Recovering verified AGOV accounts

Description

To restore verified AGOV accounts, you need to re-verify your identity so that you can be identified as the rightful account holder. The AGOV assistant will suggest suitable verification methods:
    a) Verification letter for Swiss residential addresses: After account recovery, you will receive a letter with a verification code at your residential address.
    b) Personal proof of identity: Your identity will be verified at a post office, bank counter or via video identification.
If you are unable to recover your AGOV account using any of these methods or are having trouble with the recovery process, you can submit a ticket at the bottom of this page.

Instructions

a) Verification letter for Swiss residential addresses
  1. Click Confirm to start the recovery process.
    Picture where you have to confirm the start of the recovery process.
    Start the recovery process.


  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 recomended 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.
    Display indicating that the login factor has been registered successfully and that a verification of your data must now be carried out.
    Start data verification.


  4. Select the appropriate option to confirm your personal details.
    Display for selecting whether or not your data, name, address, nationality, have changed.
    Have your personal details changed or not?


    a) My personal details have not changed ▼
    ×

    1. Confirm your first name, last name and postcode that you provided in your application and click Continue.
      Display for entering first names, last names and postcodes. This information must match the details of the account you want to restore.
      Enter your details, these must match your account.


    2. Start the selection of verification methods.
      Indication that a few questions need to be answered in order to find the most suitable verification method for you.
      Note to find the most suitable verification method.


    3. Select your nationality and the ID document you wish to use for identification.
      Display to select your nationality and identification document.
      Select your nationality and identification document.


      For foreign nationalities, only identity cards and passports according to this Country list are accepted for postal verification and video identification.
      Display to select your nationality and ID document, including a link to a list of countries with the accepted ID documents.
      Select your nationality and ID document.


    4. The verification method depends on your residential address:

      a) Verification letter for Swiss residential addresses
      Select the letter verification code option and click Start.

      Indicator of the appropriate verification method: Verification letter for Swiss residential addresses.
      Verification letter for Swiss residential addresses.


      After successful verification, you will receive a verification letter to your home address by A Mail within 2-3 business days. You will not be able to use the AGOV login until the account recovery process is complete.


      b) Video identification for foreign residential addresses
      Please carry out the selected proof of identity with the following instructions:
      Video identification (IDnow) ➽


    5. After the successful completion of the identity verification, your AGOV account will be activated and can be used normally for AGOV login. The activation will be confirmed by email.
      Confirmation that you will receive a letter with the recovery code within 2-3 business days. You will also receive a corresponding email.
      Confirmation of dispatch of letter.


    Complete verification
    After you have received the verification letter, you can complete the account recovery.
    1. Log in to your AGOV account (agov.ch/me) using the AGOV access app or 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 notified 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.


    5. Confirm and save new verification code ▼
      ×

      Click Reveal Code to display the recovery code for your AGOV account.
      Click Reveal Code to see the recovery code for your AGOV account.
      Reveal Recovery Code.


      Click Download PDF and save the PDF file in a secure location that you can easily find. Click Next[/b] to complete the registration.
      Click on Download as PDF and save the PDF file in a secure location that is easy for you to find.
      Download the PDF with the recovery code and store it in a safe place.


      Enter the recovery code to confirm.
      Enter the recovery code for verification.
      Enter the recovery code for verification.


      The AGOV account has been restored and the AGOV login can be used normally again.
      Confirmation of successful verification. The AGOV login can be used normally again.
      Successful verification.


    b) My personal details have changed ▼
    ×

    1. Read the notice and click Next to start updating your personal information.
      Please note that if you modify your personal data, a new chargeable verification of the data could take place.
      Start personal data update.


    2. Enter a reason for updating your personal information.
      Image for recording the reason for updating personal data. Marriage, relocation, etc.
      Reason for updating data for support.


    3. Enter your name and current residential address in the form.
      Input form for entering your first name, last name and current home address.
      Recording your personal data.


    4. Enter your date of birth, gender and nationality.
      Form for entering your date of birth, gender and nationality.
      Collection of further personal data.

    5. Start the selection of the verification method.
      Note that the appropriate verification method is selected on the basis of the following questions.
      Note on selecting the appropriate verification method.


    6. Select the ID document you wish to use for identification.
      Selecting the identification document, passport or ID card for the identification process.
      Selecting the identification document.


      For foreign nationalities, only ID cards and passports according to this Country list are accepted for postal verification and video identification.
      Display to select your nationality and ID document, including a link to a list of countries with the accepted ID documents.
      Select your nationality and ID document.


