Frequently asked questions

In this FAQ, you will find the most frequently asked questions about our services. If you do not find the answer to your question, please contact us directly via the contact form. Enter a term in the search field and then scroll down slowly. All questions and answers that contain your search term will be highlighted in yellow.


  • The Mobile ID authentication solution protects access to corporate data and applications with a comprehensive all-in-one solution for two-factor authentication (2FA). Mobile ID is suitable for various use cases – from the simple addition of a second factor for an existing login or password-free two-factor authentication to online signatures and geo-location. It can be applied to various system landscapes and also meets strict regulatory requirements.

    • Flexible solution for different use cases and platforms
    • Whether cloud, in-house data centre or remote: a consistent user experience even in heterogeneous system landscapes
    • Easy installation, usability and practical self-service
    • Professional assistance from introduction to support
    • Mobile network companies ensure the logistics and distribution of the hardware
    • Scalable with high availability, provided in Switzerland
  • Use of Mobile ID is free of charge for the end user.

  • According to the federal government’s categorisation, Mobile ID is one of the most secure authentication methods. Combining the factors of possession (mobile phone or SIM card) and knowledge (mobile ID PIN) or biometric features (face, fingerprint) guarantees a high level of security.

  • A Mobile ID-enabled SIM card does not require any software to be installed on the mobile device. Only if you want to use the Mobile ID app do you have to download the Swisscom Mobile ID app from the App Store.

  • No, no personal data is stored in the certificate or made accessible in any other way.

  • Mobile ID (SIM card variant) also works abroad – everywhere where an SMS can be received. It uses a special protocol in the telecommunications standard. As many external parties are involved in the reception, Swisscom cannot guarantee reception for the Mobile ID. The Mobile ID app only works on the basis of an internet connection.

  • No. The use of Mobile ID abroad does not lead to any additional costs for you. No roaming fees are charged for using Mobile ID abroad.

  • We recommend that you use Mobile ID in your mobile phone.

  • No, Mobile ID usually also works via wifi. However, availability depends on the device and the mobile phone provider.

  • You can deactivate the Mobile ID SIM card or Mobile ID app via the internet portal using the self-help tools. You can reactivate a deactivated Mobile ID SIM or app at any time later.

    Deactivating Mobile ID
  • Have your provider disable your SIM card. This will also disable your Mobile ID. As soon as you've ordered a new SIM, you can reconnect your Mobile ID with your provider with the help of your recovery code.

    Create recovery code
  • You can activate the Mobile ID app even if you have already activated a Mobile ID SIM card on the same phone number. Note, however, that not all service providers support the Mobile ID app. Some service providers support both the Mobile ID SIM and the Mobile ID app, but one of the two methods is always preferred.

  • Whether a user can use the Mobile ID SIM or app primarily depends on the service provider. Some service providers support both the Mobile ID SIM and the Mobile ID app, but one of the two methods is always preferred.

  • You can test the Mobile ID SIM or app method on the Mobile ID internet portal

  • Currently, geo-fencing is supported by the Mobile ID app and by Swisscom Mobile ID SIM cards. Support from other Mobile ID SIM mobile operators is the works.

  • Please use the "Deactivate" function to delete the Mobile ID before handing it over. However, as long as you do not pass on your SIM and Mobile ID PIN at the same time, there is no possibility of misuse.

    Deactivate Mobile ID
  • All publicly accessible services on which Mobile ID was activated after 2020 support both SIM-based and app-based Mobile ID. In the case of internal company use (e.g. access as an employee, partner or supplier), the respective customer decides which additional modes are activated for which services.

  • Mobile ID fulfils the regulatory requirements for the release of remote signatures (according to CEN 419 241 and Implementing Regulation (EU) 2015/1502). Information on the creation of electronic signatures and the necessary requirements, such as prior identification, can be found at or directly from your trust service provider.

  • No, this is intentionally not supported. Mobile ID is part of security-critical solutions and an important security feature is that the loss of one's own phone number can be quickly noticed and blocked via the telecommunication providers.

  • Mobile ID SIM Card / eSIM

  • You define your own Mobile ID PIN during activation. The Mobile ID PIN is encrypted and stored exclusively on the SIM and is not known to us. The Mobile ID PIN is a 6-digit number and is not the same as your previous SIM PIN.

  • The Mobile ID PIN can be reset at this link.

    Reset PIN
  • Mobile ID requires a latest generation SIM. Mobile ID-compatible SIMs can be ordered for free from most mobile network providers.

    SIM order
  • Mobile ID is located in the SIM, not the mobile phone. When you insert the SIM into a new mobile phone, you also automatically transfer the Mobile ID. If switching to an eSIM, the transfer can be carried out using the recovery code. You can generate a new recovery code at any time at

    Create recovery code
  • Mobile ID also works with eSIMs, but has not yet been released by all providers and manufacturers.

