Frequently asked questions - Login

Your username is an 8-digit number that was originally sent to the email address provided by your employer when your Swiss Life account was created. To recover your username, please follow the steps outlined in the section “I forgot my username”.

To recover your username:

1. Click on “Forgot Username” on the main login screen.
2. Enter the current email address associated with your account (try both your professional and personal email addresses).
3. If the email entered matches the one linked to your account, you will receive your username by email.

If you do not receive the recovery email, please refer to the instructions under: “I am not receiving the ‘Forgot Username’ email.”

If you have not received the username recovery email, please follow these steps:

• Check your spam or junk folders. The email is sent from no_reply@swisslife.com and may be mistakenly flagged or redirected to trash.

If the email still has not arrived, it is possible that the address linked to your account is outdated. We would be happy to update it to a personal email.

To request an update, please contact us at web-login@swisslife.com and include the following details:

• A copy of your valid ID (for verification purposes)
• Your previous email address
• The name of your employer
• Your policy number (if known)

Once we receive your request, we’ll update your account with the email address of your choice. You will then be able to recover your username successfully.

To keep your account secure, your password must meet the following criteria:

• Minimum of 10 characters
• At least one uppercase letter (A–Z)
• At least one lowercase letter (a–z)
• At least two numbers (0–9)
• At least one special character (e.g., ! @ # $)
• Must not match any of your last 5 passwords

To reset your password, please follow the steps outlined in the “I forgot my password” section.

To reset your password, please follow these steps:

1. Click on “Forgot Password” on the main login screen.
2. Enter your username (8-digit code).
3. You will receive a password reset link at the email address associated with your account.
4. Open the link and follow the instructions to create a new password.
5. If you have enabled two-factor authentication (2FA), you will be prompted to enter the 6-digit OTP from your authentication app before completing the password update.

If you do not receive the reset email, refer to the instructions under: “I am not receiving the ‘Forgot Password’ email.”

If you no longer have access to your authentication app, follow the steps under: “I have changed my phone and no longer have access to my authentication app.”

If you have not received the password recovery email, please follow these steps:

• Check your spam or junk folders. The email is sent from no_reply@swisslife.com and may be mistakenly flagged or redirected to trash.
• Review both your professional and personal email inboxes, especially if you are unsure which one is linked to your account.

If the email still has not arrived, it is possible that the address linked to your account is outdated. We would be happy to update it to a personal email.

To request an update, please contact us at web-login@swisslife.com and include the following details:

• A copy of your valid ID (for verification purposes)
• Your previous email address
• The name of your employer
• Your policy number or username

Once we receive your request, we will update your account with the email address of your choice. You will then be able to reset your password successfully.

To update your account, please contact us at web-login@swisslife.com and include the following details:

• A copy of your valid ID (for verification purposes)
• Your previous email address
• The name of your former employer
• Your policy number or username

Once received, we will update your account with the email address of your choice.

Please check your spam or junk folder. The email you are expecting is sent from no_reply@swisslife.com, which can sometimes be mistakenly flagged and end up in your junk folder.

If you are not receiving the automatic email with the link, the problem might be the address associated with your account. We recommend contacting your company's IT department to ensure that emails from Swiss Life - especially from no_reply@swisslife.com - are not being blocked or filtered by your organisation's email system.

We can also gladly change your email address to a personal one.

To update your account, please contact us at web-login@swisslife.com and include the following details:

• A copy of your valid ID (for verification purposes)
• Your previous email address
• The name of your employer
• Your policy number or username

Once received, we will update your account with the email address of your choice.

As of 15/10/2025, one-time passwords (OTP) are now sent by default to your registered email address. Your previous authentication app is no longer required nor valid. To log in, simply enter the 6-digit code sent to your account email. Please note that the code is valid for 5 minutes.

If you have selected two-factor authentication (2FA) using an authentication app and are experiencing issues with your code, please refer to the section titled: “Invalid verification code (OTP) from Authentication App.”

Starting from 15 October 2025, during your first login to the portal or app, you will be prompted to choose one of the following authentication options:

1. Set up OTP now – Select this option if you wish to activate 2FA using an external authentication app (e.g. Google Authenticator, Microsoft Authenticator).
2. Skip for now – The prompt will appear again during future logins until you complete the setup.
3. Do not remind me again (keep email verification) – Choose this to permanently skip the 2FA setup. You will continue receiving OTP codes via email only.

Important: If you choose to set up OTP now, you must complete this step on a computer via our web portal: https://preferredplus.swisslife.com. This is necessary to scan the QR code with your authentication app—this step cannot be done within the mobile app.

