Recovering an account with a verification letter

Description

In the following cases, a verification letter will be sent to your private address for account recovery purposes:
  • You had already received a verification letter in the past, for example when registering your AGOV account. Since then, there has been no personal ID check for the account.
  • You no longer have a recovery code and have submitted a reset request for your account.
Important notes
  • The account must be activated using the verification code in the verification letter which was sent to you by first-class post (A post) within 2 to 3 working days of the account recovery being completed.
  • The verification code is valid for 14 days . If the account recovery is not completed within that period, the verification code expires and the account recovery must be restarted.
  • Existing recovery codes are deactivated by an account recovery, and can no longer be used.

Instructions

Conditions
To carry out the account recovery, you must have access to the email address registered to your AGOV account.

Performing an account recovery

  1. Open the (agov.ch/me) AGOV login page in the 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. By answering the following questions, you can work out whether it is necessary to recover your AGOV account.
    Question as to whether you have registered one or more login factors for your AGOV login.
    Request for login details.


    Yes, several login factors are available . Select the appropriate reason why you want to perform an account recovery.
    List of reasons for account recovery when multiple login factors are registered.
    List of reasons for account recovery.


    No, only one login factor is available . Select the appropriate reason why you want to perform an account recovery.
    List of reasons for account recovery when only one login factor is registered.
    List of reasons for account recovery.


  3. If the following assessment is displayed, an account recovery is not necessary . Follow the recommendations and click on Back to cancel the account recovery. Instead, use the Login for the online service not working help article to test whether your AGOV login is working.
    Based on your answers, it does not appear that a recovery of your AGOV account is necessary.
    Account recovery is not necessary.


  4. Based on your answers, an account recovery is necessary . Before you start the account recovery, please read the instructions carefully.

    Check whether the AGOV access app is still installed on your smartphone or tablet. If yes, then the account that you want to recover must be removed from the app beforehand:

    Instructions for removing the account from AGOV access App ▼
    ×

    Prior to recovery, remove the account from the AGOV access app.
    1. To change the settings, open the AGOV access app and click on the gear icon in the upper right corner.
      Image of AGOV access after starting with the cogwheel to adjust the settings.
      Click on the image to enlarge


    2. Click on the account that you want to remove.
      Image to select the AGOV access app you want to remove.
      Select the AGOV account.


    3. Click on REMOVE ACCOUNT.
      Image with the request to remove the AGOV account.
      Remove AGOV account.


    4. Confirm removal of the account.
      Image with the request to remove the AGOV account.
      Confirmation of the removal of the AGOV account.

    Close the AGOV access app and continue with the account recovery.

    Based on your answers, it seems that a restoration of your AGOV login is necessary. Please follow the instructions.
    Start the recovery process.


    Click on Continue to start the account recovery.

  5. Enter the email address for the account that you want to recover.
    Image for capturing the email address. You will then receive an email with a link to start the recovery process. Important: only start this process if you have lost all your login factors.
    Enter your email address.

  6. You will receive an email from noreply@agov.admin.ch. Click on the recovery link in the email within 30 minutes, or copy the link into a new browser window.
    Note that an e-mail with a recovery link will be sent to the e-mail address provided.
    An email with a recovery link will be sent.

    With some email programs, the recovery link is disabled when the mail is opened. In this case, you will be prompted to re-enter the email address (see Recovery link not working help article).

  7. Click on Confirm to start the account recovery.
    Instructions for starting the account recovery process. The account cannot be used until the recovery process is complete.
    Information on account recovery.

  8. The login factors registered in the account (AGOV access app or security key) are listed. These will be deleted, and will have to be re-registered after the recovery. Click on Recover to initiate the account recovery.
    List of login factors registered in the account. These are deleted during the account recovery process and must be reregistered afterwards.
    List of login factors registered in the account.

  9. Select a new login factor that you would like to register. Follow the instructions to register the login factor.
    Select a new login factor that you want to register. The AGOV access app or a security key.
    Selection of a new login factor.

  10. After successfully registering the login factor, you can start the verification .
    After successfully registering the login factor, you can start the verification.
    Request to start the verification.

  11. Confirmation of your personal details is dependent on you initiating the recovery:

    Account recovery was initiated directly by you ▼
    ×

    • If your personal details have not changed since the last verification, then select the option My personal details have not changed .
      Image with selection of whether the personal data has changed since the last verification.
      Personal details have not been changed since the last check.

    • If your details have changed, you will have to contact AGOV Support to get your details updated. For this purpose, create a ticket at agov.ch/help.
      Note to contact AGOV support when restoring the account if personal details have changed since the last verification, with a link button to AGOV help.
      For account recovery, go to AGOV Help.


    Account was reset in accordance with your request to AGOV Support ▼
    ×

    Your address was entered in your AGOV account by AGOV Support. Click on Continue .
    Information page that your data has been changed by AGOV Support based on your request form. You can now continue.
    Personal data has been changed by AGOV Support.


  12. Confirm your first name, surname and the postcode you entered in your request, and click on Continue .
    Enter your personal details (first name, last name and postcode). These must match the account details of the account you want to restore.
    Enter your personal details.

  13. Following successful verification, a verification letter will be sent by first-class post (A post) to your address within 2 to 3 days. You will be unable to use the AGOV login until account recovery has been completed.
    Confirmation of the verification letter's dispatch. It takes about 2-3 business days for the letter to arrive at the address you provided.
    Confirmation of the sending of the verification letter.

Completing the verification
After you receive the verification letter, you can complete the recovery.
  1. Log in to your (agov.ch/me) AGOV account 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 receive an alert that the recovery is not yet complete. 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 on Verify .
    Enter the 12-digit recovery code here.
    Enter recovery codes.

    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 now been recovered, and the AGOV login can be used normally once 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.


Notes
  • You will not receive a new recovery code. If recovery is necessary again in the future, you can carry this out as described here.
  • Following recovery, the first name, surname and address listed under Personal details are shown with the status "verified". If you change these details, a new verification of your address is triggered, for checking purposes.
    The AGOV account with the personal data is displayed.
    Personal details with status display.

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