Mobile Help

On this page, you will find help with everything related to Mobile at Swisscom. Learn how to order, modify or pause mobile subscriptions, manage SIM cards and eSIMs, and adjust data roaming limits or block roaming entirely. Enter your query a little further down on this page and receive direct support from our AI assistant Sky. If you are unable to resolve your query, the appropriate contact options will be available at the bottom of the page.

Learn more about Sky & legal information

​​ More Mobile Topics

​​Set up/listen to COMBOX®

​​Multi Device with Protect & Connect

​​Multi Device with inOne SME Mobile

Set up eSIM

​​Additional services for SME mobile subscriptions

Fair Use Policy and tips & tricks for data usage

Prioritisation of packages/inclusive volume in the Cockpit

Easy Protection Business

Mobility for Work

​​Adjust proxy and APN settings

My Swisscom Business​

How do I access My Swisscom Business?

In My Swisscom Business, administrators and fleet managers can manage their Swisscom products directly and search for Help articles in the portal and product Help.

Registration information can be found on the help page My Swisscom Business.

Mobile subscription

How do I order a new mobile subscription?

Order a new mobile subscription in My Swisscom Business.

Protect & Connect

  1. In My Swisscom Business click on ‘Shop’
  2. Click on ‘Add Protect & Connect’
  3. Select the contract duration
  4. Select ‘A subscription’ and click on ‘Next’
  5. Follow the further ordering steps

Go to shop

blue Mobile

  1. Please switch to the residential customer section

Go to mobile subscriptions & mobile contracts

How do I change a mobile subscription?

Change a mobile subscription in My Swisscom Business

Protect & Connect

  1. Open ‘Inventory’ in My Swisscom Business
  2. Click the ‘arrow icon’ next to the relevant phone number
  3. Under ‘Product details’, select ‘Change product’
  4. Follow the remaining steps of the ordering process

Go to inventory

inOne SME Mobile/Blue Mobile

  1. Open ‘Inventory’ in My Swisscom Business
  2. Click the ‘three-dot’ icon next to the relevant phone number.
  3. Open ‘Configure product’
  4. Under ‘My blue Mobile’ or ‘My inOne SME Mobile’, select ‘Adjust subscription’
  5. Follow the remaining steps of the ordering process.

Go to inventory

NATELgo

  1. Open the 'Order Management' application in My Swisscom Business
  2. Click 'Manage inventory & subscriptions' (Inventory by product category)
  3. Under 'NATEL®go', click on 'Subscription'
  4. Click on the 'pen symbol' for the corresponding call number
  5. Select the desired change
    • Click on 'Exchange to FLEX subscription' (only active if contractually agreed)
    • Click on 'Exchange to VOICE subscription'
    • Click on 'Exchange to DATA subscription'
  6. Select the desired target subscription
  7. Follow the further ordering steps

To Order Management

Note:

  • Any downgrading fees are displayed under "Total one-off".

How do I pause a subscription?

Pause your subscription in My Swisscom Business for up to 12 months.

Protect & Connect

  1. Open ‘Inventory’ in My Swisscom Business 
  2. Search the affected phone number and click the ‘arrow symbol’
  3. Under  ‘Product details’, select ‘Edit status’
  4. Choose the desired date and select ‘Pause product.’
    Note: A confirmation SMS is sent to the corresponding phone number 

Go to inventory

inOne SME Mobile/Blue Mobile

  1. Open ‘Inventory’ in My Swisscom Business
  2. Search the affected phone number and click the ‘points symbol’
  3. Click ‘Contract details & handover’
  4. Click ‘Pause subscription’ under the phone number
  5. Note: A confirmation email will be sent to the Administrator role

Go to inventory

Other subscriptions

  1. A subscription suspension is not possible

Note:

When a number is paused, calls/SMS cannot be forwarded. 

How do I reactivate a paused subscription?

A paused mobile subscription can be reactivated at any time directly in My Swisscom Business. 

  1. Open «Inventory» in My Swisscom Business 
  2. Search for and select the relevant number 
  3. Select «Reactivate subscription»

Go to inventory 


Tip: Use the status filters in the inventory to see all paused subscriptions at a glance and select a specific number. 

Note:

Scheduled reactivation (at a later date) is not possible. The subscription is always activated immediately.

Where can I see the PUK code?

Retrieve the PUK code in My Swisscom Business.

