Help centre and frequently asked questions (FAQ)
This page will help answer your questions about My LO and solve issues that you may encounter. We hope that these explanations and videos will improve your experience. Our support team is, of course, also available.
Using My LO
Where can I find the apps and programmes to download?
The My LO and My LO Sign applications for iPhone and iPad are available in Apple’s App Store and those for Android tablets and smartphones in the Google Play Store.
If you search for “Lombard Odier” you will find them more quickly.
What happens if I delete the app on my device or reinstall it?
If the My LO app is uninstalled and reinstalled, it needs to be reactivated.
You will need your smartcard to do this. If you don’t have one, you can contact our support team, which will help you with the process.
Where can I find the IBAN and BIC/SWIFT codes for one of my accounts?
The IBAN can be found under Client Centre > Portfolios > Information.
Where can I switch on notifications?
You can turn on “push” notifications on your smartphone or tablet using the My LO mobile app. To do this, go to Client Centre > Settings > Push Notifications.
My LO Sign
About My LO Sign
My LO Sign is a mobile application which allows you to log on securely to My LO. My LO Sign is also needed to approve payments to a new beneficiary.
What should I do if I want to make payments and My LO Sign is required?
Confirmation is needed for payments to a new beneficiary. This is done via the Lombard Odier app “My LO Sign”, which needs to be installed on your smartphone or tablet. Confirmation via My LO Sign is a second verification factor, designed to strengthen the security of your e-banking operations, while guaranteeing data integrity between transmission and receipt of the order.
Please install the My LO Sign app, which will also enable you to connect to My LO web and mobile, in a simple and very secure way.
Why do I need to confirm new beneficiaries?
Confirming the creation of a new beneficiary via the My LO Sign app gives added security for your online payment operations. It helps ensure that payments are not made or manipulated by third parties.
In other words, this process guarantees that the order really is from yourself.
Why do I not have to confirm all payments on “My LO Sign”?
Only payments to new beneficiaries in Switzerland and foreign payments need to be confirmed via the My LO Sign app. Once a beneficiary has been approved, no further confirmation will be needed for subsequent payments.
Making payments
How do I make payments?
You can make a payment from the “payment” menu, by clicking on the “new payment” button.
How can I create a standing order?
You can create a standing order when you enter a new payment. When you enter a new payment, there is an option to choose the type of payment: single or recurring. For a standing order, you need to set the amount and frequency.
What are the payment limits in My LO?
The authorised payment limits are CHF 50,000 per transaction and CHF 100,000 per day in total (or the equivalent in another currency).
In which currencies can payments be made?
The authorised currencies are as follows: CHF, EUR, USD, GBP.
To which countries can I send a payment?
For security reasons, the list of countries to which a payment can be made has been limited to the following:
Andorra / Austria / Belgium / Cyprus / Czech Republic / Denmark / Estonia / Finland / France / French Guiana / Germany / Gibraltar / Great Britain / Greece / Guadeloupe / Iceland / Ireland / Italy / Latvia / Liechtenstein / Luxembourg / Macedonia / Malta / Martinique / Monaco / Montenegro / Norway / Netherlands / Poland / Portugal / Reunion / Romania / Salvador / San Marino / Slovakia / Slovenia / Spain / Sweden / Switzerland / Turkey.
Can I change or cancel a payment that has not yet been executed?
In principle, a payment entered with a future execution date can be changed or cancelled free of charge at any time up to the day before its execution date (value date). However, for some currencies, market rules mean payments must be cancelled at least two or three days before the execution date (value date).
In My LO, pending payments can be found under Payments > Payment History > Pending.
Can I cancel a payment that has already been completed?
A completed payment cannot be cancelled or changed. For any issues relating to completed payments, please contact the beneficiary directly to request a full or partial refund, or a correction.
Where can I find completed payments?
On the home page, click on Payments > Payment history.
You can search directly by entering a key word in the search bar or using the filters provided (date, currency, etc.).
