FAQ

What is the LVGA and what is it for?

The LVGA is the official digital currency of the City of Lugano, created for use within the MyLugano network.

What it's for:

• Digital payments: you can use LVGA to make purchases at affiliated shops, bars, restaurants, and other businesses.
• Cashback: every purchase made with LVGA earns you up to 10% cashback, credited directly to your MyLugano wallet.
• Promoting local spending: by spending LVGA at local shops, you help support the local economy.

How to get LVGA:

• By making purchases in LVGA at affiliated businesses, receiving automatic cashback.
• By topping up directly via the MyLugano app,
• By participating in events or initiatives promoted in the app.

LVGA can only be spent within the MyLugano network, and its value is pegged to the Swiss Franc: 100 LVGA = 1 CHF.

What is MyLugano?

MyLugano is the official network of the City of Lugano, designed to encourage local spending and simplify access to city services and events.

At the heart of the platform is the LVGA, a digital currency you can obtain by:

• By making purchases at affiliated businesses,
• By topping up directly in the MyLugano app.

Using the app or the MyLugano Card, you can receive up to 10% cashback on your purchases. The accumulated LVGA can be spent in the city, creating a tangible benefit for you and the local economy.

In addition, the app allows you to:

• Access events and bookings,
• Access city services,
• View your balance and transactions,
• Easily manage your digital wallet,
• Use the chatbot or chat with real city experts

Why use MyLugano?

Using MyLugano offers tangible benefits for both you and the local economy:

1. Immediate savings – Every purchase in shops, bars, restaurants, and other affiliated businesses allows you to earn up to 10% cashback, credited in LVGA directly to your wallet.
2. Zero fees or costs on transactions for either you or the merchant
3. Simplified access to events and services – With the app, you can book and purchase discounted tickets for events and city attractions, or access digital public services.
4. Easy digital management – View your balance and transactions, manage your wallet, add family members, and keep everything under control simply and quickly.
5. City support and information – Through the app, you can use the chatbot or chat with real experts from the City of Lugano to receive information and assistance.
6. Support for the local economy – By spending LVGA in city shops, you help strengthen Lugano's commercial fabric.

App or physical card: which is better?

MyLugano works via both app and physical card, but there are important differences:

MyLugano App – the most comprehensive choice:

• Access to all features, including events, city services, balance, transactions, and digital wallet management.
• Ability to use cashback, LVGA, and other advanced features (such as transferring LVGA between Plus users).
• Always up to date with new initiatives and promotions.
• Convenient to use on your smartphone, with notifications and direct support via chatbot or city experts.

Physical MyLugano Card – for those who do not have a smartphone or prefer an analog format:

• Allows you to earn and spend LVGA and take advantage of cashback at participating stores.
• Limited compared to the App: it does not show real-time balance and transactions, nor does it allow online bookings or advanced wallet management.
• Requires visiting city offices for certain operations, such as issuance or renewal.

In short: the app is the most complete solution, while the physical card is designed for those who do not have a smartphone or prefer an analog format.

Is LVGA real money?

The LVGA is a stable-value digital currency, which can be used as a payment method exclusively within the MyLugano network. It cannot be converted back into CHF or any other physical or digital currencies.

In practice:

• 1 CHF = 100 LVGA (fixed value)
• LVGA can be used to pay for purchases, events, and services at MyLugano participating businesses.
• Its value does not fluctuate.

LVGA are primarily used for:

• Receiving cashback on purchases,
• Spending locally and supporting the city's economy,
• Accessing initiatives and benefits dedicated to MyLugano users.

Important: LVGA cannot be converted into cash or other cryptocurrencies and can only be used within the MyLugano network.

Who can use MyLugano?

MyLugano is designed for citizens, residents, and visitors who want to shop in Lugano and take advantage of local services and events.

In general, you can use MyLugano if you:

• Is at least 14 years old, accepts the
• terms of use,
• has a valid email address (not required for the physical card).

Because MyLugano handles payments and value transfers, the platform is subject to financial security regulations (KYC – Know Your Customer).

For this reason:

• some countries of residence or nationalities may not be supported,
• to access certain features, you may be required to complete an identity verification.

Full access to features therefore depends on the type of profile chosen (Base, Verified, or Plus).

These checks are in place to ensure user security and the proper use of the MyLugano network.

