Forgotten Password
Important note: You can only use the option, for which you have entered valid data into your mail.ch account. If you have created your account anonymously, or your provided details such as alternative E-mail address or mobile phone number are no longer valid, you will be not able to reset your password. The reason is that we need to verify the identity of a user, following our security and legal stipulations.
If you have forgotten the password for your mail.ch account, you can reset it on our forgotten password page. To do this, first go to https://my.mail.ch.
At the top right under the actual login fields you will find the link “Forgotten password?”, Click on this link.
On the “Forgotten password” page, you have various options for resetting your password.
Option 1 "I still have access via my e-mail client (Outlook, Thunderbird, Apple Mail)"
If you still have access to your account through an e-mail program, please use this option.
1. Enter your mail.ch address under "Your mail.ch address".
2. Within a few seconds you will receive an email with the confirmation code, please click on the link.
3. The browser opens the forgotten password page and the confirmation code is already entered. Please click “submit”.
4. On the following page you can determine a new password. Enter the new password into "New password" and confirm the entry in "Repeat new password:". Then click on the "submit" button.
5. The new password has been set!
Option 2 "I have saved an alternative mobile phone number"
If you have saved a mobile phone number for your account, you can receive the confirmation code via SMS.
1. Enter your mail.ch address under "Your mail.ch address".
2. Enter the stored mobile phone number under “Alternative mobile number” and click on the “submit” button.
3. You will receive an SMS with your confirmation code within a few minutes.
4. Enter the confirmation code from the SMS into the appropriate field, and click on "submit".
5. On the following page you can determine a new password. Enter the new password into "New password" and confirm the entry in "Repeat new password:". Then click on the "submit" button.
6. The new password has been set!
Option 3 "I have saved an alternative email address"
If you have saved an alternative e-mail address for your mail.ch account, you can receive the confirmation code to this address.
1. Enter your mail.ch address under "Your mail.ch address".
2. Enter the stored alternative E-mail address under “Alternative E-mail address” and click on the “submit” button.
3. You will receive an E-mail with your confirmation code within a few minutes.
4. Enter the confirmation code from the received E-mail into the appropriate field, and click on "submit".
5. On the following page you can determine a new password. Enter the new password into "New password" and confirm the entry in "Repeat new password:". Then click on the "submit" button.
6. The new password has been set!
Option 4 "I will send you my ID Card"
If you have saved your personal information, you can also send us a copy of your ID Card. The support team will verify the details with the account and then send you the confirmation code to a mobile number or email address of your choice.
1. Enter the e-mail address of your mail.ch account in "Your mail.ch - address".
2. Under "Contact e-mail address or telephone number:" please enter the e-mail address or mobile phone number to which the confirmation code should be sent. For "File 1" and "File 2" select the front and back of the identity card. The most common file formats are supported (e.g. .jpg, .pdf). Then click on the “Submit” button.
3. You will receive the confirmation code within 24 hours (Monday - Friday) to the chosen contact option. There is no check on Saturday and Sunday, so the confirmation code will be sent to you later.
4. Depending on the contact option, you will receive an e-mail or an SMS including the confirmation code.
5. Enter the confirmation code on our password-forgotten page under the option: “I received the code and would like to use it”
Option 5 “I would like to enter my 25-digit password reset code”
In your mail.ch account, you can generate a general 25-digit code and use it to reset the password in this option. You generate the code in your mail.ch Setup & Security Assistent.
You should save the code externally so that you can access it at any time if you need it.
After you have entered the 25-digit code in the fields provided, please click on "Submit". The fields for setting your new password will appear immediately afterwards.
General information on resetting the password:
- The confirmation code sent is only valid for three days
- Only German mobile phone numbers are supported as a contact option
- After resetting the password, the old password must be replaced against the new password in all e-mail programs used
- The old password must also be replaced aganst the new password in the “mail.ch mobile app”
