I had an issue myself. The 500 XTZ note I bought shows empty when I scan the QR code, though I certainly paid to have it funded in the group buy.
The 500 XTZ note appears empty. tz1UTpvzShtRxv297JjEW2i3UZZ4TxpAC3uW
https://imgur.com/a/BwQxdMQBitcoin Suisse said this in an email to me:
"In order to load them you would first have to have the correct amount in the respective currency on your Bitcoin Suisse account.
Once you have enough funds on your account, your can send us the security code that was delivered with the certificate (Please note that it has to come from the e-mail address you are registered with on Bitcoin Suisse).
After the reception of the security code we will then be able to load the certificate with the respective amount."
As this was purchased in the group buy with Hhampuz, I reached out to him to sort this out. He says that he did not get any response when reaching out to Bitcoin Suisse.
This was about a year ago that I noticed this, and never really followed up. The last update I got from Hhampuz after asking if there was an update was "No reply as of yet.. :/" - that was Feb 12th 2021.