How to join the MyLugano app

Joining MyLugano via the app is quick and easy:

1. Download the MyLugano app from your smartphone's store (Apple Store or Google Play).
2. Register by entering your email address and password: this automatically gives you a Basic Profile, which allows you to start using the app with certain features and wallet limits. Immediately after registration, here is what you can do with the Basic Profile:
   • Top up or earn LVGA,
   • Make payments,
   • Access events, services, and initiatives available in the app.
3. If you want to unlock additional features and higher limits, you can complete the verification process by submitting the required documents step-by-step:
   • Verified Profile: more features and higher cashback
   • Plus Profile: ability to transfer LVGA to other users and higher limits

How to get the physical MyLugano Card

If you do not want to or cannot use the app, you can request the physical MyLugano Card at the Puntocittà offices in Lugano:

• Where: Puntocittà Lugano Centro or Puntocittà Pregassona
• What you need: a valid identity document (ID card, passport, or Swiss residence permit for foreign nationals valid for at least 6 months)
• Cost: CHF 5.00, which is immediately credited as 500 LVGA to your wallet. This welcome bonus is granted once per user.
• Validity: the Card is valid until the expiration date of the identity document provided.

The physical card allows you to accumulate LVGA with cashback and pay in stores, but it does not allow you to view your balance or transactions and does not provide access to the app's advanced digital services.

What documents are needed for the different profiles?

The MyLugano app offers three types of profiles, each with different features and limits:

• Basic Profile
  • Obtained by registering with an email, phone number, and password.
  • Allows you to start using the app immediately: top up or earn LVGA, make payments, and access events and services.
  • Standard cashback: 5% on purchases starting from CHF 5.00.
  • Information required: First name, last name, date of birth, email, password, and nationality.
  • Documents required: none.
  • Allows you to start using the app with certain features and wallet limits.

• Verified Profile
  • Available only after obtaining the Basic Profile.
  • Unlocks additional features and increases cashback to 10%.
  • Used to unlock higher cashback and other app features.
  • Higher wallet limits compared to the Basic profile.
  • Requires a front/back copy of your ID, a selfie, and your home address.

• Plus Profile
  • Available only after obtaining the Verified Profile.
  • Available only to adults.
  • Allows you to transfer LVGA to other users and offers even higher wallet limits.
  • Additional documents and information required:
    • Occupation and potentially the name of your employer
    • Recent proof of residence (e.g., electricity, water, or phone bill, or an official document)
    • Activation is subject to approval by the Municipality.

The required documentation depends on the profile you wish to activate and is necessary to comply with financial and KYC regulations, designed to prevent fraud and the misuse of funds.

Creating a family account / adding companions

MyLugano lets you easily manage your family members or other people you want to add as companions.

This feature allows you to:

• Share the benefits of cashback on purchases or booked events, multiplying the advantages for the whole family;
• Manage multiple tickets or bookings simultaneously;
• Associate valid digital cards with each companion to take advantage of the same features available on the main app.

Each added member must have an active MyLugano account to participate in the network and earn LVGA.

Does my profile expire?

• Basic Profile: validity is unlimited. You don't need to worry about expiration dates.
• Verified Profile and Plus Profile: validity corresponds to the expiration date of the identity document provided during registration.
• Renewal: you can update your documents directly from the app. For the physical MyLugano Card, however, you must visit the Puntocittà Lugano Centro or Pregassona offices.
• What happens if your document expires: if you do not renew your documents, your profile will be automatically downgraded to Basic Profile, with restrictions on features and wallet limits until you renew.

How to change your personal information

You can easily update your details directly from the app:

1. Open the MyLugano app and from the Home screen, tap your photo in the top left corner to access your Profile section.
2. Tap Edit profile.
3. The Name and email fields cannot be changed, but you can update all other fields.
4. Save your changes to apply them.

Account deletion

You can close your MyLugano account at any time directly from the app:

1. Open the MyLugano app, tap your photo in the top left corner of the home screen and select Settings.
2. Select Delete account.
3. Confirm the deletion.

Important:

• Deletion is permanent. All remaining LVGA and other digital assets in your wallet will be lost, with no possibility of a refund.
• If you had created a Family / Caregiver Account, deleting the main account will also delete the linked profiles.
• For security and to manage any remaining funds, make sure to transfer or spend your LVGA before proceeding.

How to get LVGA

You can get LVGA in several ways, all of which are simple and designed to encourage local spending in Lugano:

• Automatic cashback‍
  
  • When you pay with MyLugano (via the app) at participating businesses—easily recognizable throughout the city and in the app—you receive up to 10% cashback in the form of LVGA.
  • LVGA are automatically credited to your account.

• ‍Cashback to be requested from the merchant‍
  
  • When paying with cash or by card, cashback is not automatic. However, you can request it from the merchant and collect it using the “Cashback” feature.

• ‍Top-up/purchase directly from the App‍
  
  • You can purchase LVGA at any time from the “Top-up” section of the MyLugano app, quickly and securely.

