E-banking

Your most frequently asked questions

You do not have to take any action. The IBAN that was active before 29 April 2022 is still active and is linked to your account. From 2 May 2022, a new IBAN is attributed to you, and can be found in the IBAN section of your e-banking platform.

In short, the two IBANs work (the old one and the new one).

Tip: it is a good idea to inform anyone or any company that makes payments into your account about your new IBAN.

We place customer satisfaction at the heart of our business, and our aim is to offer you the best possible service.

With this in mind, the new e-banking platform will be more efficient and intuitive. You will also benefit from practical new features such as the integration of QR-bill scanning and simplified payments.

By changing our e-banking system, we are also preparing ourselves for the future: with this new platform, we can react more quickly to changes in the financial sector and technological advances, and therefore improve and adapt our services accordingly.

We place customer satisfaction at the heart of our business, with the aim of providing you with the best possible service.

With this in mind, the e-banking app provides you with an even more stable and intuitive service that includes practical new features such as:

• biometric authentication
• QR-bill scanning
• the viewing and sharing of your banking documents
• push notifications to alert you to any movements on your accounts.

We place customer satisfaction at the heart of our business, and our aim is to offer you the best possible service.

With this in mind, the SecureAccess app will be easier, faster, and more intuitive to use than the HID Approve app. You will now be able to use biometric identification and easily scan the coloured mosaic that appears on your screen to authenticate your login or authorise your payments.

The SecureAccess app uses a new 2-step authentication technology using a coloured mosaic, meaning that you no longer need a code and can benefit from the latest security standards.

Yes, you will find all your payment templates and eBill invoices in your new e-banking platform.

You will also find your transaction history from 1 January 2022 onwards, as well as your document history (statements, certificates of interest, etc.) issued from 1 December 2021 onwards.

Every first-time payment must be confirmed by scanning a coloured mosaic with your SecureAccess CA next bank app. This is only necessary for first-time payments or payments to new beneficiaries.

Yes, your standing orders have been replicated and still work in the new e-banking platform.

If you had approved eBill invoices for payment in your old e-banking before April 29, 2022 at 12:00 pm, they have been paid.

If you have approved eBill invoices for payment after April 29, 2022 at 12:00 pm, these invoices have not been paid to your beneficiaries. You have to approve them again in your new e-banking on the eBill page.

Tip: to find out which bills have been paid, you can consult the history of your past transactions in your new e-banking.

The HID Approve app no longer serves any purpose. You can delete it from your phone and destroy any documentation relating to it. The app was replaced by the SecureAccess CA next bank app, which is downloadable from the app store of your choice.

You do not have to take any action.
Your client number has indeed changed, and you now have a new portfolio number, which appears on your new banking documents as well as in your e-banking platform.

In the event of very high demand, it is possible that our advisors are unable to take your call. In the meantime, our interactive guide was designed to answer all your questions: simply indicate the issue you are dealing with in order to find a solution.

Our advisors are able to meet with you online via secure video conference from 09:00 to 19:00. Set a meeting with your advisor through your secure mailbox or through the "Contact us" page.

To help you remember it, please note that eligible passwords after your first login have at least:

• 8 characters
• 1 uppercase and 1 lowercase character
• 1 number
• 1 special character

If you still cannot remember your password, please contact an advisor to order new login details.

This error has been corrected.

Make sure you are using the latest version of the SecureAccess app. If not, update it in the App Store.

For security reasons, your access to the e-banking platform is blocked after several incorrect attempts. Please visit our "Contact us" page to call an advisor; after asking you a few security questions, they will be able to unlock your access immediately .

In order to access your e-banking platform, you need to set up the SecureAccess app on your new device. Proceed as follows, depending on the scenario that applies to you:

Scenario 1: I still have my old mobile
In this case, simply download the SecureAccess app on your new device, and follow our step-by-step tutorial.

Scenario 2: I don't have my old mobile anymore & the coloured mosaic I received by mail is still active (less than 2 months old*)
In this case, you will need to contact an advisor so they can delete the device (i.e., your old mobile) registered for SecureAccess. You will then be able to start the SecureAccess activation process again on your new device using the coloured mosaic provided in your "Coloured mosaic to scan" letter (see step 4 of the login guide).

Scenario 3: I no longer have my old mobile & the coloured mosaic I received by mail is no longer active (over 2 months old*)
In this case, you will need to contact an advisor so they can delete the device (i.e., your old mobile) registered for SecureAccess, and either send you a new coloured mosaic by post or extend the one you have.

*For security reasons, your coloured mosaic received by post is only valid for 2 months.