Protect & Connect

  1. Open ‘Inventory’ in My Swisscom Business
  2. Click on the ‘arrow symbol’ for the desired phone number
  3. Under ‘SIM devices’, select ‘Show details’ for the corresponding device.
  4. Click on the ‘eye symbol’ under ‘Show PUK’

To the Inventory

inOne SME Mobile / blue Mobile

  1. Open ‘Inventory’ in My Swisscom Business
  2. Click on the ‘Points icon’ for the desired phone number
  3. Select ‘Configure subscription’
  4. Select ‘Devices & SIM’ under ‘Settings’, then choose the relevant eSIM/SIM.
  5. Click on the ‘eye symbol’ under ‘PUK’ 

To the Inventory

SIM/eSIM cards

What are a primary SIM, an additional SIM (Multi Device), an eSIM, and a replacement SIM?

In general, for each mobile subscription you have:

  • one primary SIM in your main device
  • and, depending on your subscription, one or more Multi Device SIMs (= additional SIMs) in your additional devices.


These can be either physical SIM cards (inserted into the device, sometimes also called pSIMs) or electronic SIMs (eSIMs).

If you need a new physical SIM or a new eSIM, it is important to distinguish between a Multi Device SIM and a replacement SIM.

  • A Multi Device SIM/eSIM is intended for additional devices.
  • A replacement SIM or replacement eSIM can be ordered when an existing SIM/eSIM (primary SIM or Multi Device SIM) needs to be replaced due to theft or loss.


A new physical SIM must first be ordered in My Swisscom Business via the Shop and then activated. An eSIM can be activated directly in My Swisscom Business.

How do I order a new physical SIM card?

Order a new physical SIM card in My Swisscom Business

  1. Open the ‘Shop’ section in My Swisscom Business
  2. Click ‘Accessories’
  3. Click ‘Memory Cards & More’
  4. Click the SIM card icon
  5. Then follow the remaining steps to complete your order

Go to shop

How do I activate a Multi Device SIM/eSIM?

Activate a Multi Device SIM card in My Swisscom Business.

Protect & Connect

  1. Search for the affected phone number under ‘Inventory’ in My Swisscom Business
  2. Click on the ‘arrow symbol’ on the right
  3. Under ‘SIM Devices’, select ‘+ Add SIM’ in the top right. If this option does not appear, no additional included devices are currently available in your subscription.In this case, first select ‘+ Add Additional Device’ at the bottom, then choose ‘Add Device’ and ‘Buy’. After that, you can also select ‘+ Add SIM’.
  4. Follow the remaining steps.

    To the inventory

inOne SME mobile / blue Mobile

  1. Search for the affected phone number under ‘Inventory’ in My Swisscom Business
  2. Click on ‘Points icon’ and ‘Configure subscription’
  3. Open ‘Devices & SIM’
  4. Click on ‘Add additional device’

To the inventory

Note:

If you would like to create an eSIM and receive an error message, please contact our Customer Service by phone at 0800 055 055 or request a Call. For security reasons, our chat agents are unable to activate or create eSIM cards.

How do I deactivate a Multi Device SIM/eSIM?

Deactivate a Multi Device SIM in the Cockpit.

Protect & Connect

  1. Search for the affected phone number under ‘Inventory’ in My Swisscom Business
  2. Click on the ‘arrow symbol’ on the right
  3. Open ‘Swisscom Cockpit’ under Applications
  4. Click on ‘Devices & SIM’ in the title
  5. Select additional device to be removed
  6. Click on ‘Remove additional device’

To the inventory

inOne SME mobile / blue Mobile

  1. Open ‘Cockpit’
  2. Click on ‘Devices & SIM’ in the title
  3. Click on the affected additional device
  4. Click on ‘Remove additional device’

To the Cockpit

Note:

Deactivate Multi Device option separately if not included in the subscription.

How do I block or unblock a SIM/eSIM card?

Block or unblock SIM card in My Swisscom Business.

Protect & Connect

  1. Open ‘Inventory’ in My Swisscom Business
  2. Click the ‘arrow icon’ next to the relevant phone number 
  3. Under ‘SIM devices’, select ‘Show details’ for the corresponding device
  4. Open ‘Lock SIM’
  5. Activate ‘Lock SIM’ and save the changes

To the Inventory

inOne SME mobile and blue Mobile

  1. Open ‘Inventory’ in My Swisscom Business
  2. For the desired phone number, click the ‘three-dot’ menu.
  3. Click ‘Configure Product’
  4. Click on ‘Devices and SIM’
  5. For the relevant device (‘My Primary Device’ or ‘My Additional Device’), click ‘Available eSIM’
  6. Select ‘Lock SIM’

To the Inventory

Note:

A SIM lock does not cancel or suspend the mobile contract. The contract remains active, and therefore all active services, such as subscriptions, options, and premium-rate services from third-party providers, will continue to be charged.

