Support

How can I change the phone number for my two-factor authentication code?

To change the phone number to which the two-factor authentication code is sent, please send us a message via e-Banking or an e-mail to [email protected]. Alternatively, you can also call our Client Services team at +41 (0)58 508 20 00 (Mon-Fri, 8:00-17:00 CET).

How can I change the device for the two-factor authentication?

If you would like to change the device related to your two-factor authentication, you have two options:

Option 1: If you had auto-backups enabled on your former device, the two-factor authentication app will automatically install on your new device; Please restart the app and follow the guided active accounts restoration steps. Tap to proceed, click “Restore Accounts” and your accounts should be restored automatically. See also our visualized steps below.

Option 2: If you did not have auto-backups enabled on your former device, you will need to download the two-factor authentication app (Airlock 2FA) again. Additionally, you need to send us a message via e-banking or email to [email protected]. Alternatively, you can call our Client Services team at +41 (0)58 508 20 00 (Mon-Fri, 08:00-17:00 CET).

What can I do if I deleted my two-factor-authentication app on my device?

Please download the two-factor authentication app (Airlock 2FA) again from the app-store.

Option 1: If you had auto-backups enabled on your device, please restart the app and follow the guided active accounts restoration steps; Tap to proceed, click “Restore Accounts” and your accounts should be restored automatically. See also our visualized steps below.

Option 2: If you did not have auto-backups enabled on your device, you will need to send us a message via e-banking or an email to [email protected]. Alternatively, you can also call our Client Services team at +41 (0)58 508 20 00 (Mon-Fri, 08:00-17:00 CET).

How do I contact Sygnum for general support?  

If you are a client and require support, please contact your dedicated Relationship Manager directly –  these details are provided in client welcome letter received at account opening. Alternatively, you can contact us via the contact form here and select “General enquiry” from the dropdown, and your Sygnum Relationship Manger will get in touch with you.   

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.  

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
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If you are located in Switzerland, please click “Continue” to access the Sygnum Bank AG (Sygnum) website.

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This website and the information contained herein are addressed solely to persons residing or domiciled in Switzerland.

Sygnum is a regulated bank supervised by the Swiss Market Financial Authority (FINMA). The products and services on this website are authorised in Switzerland. Sygnum cannot promote its products and services in other countries where it is not authorised by the supervisory authority of that country to do so.

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The following content is available to qualified investors. Please confirm your details below to visit this page, or please see our other digital asset updates here.

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Disclaimer:

The information in this publication pertaining to Sygnum Bank AG (“Sygnum”) is for general information purposes only, as per date of publication, and should not be considered exhaustive. This publication does not consider the financial situation of any natural or legal person, nor does it provide any tax, legal or investment advice. This publication does not constitute any advice or recommendation, an offer or invitation by or on behalf of Sygnum to purchase or sell any assets. No elements of precontractual or contractual relationship are intended. While the information is believed to be from accurate and reliable sources, Sygnum makes no representation or warranties, expressed or implied, as to the accuracy of the information. Sygnum expressly disclaims any and all liability that may be based on such information, omissions, or errors thereof. Any statements contained in this publication attributed to a third party represent Sygnum‘s interpretation of the data, information and/or opinions provided by that third party either publicly or through a subscription service, and such use and interpretation have not been reviewed by the third party. Sygnum reserves the right to amend or replace the information, in part or entirely, at any time, and without any obligation to notify the recipient of such amendment / replacement or to provide the recipient with access to the information. Simultaneously, there is no obligation of Sygnum to inform recipients of information, if before provided information later becomes outdated, inaccurate or obsolete, unless otherwise provided by applicable law. The information provided is not intended for use by or distributed to any individual or legal entity in any jurisdiction or country where such distribution, publication or use would be contrary to the law or regulatory provisions or in which Sygnum does not hold the necessary registration, approval authorization or license. Except as otherwise provided by Sygnum, it is not allowed to modify, copy, distribute or reproduce, display, license, or otherwise use any content for commercial purposes.

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Stay alert to fraudulent communications. Sygnum will never post messages on social media or private messaging applications regarding Sygnum banking access or logins. If you have concerns, contact us.

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