Cembra credit cards feature the latest chip technology and provide you with the highest level of protection against card misuse. This technology allows cardholders to identify themselves by entering a PIN so that the transaction can be approved. The entering of the PIN has already replaced the old method of having to provide your signature at a large number of payment terminals. There are, however, payment terminals at which you still have to confirm the payment by only providing your signature or at which you have to sign the receipt in addition to entering your PIN.

In the event that the card is lost or stolen, you must have it blocked immediately by calling 044 439 40 20 . This service is available 24 hours a day, 365 days a year. If you are abroad, you can contact us on 044 439 40 20 . We recommend making note of this 24-hour service number, which is also on the back of your credit card, in a separate location or saving it directly in your mobile phone. We will charge you a fee of CHF 20 for the replacement card.

Report the instance of misuse within the 30-day period for complaints by phone or in writing. The complaint form is available picture_as_pdf here .

Contact the 24-hour service (tel. no.: 044 439 40 20 ) immediately and describe the reasons behind your suspicion. You can have your card blocked immediately.

If the cardholder has complied with all duties of care and security measures, the bank is liable for the misuse by third parties.

We need your current mobile phone number so that you can use Mastercard Identity Check. You can let our customer service know this at any time at +41 44 439 40 20 . You can then automatically use Mastercard Identity Check at every participating online store.

Yes. To enable you to also use Mastercard Identity Check with the additional card, as with the main card, we need a valid mobile phone number for the additional cardholder. You can let our customer service know this at any time at +41 44 439 40 20 .

The participating online stores show the Mastercard® Identity Check™ logo on their websites.

Mastercard Identity Check is there to ensure safe online purchases. For this reason, the authentication process must be observed for each purchase if the merchant asks for it.

In the input window where you have to enter the code, you can resend the SMS to the mobile number which is stored in your Cembra client profile.
If you still don’t receive an SMS, check that your mobile phone is able to receive an SMS and whether you are using the mobile phone with the number that is stored with Cembra.
We don’t have your current mobile phone number? You can let our customer service know this at any time by calling +41 44 439 40 20 .

To deal with rejected payments as quickly as possible, please call us. We can be contacted 24×7 at: +41 44 439 40 20 .

Call customer service at +41 44 439 40 20 and let us know your new number.

The use of Mastercard Identity Check doesn’t change anything. You still have the option to challenge unauthorised transactions in writing within 30 days provided that you have exercised due care.

"Phishing" is where scammers use seemingly well-intentioned emails, SMS texts and websites in an effort to obtain confidential and personal data, e.g. credit card numbers or passwords. Cembra will never send you an email asking you to disclose confidential information! Do not reply to any such requests.

What do I do if I receive a suspicious email?
If you receive a suspicious email, please forward it immediately to Cembra( antiphishing@cembra.ch ) and delete it without replying to it.

What do I have to do if I have revealed information about my credit card in this manner?
If you suspect that someone has access to your credit card details, please contact us immediately on the following number: +41 (0)44 439 40 20 .

What does Cembra do to combat phishing?
Cembra constantly monitors and combats potential phishing attacks and initiates countermeasures after their discovery so that the fraudulent website behind the link is taken down as quickly as possible and can no longer be accessed by customers.

Make sure that you only carry out transactions on the Internet over secure connections (e.g. an SSL connection). Based on this, you must always check that there is a picture of a padlock (confirmation of a secure connection) in the browser status bar and the website address (URL) begins with "https".

When making purchases, always check the retailer's General Terms and Conditions before entering your credit card details and concluding your order.

Only use your credit card to make purchases from serious providers. Signs that the website is serious include transparent information about the data encryption used on the site, the company's address, email address and telephone number, as well as the General Terms and Conditions. Print out the order or the retailer's website or note down the website URL. Retain all documents.

Do not use your credit card to make orders when using public computers (e.g. in an internet café). The data may be stored in the computer's temporary memory and read by the next user.

Scammers are always finding new ways of getting their hands on customer data:

Malware
The term "Malware" refers to a whole range of malicious software, such as viruses and trojan horses, which scammers try to sneak onto your computer.

How do I protect myself and my computer against malware?
Always make sure you have a firewall and an up-to-date anti-virus programme installed/activated on your computer. You can find further information on how you can protect yourself and your computer online in Section 6. "General Internet security recommendations".

Fraudulent telephone callsScammers also try to obtain your personal data over the phone, e.g. by impersonating computer specialists from well-known software manufacturers. They claim that there is a vulnerability on your PC and offer to help rectify this. At this point, they ask you to provide them with your credit card details so that you can be charged the fee for this "service". Never accept an offer of this kind! Nevertheless, if you have disclosed your credit card details to a scammer, please contact us immediately on +41 (0)44 439 40 20.

• Make sure that your operating system (Microsoft / Macintosh) and internet browser are always up-to-date with the latest security updates.

• Use the spam filter to protect yourself against junk and phishing-emails. You should always be careful when passing on details of your email address and use additional filter programmes, i.e. spam filters.

• Do not open any emails from unknown senders or that contain unexpected attachments.

• Do not respond to requests via email or in links to enter your personal data, even if the sender claims to be Cembra.

• Protecting your privacy. Do not under any circumstances disclose your personal details, such as mobile phone number, credit card number, etc., to dubious websites.

• Do not install any programmes from untrustworthy sources.

SMS services can only be accessed via eService, which is protected by encryption technology and security certificates. Measures ensuring the best-possible protection of mobile devices (e.g. up-to-date anti-virus protection, firewalls, security updates) must be put in place by the eService user themselves.

The SMS services settings can only be amended in eService. Access to eService is protected by your personal password.

To deactivate SMS services, please call our Customer Service on +41 44 439 54 50 . We recommend that you do this immediately in the event that your mobile phone is stolen.

Cembra will not be liable if your mobile phone/smartphone is stolen, as your mobile device is outside of the bank's control. Please also note the provisions for using eService as well as the provisions for using electronic communications media.