mySympany – frequently asked questions

You can submit invoices, reimbursement applications or other documents in different ways via mySympany. Sympany recommends the scan function of the mySympany app. This allows photos to be scanned in such a way that Sympany can best process them.

Scan function (app):

You can simply photograph any invoices which you receive by post with the mySympany app. If it consists of several pages, after page one, you can tap the plus sign next to “Receipt 1” until you have photographed the last page of this invoice.

Uploading files:

You can upload receipts as PDF or JPG files, both in the app and in your browser. A receipt must always include all pages of the invoice including the payment slip:

• When submitting JPG files, you can upload multiple files per receipt, e.g. four image files for one four-page invoice. After every JPG file, you can tap the plus sign next to “Receipt 1” until you have added the last page of this invoice.
• In case of the PDF format, you have to collate all pages of the invoice in a single file and upload them as one receipt. PDF files are non-editable and additional pages cannot be added when uploading. The plus sign is therefore disabled for PDF receipts.

Submitting several invoices:

You can choose for each invoice whether you would like to photograph or upload it. For each new invoice, click on or tap «+ Add another receipt». Please always submit invoices in full with all pages including a payment slip as one receipt. If the individual pages of an invoice are distributed across several receipts or if any pages are missing, we unfortunately cannot process your invoice.

This is what happens after submission:

Sympany checks the quality of the receipt you have submitted. If the quality is sufficiently clear, the receipt is processed further and will appear in your message inbox within a few days. If the quality is not sufficiently clear, you will receive a message at the “Documents” section explaining the reason for rejection and a preview image of the first page of the receipt you submitted. If you have notifications enabled, you will be notified by e-mail or push notification (only with the mySympany app) that you have received a message like this.

At the top of the overview, you can access your documents. To find a specific document, you can filter by document type (e.g. “Tax statement” for the cost overview for the tax return).

You can enable e-mails or (in the mySympany app) push notifications to let you know when a new message or document (invoices, benefit statements, policies etc.) has been received.

E-mail: In order to enable, change or unsubscribe from notifications, select Settings > Documents & notifications in the menu. You can change the email address saved in your account under Settings > Profile.

Push: You can activate or deactivate push notifications in your smartphone’s settings:

• iOS: Settings > mySympany > Notifications
• Android: Settings can vary by phone. For example:
  Settings > Apps > mySympany > Notifications
  OR
  Settings > Notifications > All apps > mySympany

You can make most of the changes that affect you or your insurance company yourself in mySympany. The options are easy to find from the overview:

• Personal data (name, address, date of birth, gender, language, phone number, email address): More > Profile & contact details
• Payment details (credit notes, debits): More > Payment details
• Insurance cover (insurance model, deductible, accident cover): Overview > “Insurance” button

For every written contact, Sympany recommends sending an (encrypted) message via mySympany zu schicken – emails are not secure in terms of data protection. You can access the messages directly from the mySympany overview.

Thanks to mySympany, you won’t miss any outstanding invoices. You can find a list of all your invoices at the top of the overview. Unpaid invoices are shown with a red exclamation mark, paid invoices are shown with a green tick.

The overview shows you who you should contact in the event of health problems, under the basic insurance you have taken out. This initial contact is mandatory for alternative insurance models (premium savings models).

Find out everything you need to know about alternative insurance models here >
Click on “Details” for your model to read the most frequently asked questions and answers on how to proceed correctly when visiting a doctor.

With basic insurance, you must contribute to the costs of medical benefits. In the overview in mySympany, you can see straight away how much of your deductible and deductible you have already paid.

More information on cost contribution >

A two-factor authentication process better protects your data from theft. It means you can only access mySympany by combining two factors, for example your password plus biometric data, or your password plus a PIN.

If a hacker steals your password, they won’t get very far as they don’t have access to the second factor.

You can find the function in the mySympany app menu under More > Settings & notifications > Security & privacy > Two-step-login.

• Activate: Click on the button “Add this device”.
• Disable: Click on the button “Remove this device”.