To successfully complete your first login, you must have the following 4 elements:

• your mobile phone
• a computer or tablet
• your letter entitled "E-banking login details"
• your letter entitled "Coloured mosaic to scan"

We suggest that you wait up to 10 days after finalising your account opening to cover for any eventual postal delays.

After this 10-days period, if you still have not received your letters, double-check your postal address with an advisor. To do so, visit our "Contact us" page.

It is not possible to log in using a mobile phone only. This is because to log in to the e-banking platform, you will be required to use the SecureAccess app to scan a coloured mosaic, which will be displayed on the e-banking platform.

However, once you have completed your first login from a computer or tablet, you will then be able to make all your subsequent logins with your mobile phone alone on the e-banking app.

Using your mobile phone, go to the App Store or the Google Play Store. Type "SecureAccess" into the search bar and then hit "Search". The SecureAccess CA next bank app appears in the list. Click on "Get" to download the app.

We can provide you with a SecureAccess authentication device that will allow you to access your e-banking platform. If you would like to order one, please request one via our dedicated page.

The login details you were using before 29 April 2022 have been replaced with new ones, which you received by post. You can forget about your old login details. Just so you know: your new user ID starts with "EB".

Once you have successfully logged in for the first time, you will need the following:

• your user ID starting with "EB"
• your e-banking password
• your SecureAccess CA next bank app, which will ensure secure logins

You will need the same elements for logging in to your e-banking app. Don't hesitate to enable biometric identification for an even smoother experience.

The e-banking CA next bank app is compatible with versions 14.0 or later on iOS and 9.0 or later on Android. You should therefore make sure that you have updated your system first. If your phone is too old and does not have a compatible operating system, you will not be able to install the app. In this case, we invite you to login to your e-banking platform on your computer or tablet.

Yes, you can download and use the e-banking CA next bank app on your tablet as well as on your mobile.

Make sure that you are using the new e-banking CA next bank mobile app and that you have successfully set up the SecureAccess CA next bank app in line with the detailed instructions provided in the login guide.

You can delete the old app.

The new e-banking CA next bank app is a separate mobile application; it is not an update of the previous one. You must therefore download it as a new app.

At the same time, we invite you to delete the old CA next bank app.

Can I continue using my CA next bank app?

The mobile app you were using up until 29 April 2022 has become obsolete. We invite you to delete it from your phone and to download the new app "e-banking CA next bank" by following the detailed instructions provided in the login guide.

You must have logged in to the e-banking platform from a computer or tablet beforehand.

No, you must download the 2 apps on the same phone. Please note that once you have logged in for the first time, all your future logins to the e-banking app will be very smooth.

The facial recognition and fingerprint recognition features are available provided that your mobile is equipped accordingly. You can enable biometric recognition when you first log in to the e-banking app. You can also enable it later in the settings of your e-banking app.

Crédit Agricole next bank will not charge you any fees. However, you may be charged fees by the intermediary correspondents involved in the transaction.

When you make a payment and enter the IBAN of your beneficiary, the intelligent payment wizard automatically detects that it is a SEPA payment in euros.

Follow the steps and enter the amount you want to transfer in euro.

On your computer, you will then be able to see the exchange rate applied to your transaction at the payment details verification stage.

You can view our exchange rate when you make a payment: on your computer, at the payment details verification stage, you will see the exchange rate that will be applied to your transaction.

There are several ways to pay a bill from your e-banking platform or app:

• If you have received bank details: manually enter the IBAN.
• If you have received a QR-bill: scan it using the camera on your mobile phone, tablet, or computer.
• If you do not have a camera on your computer: enter the details (account number and reference) of the QR-bill.

Tip: if the invoice is one that is recurrent, we advise you to register on eBill. For more details, go to the eBill FAQ.

Absolutely. The option is available from the homepage in your new e-banking platform; if you are accessing it from a computer or tablet with a camera, you can use it. Otherwise, you can easily scan your QR-bills in your e-banking app.

Yes. For security reasons, this step of scanning a coloured mosaic using the SecureAccess CA next bank app is mandatory to confirm a new beneficiary. This confirmation will not be necessary for future payments to the same beneficiary.

In your e-banking platform, go to the Payments page and enter the requested information. You have the option of activating the recurrence of this transfer. Our payment wizard automatically selects the most appropriate payment method according to the characteristics of your request (IBAN, country, currency). In this case, a transfer to a country in the Euro zone will be made in SEPA. At CA next bank, these payments are free and unlimited if you have the CA First pack.
The exchange rate used is that applied by CA next bank and remains one of the best on the market.
The transfer is very fast as it arrives within 24 hours on the account in the Euro zone.

