mySympany – frequently asked questions
Aside from giving customers an overview of all their insurance information, the Sympany customer portal also boasts a range of useful features such as submitting receipts and updating personal data and payment details. In the app or on the computer.
Technical requirements and registration
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.
You can register directly in the app or at my.sympany.ch. Click on “Register” and fill in the form:
- 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 “Registration”. Sympany checks your details and sends you your initial password by post. When you log into mySympany for the first time, you will be prompted to choose your own password. The new password applies both to the app and to access via the website.
mySympany can be installed on smartphones and tablets which use the following operating systems and browsers:
- iOS version 13.4 or later
- Android version 6 or later and Chrome version 80 or later
mySympany via browser
mySympany is supported by the following browsers:
- Firefox version 74 or later
- Chrome version 80 or later
- Safari version 13.4 or later
- Edge version 80 or later
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: my.sympany.ch.
In order for you to log into mySympany using biometric data (fingerprint, facial recognition), you need to set up the Touch/Face ID function on your device under “Settings”.
- iOS: Settings > Touch/Face ID & Code
- Android: Settings > Security > Fingerprints
- iOS version 11.3 or later
- Android version 6 or later (fingerprint) or version 9 or later (face recognition)
This function is unavailable for security reasons. The cameras on Android devices are not usually equipped with infrared sensors. It would therefore be theoretically possible to log in to mySympany with a photo of the user.
- iOS: Settings > mySympany > Activate/deactivate settings
- Android: Settings > Apps & Notifications > mySympany > Additional settings in the app > Activate/deactivate login with fingerprint
Login and use
Yes, you can change your personal data such as your name, address, date of birth and correspondence language. Please note that certain changes (e.g. address) can only be made by the head of the family.
In order to change your details, select the item “Profile” in the menu. Click on the pen symbol next to the name of the person whose details you wish to edit, enter the new details and click on “Save changes”.
You can enable push notifications, text messages or e-mails to let you know when a new message or document (invoices, benefit statements, policies etc.) has been received.
In order to enable, change or unsubscribe from notifications, select “Settings” from the menu and change your text message or e-mail preferences.
You can activate or deactivate push notifications in your smartphone’s settings:
- iOS: Settings > mySympany > Notifications
- Android: Settings > Notifications > App notifications > mySympany
Yes, you can also use mySympany abroad. Please note: If using these services on a mobile phone, roaming charges may apply.
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.
mySympany is available in German, French, Italian and English. You can set the language manually in mySympany.
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.
Biometric data (i.e. fingerprint or facial recognition) can be requested alongside your password. If your device does not support this, you can use a PIN.
You can find the function in the mySympany app menu under “Security & Privacy”. Please also take note of the information in the “What are the technical requirements for setting up two-factor authentication?” section below.
- Setting up two-factor authentication requires the latest version of the mySympany app.
App Store Google Play
- 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.
- 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.
- 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
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.
No, two-factor authentication can only be set up on one device. You can, however, change this device, for example if you buy a new smartphone. See question “I want to set up two-factor authentication on a different device. How do I do this?”.
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.
Currently, fingerprints and facial recognition only replace the act of manually entering a password. As such, your password and your fingerprint/face are linked. Only your password is transmitted to mySympany, meaning only your password is classed as a factor. mySympany cannot detect whether you have logged in using Touch ID or Face ID, as this takes place locally on your device.
By setting up two-factor authentication, you are nominating a second factor within mySympany: your fingerprint, your face or – if biometrics is not possible – a PIN. For each login, a check is made to determine whether a second factor needs to be requested along with the password. If so, mySympany sends the request for the second factor to your device.
Important: if you already use your fingerprint to log in and have also set your fingerprint as your second factor for two-factor authentication, you will need to scan your fingerprint twice when logging in. Even though you are using your fingerprint both times, mySympany deems this to be two separate factors. The first time, you are transferring your password information to mySympany. The second time, you are confirming to mySympany that it’s really you.
The first request takes places locally on your device only. It replaces the act of manually entering your password. The second request comes from mySympany and is part of the two-factor authentication process. You can find more information on this under the question “I have been using Touch/Face ID to log in for a long time. What is the difference between this and two-factor authentication?”.
You can do this in mySympany. Select “Security & Privacy” and remove your current device via the “Remove this device” button or by tapping the wastepaper bin symbol.
Does your device meet the technical requirements and are push notifications enabled on your device? You can find all the information relating to this under the question “What are the technical requirements for setting up two-factor authentication?”.
Please contact our customer service team. Our staff will be able to deactivate two-factor authentication so that you can log in again using you customer number and password. As soon as you have access to a phone, you can set up two-factor authentication again.
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 (in the menu under “Security & Privacy”).
Photographing, uploading and sending receipts
You can submit invoices, reimbursement applications or other documents in different ways via mySympany:
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.
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.
Would you like to submit 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.
You can submit more than one receipt at once in mySympany.
You can enter your receipts directly with the integrated scan function and submit them to Sympany. If you cannot capture a receipt using the scan function, you can also upload it via your device’s file storage. To do so, you need to digitise your receipt before logging into mySympany.
You can upload receipts in JPG or PDF format:
- When submitting JPG files, you can upload multiple files per receipt, e.g. four image files for one four-page invoice.
- Receipts submitted as PDFs with multiple pages must be combined into one file. PDF files are non-editable and additional pages cannot be added when uploading.
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 from Sympany asking you to submit the receipt again.
You will receive a message in your inbox 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 text message, e-mail or push notification (smartphone) that you have received a message like this.
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 4G (fees may apply).
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.
Black and white images are better suited to Sympany’s automatic receipt processing than colour ones.
Please only use the “Submit receipt” function for claim receipts. When you send us quotes, we cannot guarantee that they will be processed on time. You can change your personal data in mySympany at any time; see Can I change my personal data?
Data security / data protection
As with all correspondence, the head of the family has access to mySympany. This means that family members who are insured with Sympany have joint access with the same customer number.
mySympany uses the messaging, camera and file-storage functions of the smartphone or tablet. Access to these functions can be deactivated at a later date.
Ensuring mySympany is secure is a top priority for us. The data transferred between yourself and Sympany is encrypted and no customer data is stored on your device. You will automatically be logged out of mySympany after long periods of inactivity.
We recommend using two-factor authentication – it offers additional protection for the data you have saved in mySympany.
No. mySympany only transfers data with your permission, e.g. if you change your personal details and click on “Save changes”.
Receipts submitted using the scan function are only stored at Sympany. Receipts that you digitise with the standard camera or your own scanning app may also be stored on your device and/or in the cloud.
No. Your biometric data remains on your device. Neither Sympany nor any partners with whom Sympany works can access your biometric data. Your device compares the biometric data requested when logging in with the data saved on your device. The only information mySympany receives from your device is whether the data matches.
Sympany also complies with the relevant data security and protection regulations with regard to mySympany. Your patient data is only available for processing by authorised individuals.
Problems, error and maintenance messages
During general maintenance to our systems, you may be temporarily unable to access mySympany. 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.
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).
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.
If you are having trouble registering or using mySympany, please contact our customer services team on +41 58 262 42 00 or fill out the contact form.
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.
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.