Frequently Asked Questions About debiX+

3-D Secure is a security standard for online payments.

When making an online purchase, a risk check is performed in the background. If additional authentication (confirmation by the card holder) is required to complete a transaction, you will be asked to confirm the payment using the debiX+ app or an SMS code. 

Many online stores require 3-D Secure.

If you use the new debit card for online purchases, we recommend registering with 3-D Secure – provided your bank supports it. 

To register, you need your bank’s debit card, the debiX+ app on your smartphone, and the registration code (OTRC).

Proceed as follows:

• Download the app.
• Register.
• Add your debit card. To do this, enter the card data and the registration code (OTRC) you received from your bank. 

Not all online purchases have to be additionally confirmed with the app. This depends on the merchant, the amount and the card holder.

Reasons for this include:

• The merchant does not use 3-D Secure.
• If you buy from the same online merchant on a regular basis, you may not be required to confirm your transactions any further based on your payment history.

If the debiX+ app is unavailable (no network reception, uninstalled), you will usually receive an SMS code. Please do not share this code with anyone.

The sender of the SMS message is “3-D Secure.” Besides the SMS code for the payment, you will also see the amount, currency and merchant information. 

There are various reasons why a transaction cannot be executed:

• Technical error
• Wrong password entered in the app
• Biometric data in the app was not recognized several times
• SMS code was entered incorrectly on the website
• The risk check we performed in the background (over 200 rules) resulted in the transaction being canceled

Try again or contact your bank’s customer support.

You will receive push notifications about transactions on all devices where you have the app installed and where you logged in.

For security reasons, notifications asking you to check and confirm a payment are only ever sent to the “active device”, i.e., where you last logged in.

If the debit card is blocked, it cannot be debited. The payment will not be made even if you have confirmed this payment with the debiX+ app.

If the payment was made successfully, you will see the debit as an entry in the transaction overview in the app. Payments that have been declined or are unsuccessful are not displayed in the transaction overview.

Rejected payments are not displayed in the transaction overview.

Unfortunately, this is a known bug that will be fixed with a new release in mid-November 2023. In the meantime, simply log in to the debiX+ app before making an online payment. You will then see the confirmation screen and can confirm the payment.

With your e-mail address/password and SMS security link or with your biometric data (fingerprint/Face ID/Touch ID). You need to make sure that you can receive the SMS message to the mobile phone number you have registered on the device.

Directly in the app via “Profile” and “Login and security.”

If you have not yet recorded biometric data, you can do so in the device settings. 

• Check your device’s network reception.
• Make sure that the flight mode is not activated.
• Check the settings of your network provider if you are abroad and make sure that:
  - SMS messages can be received abroad.
  - Your network provider allows SMS messages from short numbers abroad.
• Request a new security link via “Request new security link”.
• Wait a few minutes as the delivery may be delayed.
• Contact your bank’s customer support if the problem persists.
• You need to make sure that you can receive the SMS message to the mobile phone number you have registered on the device.

Yes, you can use your e-mail address and password to log in on another device. On the other device, make sure that you can receive text messages to the mobile phone number stored in your debiX+ profile.

Note: Only one user can log in per device at a time. If another user is or was already logged in, you will need to reinstall the app to be able to log in.

If you have clicked on the wrong security link in the SMS message or entered your password incorrectly (in combination) too many times, your account will be locked for security reasons. Your account will be locked for a short period of time (a few minutes) and you will receive an e-mail when you can log in again.

Contact customer support if your account has been locked but you have not received an e-mail message.

Click on “Login with password” and then “Change password?”

Enter your e-mail address so that we can e-mail you a confirmation code with the subject “Change password.” Make sure that the actual sender is noreply-debix@six-group.com. Enter this code in the app. You can then set your new password and log in.

It happens for security reasons:

• Biometric login failed multiple times
• Biometric settings on your device
• Your user account is blocked
• System precaution

Check in the app if biometrics is really switched on: Profile > Login and security > Setup biometrics > Switch to the right (dark grey).

