Help Mobile Mobile ID

Mobile ID.

Troubleshooting

I do not receive prompts to enter my Mobile ID on my mobile phone.

On some hardware, the request can only be received if the mobile phone is not in lock screen mode. Please unlock your screen and try again.

My phone displays the error message "SIM Error". What does this mean?

The activation of Mobile ID has timed out. Please activate the service again on https://www.salt.ch/en/mobileid/.

I cannot log into electronic banking, VPN, etc. with Mobile ID

Please go to https://www.salt.ch/en/mobileid/ to check whether your Mobile ID is active and to make sure your PIN is not locked. Then please contact your e-banking provider directly.

Why does my telephone display messages saying "The SIM has sent an SMS"?

Mobile ID uses an application on the SIM which, when it is in use, communicates with the server of the Mobile ID service via encrypted text messages. On some phones, the manufacturers have included alerts which are triggered when this occurs. Unfortunately these notifications cannot be turned off by Salt. On a few mobile phones it may be necessary to confirm that the SMS has been sent.

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

If you forget the Mobile ID PIN or it is blocked, you can create a new one on https://www.salt.ch/en/mobileid/.

This means you have to log on once to the portal of your service provider (e.g. e-banking) without Mobile ID and then associate your account with your new Mobile ID PIN code.

Do you have a problem with Dual SIM adapters?

Some additional adapters for second SIM in mobile phones (Dual SIM adapters) do not support Mobile ID. Mobile ID usually works without problems on phones manufactured for use with two SIM cards.

My mobile displays an error message due to incompatibility. What does this mean?

If your mobile displays the following message: "Sorry, your mobile phone does not support the Mobile ID application. (AA)" - please proceed as follows:

Restart your mobile and repeat the Mobile ID activation process on https://mobileid.salt.ch.