Here we explain what to do if you spot a payment you don't recognise.
📌 Important
Sometimes, the merchant name shown on your Swile account may be different from the shop's name. Make sure to check the date and amount. We can provide you with more information if needed.
After checking on your end, if you believe you didn't make a transaction, contact us by clicking Report a problem on the payment in question. To do this:
- Go to your Swile account
- Find your transactions:
- On computer: Go to My account to see your list of transactions
- On the app: Tap the
icon to view your recent payments
- Click on the transaction in question and then on Report a problem
Describe the situation in detail: every bit of information is essential to help you.
Rest assured, we’ll take all necessary steps! In addition to our legal obligations to prevent fraud, and to constantly improve our security measures, we have a dedicated team who review every case 🕵️♀️.
If you have any doubts, we recommend you do these three things:
- Lock your card
- Change your Swile account password. See our article How do I change my password? We recommend using a strong, unique password for your Swile account.
- Change the password for the email account linked to your Swile account.
To temporarily lock your card:
- Go to your Swile account
- Then My Swile cards and finally Lock my card
This action locks your card, but you can unlock it at any time.
📞Contact our customer service
To contact our customer service, please first follow the steps above by clicking “Report a problem” from your Swile account. In an emergency, call us on 09 74 59 42 17, Monday to Friday between 8:00am and 7:00pm, and Saturday from 9:00am to 5:00pm.
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