• ‍Events, initiatives, and special promotions‍
  
  • At certain times, the City or MyLugano partners may offer promotional LVGA (for example, for events, campaigns, or city initiatives).

The LVGA you earn, which can be used to pay for purchases, events, or services available in the app, are immediately loaded:

• into your digital wallet on the MyLugano app, if you use the app.
• onto your physical MyLugano Card, if you use the card.

Where can I see my LVGA?

Your LVGA, whether accumulated through cashback, purchased, or collected via promotional initiatives, are available within the digital wallet of the MyLugano app.

In the wallet, you can not only view your LVGA balance and transactions but also manage other digital currencies, NFTs, cards, and tickets.

How to purchase (top up) LVGA

Puoi ricaricare i LVGA direttamente dall’app MyLugano, in qualsiasi momento.

From the “Buy LVGA” section, you can:

• choose the amount,
• complete the payment using the available methods,
• see the LVGA credited to your wallet immediately.

Topping up is simple, secure, and instant.

Important: It is not possible to top up LVGA via a physical card; this can only be done using the APP

How to pay with LVGA

Paying with LVGA is easy:

• With the app: Click the “Pay” button, scan the QR code at the checkout, and confirm the payment.
• With the physical card: show your card at the checkout; the merchant will scan your QR code and complete the transaction. You will also be able to view your card balance at this time.

Payment can only be made at MyLugano affiliated businesses.

How to receive cashback

Cashback is awarded on purchases over 5 CHF and up to a maximum of 500 CHF (50,000 LVGA):

• automatically only when making a purchase in LVGA
• manually at the time of payment (using any payment method). Simply select “Cashback” and show the QR code to the merchant, who will complete the process.

In both cases, the LVGA are credited directly to your account.

How to view your balance and transactions

From the MyLugano app, you can:

• check your available LVGA balance,
• view all transactions made,
• verify top-ups, payments, and cashback received.

If you use the physical card, you can check your balance:

• via the help desk or support
• by asking participating merchants, who can view the balance on their terminal after scanning your QR code

Can I transfer LVGA to other users?

Yes, only with the Plus Profile.

With this profile, you can:

• send LVGA to other MyLugano users,
• receive LVGA from other MyLugano users,

This feature is not available for the Basic or Verified Profile.

Are there transaction fees?

No.

The main operations on MyLugano (payments, cashback, wallet management)

do not incur any additional costs for the user

What types of assets can I manage in the MyLugano wallet?

The MyLugano App digital wallet allows you to manage four main categories of assets:

• Digital currencies: LVGA and other tokens issued by the City, plus any external digital currencies (for experienced users).
• NFTs: unique assets for collections or special City initiatives.
• Cards: digital MyLugano Card, Lido Card, and other future cards linked to your user profile.
• Tickets: all tickets and bookings made through the App.

How do currencies work in the wallet?

Currencies issued by the City (LVGA, Culture Credit) are based on the SwissLedger blockchain. They can be used for payments within the MyLugano network. External currencies can only be loaded by experienced users and involve risks such as loss of funds or sending to incorrect wallets.

How to receive cashback

‍Cashback is awarded on purchases over 5 CHF and up to a maximum of 500 CHF (50,000 LVGA): -> the current terms and conditions state: 10% for every purchase starting from 5.00 CHF

Which assets are not managed by the City and are the User's responsibility?

LVGA and NFTs issued as part of City projects are recorded on SwissLedger, the city's blockchain, and are part of the MyLugano ecosystem services.

Cryptocurrencies and external digital assets, on the other hand, are based on external public blockchains and are neither managed nor controlled by the City. The “Assets” section of the MyLugano app allows the User to access a self-custody digital wallet, through which it is possible to independently manage digital assets, such as:

• cryptocurrencies
• NFTs outside the city ecosystem
• other digital tokens
• digital tickets and bookings

on various blockchains, outside of the ecosystem provided by the Municipality. Managing digital assets is an advanced way to use the app, intended exclusively for Users who are already well-versed in how digital wallets work.

This type of use involves certain risks, including, but not limited to:

• loss of the private cryptographic keys required to access the wallet or stored funds
• sending tokens to an incorrect address
• fluctuations in the value of digital assets
• incurring fees related to transactions performed on blockchains

The City of Lugano has no control over assets managed through the “Assets” section and assumes no responsibility for any losses, changes in value, or costs resulting from the use of this feature.

Is the App secure?

Yes, MyLugano is designed with multiple layers of security to protect your account and digital funds:

1. User authentication: an email and password are required to access the App.
2. Unlock PIN: a personal code to quickly open the App on your device.
3. Secret phrase: a unique phrase generated when you activate the digital wallet section for cryptocurrencies, NFTs, or other digital assets; it protects your assets and allows for recovery if your device is lost.
4. Face or fingerprint recognition (optional): available on compatible devices to add an extra layer of security.

