Help Mobile Customer account

Contract and my customer account

My customer account

My Account: What is it and why should I use it?

My Account is a free service which can be accessed online via any browser.

It allows you to easily monitor and manage your subscription:

  • Consult your bill;
  • Buy and pay for devices, PrePay vouchers, etc. online;
  • Activate and manage options;
  • Retrieve PIN and PUK codes (unblock SIM card);
  • Manage your profile details (email address, language, bill delivery method, detailed bill);
  • Check your offers;
  • View your data, calls and messages usage;
  • Link or unlink one or more Salt Home and/or Salt Mobile accounts;
  • And much more!
How do I set up a Salt My Account?

Go to My Account > Register and follow the instructions to set up one account for all your Salt services.

How can I install My Account like an app on my mobile phone?

On an Android smartphone or an iPhone

  • Open your web browser
  • Go to my.salt.ch
  • Create a shortcut to “My Account” on your mobile phone:
    • Android → Click on the browser menu in the upper screen bar (three vertical dots)
    • iPhone → Select the icon “Share” in the middle of the lower screen bar
  • Select the option “Add to Home Screen”.
  • A dialog window will open where you can rename the icon. Then confirm by clicking on “Add”.
  • Now the icon displays on your smartphone's home screen. The first time you access from your mobile phone, you will need to enter your login credentials. They will be stored on the browser cookies.
How can I add a Salt Mobile / Salt Home account to my existing customer account?

You can manage all your Salt Mobile / Salt Home accounts in your customer account.

In My Account you can add one or more Salt Mobile or Salt Home accounts to an existing customer account.

  • On the homepage click on the arrow in the upper right corner.

  • Click on «My profile».

  • Then click on «Link an account».

You can link a Salt Mobile or Salt Home account by choosing between the different options.

  • Once the required information has been entered, click on «Validate» or «Request the account linking».

You will receive an e-mail with a link.

  • Click on the link.

Then a page will open.

  • Click on «Authorize»

How can I unlink a Salt Mobile or Salt Home account from my Salt customer account?

You can unlink one or more Salt Mobile or Salt Home accounts from an existing customer account in My Account.

  • On the homepage click on the arrow in the upper right corner.

  • Click on «My profile».

  • Then click on «Personal Information" and on the account you want to unlink».
  • Then click on «Unlink this account».

I am unable to create an account, what can I do?

To identify yourself, use the identification method that is most suitable for your situation: the phone number associated with your Salt Mobile account (if you have several phone numbers, you can use any one), your Salt Mobile / Salt Home contract number, your Salt Mobile / Salt Home billing account number or the OTO ID of your Salt Home account. If you encounter an error during the data identification, try again with another method.

If the email address isn't accepted, use the «Forgot your password?» function.

If your email address is already used with a customer account that doesn't contain all your Salt Home or Salt Mobile accounts, please contact our customer care.

What can I do if I can't log in?

In case of login problems, the easiest solution is to configure a new password if your email address and your password aren't recognized or to create a new account if your email address isn’t registered in our new system.

If you had a Salt Home account, you can log in with your usual email address and password. Once logged in, you will find all your subscriptions in My Account.

If you used a username to log in to your Salt Mobile customer account, you can easily create an account on this page.

Currently, it is impossible to use the same email address with different Salt Mobile / Salt Home, Salt Business and Lidl Connect customer accounts. That's why we recommend you create an account for each subscription type, each with a different email address.

If you’ve created several customer accounts with the same email address, please contact our customer care which will help you log in.

How can I reset my password?

Go to My Account → My profile → Login information. First enter your current password, then your new password.

You can't log in to your customer account because you forgot your password? Don't worry! Simply use the «Forgot your password?» function on the login page.

Transfer and termination

I would like to change the owner of my contract. How should I proceed?

Private customers

Please note that a transfer request can only be submitted in the Salt Stores.

The fee for a change of ownership is CHF 49.95 applied to the new contract owner.

  • Download the form Change of ownership of mobile number (Private to Private).
  • Collect the requested data and complete it together with the future owner.
  • Submit the form in any Salt Store. Please also bring the required identity documents for the identity check.
  • Make sure to provide all the required information and pay your overdue balance (if any) to avoid delays. The change of ownership can take up to 4 weeks. Furthermore, the future owner of the contract must be an adult.

Attention: Only requests submitted in the Salt Stores will be processed.

How can I cancel the insurance during the free-of-charge month?

You benefit from a free-of-charge month when signing-up for the insurance Care.

During this first month exclusively, you can cancel the insurance cover with a one-week notice period to the end of the month.
To do so, please visit https://caresupport.ch/#/salt_cancellation and fill out the online form.

You will need to provide the date of birth of the contract owner, the mobile number associated to the contract and the IMEI Number of the insured device. To find out the IMEI, tap *#06# on the keyboard of your device. The IMEI appears immediately after entering the code.

If you are a Salt Business customer, provide the date of birth of your Fleet Manager.

If an insured event occurs during the first free month and it is settled, you lose the right of cancellation during the free month and you will only be able to cancel for the first time at the end of the fourth month of the insurance.

All cancellations (with the exception of cancellation within the free month) must be requested at our customer care.

How to cancel my subscription?

Your satisfaction is our priority, that's why we're sad that you want to leave us. We hope that we can convince you to stay with Salt. Have you already seen your personal loyalty offer? You can find more information on it in My Account, in our Salt Stores or by calling our free hotline on 0800 780 100.

If you still want to cancel your subscription, you can do it easily and quickly via our hotline. Our sales advisors will explain the next steps to you and, if necessary, how to transfer your phone number.

You can also send us the cancellation request by mail.

Copy

I misplaced one of my documents. How much does it cost to get a copy?

Any copy of a document (except bill copies) costs CHF 9.95.
For bill copies, see section: Is there a charge for invoice delivery?

Contract renewal

How can I find out when I am entitled to a renewal offer?

In My Account, click on "Offers & Renewal".

Warranty

My device is damaged or is not working. How can I send it in for repair?

First read our Device help and support section and follow the instructions to the end: this will either solve the problem or redirect you to a suitable repair process, in particular the online repair service form.

If you do not have Salt Care or Relax insurance: If you'd like your phone repaired, register it with our online repair service or bring it to any Salt Store and we'll send it to our repair center for you. If a repair under warranty is possible, no charges will apply to you. Otherwise, you will be charged the usual fees.

If you have Salt Care or Relax insurance: you can make a claim directly on the customer portal of i-surance. Please visit the page www.caresupport.ch.

If you have Relax insurance: (you signed up for insurance before January 2017): To report a claim, please call the i-surance hotline on +41 44 200 23 92.

What is not covered by the manufacturer’s warranty and legal warranty for my device?
  • mormal wear and tear
  • consequences of incorrect use
  • damage or repair by you or third parties
  • faults caused by external factors (e.g. severe impact, damage caused by dropping, liquids, chemicals, dust, extreme heat, extreme cold etc.).
I do not have my warranty document. How can I get a copy?

If you ordered your device from the Salt online shop, please call us on 0800 700 700. If you have bought your device in a store, please visit one of our Salt Stores.
Note that a fee of CHF 9.95 will be charged to cover the administrative costs.