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Customer Portal

Login / Password​

I can't log in. What could be the reason?

If you cannot log into your customer portal, the following reasons may apply:

  • You are using an incorrect password. Please use the login password (not to be confused with the VoIP password).
  • You are entering the wrong user ID.
    • Your user ID corresponds to your email address.
  • You are logging into the old customer portal.
I forgot my login password. What can I do?

If you have forgotten your login password, you can do the following:

  • Use the "Forgot Password" function on the customer portal CH or customer portal AT Click on the "Forgot Password" link below the login page and then enter your user identifier and the email address registered in your account.
    You will receive an email with a password recovery link within a few minutes.
  • If you no longer remember your user identifier and/or the registered email address, please contact our customer support (open a ticket).
    Provide as much personal information as possible to verify your identity so we can send you a new password.
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Please note that when using the "Forgot Password" function, you must enter the correct user identifier and the email address registered in your account.

How can I change my login password? Are there any password policies?

To change your password, log in as usual to your sipcall user account at login.sipcall.ch. Then, click on your user profile in the top navigation bar and select "My Account." In the "Change Password" section, enter your old password and choose a new one.

Your new password must:

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

The configuration data required for your SIP phone or PBX can be found as follows:

  1. Log in to our customer portal (login.sipcall.ch / my.sipcall.at).
  2. Navigate to Numbers / Number Overview.
  3. Click on the desired number to view the configuration data (within the SIP Data section).
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  • You do not need the configuration data for Microsoft Teams. Follow this guide if you have selected the Teams option.
  • The configuration data will only be displayed if the sipcall vPBX or sipcall Trunk option is enabled.
  • You do not need the configuration data for a Trunk participant.
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If multiple SIP servers are displayed, select one. If you enter both simultaneously, you will receive incoming calls twice.

How can I change my VoIP password?

Navigate to Numbers / Number Overview.

In the desired number row, click on the configuration icon in the Configuration column. In the first section Configuration Data, select Generate new VoIP password.

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 to verify a user's identity when logging into an account or service. Unlike traditional login methods that only require a password, 2FA provides an additional layer of protection, making it harder for an attacker 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 during login. These factors fall into three categories:

  • Something you know (knowledge factor): A password, passphrase, PIN, or 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 characteristic such as a fingerprint, face, iris, or retina.

The most commonly used form of Two-Factor Authentication combines a password (Knowledge factor) with a one-time code generated by an app (Possession factor). This code changes periodically, reducing the risk of misuse.

What do I need 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. Some of the most well-known 2FA apps include:

  • Google Authenticator: A widely used and simple app that generates one-time codes for login. It is available for both Android and iOS and supports a variety of services.

  • Microsoft Authenticator: This app works similarly to Google Authenticator but also offers additional features, such as the option to log in via push notifications instead of entering 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 not only generates one-time codes but also offers cloud-based backup and device synchronization, allowing you to access your codes on multiple devices. This is especially useful if you lose or replace your primary device.

How do I set up 2FA?

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

Once 2FA is activated, you will be asked for the one-time code generated by the authentication app every time you log in.

Hold and Waiting Music​

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

After uploading the file, it may take up to 10 minutes for the file to be activated.

Do I need to pay royalties for using the music track in hold and queue music?

sipcall provides a license-free music track for use as hold music, and no copyright royalties need to be paid to SUISA. If sipcall customers upload and use their own music track as hold music or for the call queue, the customer is responsible for the lawful use of the music track and for any copyright fees.

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 exceed 1.5 MB (Music on hold) or 3 MB (Call Queue) in size.
  • It may take up to 10 minutes for the new music to become available.