So that you can benefit from the latest features and for security reasons. If an update is necessary, you will receive a prompt when you log in to the app. 

You receive it for security reasons.

If this was not you, change your password immediately on the login page in the “Change password?” section. Make sure that you opened the debiX+ application first.

If you see transactions in the debiX+ application that do not belong to you, please do the following:

1. Remove all cards from your debiX+ profile under “Card” in the “Options” menu, “Remove card”.
2. Call the customer support at the number on your debit card or in the debiX+ app under “Block Card” and have all of your cards blocked. Customer support will be able to explain the next steps to you.

Important: You will need a new OTRC code to be able to save your replacement card(s) back in the debiX+ app and to confirm online payments with it.

Make sure that you can open the security link in the debiX+ app.

iOS: Press and hold your finger on the LINK received via SMS. A pop-up window will then open. Now select "Open in debiX+".

Android: Under "Settings", "Apps", "debiX+", select "Set as default" and activate "Open supported links" (from Android 12).

Navigate to "Profile" to select the "Reset App" function. Your login and debit card data will remain intact. If that didn't help, please call customer support. You can find the number on the bank's website.

When you see the “Add Card” button in your app, you can easily add the card to the wallet. The advantage is that you do not have to enter the card data from the app. After that, you can pay with the wallet instead of the physical card.

Requirements: Your bank offers this service and your phone supports Apple, Samsung, or Google Wallet.

Do you have an Apple Watch or Android wearable that connects to your smartphone? The button does not disappear until the debit card is saved in the wallet on your smartphone and wearable.

Yes, the digital card in the wallet will remain active. You can continue to pay with the wallet.

No, this is not possible because the digital card is also blocked.

Usually, you can continue to pay with the digital card in the wallet.

If it does not work, add the new debit card to the wallet again.

Yes. Proceed as follows:

1. Go to “Options”
2. Click on “Digital debit cards”
3. Click on the digital card you want to delete
4. Click “Delete” and confirm the deletion

Yes, you can withdraw cash from the ATMs with all wallets.

Hold your wallet or wearable device up to the NFC panel on the ATM. Enter your physical debit card PIN at the ATM and select the cash withdrawal option. Cash withdrawals are only available in CHF.

Currently, you can use the two functions: “Cash withdrawal in CHF” and “Balance query.” 

The “Balance query” function displays the current limit of the debit card.

To change or unblock your PIN, you must insert the physical debit card into the ATM for security reasons.

If you save your debit card with Netflix, for example, or in a wallet such as Apple Pay for mobile payments, your debit card will automatically be digitalized. This may also be the case when paying in an online shop or for other subscription services.

It eliminates the need to type in your card details when you make purchases, saving you time. You can also use the debit card for recurring payments.

When the debit card is digitalized, the sensitive card data is encrypted and turned into a type of “secret code” known as a token. To protect against misuse or data theft, only the token is saved instead of the sensitive card data. It can then be used to process future and/or recurring transactions.

Find out more on our digital debit cards page.

Either your digital debit cards have been deleted or you have not saved your digital debit cards with any online shops or wallets that offers the digitalization process.

STRIPE is an online payment service that performs payments for other online vendors. If you have a STRIPE digital debit card, your card is registered with an online vendor that uses this online payment service. In this case, we do not know the name of the vendor. 

1. Open the debiX+ app and select the debit card
2. Go to “Options”
3. Click on “Digital debit cards”
4. Click on the digital card you want to delete
5. Click “Delete” and confirm the deletion

If the digital debit card is deleted, then it can no longer be charged. Remember that subscriptions linked to a digital card remain valid.

Note: This process cannot be undone.

1. Go to “Options”
2. Click on “Digital debit cards”
3. Click on the digital card you want to block
4. Click on “Block”

If the card is blocked, then it cannot be charged. Remember that subscriptions  linked to a digital card remain valid.

