How do I lock my TWINT Prepaid account?

Have you lost your smartphone and would like to lock your TWINT Prepaid account? To do so, please proceed as follows:

During the opening hours of our Customer Service (Monday–Friday, from 9 a.m. to 5 p.m.)
Please contact our Customer Service team directly.

Outside the opening hours of our Customer Service:
Please send your request to us by e-mail at lock@twint.ch. Please include the following information in your message:

  • Your mobile phone number with which you have registered for TWINT Prepaid
  • Your first name
  • Your surname
  • Your date of birth
  • The e-mail address you have saved in the TWINT Prepaid app
  • A telephone number on which we can currently contact you

Please note we will only respond to requests sent to this e-mail address for the locking of TWINT prepaid accounts. Should you require support or have any questions about your TWINT Prepaid app, please visit the Support area of our website.”

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