In your e-banking platform, go to the Payments page and enter the requested information. Our payment wizard automatically selects the most appropriate payment method according to the characteristics of your request (IBAN, country, currency).

In this case, a transfer to a country outside the Euro zone will be made via the SWIFT network. At CA next bank, these payments are free and unlimited if you have the CA First package. Otherwise, please see the 2022 banking charges to find out how much a SWIFT payment will cost you.

In your e-banking platform, go to the Payments page and enter the requested information. You have the option of activating the recurrence of this transfer. Our payment wizard automatically selects the most appropriate payment method according to the characteristics of your request (IBAN, country, currency).
If your sponsored child lives in Switzerland, this payment is free and unlimited.

In your e-banking platform, hover your cursor over the 3 vertical dots of the account from which you want to transfer money and click on "Transfer from". You can then choose the amount and the account to which you want to transfer money. You can also make this transfer from the New Payment page,by selecting 'Account Transfer'.

When you enter your payment details in the e-banking platform or the e-banking app, you can see the exchange rate applied just before you confirm your payment.

As of 1 October 2022, the orange (ISR) and red (IS) payment slips have been phased out and all Swiss banks have switched to QR-bills. Read more.

We invite you to proceed as follows to make your SEPA payments.

From your e-banking platform:

1. In your e-banking platform, in the main menu, click on "Payments".
2. Then click on the "Templates" tab
3. Locate the payment template you wish to run and click on it.
4. Copy the IBAN or write it down.
5. Delete the template by clicking on the 3 vertical dots at the top right and then on "Delete".
6. You will then be redirected to the Payments page. Click on "New" at the top right and then on "Payment".
7. Paste the IBAN into the search bar and click on "New payment to [IBAN]".
8. Fill in the fields and follow the steps.
9. In the last step, click on "Create a template". Then check the information entered and click on "Pay".
10. Scan the mosaic that appears on the screen with the SecureAccess app.

Your SEPA payment has been made and you can now use the newly created payment template.

From the e-banking app:

1. Open the main menu , then tap on 'Payments' and choose 'Payment templates'.
2. Locate the payment template you wish to run and tap on it.
3. Write down the IBAN on a piece of paper.
4. Delete the template by tapping on the 3 dots (bottom right on iPhone and top right on Android) and then "Delete template". Confirm.
5. You will then be redirected to the "Payment templates" page. Return to the "New payment" page via the main menu.
6. Enter the IBAN in the search bar; then choose "SEPA Payment".
7. Fill in the fields and follow the steps. The name and country of the beneficiary must be entered by tapping on "Beneficiary details".
8. In the last step, check the information entered and then choose "Confirm payment".
9. Your SecureAccess app will open, tap on "Confirm" in the top right corner.
10. After validation of the payment, tap on "Save as template" and enter the requested information.

That's it, your SEPA payment has been executed and you can now use the newly created payment template. 

eBill allows you to receive your invoices in .pdf format directly on your e-banking platform, regardless of your bank. In just a few clicks, you can see your invoices and approve them. For more information, please refer to our dedicated eBill support page.

When you receive a new invoice, a notification bubble will appear in your e-banking platform, indicating that an invoice is due for payment.
You can also ask to receive an e-mail when a new invoice is received. This option can be configured in the eBill portal, in your personal settings.

In your e-banking platform, go to the Payments page where you can find the payment linked to your eBill and modify it.

In your e-banking platform, go to the eBill page and then to Paid invoices, or refer to your account statement.

Yes, you first have to stop your eBill registration with your invoice-issuers in the eBill portal. You can then deactivate the eBill feature on the Preferences or eBill pages.
If you wish to end your eBill subscription completely, please contact your advisor.

Yes, eBill is linked to your e-banking access, so you can use it on both your individual and your joint account.

You will be able to find all your individual and joint accounts (current accounts, savings, loans, and mortgages) using your unique login details.

Yes, you can rename all your accounts as you wish.

• In your e-banking platform: click on the profile icon at the top right, then on "Account and Profile", and finally on "Accounts and Payments". You can then rename each of your accounts. Don’t forget to save your changes at the bottom of the page.
• In your e-banking app: in the Wealth section, underneath the account you want to rename, click on Account details and then on "Rename".

The IBAN for each of your accounts is displayed in the Wealth section of your e-banking app.
The option to copy-paste or send this information is not available in your mobile app, but is available in your e-banking platform in the IBAN section.

You can find your account statements, tax statements, and tax certificates in your e-banking platform or in your e-banking app under “Documents”, then “All”. Using the filter function allows you to find documents more easily.

Yes, as long as you don't enable push notifications, you won't be notified on your mobile.