You can unblock a digital card that you have blocked in the debiX+ app. After that, the digital card will work again.

You cannot unblock a digital card with the “blocked by bank” status yourself in the debiX+ app. Please contact customer support for further assistance.

In rare cases, such as suspected fraud, a digitalized card may be blocked by the bank. Contact customer support for further assistance.

Block the physical debit card. The digital cards do not need to be blocked. Payment with the digital card does not work because the associated physical card is blocked.

A wallet is a payment app that is used for mobile payments. You save the debit card once and can then pay using your smartphone or smartwatch. Further information can be found here.

By tapping this button, you can add your card directly to the “Click to Pay” service of Visa and Mastercard. “Click to Pay” is an online payment system of Visa and Mastercard. It allows debit card holders to make payments online without having to re-enter debit card information or shipping address each time. To use this service, you can add your debit card securely and digitally from the debiX+ app. “Click to Pay” increases both the speed and security of your online purchases, providing a more efficient and secure shopping experience.

Transactions you have made with your debit card in the last 100 days.

Examples include:

In-person purchases at a store

• Online purchases
• Cash withdrawals at an ATM
• Rental car or hotel reservations

If your debit card is saved in a wallet (e.g. Apple Pay) or with an online store, you will also see these transactions.

You can find a complete list of definitive bookings, including those older than 100 days, on your account statement or in your bank’s online banking.

Because you have not made any transactions after registering the card in the debiX+ app.

You can find the complete list of incoming and outgoing transactions as well as transactions older than 100 days on your account statement or in your bank’s online banking.

Currently, transactions from the last 100 days are displayed in the debiX+ app. The list is limited to a maximum of 200 entries.  

You can find the complete list of incoming and outgoing transactions as well as transactions older than 100 days on your account statement or in your bank’s online banking.

If you use your debit card to make a reservation with a hotel, airline or for a rental car, this transaction will be provisionally debited from your debit card. The final amount will be settled at a later date (usually a few days to weeks).

Note: If you extend a hotel stay, for example, the final amount may be higher than the original reservation. 

Reservations remain in the transaction list even if the final booking has already been made and the reservation is no longer valid. This is a limitation.

A reservation is made directly by the merchant. Contact the merchant directly regarding the possibility of cancellation.

You will receive push notifications about transactions on all devices where you have the app installed and where you logged in.

For security reasons, notifications asking you to check and confirm a payment are only ever sent to the “active device”, i.e., where you last logged in.

Please send us your change requests via the following web form:
https://www.six-group.com/en/products-services/banking-services/contacts/transaction-enrichment.html. They will be checked and adjusted shortly. You will be able to see any adjustments on new transactions.

As soon as the booked amount of a transaction is available, the transactions are displayed as "booked".

There are " provisional" and "booked" transactions in the app. A reservation is a "pending transaction" (e.g. for a hotel reservation).

You will not receive push notifications on your smartphone for the corresponding debit card when you use it to make a transaction.

However, you will still receive notifications for online purchases made with 3-D Secure.

Yes, you will still be notified to confirm online purchases. This assumes that the merchant supports 3-D Secure.

On the other hand, if you use the debit card to make another transaction (such as a payment at a local store or a cash withdrawal at an ATM), you will not be notified. You can always see a list of transactions in the app as well, regardless of whether you want to be notified or not. 

You can set up the amount at which you want to be notified by push under the card in the menu “Options” – “Notifications”  You can set the limit in increments of 10 up to CHF 1,000.

Our security systems monitor all transactions on your debit card in real time. If a transaction is classified as (potentially) fraudulent, your card will be blocked immediately and you will be notified immediately via push message. You can call up all notifications in the app in the inbox under "Profile".

Please check the transaction. In the app, you have the option of confirming whether or not you made the transaction yourself.

