Recovering non-verified AGOV accounts


Description

For non-verified accounts, the AGOV assistant offers you various recovery methods. If a method does not apply to your case, the next method is offered in the following order:
    a) One-time code via SMS: If you have a mobile number stored in your AGOV account, you can request a code for recovery via SMS.
    b) Verification letter for Swiss home addresses: After the account recovery, you will receive a letter with a verification code at your home address.
    c) Video identification: If you live abroad, you must carry out a video identification to recover your AGOV account. This option is also triggered if a Swiss home address cannot be verified by the postal service.
If you are unable to recover your AGOV account using any of these methods or have problems with the recovery, you can submit a ticket at the bottom of this page.

Instructions

The AGOV assistant guides you through the selection of the appropriate recovery method. If the proposed method does not apply, the next method is automatically checked.
a) One-time code via SMS
  1. Request a one-time code via SMS to the mobile number stored in your AGOV account. This method is not displayed if no mobile number is saved in your AGOV account. If you have changed your mobile number, click on I do not have access to this phone.
    Illustration to send an SMS code to your mobile number. If you have changed your mobile number, click on I do not have access to this phone.
    Send one-time recovery code as SMS to mobile number.


  2. Enter the 6-digit code and click on Next.
    Enter an image for the verification code
    Enter an image for the verification code


  3. Register a new login factor ▼
    ×

    The login factors registered on the account are listed. Click Next to remove the login factors and start the verification.
    Display of registered login factors in your account for review. When you restore your account, all existing login factors will be removed from your account.
    Have you lost access to your login factors?


    Select the login factor you want to add to the account. Confirm the selection.
    Display the login factor, AGOV access app, security key that you want to add to the account.
    Select a login factor.


      a) Scan the QR code with the AGOV access app.
      Display of the QR code for scanning with your AGOV access app.
      Scan QR codes with the AGOV access app.


      b) Register your security key.

      Add a security key in Windows ▼
      ×

      1. Select the option Security key and connect it to your computer's USB port. In newer Windows versions, the first step is to select the option Use another device.
        Register the security key under other devices
        Register the security key under other devices

        Image with the option to select the security key as a passkey.
        Select the security key as the passkey.


      2. Confirm the next two prompts.
        Confirm the Windows security message to set up the security key.
        Confirm Windows security message.


        Confirm the Windows security message to set up the security key.
        Confirm Windows security message.


      3. Enter your security key PIN. If the security key has never been used before, you can set a new PIN.
        Image to enter the PIN of the security key.
        Enter the security key PIN.


        Image to set a new PIN and repeat if the security key has never been used before.
        Set a new PIN and repeat it if the security key has never been used.


      4. Tap to confirm your security key.
        An image asking them to tap their security key.
        Tap your security key.


      5. The security key has been successfully registered as a login factor.
        Image confirming that the security key has been registered as a login factor.
        Successful registration of your security key.


      Add a security key in macOS ▼
      ×

      To login with a FIDO2 security key on a macOS computer at agov.ch, we recommend using Google Chrome (or Microsoft Edge) on your Mac. These browsers provide the most reliable support for FIDO2/WebAuthn technology, especially when used with USB security keys or Touch ID. Firefox is not recommended as it may experience limitations or malfunction when using FIDO2 on macOS. Safari also offers limited support.
      Therefore, please use Chrome for registration and login with FIDO2 on agov.ch.


      Notes
      To use security keys on Macs, a PIN must be set before using them for the first time.
      1. Chrome
        Use the Chrome browser to set the PIN on a new security key:
        • Open Chrome and type chrome://settings/securityKeys into the address bar.
        • Insert the FIDO2 key into your computer.
        • Follow the instructions to set or change your PIN.

        Chrome and Firefox web browser prompts
        • Select the Security key option.
          Picture showing the selection of possible passkeys. Select the USB security key.
          Select the USB security key.


        • Connect the security key to your Mac's USB port.
          Image with the prompt to tap to connect your security key to your Mac.
          Attach the security key and tap on it.


        • Enter your security key PIN. Tap to confirm your security key.
          Image for entering the existing PIN of the security key.
          Enter the existing PIN for the security key.


          Chrome web browser only: If the security key has never been used, you can define a new PIN.
          Image to enter and repeat a new PIN for the security key.
          Set and confirm a new PIN for the security key.

      2. Firefox
        Firefox is not recommended on Mac for FIDO2 Scurity Keys.

        Read the instructions anyway
        ×

        If the security key is registered in the Safari browser, the PIN must be set in accordance with the security key manufacturer's instructions. Once the PIN has been set, the security key can be registered in the AGOV account. If no PIN was set before registration, the following error message appears:
        Image with error message if no PIN was set before registration.
        Error message if no PIN was set before registration.

        Registering the security key
        The prompts may vary depending on the MacOS version and the web browser used.

        Safari web browser prompts

        • Select the Security key option.
          Screen with options to log in with a smartphone or security key.
          Login with security key.


