Compromised account

If you suspect that someone has gained unauthorised access to your Swiss21 account, act immediately. The faster you respond, the smaller the potential damage.

Signs of unauthorised access

• You receive an email about a login that you did not perform
• Under User > Sessions, you see unknown IP addresses or devices
• Settings or data have been changed without your involvement
• You can no longer log in even though your credentials are correct
• You unexpectedly receive a password reset email

Immediate actions

1. Change your password immediately

Go to User > Change Password and set a new, strong password. Use at least 12 characters and a password that you do not use anywhere else.

If you can no longer log in, use the "Forgot password" function on the login page.

2. Check and end active sessions

Navigate to User > Sessions. Check all active logins for unknown IP addresses, locations, or devices. End every suspicious session.

3. Set up two-factor authentication

If you have not yet enabled 2FA, set it up now:

• Go to User > Authenticator
• Link an authenticator app (Google Authenticator, Microsoft Authenticator, etc.)
• From now on, an additional code will be required at every login

If your existing 2FA may have been compromised (e.g. stolen smartphone), contact support to have the authenticator reset.

4. Check social logins

If you have linked a social login (Google, Apple, Microsoft), check under User > Social Login whether all links were created by you. Remove any unknown links.

5. Contact Swiss21 Support

Create a support ticket with the subject "Suspected unauthorised access" and describe:

• When you noticed the suspicion
• What unusual activity you observed
• Whether data was changed or deleted

The support team can additionally review your account and take further protective measures if needed.

Preventive measures

• Enable two-factor authentication for your account
• As an administrator, use Enforce two-step verification under Settings > Security so that all users must use 2FA
• Use a password manager and unique passwords
• Regularly check your active sessions
• Never share your credentials via email, chat, or phone — Swiss21 Support will never ask for your password