Frequently Asked Questions - Swisscom AIS remote signature

Problems with the AIS signature service are often due to the following:

  1. Basic service problems
    In this case, please check the Swisscom AIS status pagewhether such a problem exists.
    There you will also find the link to Swisscom support.
  2. Problems with incorrect, expired, no longer valid registration data
    In this case, please check first
    using the Swisscom registration status check (new) or Swisscom Signature Check (old) whether you can sign in principle.

    Very often, access problems are related to differences in the identification data collected and the one you provided.
    You cannot check these differences with the above method! Only Swisscom has access to the recorded identification data.
    In this case, you must contact Swisscom directly:

Direct access to Swisscom support:

  • Website Swisscom support
  • E-mail:
  • Telephone: +41 (0) 800 724 724, menu selection "Data services", keyword "All-in Signing Service"
  • Have your PRO number (PRO-00xx) ready. You can find it on the cover sheet of your service contract.
    This speeds up processing considerably. 


The following circumstances cause the deactivation of the identification data and make a new identification necessary:

  1. Identity document has expired.
  2. Change of mobile number.
  3. Change of authorization from SMS-TAN to Mobile ID app.
    (for non-Swiss customers: the Mobile ID app MUST be activated before identification)

More information about the AIS service:



Created: 06.10.2021 - 22: 39
Stand: 16.01.2023 - 12: 07

Since around the beginning of March 2021, Swisscom AIS customers have been receiving notifications that they should migrate to the new CA4 root certificates.
The changeover must be completed by the end of 2021.

What to do?

To migrate to the new root certificates, simply adapt the ClaimedID in your installation to the value you received in your cover letter and restart the software.

  • In Sign Live! cloud suite gears you will find the associated settings e.g. B. in C: \ ProgramData \ cloudsuite \ config \
  • In Sign Live! CC client you will find the associated settings under the menu option Extras> Settings> Signatures> Signature devices> Mass signature or On Demand


  • for seal: CUSTOMER: static-saphir2-ch -> CUSTOMER: static-saphir4-ch
  • for personal signatures: CUSTOMER: OnDemand-Qualified -> CUSTOMER: OnDemand-Qualified4

What will this change for you?

  • Your signatures are better protected against attacks because of the stronger algorithms now to be used for creating the signature.
  • The eGov validation portal can currently not yet check the signatures created in this way.
  • Further, detailed information can be found in the PDFs that you received in the notification from Swisscom.
Created: 16.04.2021 - 12: 58
Stand: 17.04.2021 - 12: 36

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