FAQs

As a customer, all you have to do is provide us with a direct debit authorisation once and have an account with a Swiss payment institution. After that, no further action is required from you.
 

If an invoice is debited incorrectly, you can lodge an objection with your payment institution within 30 days and the amount will be credited back to you.
 

Yes. You can download the form in the downloads section. Please complete and sign the form and send the DD (PostFinance) one back to us and the LSV+ one to your bank.

Yes, please. All households in Switzerland will receive their first fee invoice in January 2019. Unfortunately, we are not permitted for legal reasons to take over the direct debits of our predecessor company (BILLAG AG). For that reason, a great number of households will be re-registering. We apologise if there are any delays in the processing of these registrations.
 

You need a computer or a device with Internet access and an e-banking contract with a bank that supports e-billing.

You can reject our e-bill at the click of a mouse in your e-banking system. No notification is generated; the invoice is simply no longer visible as an open item in your e-banking/e-finance account. Please contact our customer service in such cases. Otherwise, it is possible that you will receive a reminder subject to a charge.

You can unsubscribe from e-billing under the menu item “e-billing” in your e-banking system.

No notification is generated; this simply means that only part of the invoice is paid. Please contact our customer service in such cases. Otherwise, it is possible that you will receive a reminder subject to a charge.

Yes, that is possible if you switch from a bank connected to the e-billing system SIX Paynet AG to another one. If you switch from a Swiss bank to PostFinance or vice versa, you must disconnect from us (the invoicing party) in the old e-banking system and then reconnect to us (the invoicing party) in the new e-banking system.

Serafe has been registered and verified as an issuer of eBill invoices. Despite this, Serafe has not been correctly activated. If this is the case for you, please contact your bank.

For the collection agency to be able to identify you clearly, the personal details supplied by your bank must match those provided by the commune.

Secure identification can be carried out with the help of the invoice number. You can find this on your Serafe invoice – the format of the number is RF-XXXX-XXXX-XXX. Please sign up again in your e-banking portal to receive eBill invoices from Serafe by entering your data, including the invoice number.

Please contact our customer service.
 

If you do not receive the invoice, please check your spam folder. To ensure that you receive our invoices in your inbox, please add our sender address to your address book or configure your junk mail filter to list us as a safe sender.
 

You need a PDF reader to open the invoice. If you do not already have a PDF reader installed, we recommend Adobe Acrobat Reader.

Exactly as with hard-copy invoices, you will receive an electronic reminder from us by e-mail once the due date has passed. Only the final reminder will be sent in hard copy.
 

E-mails from Serafe have the following features:

• E-mails from Serafe are signed electronically and will only come from the sender rechnung@serafe.ch
  facture@serafe.ch
  fattura@serafe.ch
• The only files attached to e-mails from Serafe are PDFs with QR codes. Serafe never sends other attachments such as .docx, .com or .exe files.
• E-mails from Serafe are only sent with a corresponding explanation in the e-mail body text. This includes references to Serafe’s correct bank ESR participant number and to the option of validation via the QR code.
• E-mails from Serafe never contain information on supposed payment transaction relationships in other countries or IBAN information.

Your invoice lists the names of all adult members of your private household who are required to pay the fee – they are jointly liable for payment of the amount invoiced.

You can update the following personal settings via the QR code:

• Contact person
• Correspondence language
• E-mail address
• Telephone numbers
• Payment interval
• Mailing type
• IBAN

The QR code can be used within 60 days from the billing date (annual invoice).
The QR code can be used within 30 days from the billing date (quarterly invoice).

You can reach us from Monday to Friday from 08:00 to 18:00
on 058 201 31 67 or via the contact form.