Frequently Asked Questions

Here you will find quick answers to the most common questions and issues. If your question is not listed, please create a support ticket.

Login and access

I cannot log in

Possible causes:

• Wrong password — Click "Forgot password" on the login page. You will receive an email with a link to reset it.
• Email address not recognised — Check whether you registered with the correct address. Another user may have been invited as the owner.
• 2FA code invalid — Make sure the time on your smartphone is correct (automatically synchronised). Authenticator codes are time-based and expire after 30 seconds.
• Account locked — After several failed attempts, access is temporarily locked. Wait a few minutes and try again.

If nothing helps, contact support with your registered email address.

I forgot my password

Click "Forgot password" on the login page. Enter your registered email address. You will receive an email with a reset link within a few minutes. Also check your spam folder.

I no longer have access to my authenticator app

If you have lost your smartphone or the app is no longer available, contact Swiss21 support. After verifying your identity, support can reset the authenticator so you can log in again and set up 2FA on a new device.

Users and permissions

How do I invite a new user?

Navigate to Settings > User Management > Add User. Select the role (employee or administrator), enter the email address, and assign app access. The user will receive an invitation by email.

What user roles are available?

Swiss21 has three roles:

• Employee — Access to assigned applications, no administrative rights
• Administrator — Full access including settings, user management, and billing
• Digital Coach — External consultant access with administrator rights

For details, see Settings > User Management > User Roles.

A user does not have access to an app

Check under Settings > User Management > Applications whether the desired app is assigned to the user. Only the owner or an administrator can change access.

Plans and billing

What plan am I currently on?

You can see your current plan on the Dashboard under the Plan tab or under Plans in the navigation.

How do I change my plan?

Go to Plans, compare the available options, and click Upgrade on the desired plan. The change takes effect immediately, and billing is adjusted on a pro-rata basis.

I have not received an invoice

Invoices are generated automatically each month and sent to the billing email on file. Check:

• Whether the billing email in your company profile is correct
• Your spam folder
• The Billing > Invoices section — you can download all invoices as PDF there

How do I change my payment method?

Navigate to Billing > Payment Method. There you can add a new credit card or update the existing payment method.

Security

How do I enable two-factor authentication?

Go to Users > Authenticator, scan the QR code with your authenticator app, and enter the displayed code to confirm. From the next login onwards, the second factor will be required.

I suspect my account has been compromised

Act immediately:

1. Change your password — Under Users > Change Password
2. Check active sessions — Under Users > Sessions. End any unknown sessions.
3. Enable 2FA — If not already done, set up two-factor authentication.
4. Contact support — Create a ticket with the subject "Suspected unauthorised access" so the team can review your account.

Applications

An app is not shown on the dashboard

Not all apps are included in every plan. Check under Plans whether your current plan includes the desired app. If it does and the app is still missing, contact support.

How do I open an app's help centre?

Each application has its own help centre with detailed instructions. You can find the link on the dashboard on the respective app page under the "Help Centre" section.

Data and privacy

Where is my data stored?

All data is stored in Switzerland. The data centres are certified to ISO 27001 and ISAE 3402 Type II. For more details, see General > Documents > Data Protection.

Can I export my data?

Yes. The individual applications (e.g. AbaNinja, AbaSalary) provide export functions. Data can be downloaded in common formats (CSV, PDF).

How do I delete my account?

Go to Settings > Ownership > Delete Account. Please note that this action is irreversible and all data in the Swiss21 portal will be deleted. Export all required data beforehand.