The SIM can be unlocked again using the same process.

How do I order a replacement SIM card or replacement eSIM?

Order a replacement SIM/eSIM for your primary device or a replacement Multi Device SIM/eSIM for an additional device.

Protect & Connect

  1. Open ‘Inventory’ in My Swisscom Business
  2. Click the ‘arrow icon’ next to the relevant phone number
  3. Under ‘SIM Devices", select ‘Show details’ for the relevant device and then choose ‘Replace SIM’


SME, blue, or Private Customer Products

  1. Open "Inventory" in My Swisscom Business
  2. Click the ‘three-dot’ icon next to the relevant phone number
  3. Select ‘Configure product’
  4. Click ‘Devices & SIM’
  5. For the relevant device (‘My primary device’ or ‘My additional device’), click ‘Available eSIM’
  6. Choose one of the following options:
    1. ‘Order replacement eSIM’
    2. ‘Order replacement SIM card’
  7. Follow the remaining steps in the ordering process

Go to inventory

Note:

If you would like to create an eSIM and receive an error message, please contact our Customer Service by phone at 0800 055 055 or request a Call. For security reasons, our chat agents are unable to activate or create eSIM cards.

Roaming

How do I change the data roaming limit?

Change data roaming limit in Cockpit.

  1. Open Swisscom Cockpit
  2. Click on ‘Roaming settings and costs’
  3. Select the limits accordingly under ‘Accrued costs’

Go to Cockpit

How do I block roaming?

Block roaming in My Swisscom Business.

Protect & Connect
  1. Open ‘Inventory’ in My Swisscom Business
  2. Search for affected phone number
  3. Click on the ‘arrow symbol’ for the corresponding phone number
  4. Select ‘Roaming & blocking settings’ on the left 
  5. Under ‘Roaming blocking’, click  ‘Manage’
  6. Check the ‘Activate roaming blocking’ box
  7. Click ‘Save’

To the Inventory

inOne SME mobile / blue Mobile 
  1. Open ‘Inventory’ in My Swisscom Business
  2. Search for affected phone number
  3. Click on the ‘points symbol’ and then ‘Configure Product’
  4. Under Settings on the right, click ‘Blocking & Roaming’
  5. Under ‘Roaming’, click ‘Set Cost Limit’
  6. Select the desired limit for corresponding roaming

To the Inventory

Note:

The roaming block set applies to all devices and SIM cards (Multi Device) associated with the corresponding phone number.

Which countries belong to which Roaming Zone with Protect & Connect?

The Roaming Zone Neighbours is included in the following Protect & Connect subscriptions:

  • Protect & Connect Europe (calls, SMS and browsing in the Roaming Zone Neighbours included; calls to abroad in the Roaming Zone Neighbours NOT included)
  • Protect & Connect Europe advanced
  • Protect & Connect Intercontinental
  • Protect & Connect Global 

The Roaming Zone Europe (EU/Western Europe) is included in the following Protect & Connect subscriptions:

  • Protect & Connect Europe (calls, SMS and browsing in the Roaming Zone Europe included; calls to abroad in the Roaming Zone Europe NOT included)
  • Protect & Connect Europe advanced
  • Protect & Connect Intercontinental
  • Protect & Connect Global 

The Roaming Zone Top Business Countries (Global) is included in the following Protect & Connect subscription:

  • Protect & Connect Global 

For further details, please consult the Prices and Services for Mobile Communications Protect & Connect or our tariff enquiry tool:

Prices and Services

Tariffs for international mobile use 

Note:

In addition to the included Roaming Zones, customers receive on an annual basis 1.5 GB of data volume (Protect & Connect Europe, Intercontinental) or 2.5 GB (Protect & Connect Europe advanced, Global) for browsing outside the zones included in the subscription (Global, Global plus or Rest of the World), free of charge. 

How do I book a Roaming package for an employee in My Swisscom Business as an administrator?

Booking a Roaming package for an employee in My Swisscom Business as an administrator. 