Here are the steps to follow to activate them:

1. In your e-banking app, go to the menu and click on Settings, then again on Settings (below).
2. Enable push notifications by moving the slider.
3. Tap "Manage subscriptions" to set the notifications you want to receive. Tap on the + sign to add new ones. Follow the prompts to complete the fields, then save your changes.

During your phone call, your advisor may ask you to share your screen with them to better support you.

If you agree, they will ask you to click on the button on our website/in your e-banking platform.

You can then click on "Enter the PIN code" before typing in the code your advisor will give you during your phone call.

Screen-sharing with your advisor will then automatically start (only within the CA next bank environment).

SecureAccess CA next bank is a login tool that secures your access to your CA next bank e-banking platform.

The personal SecureAccess security code is, as the name suggests, the security code that allows you to access the app. It is therefore very important to remember your personal SecureAccess security code to access your e-banking platform at all times, especially if you do not enable biometric authentication.

The coloured mosaic is a type of QR code that you will use when logging in to your e-banking platform or when making payments. The coloured mosaic is recognised by your SecureAccess CA next bank app, which is your secure authentication app.

SecureAccess CA next bank is an app that makes it easy for you to securely access your e-banking platform on your computer, tablet, or mobile phone. After entering your User ID and e-banking password, scan the coloured mosaic on the screen with the SecureAccess app (or the SecureAccess authentication device). You will then be able to access the e-banking platform.

You can install SecureAccess on your mobile phone to login from the e-banking platform on your computer or from the app on your mobile. However, your spouse will not be able to use your SecureAccess app to log in to his/her e-banking account. A SecureAccess app installed on a smartphone can only be associated with a unique set of login details.

If you change your mobile phone or if you have uninstalled the SecureAccess app, you have to reactivate it on your new device.

1. Start by installing the SecureAccess CA next bank app from the App Store or the Google Play Store on your new phone.
   
   
2. Take your letter containing the coloured mosaic and test it when you connect to your CA next bank e-banking platform.
   • If it works: you can continue your login process until the end.
   • If it no longer works (it has a limited lifespan for security reasons): visit our “Contact us” page for help.

If you lose or forget your personal security code to access the SecureAccess CA next bank app, our advisors can help you.
To get help visit our “Contact us” page.

After three failed attempts, your SecureAccess app is automatically blocked.
Ask an advisor to unblock it via our "Contact us" page.

Yes; in addition to your mobile phone, installing SecureAccess on a tablet, for example, will allow you to easily log in to your e-banking platform on it if or when you lose or change your mobile phone.
However, your spouse will not be able to use your SecureAccess app to log in to his/her e-banking account. A SecureAccess app installed on a smartphone can only be associated with a unique set of login details.

The device with which you activate SecureAccess CA next bank for the first time will be essential to activate the application on other devices. Indeed, every time you connect, you will see "Activate an additional device" below the mosaic to be scanned. Check the box and continue as normal with your main device, then get the second device and follow the on-screen instructions. Please do this within the same time frame as your first login.

Your authentication device runs on 3 AAA batteries; simply replace them when they no longer work.

In line with market practice, the daily limit for all Maestro cards is now set at CHF 2,000 by default.

To modify it, proceed as follows:

1. In the main menu, click on "Debit cards".
2. Under "Card settings", click on the pencil next to the daily or monthly limit.
3. Enter the new limit (daily and/or monthly).
4. Click on "Update".

That's it, your request has been submitted and will be processed shortly.

If you cannot find this menu, please make your request via the secure mailbox or visit the branch of your choice.

In case of emergency, please contact your advisor so that he/she can increase your limit instantly.

If your card is blocked and the unblock button is disabled, this means the card has been blocked at the bank's initiative. Contact a CA next bank advisor to find out more

Older generations of Maestro cards do not offer contactless payment. Therefore, it is not possible to activate or deactivate this feature and the button is disabled accordingly. If you are interested in contactless payment, please contact your advisor to get a new card.

It is not possible to block contactless or PIN-code payments. By blocking your card, you will prevent PIN-code payments and withdrawals only.
If your card is lost or stolen, contact a CA next bank advisor as soon as possible.

In order for the payment activation or deactivation to be fully effective on your card, you must make a payment (or withdrawal) with a PIN code in order for the chip on your card to be updated

The list of Maestro transactions directly displays the transactions recorded by the payment service provider. It is not an accounting view.

This is normal. To manage your credit card and find your transaction details, go directly to the Viseca One website or mobile app.

Anyone who finds your device or steals it will not be able to access your e-banking platform, as they do not know your e-banking User ID, password, or personal SecureAccess security code.
However , in the event of loss or theft:

1. ask your telephone operator to block your SIM card
2. then ask one of our advisors to temporarily block access to your e-banking platform. To do this, visit our "Contact us" page.