How do I use the scan function in My LO mobile?
In the My LO mobile app, available for iOS and Android, go into the Payment menu and press “scan”.
A screen will immediately appear that enables you to scan a QR invoice or paying-in slip (functionality only available for clients resident in Switzerland).
Position your mobile device above the orange paying-in slip or QR invoice so that it shows the full line of code or the full QR code in the frame on the screen of your mobile device.
The payment is immediately digitised and displayed. Check the payment and add details if needed. Choose “next”, then “send” to send the payment.
Instant Payment
What is an instant payment?
An instant payment or transfer is a transfer credited to the account of the payee of your choice within ten seconds of the payment being approved.
Which payments are we talking about? Are all payments instant?
From 6 October 2025, EUR payments within the SEPA area will be eligible for instant payments. Payments outside the SEPA area and/or in another currency are not eligible at this stage.
For payments entered in your My LO space, you will be notified whether or not the payment is eligible when you enter the payment details. If a payment is not eligible, there is no change to the conditions of execution.
What is the difference between an instant payment and a standard payment?
A standard payment (SEPA or other) may take up to 24 or 48 hours to be credited to the payee's account. This timeframe varies depending on various factors (such as the time the transfer is entered, the currency, the amount, etc.).
An instant EUR payment will be executed within ten seconds of the instruction being approved. Your payee will receive the funds in their account within a few seconds.
Can I both send and receive instant payments?
Yes, with the exception of our branch in the United Kingdom, your account with Lombard Odier (Europe) S.A. allows you to receive instant payments and, from 6 October 2025, to send them as well.
How do I enable this feature?
If the payment feature is already available in your My LO space, it will automatically be enabled in your My LO space from 6 October 2025.
Your banker will also be able to make an instant transfer for your account from our internal systems on request.
How do I make an instant transfer?
Lombard Odier (Europe) S.A. offers this feature in your My LO space, as well as through instructions submitted directly to your banker who then processes them. In both cases, restrictions on the amount and available funds apply.
Is this feature also available in the evening and on weekends?
The instant payment service is available 24/7, 365 days a year in your My LO space.
Any other instructions submitted to your banker will be processed as soon as possible. Once an instruction has been approved internally the payment will be executed within ten seconds.
How much does an instant payment cost?
Instant payments are subject to the same fees as standard payments. Please refer to the current fee schedule.
What are the maximum amounts for an instant transfer?
For any instant (or standard) transfer submitted via your My LO space, the current limits are:
- Maximum EUR 50,000 per payment
- Maximum EUR 100,000 per day
These limits have been set to guarantee the security of your assets at Lombard Odier.
How will I be notified whether my instant transfer has been accepted or rejected?
You will automatically receive a notification in the notification centre in your My LO space The status of your payment will be communicated exclusively through this channel.
What should I do if my instant transfer is rejected?
If your instant transfer is rejected you can still make a standard transfer.
For urgent transfers exceeding the limits set in your My LO space, please contact your banker. They will assist you with the transfer of funds under the best conditions and as quickly as possible.
Verification of Payee
Which payments are we talking about?
All payments in euros executed through the SEPA system are subject to a VoP check. The checking system is deployed both in your My LO space and in the payment tools of Lombard Odier (Europe) S.A.. Consequently, payment instructions sent to your banker will also be subject to the VoP check once entered into our systems.
Does VoP also apply to payments I make to other countries?
Yes, VoP will be mandatory between banks in the euro zone from 9 October 2025, and between all banks in the EU from 9 July 2027.
It will also apply to payments made between different entities of Lombard Odier (Europe) S.A. in the euro zone. This regulation does not apply to the Lombard Odier (Europe) S.A. entity in the United Kingdom.
As an individual, can I opt out of this service?
No. Regulation (EU) 2024/886 is designed to protect consumers and requires banks to apply the mandatory VoP check to transfers initiated by individuals.
The VoP check applies to transfers made both between individuals and to transfers involving companies.
