Account recovery with personal identity check

Description

In the following cases, a personal ID check is requested for account recovery purposes:
  • Your AGOV account was verified with a personal ID check in the past, for example when you registered your account.
  • AGOV Support has initiated an account recovery with personal ID check because your address is abroad. In this case, the ID check is performed via video identification.
Depending on your place of residence and the method used for the last ID check, the following verification methods are available for the personal ID check:

Instructions

Conditions
You know the email address registered to your AGOV account and can receive emails there.

If you no longer have access to the registered email address, you will have to submit a written request to AGOV Support for a change of email address.

Request to change the email address ▼
×

Due to the Data Protection Ordinance, the registered email address can only be changed by written request. This prevents unauthorised third parties from gaining access to your AGOV account.

Please complete the request as follows:

  1. Download the request form: Adjustment request to reset or archive the AGOV account
  2. Select Option 1: No access to old mailbox (new email address) , enter your contact details and sign the request.
  3. Scan or photograph the completed and signed request form.
  4. Scan or photograph a valid ID document as proof of identity:
  5. Passport: personal data and signature page(s)
  6. Identity card: front and back
  7. Residence permit: front and back
  8. Send the request form and the ID copy as a PDF, JPG or PNG file by email with the subject "Reset AGOV account" to case@agov.admin.ch.
  9. The change of email address will be confirmed by email within 1 to 2 working days.


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.
    [recovwithcode3]


    No, only one login factor is available . Select the appropriate reason why you want to perform an account recovery.
    [recovwithcode4]


  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.
    [recovwithcode5]


  4. Based on your answers, an account recovery is necessary . Please read the instructions carefully before you start the account recovery.
    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 the AGOV access app settings to remove the account
      Image of the AGOV access app settings to remove the account


    2. Click on the account that you want to remove.
      Image with the request to remove the AGOV account.
      Remove AGOV account.


    3. Click on the three dots in the top right corner and select Remove 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.


    [recovwithcode6]


    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. The verification is dependent on you initiating the account recovery:

    Account recovery was initiated directly by you ▼
    ×

    The verification method selected during the last ID check is started automatically.
    • If your personal details have not changed since the last ID check, you can go to the relevant help article to carry out the verification:


    • If your personal details have changed since the last ID check, you will be requested to contact AGOV Support. The following message will be displayed. For this purpose, open 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.


    • If the selected verification method is not suitable, AGOV Support can assign you a different verification method. For this purpose, open a ticket at agov.ch/help.

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

    The verification method was defined by AGOV Support at your request. Go to the relevant help article to carry out the verification.

  12. Following successful verification, the AGOV login can be used normally again

Related help articles

Recovery link not working


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