1. Setting up two-factor authentication requires the latest version of the mySympany app.
   App Store    Google Play
2. You must have screen lock activated on your device (e.g. PIN, pattern or password). You can set this up in your device’s security settings.
3. To use biometrics (Touch ID/Face ID) as a second factor, you will need a smartphone/tablet equipped with at least Android 6 or iOS 13.4. Biometrics must also be activated on your device. If using biometrics is not possible, you can use a PIN as your second factor.
4. Additionally, push notifications for mySympany must be activated on your device. You can activate or deactivate push notifications in your smartphone’s settings:
   iOS: Settings > mySympany > Notifications
   Android: Settings > Notifications > App notifications > mySympany

Two-factor authentication can only be set up on one device.

You and anyone else who knows your customer number and password can log in on any device via a browser or the mySympany app. But: each login has to be approved on the device you have set up for two-factor authentication. If you can't access it, you can't log in. 

Our recommendation: set up two-factor authentication on the device you use to log in to mySympany most often.

Log in using the device on which you would like to set up two-factor authentication. You will first need to confirm the login with your current device. Then, on your new device, open “Security & Privacy” in the menu and remove your current device by tapping the wastepaper bin symbol. Finally, tap the “Add this device” button.

If you already use the login with biometric data (e.g. fingerprint) and also activate two-factor authentication, your biometric data will be requested twice.

The first time, the request is only made locally on your device. It replaces the manual entry of your password (1^st factor). mySympany does not know whether you enter your password manually or log in with biometric data.

The second time involves a request from mySympany to your device for two-factor authentication. With your biometric data, mySympany receives confirmation from your device that you have authenticated yourself (2^nd factor).  

Although the biometric data is the same on both occasions (e.g. your fingerprint), this is important to mySympany as two factors: The first time you send your password to mySympany, the second time you confirm to mySympany that you really are you.

Please do not authorise login attempts that you are not aware of.

Does another person (e.g. a family member) know your mySympany password? If so, ask them if they have tried to log in.

If in doubt, or in the event your login details have clearly been misused, the best thing to do is to log into mySympany yourself as quickly as possible and change your password (under More > Settings & notifications > Security & privacy).

If you forget your password, please follow these steps:

• Click on “Forgotten password” on the mySympany Login page.
• Enter your customer number and click on “Request link”.
• An email will be sent to your registered email address. Click on the link in the email to reset your password.

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

Note: Apple devices do not require a separate PDF reader.

Invoices cannot be processed if they were submitted in poor quality or are incomplete. Please resubmit them and ensure that they are clearly legible and complete.

Please note: If a document is several pages long, please upload them together as one receipt. Sympany needs all pages of the invoice including the payment slip for processing purposes.

To that end, simply use the Scan function in the mySympany app. Alternatively, you can upload PDF files or JPEG images.

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

The time it takes to transfer an receipt 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 (at least) 4G.

I am unable to scan a receipt

Increase the contrast between the document and the background, e.g. by placing the receipt on a dark table. If there is inadequate lighting, turn on the camera flash at the top right of the app screen. Hold your device still and centred on the document.

If you are unable to scan a receipt, you can also upload it from the file repository on your device. To do this, you will need to digitise the receipt before logging in to mySympany.

During general maintenance to our systems, you may be temporarily unable to access mySympany. Once the maintenance has been completed, you can log in again as usual.

Both the lock screen function and biometrics (if supported by your device) have to be activated for two-factor authentication to work (see question “What are the technical requirements for setting up two-factor authentication?”). If you deactivate one of these functions, two-factor authentication will no longer work. Here’s what you can do:

• If you have deactivated biometrics: please reactivate it and log into mySympany again. You should now be able to log in again.
• If you have deactivated the lock screen function: please contact our customer service team to disable two-factor authentication. You will then be able to log in again. After that you will need to set up two-factor authentication again if you would like to continue using it (recommended). 

With two-factor authentication activated

If you have set up two-factor authentication on the lost device, you will no longer be able to log in without this device. In this case, please contact our customer service. Our employees can deactivate two-factor authentication so that you can log in again with your customer number and password. As soon as you have a mobile phone again, you can set up two-factor authentication again. Only confirm access requests that you are aware of.

Without two-factor authentication

It is important to change your mySympany password if you have lost your smartphone.

Sympany recommends that you activate two-factor authentication in any case – whether you find your lost device or buy a new one. Two-factor authentication makes it almost impossible for third parties to gain access to mySympany. Only confirm access requests that you are aware of.

If you are having trouble registering or using mySympany, please contact our customer service.