Most Frequently Asked Questions
What documents do I need to provide for the onboarding process?
The type of documents required depends on several factors, including the client category and onboarding method employed. Please contact us to discuss documentation with our team.
How can I reset the login details for my e-banking account?
You can create a new password by going through the following steps:
- On the login page click the “Password forgotten” button
- A new pop-up will open, there enter your 10-digit Contract ID starting with 78N… (often also referred as a user ID) and press “Continue”
- Approve your password reset on your mobile device (two-factor identification) or follow the “offline more” instructions
- Enter a new password, re-confirm it and final click “Send”
- Go back to the login page and login with your new password
How do I contact Sygnum for technical support?
Sygnum monitors the health and performance of its banking system 24 hours a day, 7 days a week and provides technical support during Swiss business hours (Mon-Fri, 8:00-17:00 CET, with the exception of official Swiss/Zurich holidays).
Please contact your Relationship Manager directly if you need technical support, or alternatively use the contact form here and select “General enquiry” from the dropdown, and your Sygnum Relationship Manger will get in touch with you.
Please note that should a technical failure occur outside of business hours, resolution may take longer than it would during business hours.
Can digital assets be deposited to and withdrawn from a Sygnum wallet?
Yes, Sygnum accepts deposits and withdrawals for all crypto assets for which it offers custody services.
You can withdraw or make payments with digital assets by withdrawing funds from your Sygnum e-banking platform and sending it to external wallets that you own. Please note that when funds are sent to a wallet that you own for the first time, transactions need to be verified by Sygnum’s proprietary digital asset screening tool. Please contact us if you have further questions.
Can I trade my staked Ether?
You cannot trade your Ether once they are staked. Please note that staked Ether cannot be unstaked until the Ethereum upgrade that enables withdrawals of staked Ether is live.
Does Sygnum charge for onboardings?
Onboarding for private individuals is free of charge. Different screening or opening fees apply for corporate and institutional clients. Please contact us for more information.