  • Mobile ID is supported by all current devices and mobile operating systems such as Apple iOS, Android, BlackBerry, Microsoft Windows Phone or Symbian. Cell phones without smart capabilities also support Mobile ID.

  • You can use a recovery code to transfer the Mobile ID to the new SIM (

  • On the Mobile ID Internet portal you can check whether your SIM card supports Moible ID and has already been activated. If your SIM does not support Mobile ID, you can usually order it from your provider free of charge.

  • Yes, you can switch from one supported method to another as long as you keep the same mobile number. Before switching from one method to another, you must ensure that you have a recovery code or create a new one. Then the Mobile ID can be reactivated. To do this, use the recovery code you have received.

  • It is possible that a user has several SIM cards for the same phone number in different devices (in this case it is called MultiDevice) or several different SIM cards in the same device (Dual-SIM, Multi-SIM). Mobile ID works in both cases. However, the following should be noted:

    • With MultiDevice, the MobileID request is only sent to the main device for security reasons. At Swisscom, this can be seen at
    • For Dual SIM, the device used must support DSDS (Dual SIM Dual Standby). This has been the case for Apple devices with dual SIM function since iOS 14.
  • On some devices, the use of the Mobile ID vibration function leads to long delays or timeouts in the delivery of Mobile ID messages. Please always switch both "sound" and "vibration" on or off together.

  • If you use a physical SIM card from a Swiss mobile phone provider, you can simply change the SIM card when you change devices and continue to use Mobile ID as usual. For security reasons, the Mobile ID app must be reinstalled via the recovery code when the device is changed (or the operating system is reinstalled), as the backup methods provided by the manufacturers do not meet the security requirements of Mobile ID.

  • Mobile ID App

  • See

  • The Mobile ID app is not a replacement for the Mobile ID SIM card. The app is primarily designed for users based outside Switzerland who can’t use a Mobile ID SIM card.

  • The Mobile ID App is available for download in Switzerland and in all EU countries and various countries in North America and Asia. Android: Apple:

  • The Mobile ID app is available for Apple iPhones, as well as any mobile devices with an Android operating system. Devices with an outdated operating system may not be supported for security reasons.

  • We recommend that you use Mobile ID in your mobile phone.

  • Yes. An externally conducted security assessment has certified that the entire Mobile ID ecosystem, including the Mobile ID app, is highly secure.

  • Geo-fencing makes it possible to restrict access authorisations geographically. Swisscom Mobile ID provides reliable location data (country location) as the basis for access control. Not every service provider uses geo-fencing.

  • You can get a QR code at

  • Activation and recovery

  • Mobile ID contains an application on the SIM that, when used, communicates via encrypted SMS with the Mobile ID service. Certain manufacturers have built an alert message into the telephone when this happens. This alert message cannot be deactivated. On some cellular telephones, sending of the text may have to be confirmed.

  • Unlock your cell phone before you trigger activation in the portal. Otherwise, the incoming requests may be rejected by your phone.

  • If you quickly double-tap on the text (for example, “Authenticate with your Mobile ID PIN”), and then on the input field, the keyboard will reappear.

  • Solution: Mobile ID has crashed on your phone. Restarting the device will correct this error.

  • See

  • This indicates that your Mobile ID is working correctly, because these are not error messages from Mobile ID. To be on the safe side, please check on the Self-care Portal at whether you can successfully perform the Mobile ID test. If the test does not show an error, then the application you are using is blocking you. Please contact the provider of the application to solve the problem.

  • Error patterns

  • Certain situations may require you to reactivate the Mobile ID SIM card (e.g. after changing your SIM card) or Mobile ID app (e.g. after reinstalling the Mobile ID app). You can activate the Mobile ID SIM card or Mobile ID app via the internet portal using the self-help tools. The recovery code allows you to retain your existing connections to providers in such cases. You can generate a new recovery code at any time at

  • Write down your recovery code or print it out. Do not store the recovery code on your computer or mobile device. Keep your recovery code in a safe place.

  • If you lose the recovery code, you can create a new recovery code at any time at Old recovery codes become invalid in this case. The prerequisite for creating a new recovery code is successful authentication with Mobile ID.

  • During activation, the key material required for the authentication process is created on the SIM (or on the device).

  • Yes, it is possible to identify yourself using an already activated Mobile ID app instead of a recovery code. This is displayed as an option during the activation process. However, you can also generate a new recovery code at any time at

  • Business customers

  • Mobile ID enables a simple "overlay" or a direct linking of the user guidance by an "App to App Switch". Details are described in the Reference Guide. A direct integration as a white-label app is not possible, as Mobile ID is a neutral trademark of all telco providers in Switzerland.