    7. The appropriate verification methods are displayed based on your nationality and the selected ID document. Select the desired method and click Start.
      Display of available verification methods for selection, postal verification, counter identification or video identification.
      Selectable verification methods.


    8. Enter the ID number for the selected ID document and confirm it.
      Display Select the ID type and enter the corresponding ID number.
      Select ID type and enter ID number.


    9. Verify your identity using the appropriate method:

    10. The change of your details still needs to be checked by AGOV support. This process can take up to 72 hours. You will be notified by email when the validation is complete.
      Please note that your identity check has been successfully completed and that an AGOV support agent will validate it. This process can take up to 72 hours. You will receive an email.
      Your application must still be validated by an AGOV support agent. You will receive an email.



b) Personal proof of identity
  1. Click Confirm to start the recovery process.
    Picture where you have to confirm the start of the recovery process.
    Start the recovery process.


  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 recomended 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.
    Display indicating that the login factor has been registered successfully and that a verification of your data must now be carried out.
    Start data verification.


  4. Select the appropriate option to confirm your personal details.
    Display for selecting whether or not your data, name, address, nationality, have changed.
    Have your personal details changed or not?


    a) My personal details have not changed ▼
    ×

    1. Confirm your first name, last name and the postal code that you provided in your application and click Next.
      Display for entering first names, last names and postcodes. This information must match the details of the account you want to restore.
      Enter your details, these must match your account.


    2. Start the selection of verification methods.
      Indication that a few questions need to be answered in order to find the most suitable verification method for you.
      Note to find the most suitable verification method.


    3. Select your nationality.
      Display to select their nationality so that the right types of identification documents are displayed for the identification process.
      Select your nationality.


    4. Select the ID document you would like to use for identification.
      Selecting the identification document, passport or ID card for the identification process.
      Selecting the identification document.


      For foreign nationalities, only ID cards and passports according to this Country list are accepted for postal verification and video identification.
      Display to select your nationality and ID document, including a link to a list of countries with the accepted ID documents.
      Select your nationality and ID document.


    5. The appropriate verification methods are displayed based on your nationality and the selected ID document. Select the desired method and click Start.
      Display of available verification methods for selection, postal verification, counter identification or video identification.
      Selectable verification methods.


    6. Enter the ID number for the selected ID document and confirm it.
      Display Select the ID type and enter the corresponding ID number.
      Select ID type and enter ID number.


    7. Complete the selected proof of identity with the appropriate instructions:


    8. After successful completion of the identity verification, your AGOV account will be reactivated and can be used normally for AGOV login. The reactivation will be confirmed by email.

    b) My personal details have changed ▼
    ×

    1. Read the notice and click Next to start updating your personal information.
      Please note that if you modify your personal data, a new chargeable verification of the data could take place.
      Start personal data update.


    2. Specify a reason for updating your personal information.
      Image for recording the reason for updating personal data. Marriage, relocation, etc.
      Reason for updating data for support.


    3. Enter your name and current home address in the form.
      Input form for entering your first name, last name and current home address.
      Recording your personal data.


    4. Enter your date of birth, gender and nationality.
      Form for entering your date of birth, gender and nationality.
      Collection of further personal data.


    5. Start the selection of the verification method.
      Note that the appropriate verification method is selected on the basis of the following questions.
      Note on selecting the appropriate verification method.


    6. Select the ID document you wish to use to identify yourself.
      Selecting the identification document, passport or ID card for the identification process.
      Selecting the identification document.


      For foreign nationalities, only ID cards and passports according to this Country list are accepted for postal verification and video identification.
      Display to select your nationality and ID document, including a link to a list of countries with the accepted ID documents.
      Select your nationality and ID document.


    7. The appropriate verification methods are displayed based on your nationality and the selected ID document. Select the desired method and click Start.
      Display of available verification methods for selection, postal verification, counter identification or video identification.
      Selectable verification methods.


    8. Enter and confirm the ID number for the selected ID document.
      Display Select the ID type and enter the corresponding ID number.
      Select ID type and enter ID number.


    9. Verify the selected proof of identity using the appropriate instructions:
    10. The change of your details must still be checked by AGOV support. This process can take up to 72 hours. You will be notified of the completion of the validation by email.
      Please note that your identity check has been successfully completed and that an AGOV support agent will validate it. This process can take up to 72 hours. You will receive an email.
      Your application must still be validated by an AGOV support agent. You will receive an email.




Related help articles

Address verification
Video identification (IDnow)
Adding a smartphone or tablet to your AGOV account
Adding security keys to your AGOV account


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