mySympany – frequently asked questions

Aside from giving customers an overview of all their insurance information, the Sympany app and customer portal also boast a range of useful features such as submitting receipts and changing personal data and payment details.

More information

Overview (alphabetical)

Data security / data protection

Technical requirements and registration

Will a foreign mobile number also work?

A foreign mobile number will also work for the registration. Please include the country code with the number. New security codes or notifications will also be sent to foreign numbers.

Do I need to give my e-mail address and mobile number to be able to use the Sympany app and customer portal?

Yes, both of these details are required. We will send your registration confirmation to your e-mail address. If you accidentally block or forget your password, you will receive a security code via text to your mobile number.

How can I register for the Sympany app and customer portal?

You need to register for the Sympany app and customer portal before you can use it. You can do this in the app or customer portal. Please follow these steps to register:

Open the Sympany app or customer portal and click on “Register”. Then enter all the required information:

  • Customer number (you can find this on your insurance card or policy)
  • First name and surname
  • Date of birth
  • E-mail address
  • Mobile number

Confirm that you have read the general terms and conditions and click “Register”. Once your registration with Sympany is approved, you will receive a temporary password within a few days by first class post (A-Post). When you log in to the Sympany app or customer portal for the first time, you will be prompted to choose your own password. You will then be able to log in on the app and the customer portal with your new password.

Where can I find the customer portal?

You do not need to install the customer portal – it can be opened directly in your browser. You can find a link to the customer portal on the menu bar of the Sympany website or simply click here: https://kunden.sympany.ch.

Where can I download the Sympany app?

The Sympany app is available to download from the App Store and Google Play.

What kind of technical requirements need to be in place for me to be able to use the Sympany app and customer portal?

The Sympany app:

The Sympany app can be installed on smartphones and tablets which use the following operating systems:

  • iOS version 8.0 or later
  • Android version 4.1 or later


The customer portal

The customer portal is supported by the following browsers:

  • Internet Explorer version 11.0 or later
  • Firefox version 45.0 or later
  • Chrome version 51.0 or later
  • Safari version 9.0 or later
  • Edge version 13.0 or later

Login and use

Can I change my personal data?

Yes, you can change your personal data such as your name, address, date of birth, gender and correspondence language. Please note that certain changes (e.g. address) can only be made by the head of the family.  To change your details, please follow these steps:

  • The Sympany app: In the overview, select the first option “People” and click on “Change my personal data” at the bottom of the next screen. Then enter your new details and click “Save (changes)”.
  • The customer portal: Select “Personal data” from the “Services” menu and click on the pen symbol next to the name of the person whose details you wish to edit. Then enter your new details and click “Save (changes)”.

How can I set my preferences for notifications about new documents?

You can enable push notifications (Sympany app), text messages or e-mails to let you know when a new message or document (invoices, benefit statements, policies etc.) has been received. To enable, change or unsubscribe from these notifications, please follow these steps:

The Sympany app:

Select “Settings” from the menu located in the top right and change your e-mail or text message preferences. You will need to change the settings on your device itself to activate or deactivate push notifications.

  • iOS: Settings > Sympany > Notifications
  • Android: Settings > Sounds & notifications > App notifications > Sympany

The customer portal

Select “Settings” from the menu and change your e-mail or text message preferences. If you need to, you can also change the telephone number or e-mail address you have registered with Sympany.

Can I also use the Sympany app and customer portal abroad?

Yes, you can also use the Sympany app and customer portal abroad.

Please note: If using these services on a mobile phone, roaming charges may apply.

What should I do if I forget my password?

If you forget your password, please follow these steps:

  • Open the Sympany app or customer portal and click “Forgotten password”.
  • Enter your customer number and click “Request security code” or “Request password”.
  • Enter the four-digit security code you have been sent in a text message and click “Continue”.
  • Enter a new password and re-enter it to confirm.

Are the Sympany app and customer portal available in other languages and, if so, how can I change the language?

The Sympany app and customer portal are available in German, French, Italian and English. The app and customer portal are usually automatically set to the language of your PC or device. If your device or PC is in another language, the app and customer portal will be in German. If you would like to change the language manually, you can do this in the language settings menu as follows:

  • Sympany app: the menu is located in the top right corner under “Settings” (below the notification settings)
  • Customer portal: the menu is located in the top right of the menu bar (desktop view) or bottom right in the footer (mobile view)

Photographing, uploading and sending invoices

What file format can I submit my invoices in?

The Sympany app:

You can photograph your invoices directly in the Sympany app with the camera function. If the photo quality is sufficiently clear, photos are uploaded in JPG format.

The customer portal

You can upload invoices in JPG or PDF format.

