU/EEA:

EUR transactions within the EU/EEA region
IBAN (International Bank Account Number) of the beneficiary
BIC (Bank Identifier Code) or details of the beneficiary bank for payments outside Luxembourg
No payment routing parameters
No message to the bank
“Shared Charges” option (Shared, SHA)

I want to check the details of an old payment for which I gave instructions in Online Banking. What do I do?

Payment instructions can be viewed for 45 days in Online Banking under “Administer Payments”. All older payment details can be requested from your Relationship Manager.

What is the difference between execution day and value date?

Execution day refers to the day on which the payment order is processed. The value date is the day from which interest is calculated for debit and credit items.

What is the function “Show/Hide Process”? (for corporate clients only)

This function allows you to see which user issued, modified, approved or deleted an order and when. “Show Process” displays this information, and “Hide Process” conceals it again.

Securities Trading

Which types of securities can be traded using Online Banking?

The following types of security are allowed using Online Banking:

Investment funds
Call and put options

What does a securities order cost?

The cost of a securities order varies according to the volume, stock exchange, and type of security. You will find an overview of prices in the Table of Fees and Commissions.

What do different types of orders mean?

Market order A market order is executed at the best bid or ask price available on the order book at the time of entry.

Limit order With a limit order, the client sets a price for the purchase or sale of 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 the security reaches a certain price level. As soon as the trigger price is reached, the order is executed at market.

Stop loss order A stop loss order is a limited sell order. If the trigger price is reached, the order is converted into a market order and executed at the next best price.

Stop limit order Once the trigger price is reached, a stop limit order becomes a standard limited order.

Can securities orders for investment funds be input with a limit?

It is possible to enter a limit for investment funds that are traded in the secondary market (officially traded on a stock exchange). It is not possible to enter a limit for investment funds that are traded in the primary market (purchase/sale of a new issue, or issues/redemptions).

By when must I input an order for an investment fund in the primary market?

Each fund has its own specific daily time limit for the acceptance of orders, which is set by the market and settlement. The time limits for order entry are listed in “Fund Lab” under “Purchases & Sales”.

Can an order for an investment fund in the primary market be canceled?

No, these cannot be canceled via Online Banking.

Market Data

What information can I access under Market Data?

Under Market Data, you can find securities investments of almost 200 stock exchanges with all relevant financial information, charts.

Which stock exchanges are displayed with real-time quotes?

We offer three stock exchanges with real-time quotes: SIX Swiss Exchange, SIX Swiss Exchange Blue Chip, and Scoach. 

Why can I not find the financial instrument that I'm looking for?

If a financial instrument is not activated in our systems, it will not be shown in our application. It is also possible that regulatory reasons prevent us from providing details of some financial instruments online. For additional information, please contact your Relationship Manager.

What is the "Swiss Security Number"?

This is the security number that is used in Switzerland to identify a financial instrument.

What is the ticker?

The ticker is a code used on a stock exchange to identify a financial instrument. Each stock exchange has its own ticker for each financial instrument.

What is the ISIN?

ISIN is the abbreviation for International Security Identification Number. This alphanumeric code is used to identify a financial instrument worldwide.

What is a RIC?

RIC is the abbreviation for Reuters Identification Code. This code, specific to Reuters, is generally composed of a company identifier code and a stock exchange code, separated by a point. Example: CSGN.VX is the RIC for Credit Suisse shares traded on the SWX Europe Limited exchange. For an index, the RIC always starts with a decimal point, followed by an abbreviation. Example: ".SSMI" is the RIC for the SMI.

Security & Login

Where can I find information on security in online and mobile banking?

At you will find current security information including a link to, where there are numerous recommendations (e.g. Protection from Phishing5 Security StepsSecure Passwords, Firewall Activation or Windows Update, etc.) to ensure the best possible security in online and mobile banking. 

Which browser is best suited for Online Banking?

Here is the relevant information on our recommendation.

How do I create a restricted user profile? 

You can further improve your security by using a restricted user profile (without admin rights) when surfing the internet and using Online Banking. You can create a restricted profile under "Start" ⇒ "Control panel" ⇒ "User accounts" → "Create new account" → "Restricted" → Open "Create account" (Windows XP).

How does contract grouping work? Do I have to input a second SecurID number per contract?    

No. The second ID is required per Online Banking session, irrespective of the number of attached Online Banking contracts.

Customer Center


What are e-documents?

You can receive your banking receipts and documents electronically as PDFs with Online Banking. This allows you to easily save, copy, or forward the receipts. The receipts will also be available for 24 months in Online Banking unless you delete them.

What are the advantages of e-documents?

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 are available in Online Banking for two years
Large selection of documents available

How long are e-documents kept for?

If not deleted by the user, documents remain in the e-documents inbox of Online Banking for 24 months.

What happens to my e-documents if the Online Banking contract is canceled?

If the contract is canceled, then all documents will only be sent by post. All non-opened records of the previous 30 days will also be sent by post. Non-opened records older than 30 days will not be printed. Clients should save or print older records.

Can new copies of records be ordered?

Records can be re-ordered as hard copies from the Relationship Managers. A charge may be made for dispatching hard-copy records. Records that have been deleted by the user cannot be re-sent electronically.

How can I access my document box?

You can follow the link to your e-documents on the welcome page of your document box, or alternatively, via the Client Center -> e-Documents -> Document box. If you have unopened e-documents in your document box, these will then be displayed on the welcome page and you may access them directly from there.

My profile

How can I use the settings to customize my own pages in Online Banking?

Under “My Profile” you can find the two areas “General Options” and “Area Options” that allow you to personalize specific settings in Online Banking.

What are pending items?

Personal pending items may be: 

Payment orders for authorization after login
Corporate actions for processing
Pending items can be activated as the starting page after login. 

How can I change my password?

The password can be changed under “My Profile” and “General Options”. However, if you have forgotten your password or there is an error, please contact your Relationship Manager.

How do “My Links” work?

Once your links list has been activated, it appears at the top of your main navigation bar, allowing you to reach the screens you want even more quickly.

What are “User Rights”?

Only the access rights of other users in the same contract group as the user who is logged on are visible.

As a user with collective issuing rights, you can also see which users from the same contract group also have collective issuing rights. You can do this while inputting a payment or after transmission (also see the “User Rights” link after “Send”).

If a previously entered payment was modified or approved, you will also see which users from the same contract group have collective issuing rights (see link “User Rights” after “Send”). The user who is logged in is not included.

How do I know who is authorized for my separate contracts?

You can review this in Online Banking under “Contracts/User Rights.”


What can I do in Settings?

You can use this area to configure individual settings for your Online Banking.
Default setting for accounts:

  • You can use this option to choose which account you want to be displayed first when calling up a detail page (e.g. Bookings)
  • Preferred balance: The balance selected in this option is displayed in the upper selection of the account detail pages. This is used to calculate the balance preview.

Default setting for safekeeping accounts

Default safekeeping account: You can use this option to choose the safekeeping account to be displayed first when calling up the Safekeeping Accounts page in the Accounts & Assets area.

Default setting for assets

Valuation currency: You can use this option to specify that the market value on the overview page should be displayed in a currency other than Swiss francs.

Conditions & General Information

What conditions must be met in order to be able to use Online Banking?

  • Account at the bank
  • Online Banking contract with the bank
  • Personal computer
  • Fast modem or ADSL connection
  • Access to an internet provider
  • Internet browser (e.g. IE, Mozilla, or Safari)

How can users be adapted/deleted?

Changes/additions can be requested by authorized signatory account holders. Please contact your Relationship Manager.

Secondary Content