Question 1

How is the customer service for TWINT, and what do users say about support?

Accepted Answer

The customer service experience for TWINT varies significantly, with some users reporting no support at all and others praising responsive assistance, particularly in resolving technical issues.

Poor Support: Reviewers report that customer service is often ineffective, with one user stating there is 'absolutely no support' for the app and another criticizing the lack of human interaction, calling for a way to bypass AI bots and whitelist trusted apps.

Positive Interactions: Some users have had positive experiences, especially when resolving technical issues like app activation on specific devices. One reviewer thanked the support team after successfully activating the app on a Pixel 10, indicating that help is available when needed.

Overall Satisfaction: Despite mixed support experiences, many users still value the overall reliability and functionality of the TWINT app, with one calling it 'one of the best banks in Switzerland' and praising the smooth experience across all features.

Question 2

How can I increase my TWINT limit?

Accepted Answer

Increasing your TWINT limit largely depends on whether you have linked it to a bank account. Users report that the limits are very low without linking to a bank like UBS.

Linking an Account Increases the Limit: Users report that the limits are extremely low without linking TWINT to a bank account such as UBS. Once a bank account is linked, the limit significantly increases, which is often the only way to achieve higher limits.

No Direct Option to Increase the Limit: There is no option within the app to increase the limit yourself. The limits are automatically determined by linking a bank account or using credit cards. Without this link, the limit remains low.

Lack of Transparency: Some users wish for more transparency, such as the ability to see their monthly CHF limit directly in the app. This is not currently possible, which can lead to confusion.

Question 3

How is customer support at TWINT, especially when trying to contact the customer service?

Accepted Answer

Customer support at TWINT is often perceived as inadequate and hard to access. Communication with the support team is usually only possible via phone, which often comes with long wait times and high costs.

Friendly Interaction Despite Issues: Despite the problems, some describe the interaction with the customer service as friendly. However, the fundamental difficulty in reaching the support remains a central issue that affects the app's usability.

Question 4

How is customer service support for TWINT Prepaid accounts?

Accepted Answer

Customer service experiences for TWINT Prepaid accounts are predominantly negative, with frequent issues in contacting support and long wait times. Many users report the lack of an email address for support, expensive hotline calls, and a lack of live support.

Contact Issues: Reviewers note that customer service is only accessible via phone, which is seen as costly and often involves long wait times. Several users criticize the absence of a functional email address for support and the unavailability of customer service when they prefer not to call.

Technical Issues: Many users report that the TWINT app suddenly stops working, especially when their phone is deemed too old. Some users were unable to use the app, even though their bank apps continued to function. The ability to revert to an older app version is also not possible.

Practical Limitations: The limits for prepaid accounts are perceived as too low, especially when no bank connection exists. Some users cannot send money despite having credit, and report inexplicable account freezes that significantly hinder the use of the app.

Question 5

Why is my TWINT app no longer working?

Accepted Answer

Many users report that the TWINT app suddenly stopped working without any warning, often rendering it unusable on new devices or with certain cards. The customer service is described as difficult to reach and not very helpful.

Sudden Failure: Reviewers report that the app was deactivated without notice, often due to alleged incompatibility with the device. Some users are abroad and cannot buy a new device or reach support. Others report a complete failure where the app cannot be started at all.

Device and Card Issues: The app no longer works on new smartphones, especially if no Google services are installed. Using foreign credit cards or IDs is also described as impossible. Some users can only use a UBS account, which is seen as a limitation.

Inadequate Customer Service: The support is described as hard to reach, with calls being expensive and taking a long time. The website often redirects users to foreign numbers even when they are in Switzerland. For issues like blocking or missing credits, there is little feedback or assistance.

Question 6

How do I correctly install the TWINT app if the installation fails?

Accepted Answer

The installation of the TWINT app may fail due to device compatibility issues or software problems. Users report login errors after installation, especially on certain Android devices and after updates.

Installation Failed: Reviewers report that the TWINT app no longer functions after installation on certain devices like the Oppo Color 13. Re-downloading and re-installing the app does not resolve the issue, suggesting a device or system problem.

Compatibility Issues: Some users complain that the app does not run after an Android update, particularly on devices with Color OS. The app seems to be incompatible with all system versions, making installation and use difficult.

Practical Tip: If installation fails, users recommend contacting support. The app appears to be unstable on certain devices, and direct support is often necessary to proceed.