        • Connect the security key to your Mac's USB port.
          Image with the prompt to insert the security key into the USB port.
          Insert the security key into the USB port.


        • Enter your security key PIN. Tap to confirm your security key.
          Image to enter the security key PIN with the prompt to tap on the key afterwards.
          Enter your security key PIN.



      3. User guides for security keys are available on the following manufacturers' support websites:
        Token2 security key
        Youbico security key


    The registration of the login factor is confirmed.
    Registration of login factor is confirmed and the device name is displayed.
    Registration successful with display of device name.


b) Verification letter
  1. Read the notes and click Next.
    Note that none of the available recovery methods were successful. The AGOV app or a security key must be registered.
    Continue to register the AGOV app or a security key.


  2. Register a new login factor ▼
    ×

    The login factors registered on the account are listed. Click Next to remove the login factors and start the verification.
    Display of registered login factors in your account for review. When you restore your account, all existing login factors will be removed from your account.
    Have you lost access to your login factors?


    Select the login factor you want to add to the account. Confirm the selection.
    Display the login factor, AGOV access app, security key that you want to add to the account.
    Select a login factor.


      a) Scan the QR code with the AGOV access app.
      Display of the QR code for scanning with your AGOV access app.
      Scan QR codes with the AGOV access app.


      b) Register your security key.

      Add a security key in Windows ▼
      ×

      1. Select the option Security key and connect it to your computer's USB port. In newer Windows versions, the first step is to select the option Use another device.
        Register the security key under other devices
        Register the security key under other devices

        Image with the option to select the security key as a passkey.
        Select the security key as the passkey.


      2. Confirm the next two prompts.
        Confirm the Windows security message to set up the security key.
        Confirm Windows security message.


        Confirm the Windows security message to set up the security key.
        Confirm Windows security message.


      3. Enter your security key PIN. If the security key has never been used before, you can set a new PIN.
        Image to enter the PIN of the security key.
        Enter the security key PIN.


        Image to set a new PIN and repeat if the security key has never been used before.
        Set a new PIN and repeat it if the security key has never been used.


      4. Tap to confirm your security key.
        An image asking them to tap their security key.
        Tap your security key.


      5. The security key has been successfully registered as a login factor.
        Image confirming that the security key has been registered as a login factor.
        Successful registration of your security key.


      Add a security key in macOS ▼
      ×

      To login with a FIDO2 security key on a macOS computer at agov.ch, we recommend using Google Chrome (or Microsoft Edge) on your Mac. These browsers provide the most reliable support for FIDO2/WebAuthn technology, especially when used with USB security keys or Touch ID. Firefox is not recommended as it may experience limitations or malfunction when using FIDO2 on macOS. Safari also offers limited support.
      Therefore, please use Chrome for registration and login with FIDO2 on agov.ch.


      Notes
      To use security keys on Macs, a PIN must be set before using them for the first time.
      1. Chrome
        Use the Chrome browser to set the PIN on a new security key:
        • Open Chrome and type chrome://settings/securityKeys into the address bar.
        • Insert the FIDO2 key into your computer.
        • Follow the instructions to set or change your PIN.

        Chrome and Firefox web browser prompts
        • Select the Security key option.
          Picture showing the selection of possible passkeys. Select the USB security key.
          Select the USB security key.


        • Connect the security key to your Mac's USB port.
          Image with the prompt to tap to connect your security key to your Mac.
          Attach the security key and tap on it.


        • Enter your security key PIN. Tap to confirm your security key.
          Image for entering the existing PIN of the security key.
          Enter the existing PIN for the security key.


          Chrome web browser only: If the security key has never been used, you can define a new PIN.
          Image to enter and repeat a new PIN for the security key.
          Set and confirm a new PIN for the security key.

      2. Firefox
        Firefox is not recommended on Mac for FIDO2 Scurity Keys.

        Read the instructions anyway
        ×

        If the security key is registered in the Safari browser, the PIN must be set in accordance with the security key manufacturer's instructions. Once the PIN has been set, the security key can be registered in the AGOV account. If no PIN was set before registration, the following error message appears:
        Image with error message if no PIN was set before registration.
        Error message if no PIN was set before registration.

        Registering the security key
        The prompts may vary depending on the MacOS version and the web browser used.

        Safari web browser prompts

        • Select the Security key option.
          Screen with options to log in with a smartphone or security key.
          Login with security key.


        • Connect the security key to your Mac's USB port.
          Image with the prompt to insert the security key into the USB port.
          Insert the security key into the USB port.


        • Enter your security key PIN. Tap to confirm your security key.
          Image to enter the security key PIN with the prompt to tap on the key afterwards.
          Enter your security key PIN.



      3. User guides for security keys are available on the following manufacturers' support websites:
        Token2 security key
        Youbico security key


    The registration of the login factor is confirmed.
    Registration of login factor is confirmed and the device name is displayed.
    Registration successful with display of device name.



  3. Start the verification.
    Indicates that the login factor registration was successful and that verification is now required to complete the recovery process.
    Login factor successfully registered, verification is required.