Note:

Roaming packages can generally be booked via the Cockpit. If preferred, administrators can also book a Roaming package for employees in My Swisscom Business by following the instructions below.

  1. Sign in to My Swisscom Business
  2. Click on «Inventory»
    1. Protect & Connect: Click the arrow next to the desired phone number. Scroll to the bottom and click «Swisscom Cockpit» under «Links». Select the «+» symbol under «Packages»
    2. Other mobile subscriptions: Click on the three dots next to the desired number, then click «Configure product». Click «Add Roaming package» on the left
  3. Book the package 

Go to inventory: My Swisscom Business 

Telephony

How do I block unwanted calls?

Block unwanted calls in My Swisscom Business or in Cockpit.

In Cockpit

All mobile subscriptions

  1. Open ‘Cockpit’
  2. Open ‘Settings’
  3. Open ‘Call settings’
  4. Activate or edit ‘Callfilter’

Go to Cockpit

In My Swisscom Business

beem Office

  1. Open ‘Inventory’ in My Swisscom Business
  2. Click on the ‘arrow symbol’ for the desired connection
  3. Click on ‘Telephony’ under ‘beem Office’
  4. Dial the desired phone number
  5. Click on ‘Call and advertising blocking’
  6. Select the desired block under ‘Block incoming calls’
    Important: Manual blocking and unblocking of phone numbers is processed under ‘Manually blocked numbers’

Go to inventory

blue Home

  1. Open ‘Inventory’ in My Swisscom Business
  2. Click on the ‘arrow symbol’ for the desired phone number
  3. Click on the ‘arrow symbol’ for ‘blue Telephony’
  4. Activate the desired call filter under ‘Settings’

Go to inventory

Swisscom Line

  1. Open ‘Inventory’ in My Swisscom Business
  2. Open the ‘Arrow symbol’ drop-down menu
  3. Open settings for ‘Fixed Network’ with ‘arrow symbol’

Go to inventory

Smart Business Connect

  1. Contact Swisscom partner

Note:

Unwanted calls are: nuisance calls, advertising calls, anonymous calls, calls without an originating number

How do I activate or deactivate call forwarding / call diversion for my mobile subscription?

Call forwarding for mobile subscriptions can be set up in the cockpit under «Settings» and then «Call settings», or directly via a link in My Swisscom Business. 

Go to cockpit 


→ Set up forwarding directly via link 

Notes:

  • These menus also allow you to configure call forwarding to the Combox as well as the time delay. 
  • No guarantee for call forwarding to foreign numbers. The number forwarding the call is charged at the rate specified in the contract, as with a standard call. 

Cockpit

What is the Swisscom Cockpit?

In the Swisscom Cockpit, you can at any time and free of charge check your Roaming balance and costs, set Roaming limits, buy Roaming packages, top up and check your prepaid balance, redirect calls and configure call filters — all without an app. 

Sign in to the Swisscom Cockpit here: Open Swisscom Cockpit

No access to the Cockpit?

With Apple Private Relay enabled, you can only open the Cockpit on your iPhone via Wi-Fi or with sufficient included or package data volume. To access via the mobile network, disable Apple Private Relay. 

Where can I find my purchased data or travel packages?

View purchased data or travel packages in the Swisscom Cockpit.

  1. Open the Cockpit
  2. Under «Packages», click on «My Packages»
  3. Click on «My package purchases» 

Note:

A maximum of the last 50 purchases are displayed. Older purchases can no longer be viewed. Data and travel packages purchased in the Cockpit are not visible in My Swisscom Business.

Go to cockpit 

Further support for...

Were you unable to resolve your issue yourself? Please contact us in writing or by phone.
We’ll be happy to help.

​

Contact us

Chat with our SME experts or arrange a callback.

Would you prefer to call us?
0800 055 055 (longer waiting time)

​

Contact us in writing

Chat with our SME experts or get in touch using the form.

​

Contact us by phone

Speak directly to our SME experts or arrange a callback.

Would you prefer to call us?
0800 055 055 (longer waiting time)

​

Contact us

Chat with our SME experts or arrange a callback.

Would you prefer to call us?
0800 055 055 (longer waiting time)

​

Instructions

Set up your smartphone or mobile device correctly. The manuals guide you through the key steps.

​

​Contact us in writing

Chat with our SME experts or contact us via the form.

​

Contact us by phone

Talk directly to our SME experts or arrange a callback appointment.

Would you prefer to call us?
0800 055 055 (longer waiting time)