Recovering an account with a verification letter

Description

In the following cases, a verification letter will be sent to your private home address for account recovery:
  • You have already received a verification letter in the past, for example when registering your AGOV account.
Important notes
  • The account must be unlocked using the verification code sent to you by regular mail in the verification letter, within 2-3 business days after completing the account recovery.
  • 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.

Instructions

Prerequisite
To carry out the account recovery, you must have access to the email address your AGOV account is registered with.
Perform account recovery
  1. Open the AGOV login page (agov.ch/me) in your web browser and click on Start account recovery.
    Image of the AGOV login page with the option to start the account recovery.
    Click on the image to enlarge


  2. Perform the account recovery according to the following help article: Perform an account recovery
    When you attempt to log in to your desired target application again, you will now be asked to verify your data. To do so, proceed as follows:
  3. You will be asked to start the verification.
    Please start the verification process.
    Please start the verification process.


  4. You will be informed that there are various verification methods. Follow the instructions on screen.
    Information on Different Verification Methods
    Information on Different Verification Methods


  5. Select the option that applies to your situation and follow the instructions on screen.
    Choosing a Place to Live
    Choosing a Place to Live


  6. For people residing in Switzerland, the verification method Letter Verification Code is displayed. For people who are not resident in Switzerland, the method ID/passport verification online is displayed. If this applies to you, follow the instructions at: ID/passport verification online
    Verification method is displayed
    Verification method is displayed


  7. You will be informed about the following steps in the verification process.
    Information on the next steps in the verification process
    Information on the next steps in the verification process


  8. Check or change your identity details.
    Verifying Identity Information
    Verifying Identity Information


    Verification of Residential Address
    Verification of Residential Address


  9. Check your details one last time and confirm them if correct. You can change your details if you have found errors. Use the Back button to do so.
    Please confirm your information
    Please confirm your information


  10. You will receive information that a letter containing a verification code will be sent to the home address you provided. This may take 2-3 business days.
    Information about sending the verification code by mail
    Information about sending the verification code by mail


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.
    Image with note that recovery is not yet complete.
    Finish recovery


  3. Confirm receipt of the verification letter.
    Image where you can confirm that you have received the verification letter.
    Confirm receipt of the verification letter.


  4. Enter the 12-digit verification code from the verification letter and click Verify.
    Enter the 12-digit Verification code
    Enter Verification code


    Printout of a verification letter with a 12-digit verification code to be entered.
    Verification letter with a 12-digit verification code.


  5. The AGOV account has been recovered and AGOV login can be used normally again.
    Confirmation that your AGOV account has been restored and that the AGOV login can be used normally again.
    Le login AGOV peut à nouveau être utilisé normalement.


Related help articles

Recovery link not working
Were we able to help you?
Read more help articles →