If you acknowledge the transaction, your card will be unblocked immediately. However, if you did not carry out the transaction, your card will remain blocked. You will need to order a replacement card.

If you do not respond promptly to a notification of a suspicious transaction, your debit card will remain temporarily blocked for security reasons. To ensure the protection of your account and prevent possible fraud, our customer service or your bank will try to contact you to clarify the situation.

You will receive an SMS notification if your debit card’s setting for online payment or region is not permitted, or if, during an online payment, it is determined that your debit card is not registered for 3-D Secure in the debiX+ app. In the settings, you must check the card settings (debiX+ app / online banking), or in the latter case you must request the registration code (OTRC) from your Bank (online banking or by phone). Afterwards, download the debiX+ app and use the OTRC to register your debit card for secure online payments.

Go to “Cards” and “Options” in the debiX+ app. You will find the “Remove card” option at the very bottom.

Click on “Profile.” Select the bottom item “Delete user profile.” Your debiX+ user profile and the associated data including 3-D Secure registration will be permanently deleted.

Your data will be irrevocably deleted. This process cannot be undone.

If you have debit cards on file, their connection to the user profile will be deleted and the cards will be deleted from the debiX+ app. This means that online purchases with 3-D Secure are no longer possible.

Otherwise, you can use the debit card as usual.

Yes. You can register again (either with the same user data or with different data, e.g. a different e-mail address or cell phone number).

If you want to save the debit card to a new profile, you will need a new registration code (OTRC) from your bank. You can also get this directly from customer support (telephone number on the debit card).

The language of the app is the same language as your operating system. The following languages are supported:

• German
• French
• Italian
• English (Default)

If you use another language (e.g. Spanish), the app language will automatically switch to English.

Depending on your device, you can adjust the language by yourself in your settings.

As soon as a Debit Mastercard or Visa Debit is stored in the debiX+ app, the icon of the debiX+ app is automatically supplemented with the logo of the bank that issued the debit card. If several debit cards from different banks are stored in the debiX+ app, the neutral icon of the debiX+ app is displayed.

If your bank offers this feature, you can adjust the following four areas of use yourself under “Options” for your debit card:

• Online purchases
• ATM
• Gambling and betting
• Contactless

You can adjust this yourself at any time:

• Switch on the right side means that the function is turned on.
• Switch on the left side means that payments for this area are turned off.

You can change the name for each debit card added in the debiX+ app under “Options” and give it a unique name. The name must not be longer than 20 characters and is kept even if the device is changed.

The following characters are permitted:

• Upper- and lower-case letters
• Numbers
• Blanks
• The following special characters: ! . , : ; ? §, _, -, -, –, —, (, [, {, ), ], }, «, »

Switched on (switch on the right side):

• Purchases and reservations on the Internet are possible
• Approval of 3-D Secure payments is possible
• Payments with mobile wallets on the Internet are possible if the debit card is stored in a wallet and “Contactless” is activated.

Switched off (switch on the left side):

• Purchases and reservations on the Internet do not work
• Paying with mobile wallets on the Internet do not work
• Debit card cannot be deposited with online merchants. Adding to wallets is still working.

This function is only available if your bank offers this service via the debiX+ app.

Switched on (switch on the right side):

• Cash withdrawals and other banking transactions at ATMs are possible with this debit card

Switched off (switch on the left side):

• All ATM functions are disabled. This means that you cannot use this debit card to deposit or withdraw cash at ATMs or to check your balance.

This function is only available if your bank offers this service via the debiX+ app.

Switched on (switch on the right side):

• You can use the debit card for all transactions that Mastercard and Visa as merchants classify as “Gambling & Betting”.
• The debit card works for payments e.g. in a casino

Switched off (switch on the left side):

• All transactions that fall into the “Gambling & Betting” category are blocked and cannot be completed

These settings apply to both online transactions and on-site payments and are only available to you if your bank offers this service.

