Perform an account recovery

Description

Account recovery is necessary in the following cases:
  • You have lost your smartphone or security key.
  • You have a new smartphone or tablet. The AGOV access app is installed on the new device but is not connected to your AGOV account.
  • You have deleted and reinstalled or reset the AGOV access app.
  • You have forgotten your security key PIN.
  • You have disabled the device lock (PIN, fingerprint or Face ID) on your smartphone or tablet.
  • When scanning the QR code, an error message appears stating that no account is registered in the AGOV app.

Instructions

Requirements
The following requirements apply to the account recovery process:
  • You know the email address that your AGOV account is registered to and can receive emails at that address.
  • You have a suitable login factor: a smartphone, a tablet or a security key.
You can now also carry out the account recovery independently without a recovery code.

Start account recovery
The AGOV assistant will guide you step by step through the account recovery process and offer you suitable options.

  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. By answering the following question, we will determine 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.


    1. If a restoration is required, the following steps must be completed beforehand:
      Check if the AGOV access app is still installed on your smartphone or tablet. If so, the account you want to recover must first be removed from the 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.

    2. Enter the email address associated with the account you want to recover. Click Continue to start the account recovery.
      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.


    3. An email will be sent to you from noreply@agov.admin.ch. Click the recovery link contained in the email within 30 minutes or copy and paste 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 certain email clients, the recovery link may be disabled when opened. In this case, a new prompt to enter the email address will be displayed (see Recovery link not working help article).

    4. Select the section that matches the screen displayed.
        a) If you see this image, then click this link:
        Start recovery ➽

        Also click this link if you no longer have the code.

        Image for capturing and confirming the 12-digit recovery code. A link is provided below if you can no longer access your code.
        Enter the 12-digit recovery code.


        b) If you see this image, then click this link:
        Start recovery ➽
        Start the recovery process to register a new login factor.
        Start the recovery process.

    Related Help Articles

    Adding a smartphone or tablet to your AGOV account
    Adding security keys to your AGOV account


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