The first thing to do is to make sure that you have at least 1 of the 2 letters with your e-banking login details intact.
Is this the case? Then rest assured: no one can access your e-banking account with the information from only one of the two letters.
If you find that both letters have been opened or stolen, ask one of our advisors to block access to your e-banking platform via the "Contact us" page.

Regularly updating your browser will ensure that you are better protected when logging in to the e-banking platform. Go to our Mandatory Web Browser Update page to be redirected to your browser's website and update it.

When you log out of the e-banking platform, make sure to clear your browser history. To do so, click on the 3 dots in the top right-hand corner of your browser, then click twice on “History” and “Delete browsing data”.

Have an anti-virus programme with regular updates of the virus database as well as an activated firewall.

Good to know: in Windows a firewall is already installed by default. Make sure you do not disable it.

• Beware of unusual requests.
• Only enter your e-banking User ID and password from the Crédit Agricole next bank (Suisse) SA platform on the secure website, https://www.ca-nextbank.ch.
• Never respond to any requests for authentication, passwords, identification, or account numbers received by e-mail (phishing). If you have any doubts about the sender’s authenticity, delete the email and notify us.

These are the steps to follow to find your certificates of interest:

1. Log in to your e-banking platform.
2. Click on the "Documents" tab 1, then click on the "All" tab 2.
3. Click on "Filter" 3.
4. In "Document title", enter the word "Certificate".
   This will show you the certificates of interest for your savings accounts, mortgage accounts, and current accounts.
   View and/or download all documents entitled "Certificate of interest" and dated 29 April 2022.
5. Click on "Filter" again to carry out a new search. This time, in "Document title", enter the word "Advice".
   This will show you the certificates of interest for your savings accounts and current accounts.
   View and/or download all documents entitled “Interest Advice” and dated 31 December 2022.

How do I fill in my 2022 tax return?

To prepare your tax return, you must add up the following elements:

For all your accounts: total interest
Add up the interest: interest shown on the certificate of 29 April 2022 + interest shown on the certificate of 31 December 2022

For savings accounts only: total taxes deducted
IMPORTANT: on the interim closing date of 30 April 2022, the 35% withholding tax was levied on all interest income, regardless of the amount. It is therefore important that you include this information in your 2022 tax return.
Add up the taxes deducted: withholding tax shown on the certificate of 29 April 2022 + any withholding tax shown on the certificate of 31 December 2022.

We are sorry for the inconvenience and remain at your disposal for any help you may need.

These are the steps to follow to find your certificates of interest:

1. Log in to your e-banking app.
2. Open the main menu 1, then select "Documents" 2.
3. In the search bar, enter the word "Certificate" 3. This will show you the certificates of interest for your savings accounts, mortgage accounts, and debit current accounts.
   View and/or download all documents entitled "Certificate of interest" and dated 29 April 2022.
4. Using the search bar again, enter the word "Advice" 3. This will show you the certificates of interest for your savings accounts and debit current accounts.
   View and/or download all documents entitled "Interest Advice” and dated 31 December 2022.

How do I fill in my 2022 tax return?

To prepare your tax return, you must add up the following elements:

For all your accounts: total interest
Add up the interest: interest shown on the certificate of 29 April 2022 + interest shown on the certificate of 31 December 2022

For savings accounts only: total taxes deducted
IMPORTANT: on the interim closing date of 30 April 2022, the 35% withholding tax was levied on all interest income, regardless of the amount. It is therefore important that you include this information in your 2022 tax return.
Add up the taxes deducted: withholding tax shown on the certificate of 29 April 2022 + any withholding tax shown on the certificate of 31 December 2022.

We are sorry for the inconvenience and remain at your disposal for any help you may need.

Your certificates of mortgage interest for the 1 January to 30 April 2022 period are now available.
Where do I find these certificates off interest in my e-banking platform?

Your certificate of mortgage interest for the 1 May to 31 December 2022 period will be available in your e-banking platform as of mid-February 2023.

If you cannot wait until then to get your consolidated certificate, the amounts appear on your monthly and quarterly “Mortgage payment” notices.

1. Log in to your e-banking platform.
2. Click on the “Documents” tab 1, then click on the “All” tab 2.
3. Click on “Filter” 3.
4. In “Document title”, type “Loan”.
   This will show you the mortgage payment notices for each of your payment tranches. View and/or download all the monthly or quarterly documents between 1 May and 31 December 2022.
5. Add up the amounts of monthly or quarterly interest paid in 2022.