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Customer Portal

Login/Password​

I cannot log in. What could be the reason?

If you are unable to log in to the sipcall customer portal, this may be due to the following reasons:

  • You are using an incorrect password. Please use the login password (not to be confused with the VoIP password).
  • You are entering the user ID that was used in the old customer portal (4- or 5-digit customer number). The user ID corresponds to your email address.
  • You are logging in to the old customer portal. The new customer portal is https://login.sipcall.ch.
I don't know my login password. What can I do?

If you no longer know your login password, you can do the following:

  • Use the "Forgot password?" function in the CH customer portal or the AT customer portal. To do so, click the "Forgot password?" link below the login area and enter your user ID and the email address stored in your sipcall account (for AT). For the CH customer portal, it is sufficient to enter the email address you also use for the regular login. You will receive a password reset link by email within a few minutes.
  • If you no longer know your user ID and/or your stored email address, please contact our customer service (direct email link). Provide as much personal data as possible to verify yourself so that we can send you a new password.
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Please note that when using "Forgot password?", you must enter the correct user ID and/or the email address stored in the account.

How can I change my login password? Are there password requirements?

To do so, log in to your sipcall user account at login.sipcall.ch. Click your user in the top-right navigation bar and then select “My account”. In the “Change password” card, enter your old password and set a new one.

The following password requirements must be met:

  • Must be at least 10 characters long
  • Must contain at least 1 uppercase and 1 lowercase letter
  • Must contain at least 1 number
  • Must contain at least 1 special character from the following selection: +-*!@/(){}[]|;#%=?^$&_.,
  • Must not contain spaces or umlauts such as äöüéàë etc.
Where can I find the VoIP password (also called SIP credentials or configuration data)?

You can find the configuration data required for your SIP phone or phone system as follows:

  1. Log in to the sipcall customer portal (login.sipcall.ch/my.sipcall.at).
  2. Navigate to Phone numbers/Phone number overview.
  3. Click the desired phone number to view the configuration data (within the SIP-Credentials card).
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  • You do not need the configuration data for Microsoft Teams. Follow this guide if you have activated the "Microsoft Teams" product.
  • The configuration data is only displayed if the sipcall virtual pbx or sipcall sip trunk product is active.
  • You do not need the configuration data for a trunk participant.
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If multiple SIP servers are displayed, select only one. If you enter both at the same time, you will receive incoming calls twice.

How can I change my VoIP password?

Navigate to Phone numbers.

Now click the desired phone number. Within the "SIP-Credentials" card, you can now click the key icon to generate a new VoIP password.

Login/Two-Factor Authentication​

Do I receive a confirmation code by email?

No. sipcall does not send emails for verification. Authentication takes place exclusively locally via your authenticator app.

How do I set up two-factor authentication?

2FA is activated exclusively via an authenticator app (e.g. Google Authenticator, Microsoft Authenticator or Authy). Detailed step-by-step instructions can be found below under "What is two-factor authentication and what do I need for it?".

How can I deactivate two-factor authentication?

If you would like to deactivate two-factor authentication, you can do so in your profile (top right) under the "My account" menu item.

How can I reset two-factor authentication?

If you no longer have access to your authenticator app, please send us an email to customercare@sipcall.ch. Important: The email must be sent from the email address stored in the sipcall account.

What is Two-Factor Authentication and what do I need for it?

Two-Factor Authentication (2FA) is a security procedure that uses two different factors when logging in to an account or service to confirm the user's identity. In contrast to conventional login, where only a password is requested, 2FA offers an additional layer of protection. This makes it more difficult for attackers to gain access to sensitive information, even if they know the password.

How does 2FA work?

2FA relies on two independent factors that a user must provide when logging in. These factors can be divided into three categories:

  • Something you know (knowledge factor): A password, a passphrase, a PIN, or an answer to a security question.
  • Something you have (possession factor): A mobile phone, a physical key card, or a smart ID card.
  • Something you are (inherence factor): A biometric feature such as a fingerprint, face, iris, retina.

The most commonly used form of Two-Factor Authentication combines a password (knowledge factor) with a one-time code generated via an app (possession factor). This code changes at regular intervals, which reduces the risk of misuse.

What is needed for 2FA?

To set up 2FA for your accounts, you need a device (usually a smartphone) and a dedicated authentication app that provides the second factor, i.e., the one-time code. The best-known 2FA apps include:

  • Google Authenticator: A widely used and simple app that generates one-time codes that you use when logging in. The app is available for both Android and iOS and supports a variety of services.

  • Microsoft Authenticator: This app works similarly to Google Authenticator and offers additional features such as the ability to log in via a push notification instead of a code. It is particularly useful for Microsoft services, but can also be used for other accounts.

  • Authy: One of the most versatile authentication apps. Authy offers not only the generation of one-time codes but also a cloud-based backup and device synchronization function with which you can use your codes on multiple devices. Especially practical if you lose or change your main device.

How do I set up 2FA?

  1. Install an authentication app of your choice on your smartphone.
  2. Log in to the sipcall customer portal.
  3. Click your username in the top-right and select My account.
  4. Scan the QR code or enter the setup key in your authentication app.
  5. Enter the generated code and click on "ACTIVATE 2FA" to confirm the setup.

Once 2FA is activated, you will be asked for the one-time code that the authentication app generates each time you log in.

Hold and Queue Music​

I have uploaded a music file, but it is not playing. What am I doing wrong?

After the file has been uploaded, it may take up to 10 minutes until the file is activated.

Do I need to pay license fees for using the music piece as hold and queue music?

sipcall provides a license-free music piece for the hold music (Music on Hold, MoH), and no copyright compensation needs to be paid to SUISA.
If sipcall customers upload and use their own music piece as hold music or for the call queue, the customer is responsible for the legal use of the music piece or for the copyright compensation.

Which audio formats are supported?

The following audio file formats are supported:

  • wav
  • mp3

Notes:

  • The file formats wmv and wma are not supported.
  • The music file must not be larger than 1.5 MB (hold music) or 3 MB (call queue).
  • It can take up to 10 minutes for the new music to become available.
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