Invoices submitted as PDFs with multiple pages must be combined into one file. PDF files are non-editable files and additional pages cannot be added when uploading.

When submitting JPG files, you can upload multiple files per receipt, e.g. four image files for one four-page invoice.

Can I submit more than one invoice at once?

You can submit more than one invoice at once in the customer portal. An invoice can be submitted as one PDF file or multiple JPG files.

However, in the Sympany app, you can only submit one invoice with one or more pages at once. You must repeat the process to upload multiple invoices.

It is taking a very long time to upload an invoice or the process stops before completion.

The time it takes to transfer an invoice depends on the number of pages, the size of the picture and the speed of your Internet connection.

If you are using a smartphone, we recommend submitting documents via Wi-Fi or 3G/4G (fees may apply).

What happens after I upload my invoice?

Sympany checks the quality of the invoice you have submitted. If the quality is sufficiently clear, the invoice is processed further and will appear in your message inbox within a few days. If the quality is not sufficiently clear, you will be asked to submit the invoice again.

How will Sympany let me know if an invoice cannot be processed?

You will receive a message in your inbox explaining the reason for rejection and a preview image of the first page of the invoice you submitted. If you have notifications enabled, you will be notified by push notification (Sympany app), text message or e-mail that you have received a message like this.

Can I also use the “Photograph invoice” (Sympany app) or “Submit receipt” (customer portal) functions to submit documents about other matters such as a change of address or quote?

These functions must only be used for submitting invoices. We cannot guarantee that deadlines are met when you submit quotes. You can change your personal data in the Sympany app and on the customer portal; see Can I change my personal data?

I have uploaded/photographed an invoice with multiple pages in the wrong order or with duplicate pages. What should I do?

You can edit the page order and delete individual pages.

The Sympany app:

Switch to the edit view by tapping the “Edit” button in the page overview. You can rearrange the page order by tapping and dragging the symbol on the right-hand side. Tap the “Delete” symbol to delete a page.

The customer portal

You can only add pages or rearrange the page order in JPG files. PDF files are self-contained receipts and cannot be edited or sorted.

To rearrange the page order, click on the page you want to move and drag it to the correct place in the document. To delete a page, select it and then click on the “Delete” symbol.

Data security / data protection

Can third parties access my patient data?

Sympany also complies with the  relevant data protection regulations with respect to the Sympany app. Your patient data is only available for processing by authorised individuals.

Legal notice >

Do family members have joint accounts?

As with all correspondence, the head of the family has access to the Sympany app and customer portal. This means that family members who are insured with Sympany have joint access to data with the same customer number.

Which phone data does the Sympany app have access to?

The Sympany app uses the messaging and camera function of the smartphone or tablet. It also needs memory access for the temporary storage of data when taking photographs. Access to these functions can be later deactivated.

Are there security risks when using the app?

Using the Sympany app generally poses no security risks. The Sympany app uses SSL encryption for data transfer and the system automatically logs out after a long period of inactivity. No customer data is saved on the device.

You can log in using your customer number and password. Sympany cannot guarantee data security if you lose your device.

Does the Sympany app or customer portal transfer data without my permission?

No data is transferred from your device via the Sympany app or customer portal without your permission.

Problems, error and maintenance messages

I cannot open the PDF in the inbox. Why is that?

When you click on a PDF to open it, first of all it downloads onto your device. A PDF reader then opens the file in a relevant program or app. If this does not happen, it may be because you do not have a PDF reader installed. You can get a PDF reader, for example the free Adobe Acrobat Reader, on the Internet, in the App Store or on Google Play.

I am experiencing problems with using the Sympany app or customer portal. Who can I contact?

If you are having problems with registering or using the Sympany app or customer portal, please contact our Customer Services on +41 58 262 42 00 or fill out the contact form.

What can I do if the Sympany app is only displaying a red screen or stops responding?

If you cannot log in or out as usual, close the Sympany app and then reopen it. Follow these steps to close the app:

  • iOS: Hold the Home button for a few seconds until you see an overview of all the apps that are open. You can scroll through the list by swiping the screen. To close an app, remove it from the list by swiping upwards.
  • Android: Tap the Overview button or hold the Home button for a few seconds (dependent on your device) until you see an overview of all the apps that are open. You can scroll through the list by swiping the screen. To close an app, remove it from the list by swiping right or tap the “X”. Alternatively, you can also close apps in the app overview in “Settings” (“Force stop”).

I have received a message saying that the Sympany app or customer portal is not available at the moment. What can I do?

During general maintenance to our systems, you may be temporarily unable to access the app or customer portal. If possible, we will let you know how long the disruption will last. Once the maintenance has been completed, you can log in again as usual.

Contact us

+41 58 262 42 00

or use the contact form