If there is an issue identifying the payee, will my payment be blocked or rejected??
No. Depending on the payment channel used (My LO or an instruction sent to your banker), you will be notified and asked to verify and confirm the name of the payee. The payment will then be executed once you have validated it.
Does the VoP guarantee that my payment will reach the correct payee?
No. The VoP is an information and decision-support tool that checks whether the details entered match those held by the beneficiary’s bank. The system alerts the party making the payment if there is a discrepancy. The payer must then verify the details entered. The payer can amend the transfer instruction, which will go through the VoP process again, or assume the risk of the payment reaching the wrong payee by executing the original instruction.
Are there any recommendations for payers (people initiating transfers)?
Yes. Verify that the payee’s name you enter exactly matches the name associated with the payee account. The name that matters is the one shown on the bank identity statement (RIB) of the payee account. In the absence of a RIB, refer to the name shown next to the IBAN on the invoice, for example. If you have any doubts, ask the payee for the correct name to enter.
To avoid repeated transfer alerts, make sure the names in your list of saved beneficiaries in My LO are up to date.
Are standing orders affected by VoP?
The VoP applies when new standing orders are set up or existing ones are amended. Existing standing orders are not affected unless they are amended.
Is there a minimum amount from which the VoP applies?
No. The VoP applies to all eligible transactions.
Does the VoP apply to instant transfers?
Yes. The VoP applies to traditional SEPA transfers (SCT) and SEPA instant transfers (SCT inst).
If I approve a transfer despite a VoP alert and suffer a financial loss, who is liable?
For all issues relating to liability, please refer to Regulation (EU) 260/2012 as amended by Regulation (EU) 2024/886 (Instant Payments Regulation or IPR) and the clarifications of requirements of the IPR as published by the European Commission on 23 July.
Security
What are good security practices?
All good practice guidance for e-banking security can be found on our dedicated page in your My LO application under: Client Centre > Settings > Security > Security - More.
How do I update my browser?
You should regularly update your browser to ensure optimal protection when you connect to My LO.
Supported browser versions
My LO only works correctly if you use one of the internet browsers listed below. For your own security, always use the latest browser version and install the available security updates.
Tips
- We recommend that you activate the Enable Automatic Updates function for your browser.
- Please also make sure that you are not using an operating system that is no longer provided with security updates by the manufacturer
Supported Internet browser
Operating system
What is a digital signature?
An electronic (or digital) signature is the digital version of a handwritten signature. It links electronic data to a digitised document.
This makes it possible to sign digital documents which previously had to be dealt with in hard copy. The electronic signature guarantees the contents of a document and the identity of the signatory by means of a signature certificate.
How do digital signatures work?
To start the electronic signature procedure and be able to sign your documents electronically through My LO, you must have access to MyLO eBanking and our My LO Sign mobile application.
The procedure is as follows.
First of all, you will be notified that a new document to be signed is available in My LO.
You must confirm the content of the document, and complete it if necessary, then start the signature process by following the instructions that will be provided to you.
Signing is done using the My LO Sign mobile application to ensure a high level of security.
Lombard Odier then generates the electronic document signature using a digital certificate. You confirm your signature to indicate that you accept the binding nature of the document signed electronically.
Once you have completed this stage of the signing procedure, you can upload the signed document to the "Documents > Signed documents" section and register it if you wish.
Where can I view documents awaiting signature?
Whenever new documents need to be signed, you will see a notification in My LO inviting you to start the signature process from the home page.
Where can I find my electronically signed documents?
You can find every document signed in the "Documents > Signed documents" section and download them if you wish.
Help and support
How can I get help with any questions?
Please contact our client support service on the following numbers:
Switzerland: +41 (0)22 709 33 51
Belgium: +32 (0)2 543 08 54
France: +33 (0)1 4926 4680
UK: +44 (0)20 3206 6111
Luxembourg: +352 2778 5555
Singapore: +65 6305 7798
(Monday to Friday, 8am-6pm CET)
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