Help and support
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Verifying my identity
As a telecom provider, CHmobile is legally required to verify your identity with a valid ID and securely store a digital copy in your account. This applies to all CHmobile mobile plans. The most convenient way to complete this process is online — fully digital and secure.
Digital identity verification (ID check)
You can verify your identity online either during your purchase or anytime later in your My CHmobile account or the CHmobile app.
How to verify your identity during your purchase:
Step 1: On the checkout page, after filling in your contact details, select “Scan now.”
Step 2: Enter your mobile phone number in the field provided.
Alternatively, you can scan the QR code displayed on the screen using your smartphone/tablet camera.
Step 3: If you have not scanned the QR code, click “Send SMS” to receive a link on your phone.
Step 4: Open the link you received and select the ID document you would like to scan.
Step 5: Click “Scan ID” to start the process and follow the on-screen instructions.
How to verify your identity in My CHmobile or the CHmobile app:
Step 1: Open the My CHmobile website or the CHmobile app and log in to your account.
Step 2: Go to “Account Settings.”
Step 3: Select “ID Documents.”
Step 4: Click “Add a new ID” and follow the instructions.
⚠️ Important: Scan a valid official ID document using your mobile phone camera. Depending on the document type, you may need to scan both the front and the back. (see the list of accepted documents below).
In order to accurately and securely identify you as a new customer, you will be asked to record a short 5-second selfie video once you have scanned your ID. The video will automatically be deleted (and not stored) after successful verification.
Accepted ID documents
The following personal identification documents are accepted for ID validation:
FAQ & Resolving issues
Why do I have to verify my identity?
As a telecommunications provider, CHmobile is legally obliged under the Surveillance of Post and Telecommunications Traffic Act (SPTA) to identify all customers with a valid ID and to store a secure digital copy of this ID in the customer’s account.
What are the benefits of verifying my identity digitally?
- Quick and easy: Just a few steps with your ID document and your verification is complete, wherever you are.
- Secure process: Your information is handled safely, never stored on your device, and only used to check your ID in line with Swiss law (SPTA).
- No extra cost: Digital verification is free, unlike identification at the Swiss Post which involves a fee.
What should I do if I get an error while scanning my ID?
If you encounter an error while scanning, check the following:
- The CHmobile app or your browser has permission to use your camera in your device settings.
- Your camera lens is clean and not blocked.
- The area is well lit, with no glare or shadows on the ID document.
- Place the ID on a stable surface so it stays steady and fully visible within the frame.
- Try carrying out the process again using another smartphone or tablet.
Why was my ID verification rejected?
Even if your digital verification went through, it can still be rejected after review for one of the following reasons:
- The ID document is expired or damaged.
- The document type is not an accepted ID.
- The details on the ID do not match the information provided in your order.
- The photo or information on the ID is unclear or does not match the video capture.
I completed the ID verification process, but my account shows “in progress”. What does this mean?
This means that your ID document and video have been successfully submitted and are currently being reviewed. This step can take some time, as we need to confirm that the information matches your order and that the ID is valid.
You will receive a confirmation by email or in your account once the verification is complete.
I completed the process with the wrong ID document. Can I verify my identity again?
Yes. Once we have rejected the submission in our system, you will be able to submit a new ID document.
I can’t do the ID verification digitally. Is there another solution?
Yes. If you are unable to complete the verification digitally, you can call us at 0800 500 001 and we’ll assist you with verifying your ID.
I have more questions. Who can I contact?
Use the chat pop-up window at the bottom right of your screen to chat with us. You can also call us on 0800 500 001.