Question 7

How is the customer support for TWINT by PostFinance?

Accepted Answer

Customer support for TWINT through PostFinance is inconsistent, with some users reporting no support at all or frustrating interactions with AI bots, while others praise the app's reliability and responsive assistance.

Poor Support Experiences: Reviewers report significant frustration with TWINT's customer service, describing it as nonexistent or overly reliant on AI bots that fail to resolve issues. One user specifically criticized the lack of human support and requested the ability to whitelist trusted apps to avoid intrusive pop-ups.

Positive Support Reports: Some users have had positive experiences, particularly when resolving technical issues like app activation on specific devices. One reviewer thanked the support team after successfully activating the app, suggesting that support can be effective when accessible.

Mixed Overall Feedback: While the TWINT app itself is praised for its features and smooth integration, the support aspect remains a weak point for many. The inconsistency in support quality and availability undermines the otherwise strong reputation of the service.

Question 8

How can I request a refund of money sent via TWINT if I mistakenly sent it to the wrong person?

Accepted Answer

If you mistakenly send money to the wrong person, it is often impossible to request a refund from TWINT, as neither the bank nor TWINT actively assist. Customers report being referred to their own bank or TWINT without any concrete help.

Refunds Not Possible: Reviewers report that TWINT does not assist with mistaken transfers to the wrong recipients. The app and the bank refer to each other without offering a solution. One customer had to continue requesting CHF 17.- from ZKB without success.

Lack of Support: Many customers criticize that the customer service does not respond or is not reachable. Some report not receiving a response after several days, which makes the situation with mistaken transfers even more difficult.

Practical Advice: Since it is difficult to request a refund of money via TWINT, some users recommend carefully checking the recipient's number before each transfer. Using payments for small amounts is also considered safer.

Question 9

How can I contact TWINT customer service by phone?

Accepted Answer

Yes, TWINT offers customer service, but reviewers report inconsistent support quality, with some experiencing no support at all and others praising responsive assistance.

No Phone Support: Reviewers report that contacting TWINT customer service by phone is not clearly available, with one user explicitly stating there is 'absolutely no support for this app' and criticizing the lack of human assistance.

Limited Support Access: Some users have received positive responses from TWINT support, particularly when resolving technical issues like app activation. One reviewer noted they were able to get help and thanked the team, suggesting that support is available in certain cases.

Mixed User Experiences: The overall experience with TWINT customer service is mixed. While the app itself is praised for reliability and features, the lack of consistent, accessible support, especially via phone, remains a major concern for users who need help.

Question 10

How is customer service for TWINT, and what do users say about support availability and quality?

Accepted Answer

The evidence suggests that customer service for TWINT is inconsistent, with some users reporting no support at all and frustration with AI-only responses, while others have had positive experiences with responsive support.

Poor Support Access: Reviewers report that customer service is often limited to AI bots, with one user explicitly stating they want a human option and the ability to whitelist trusted apps. This lack of direct human support is a major pain point for some users.

Positive Support Experiences: Despite the frustration, some users have received helpful support, particularly when resolving technical issues like app activation on specific devices. One reviewer thanked the support team after successfully setting up the app.

Bottom Line: The overall sentiment is mixed: while the app itself is praised for reliability and features, the lack of accessible, human-led customer service undermines the experience for many. Users want more flexibility and real support options.

Month	Avg. rating	Count
2025-08	2.33	6
2025-09	2.83	6
2025-10	1.90	10
2025-11	1.09	11
2025-12	1.90	10
2026-01	3.27	11
2026-02	2.33	12
2026-03	3.38	8
2026-04	2.33	6
2026-05	2.67	12
2026-06	2.87	15
2026-07	2.13	15

Month	Positive	Neutral	Negative	Count
2025-08	33%	0%	67%	6
2025-09	33%	17%	50%	6
2025-10	0%	10%	90%	10
2025-11	0%	0%	100%	11
2025-12	20%	0%	80%	10
2026-01	55%	0%	45%	11
2026-02	17%	0%	83%	12
2026-03	50%	0%	50%	8
2026-04	17%	0%	83%	6
2026-05	25%	8%	67%	12
2026-06	40%	7%	53%	15
2026-07	20%	7%	73%	15

TWINT: Customer service experiences

What customers praise

Common complaints

How it has changed over time

Practical takeaways

Over time

Sentiment over time

Customer voices