On your smartphone, make sure you have an authentication app installed, such as:

• Microsoft Authenticator
• Google Authenticator
• 2FA Authentication
• FreeOTP,…

Then follow these steps:

1. Open the authentication app and add a new account.
2. Scan the QR code displayed on your computer screen.
3. Once setup is complete, the app will generate a 6-digit code that refreshes every 30 seconds.
4. Enter this code during the login process when prompted.
5. You must complete the setup to access both the mobile app and the web portal.
6. After setup, you can close and reopen the app anytime to retrieve your OTP and log in using your username, password, and OTP.

If you experience issues with your OTP, refer to the section: “Invalid verification code (OTP) from Authentication App.”

If you prefer to switch back to email-based OTP, follow the steps in the section: “I chose two-factor authentication but want to switch back to email OTP.”

If you have selected two-factor authentication and receive an invalid one-time password (OTP) when entering the 6-digit code, please consider the following solutions:

• Ensure you are using a supported authentication app, such as Authenticator, 2FA Authenticator, or FreeOTP.
• The code displayed in your app refreshes every 30 seconds. Always open the app at login and use the current code linked to your Swiss Life account. Each code is unique and time-sensitive.
• Check that your phone’s time settings are set to automatic. Manual time settings can cause synchronisation issues with the OTP.

If you have selected two-factor authentication (2FA), you will need to complete the setup from a computer via our portal: https://preferredplus.swisslife.com. This is necessary so you can scan the QR code using your smartphone.

On your smartphone, make sure you have an authentication app installed, such as:

• Microsoft Authenticator
• Google Authenticator
• 2FA Authentication
• FreeOTP,…

Then follow these steps:

1. Open the authentication app and add a new account.
2. Scan the QR code displayed on your computer screen.
3. Once setup is complete, the app will generate a 6-digit code that refreshes every 30 seconds.
4. Enter this code during the login process when prompted.
5. You must complete the setup to access both the mobile app and the web portal.
6. After setup, you can close and reopen the app anytime to retrieve your OTP and log in using your username, password, and OTP.

If you experience issues with your OTP, refer to the section: “Invalid verification code (OTP) from Authentication App.”

If you prefer to switch back to email-based OTP, follow the steps in the section: “I chose two-factor authentication but want to switch back to email OTP.”

As of 15/10/2025, verification codes (OTP) are now sent by default to your registered email address. Your previous authentication app is no longer required. To log in, simply enter the 6-digit code sent to your account email. Please note that the code is valid for 5 minutes.

If you have opted for two-factor authentication (2FA) using an authentication app and wish to reset your OTP setup, please contact us at web-login@swisslife.com and include the following details in your request:

• A copy of your valid ID (for verification purposes)
• Your account email address
• The name of your employer
• Your policy number or username

Once received, we will update your account and enable email-based OTP by default. During your next login, you will be able to reselect 2FA and scan a new QR code to configure your authentication app.

If you have opted for two-factor authentication (2FA) using an authentication app and would like to revert to email-based OTP, please contact us at web-login@swisslife.com and include the following details in your request:

• A copy of your valid ID (for verification purposes)
• Your account email address
• The name of your employer
• Your policy number or username

Once we receive your request, we will update your account and set email-based OTP as the default authentication method.

If you hold multiple policies with Swiss Life under different usernames, you can request to merge them into a single account for easier access.

To do so, please contact us at web-login@swisslife.com and ask for your policies to be consolidated under one login. If technically feasible, we will be happy to process the merge.

If your account has been closed following a reimbursement or an ongoing retirement process, access to the portal is no longer available. This typically occurs when no remaining funds are associated with your account.

For assistance or to request documents, please contact claims@swisslife.com.

You received your login credentials because you recently joined a company covered by Swiss Life. However, your policy may not yet be active. As a result, access to your account is temporarily unavailable.

Please try logging in again in a few weeks. Thank you for your patience.

If you have successfully logged in but the portal screen does not appear, here are a few steps you can try:

1. Try a different browser: We recommend using Google Chrome or Microsoft Edge for the best experience.
2. Clear your browser data: Delete cookies and cached data from your browsing history to ensure a clean session.
3. Disable your ad blocker: Ad blockers can interfere with portal functionality. To disable it for our site:
   • After logging in, click the AdBlock icon in your browser.
   • Select “Always” to pause AdBlock on preferredplus.swisslife.com.
   • Reload the page if necessary.

If the issue persists, please do not hesitate to contact web-login@swisslife.com for further assistance.

Yes, the myBenefits app allows biometric login (fingerprint or facial recognition) or PIN code. During your first login, you will need to enter your username, password, and OTP verification code. Once this step is completed, you can activate biometric or PIN login, so you do not need to re-enter your credentials each time you use the app on that device.

Yes, you can download and log in to the mobile app on multiple devices (smartphones, tablets). For each new device, your first login will require your username, password, and OTP verification code. Once completed, you can activate biometric or PIN login, allowing you to access the app without re-entering your credentials each time.