FAQ

Des questions ? Consultez notre FAQ pour une réponse immédiate.

How do I collect my change in Change Up?

Tell the merchant you would like to collect your change into Change Up. Open the Change Up app, click on “Collect” in the menu and display the barcode for the merchant. When the code has been scanned by the merchant, your account will be automatically updated.

How do I pay with my change in Change Up?

Tell the merchant you would like to pay with Change Up. Open the Change Up app, click on “Pay” in the menu and display the barcode for the merchant. When the code has been scanned by the merchant, your account will be automatically updated.

How do I donate my change to charities?

To donate funds to a charity click “Donate”. The first time you would like to donate you are asked to complete your profile. This includes Date of birth, Gender and Address. Change Up need your address information to be able to make a gift to a charity a tax deductible. After you have completed your profile you can now choose which charity you would like to donate to and how much.

How do I transfer my change to my bank accounts?

To transfer funds to your bank account click “Transfer”. The first time you are asked to complete your profile. This includes Date of birth, Gender and Address. Change Up needs this for security. You also need to specify your bank account details. Note that you can only transfer funds to your own bank account. Then to transfer, specify the amount you would like to transfer and click transfer. Note there is a cost of 0,30 CHF for each transfer that is deducted from your Change Up account.

In which stores can I use Change Up?

Change Up are continuously rolled out into new retail locations.

In which countries is Change Up used?

Change Up is continuously rolled into new markets. Note also you can only use Change Up in the country you registered.

Where do I see my transactions?

Click on “More” in the menu and choose “Transactions”.  Click on the transaction you would like more detailed information on.

Can I use Change Up on more than one phone?

No, Change Up is currently limited to use with one mobile number and one phone.

How do I transfer my Change Up account to a new phone?

Download the Change Up app to your new phone and enter your phone number and click “Continue”.  Then click “Login” and enter your “PIN-code” and click “Login” again.

I have forgotten my pin-code?

If you forgot your PIN-code, please click “Reset PIN”. Then you will receive an email to your registered email address. Follow the link in the email to reset your PIN-code.

I forgot my PIN-code and I have not verified my e-mail?

Please contact Change Up customer service for help.

How do I change my pin-code?

Click “More”, “Personal info” and “PIN”. Specify your “new PIN” under New PIN and Confirm New PIN.

How do I change my settings?

Click “More”, “Personal info” and “Info”. Here you can change Name, Date of Birth, Gender, Email and Address.

Why do you need my address to donate or withdraw funds to my bank account?

In some countries, a donation is tax deductible and address information is then required to prove your identity.  To be able to transfer to bank account, an address is also required in some countries.

Can I transfer my account to another phone number?

No, it is currently not possible to transfer your Change Up account to a new mobile number.

Can I change my phone number?

No, you cannot change your phone number. Instead, you can register a new account with your new mobile number.

Does it cost anything to use Change Up?

There are no fees associated with collecting change, pay or donate with Change Up. To transfer change there is a fee for each transfer.

How do I update Change Up?

You can easily update Change Up from your phones application stores. For iPhone, search for Change Up in the App Store and click update. For Android, search for Change Up in the Play Store and click update.  Note also that if you received a notification that your version of Change Up is not supported, you need to update Change Up.

Which devices are supported for Change Up?

Change Up for iPhone requires iOS 8.0 or later. Change Up for Android requires Android 4.3.  Please update to the latest version of iOS or Android for the best experience. Note that Change Up does not currently support iPod or IPad devices at this time. Currently, we are not blocking or restricting the use of jailbroken or unlocked devices, but we cannot provide support for devices using modified versions of the iPhone or Android operating system.

I am having problem installing Change Up?

Change Up requires an active phone number to create an account. If you are having problems, make sure:

  • You have the latest version of Change Up installed from the App Store or the Google Play Store.
  • You have entered your full international phone number. Please specify the number in form of a country code or choose a country from the country list.
  • Your phone has full Internet access with a good signal.
  • Your phone is not roaming.
  • You are not using an unsupported device such an iPad or iPod.
  • Your device is not jailbroken.
  • Your phone can receive international SMS messages.
I am not getting an sms with a verification code?

If you still have not received a code after clicking “RESEND”:

1. Delete the app (Change Up) from your phone.
2. Reboot your phone (turn it off, and then turn it on)
3. Download the latest version of Change Up.

What if I lose my phone or it gets stolen?

In the unfortunate situation where your phone is stolen please do the following:

  • contact your mobile provider to lock your SIM-card.
  • contact Change Up support that will force the current installation to log out.

Then when phone is found or the users have a new phone, the user can log in again with his/her PIN-code and use the account again.

How much funds can I have in Change Up and how much can I withdraw?

Based on legal restrictions and also for your safety, Change Up have limits on how much an account holder can have on an account and maximum you can transfer to bank account during certain time frames. Current restrictions for Switzerland are 300 CHF.

Can I use Change Up off-line?

To be able to use Change Up “collect”, “pay”, “transfer” and “donate” functions, Change Up must be on-line.

What if the store cannot read the barcode?

Try to make the display lighter for easier scanning of barcode. If this does not work, the stores have the possibility to enter the bar code manually.