  4. Enter your name and home address.
    Input screen to enter your name and home address.
    Enter your name and home address.


  5. Read the note regarding verification by letter.
    Note on verification by sending a letter. The letter is sent to the specified address. Enter the verification code in the recovery process.
    Note on verification by sending a letter.


    If your Swiss home address could not be verified by the postal service, or if you entered a foreign home address, video identification is automatically triggered. Continue in section c).
    Please note that further information is required based on the given residential address, domestic or foreign.
    A suitable verification method is offered.


  6. After successful address verification, you will receive a letter by regular mail with a verification code within 2-3 business days. You cannot use the AGOV login until the account recovery is complete.

    The verification code is valid for 14 days. If the account recovery is not completed within this period, the verification code expires and the account recovery must be restarted.

    Confirmation of the letter dispatch with the verification code. The verification code is valid for 14 days.
    Confirmation of the letter dispatch with the verification code.


Complete verification
Once you have received the verification letter, you can complete the account recovery.
  1. Log in to your AGOV account (agov.ch/me) with the AGOV access app or the security key.
    This image shows the login page of AGOV, where a QR code is visible.
    Click on the image to enlarge


  2. You will be informed that the recovery has not yet been completed. Click on Complete recovery.
    You will be informed that the restoration has not yet been completed.
    Complete the restoration.


  3. Confirm receipt of the verification letter.
    Input to confirm receipt of the verification letter.
    Confirmation of receipt of the verification letter.


  4. Enter the 12-digit verification code from the verification letter and click Verify.
    Figure for entering the verification code.
    Enter verification code.


    Illustration of a verification letter with the position of the verification code.
    Verification letter with verification code.


c) Video identification
  1. If none of the other methods apply, video identification is activated.
    Please note that further information is required based on the given residential address, domestic or foreign.
    A suitable verification method is offered.


  2. Select your nationality.
    Enter the nationality to be able to carry out the ID document check.
    Select your nationality (ID card).


  3. Select the identity document you wish to use to identify yourself.
    Select the ID card type, Swiss ID card or passport.
    Select ID card type (Switzerland).


    For foreign nationalities, only identity cards and passports in accordance with this Country list are accepted for video identification.
    Select the foreign ID card type. A link with the list of countries and valid ID cards will be displayed.
    Select ID card type (foreign).


  4. Read the instructions and then click Start.
    Instructions for video identification will be displayed. You will need a valid passport/ID card and a webcam and microphone.
    For video identification: a valid passport/ID card, webcam and a microphone.


  5. Enter your details. It is recommended to save a mobile number for simplified account recovery via SMS.
    Screen for entering your date of birth, gender and mobile number (recommended).
    Enter your details.


  6. Check your details. Use Back to return to the input screens to make corrections. Then click Confirm.
    Display your information for review. You can use Back to return to the input screens to make corrections.
    Review your information and correct it if necessary.


  7. After successfully registering for the identity check, the video identification will automatically start in the web browser. The service is provided by Adnovum and carried out by IDnow.

    Confirm the terms of use and the privacy policy. Click Start video identification.

    Information on the online video identification process. Confirmation of the terms of use and data protection policy.
    Information on the online video identification process.


  8. Select the device you want to use to identify yourself online.
    • Select the Computer & Webcam option to carry out the video identification in the web browser on a PC/laptop. Check your mobile number and confirm the remaining information. Click Start identification.
      Display of the options for video identification. Computer with webcam or with smartphone tablet.
      Select computer and webcam for video identification.


      Allow the IDnow service to use the microphone and camera.
      Allow the use of a microphone and camera for video identification.
      Allow use of microphone and camera.


    • Select the Smartphone & Tablet option to carry out the video identification using the IDnow app. Scan the QR code with your smartphone/tablet to install the IDnow app from the app store. Open the app and enter the Indent ID to start the identification.
      Video identification with smartphone or tablet: Scan the QR code to install the IDnow Autoident app
      With a smartphone or tablet: Scan the QR code to install the IDnow Autoident app


  9. The execution of the video identification depends on the selected device. With both devices, you will be guided through the identification process by an IDnow service representative.
    The following screenshot shows the video identification process in a web browser on a laptop with a webcam.
    Video identification process in a web browser on a laptop with a webcam.

  10. The result of the identity verification will be communicated to you verbally and confirmed by email. After the successful identity verification, the AGOV login can be used with the desired online service.

    The following situations may arise during the video identification process:

    • The identity check is rejected because the ID document is invalid, incorrect information has been provided or you have not appeared in person. If the proof of identity is rejected, the registration will be automatically canceled and you will have to re-register for the identity check. You can initiate a new registration by logging in to the authority's online service again with your AGOV login.
    • If the video identification is not carried out within 14 days of the registration date, the identity check will be automatically canceled. After that, you will have to register again for the identity check.

Related help articles

Address verification
ID/passport verification online
Adding a smartphone or tablet to your AGOV account
Adding security keys to your AGOV account


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