Switched on (switch on the right side):

• You can use the card for contactless payments, if this is supported by the merchant.
• You do not need to enter a PIN for amounts up to CHF 80.
• Note: If you have not entered the PIN for a longer period of time, you may be asked to do so for security reasons.

Switched off (switch on the left side):

• For on-site purchases, you must always insert the debit card and confirm the transaction with the PIN
• Mobile wallet payments such as Apple Pay, Samsung Pay or Google Pay will not work if you want to pay on-site. This does not affect online use.

This function is only available if your bank offers this service via the debiX+ app.

Switched on (switch on the right side):

• For each debit card transaction (online, on-site, wallet), you will receive a push notification on this device.
• You can see the details of this in the debiX+ app transaction list.

Switched off (switch on the left side):

• You will not receive a notification when you make a transaction
• You will see all debit card transactions in the debiX+ app transaction list

If your physical debit card is blocked, all digital debit cards attached to it will also be blocked.

If you unblock your physical debit card again, only those digital debit cards that were automatically blocked before will be unblocked.

You can do this directly in the app under “Options” and “Set PIN”. In order for the PIN to be activated and ready for use, the debit card must be used once at an ATM worldwide (balance query or cash withdrawal). If the debit card was created virtually, without a plastic card, the new PIN is active immediately. If a card replacement order exists, the PIN will only be set for the new card.

You can do this directly in the app under “Options” and “Set PIN”. The PIN is immediately active.

Yes, this is possible directly in the app under “Options” and “Set PIN”. In order for the new PIN to be activated and ready for use, the debit card must be used once at an ATM worldwide (balance query or cash withdrawal). If the debit card was created virtually, without a plastic card, the new PIN is active immediately. If a card replacement order exists, the PIN will only be set for the new card.

A Mastercard or Visa debit card can be added to “Click to Pay.” It creates a digital card which is visible in the app. 

“Click to Pay” is a simple, fast and secure solution to pay online. For more info on “Click to Pay,” check out these links. Visa & Mastercard

Worldwide, Europe (geographical) and Switzerland (incl. Lichtenstein) are the 3 possible restrictions. The restriction applies to the debit card and the associated digital debit cards.

The dark mode depends on the setting in your smartphone settings.

Please open the app and navigate to "Options" to select the "View PIN" function.

Yes, you can access the overview by clicking on “View card details” or under “Options” > “Card details”.

If you want to view the card number and the 3-digit security code, click “View details” and confirm the entry with your biometric data (iOS: Face ID/Android: fingerprint). These card details will be automatically hidden again after 10 seconds. The card holder name is the one that was entered when storing the debit card in the debiX+ app.

This function is only available if your bank offers this service via the debiX+ app and you have stored your biometric data in the device settings. 

You can copy the card number to the clipboard via the copy icon next to the card number. This does not copy the 3-digit security code (CVV/CVC) and the expiration date.

This function is only available if your bank offers this service via the debiX+ app. 

For security reasons, it is currently only possible to view the card details if you have the following biometric data:

• iOS: Face ID
• Android: Fingerprint

This function is only available if your bank offers this service via the debiX+ app.

For security reasons, it is currently only possible to view the card details if you have the following biometric data:

• iOS: Face ID
• Android: Fingerprint

This function is only available if your bank offers this service via the debiX+ app.

Yes, as long as it is not blocked by the bank, you can do this directly in the app (if your bank supports this feature). From the Home screen, go to "Block card”.“ If the option to call customer support appears, your bank does not support card blocking by the cardholder. Please contact the customer support of your bank. You can also find this number on the back of your debit card.

If you blocked the card yourself in the app, you can unblock it directly from the Home screen by selecting “Unblock card”. If the option to call customer support appears, your bank does not support card blocking by the cardholder. Please contact the customer support of your bank. You can also find this number on the back of your debit card.

If the bank has blocked the card, you will need to call your bank’s customer support. You can find the number on the back of your debit card.