Can we help?

  • Do you need a new SIM card?

    Mobile ID is compatible with the latest SIM card version. If you have an outdated SIM card, you can order a new one here:

  • Have you forgotten your PIN?

    If you have forgotten your Mobile ID PIN or have changed your SIM card, you will need a new PIN.

If you have any other questions, please contact us.
  • What is Mobile ID?

  • Mobile ID is a digital identity on your mobile device for secure authentication (login) for various applications and portals.

  • How much does Mobile ID cost?

  • We make Mobile ID available to you free of charge. In some cases, however, some service providers (e.g. online portals to which you log in with Mobile ID) may charge a fee to use Mobile ID. If this is the case, the provider will state this on its website.

  • Is Mobile ID secure?

  • Mobile ID is a secure authentication method. It is based on certificates in which the SIM serves as a carrier for the confidential key material. The two factors of possession (cellular telephone and SIM) and knowledge (Mobile ID PIN) guarantee a high level of security.

  • Who knows my Mobile ID PIN?

  • Only you set your Mobile ID PIN on activation. The Mobile ID PIN is 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.

  • Is there a PUK for the Mobile ID PIN?

  • There is no PUK for Mobile ID. The PIN can be easily reset on the Selfcare Portal. Once reset, you will receive a new Mobile ID. You will then have to re- register your new Mobile ID for all applications.

  • Do I need to install software on my mobile device?

  • No, Mobile ID works with the latest generation of SIM cards and does not require any installation of software on the mobile device.

  • What do I do if I have forgotten or locked my Mobile ID PIN?

  • The PIN can be easily reset on the Selfcare Portal. Once reset, you will receive a new Mobile ID. You will then have to re- register your new Mobile ID for all applications.

  • Does Mobile ID work with any SIM?

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

    Sim order

  • Why do I have to activate Mobile ID?

  • By activating, the key material on the SIM is created and you set your personal Mobile ID PIN.

  • Does my Mobile ID contain personal data or can a service provider see who I am?

  • Your Mobile ID only contains one attribute, a unique serial number. No personal data is stored in the certificate or made accessible anywhere else.

  • Is Mobile ID also available abroad?

  • Mobile ID can be used in any country that supports SMS roaming. Mobile ID registration and use is free of charge for all cellular telephone customers of Mobile ID providers.

  • Is the use of Mobile ID subject to a fee abroad?

  • 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.

  • How can I transfer Mobile ID from an old to a new cellular telephone?

  • Mobile ID is stored on a SIM, not on a cellular telephone. If you insert the SIM into a new cellular telephone, you automatically transfer Mobile ID as well.

  • Does Mobile ID work on all smartphones?

  • Mobile ID is supported by all current devices and mobile operating systems such as Apple iOS, Android, BlackBerry, Microsoft Windows Phone or Symbian.

  • Why does my telephone display certain messages such as "The SIM has sent a text"?

  • 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.

  • Are there any problems when using dual SIM adapters?

  • Certain aftermar Mobile ID usually functions without any problems with cellular telephones that are manufactured to support two SIMs.

  • My mobile phone is displaying the error message "SIM error". What does this mean?

  • A timeout has occurred during activation of the Mobile ID function. Please restart activation.

  • How does Mobile ID work with tablets?

  • We recommend you use Mobile ID on a cellular telephone. Tablets often do not support the receiving of SMS, which prevents activation or use of Mobile ID. The field to enter the Mobile ID PIN By quickly double tapping on the text (e.g. "Authenticate with your Mobile ID PIN") and then on the entry field, the keyboard reappears. Another solution: Close PIN entry and start a second login immediately afterwards. The problem should not occur again on the second attempt.

  • Why do I suddenly get the message "Mobile ID is not supported by this phone", even though it worked before?

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

  • I can't send the code from my iPhone after typing it, the "Submit" button is suddenly missing. Also aborting and logging in again is not possible. What can I do?

  • Swisscom has reported this error to Apple and this bug will be fixed with a future software release by Apple. A short term solution to this problem is to change the orientation of the phone from portrait to landscape orientation, i. e. to rotate the phone accordingly. If the screen rotation is blocked, you can find out how to disable it on Apple's website.

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