With these combined systems, even if your phone is lost or stolen, your wallet funds and personal information remain protected.

Managing credentials and PIN

In the Profile section of the App, you can easily manage your credentials and unlock PIN:

1. Changing your password:
   • Go to Profile → Change password.
   • Enter your old password and choose a new, secure one.
2. Changing your unlock PIN:
   • Go to Profile → Change PIN.
   • Enter your current PIN and set a new 4 or 6-digit code.
   The PIN is used to quickly unlock the App on your device and protect access to your digital wallet.

Secret Phrase

The Secret Phrase is a unique sequence of words automatically assigned when you activate the digital wallet section of the App for cryptocurrencies and NFTs.

• It is used to recover your assets (e.g., crypto, NFTs, digital tickets) if you change devices or reinstall the App.
• Important: you must save it in a secure place, because we cannot recover it for you. Without the Secret Phrase, you risk losing your assets permanently.
• It is not required for basic App functions or using LVGA.

Face Recognition

The MyLugano App supports face recognition as an optional authentication method to quickly access your account, in addition to your password and PIN.

• It allows you to securely unlock the App without typing your credentials every time.
• It is linked to your device: it will not work on other phones without setup.
• It does not replace the need to know your main password, which remains essential for major changes or account recovery.
• Biometric data remains stored only on your device and is not sent to the City's servers, ensuring privacy and security.

What to do if you change or lose your phone or email

If you change or lose your phone or access to your email, you can still recover your MyLugano account by following these steps:

1. Recovering on a new device
   • Download the MyLugano app on your new phone.
   • Enter your credentials (email and password) to log in.
2. Digital wallet secret phrase
   • If you have activated the digital assets section (crypto, NFT, LVGA), you will be asked to enter the Secret Phrase generated previously to restore your wallet.
   • Important: if you have not saved it, it will not be possible to recover your digital assets.
3. Recovering an inaccessible email
   • Contact MyLugano support at my@lugano.ch.
   • For security reasons, you may need to visit the Puntocittà Lugano Centro in person to verify your identity.
4. Blocking your account in case of theft or loss
   • If you suspect unauthorized use, contact support immediately to temporarily block your profile and protect your LVGA and other digital assets.

Forgot password

If you have forgotten your MyLugano account password:

1. Open the MyLugano app and click on “Forgot password?” on the login screen.
2. Enter the email address associated with your account and click on “Forgot password”.
3. You will receive an email with a link to reset your password.
4. Follow the link and choose a new, secure password.

During the password reset process, if you have activated the assets section, you will also be asked to enter your secret phrase (see more information about the secret phrase in the FAQ section dedicated to "Digital wallet and asset management").

Lost email access

If you no longer have access to the email address you used to register your MyLugano account:

1. Contact MyLugano support at my@lugano.ch and explain the situation.
2. For security and identity verification purposes, you will need to visit the Puntocittà Lugano Centro in person with a valid ID.

Payment / confirmation issues

If a payment is not recorded or you do not receive a transaction confirmation in the MyLugano App:

1. Check your internet connection: Ensure you are connected to the internet via mobile data or a stable Wi-Fi network.
2. Check push notifications: If notifications are disabled, the confirmation may not arrive immediately.
3. Check your transaction history:
   • Open the MyLugano app and click on “Transactions” to verify if the payment was recorded.
   • It may take a few seconds for the list to update; try closing and reopening the app.
4. Cashback not received: If the payment was made correctly but the cashback does not appear, you can show the transaction to the merchant or contact support.
5. Assistance: If problems persist, write to my@lugano.ch, including the date, time, transaction amount, and merchant name.

I don't have a smartphone

If you do not have a smartphone or prefer to use a physical solution, you can still access MyLugano benefits using the physical MyLugano Card.

Why was MyLugano developed?

MyLugano was developed by the City of Lugano to support and strengthen the local economy. The initiative aims to:

• Encourage shopping at local businesses, generating a virtuous spending cycle that benefits local shops, bars, restaurants, and services.
• Foster the digitalization of the local economy, by integrating innovative payment tools and secure digital fund management.
• Reward citizen participation, by offering cashback and other incentives in LVGA, which can be reused within the network, creating shared value.
• Promote a more connected and collaborative city, where citizens, merchants, and institutions interact through a single platform for services, events, and initiatives.

In short, MyLugano is not just an app or a payment system: it is a strategic tool designed to strengthen the city's economic fabric, support local businesses, and turn daily spending into an opportunity for shared value.