Problem with a reset password

zeli24 · 2025-10-13T16:32:03+00:00

Hallo, Ich habe Probleme beim Zurücksetzen meines Kontopassworts. Ohne mein Eingreifen konnte ich mich nicht anmelden und das System teilte mir mit, dass mein Name und mein Passwort nicht übereinstimmten, obwohl ich es nicht geändert hatte. Ich habe versucht, das Problem durch Zurücksetzen meines Passworts zu beheben, aber meine E-Mail-Adresse wurde für mehrere Konten verwendet. Also rief ich die Vermittlung an, die meine Adresse änderte. Allerdings kann ich mein Passwort jetzt nicht zurücksetzen und weiß nicht, was ich tun soll. Ich habe ein Geschäftskonto, aber alle meine Karten sind Datenkarten in Geräten, die keine SMS-Nachrichten empfangen können. Ich weiß also nicht, was ich tun soll, weil ich jetzt nicht weiterkomme. Üblicherweise habe ich mich über die Homepage von Sunrise.ch eingeloggt und dort auf „Mein Sunrise“ geklickt. Allerdings sehe ich immer noch ein sich drehendes Rad mit der Meldung „Laden“, das sich dann in eine rote Meldung ändert, die besagt, dass mein Benutzername und mein Passwort nicht übereinstimmen. Wenn ich auf „Passwort vergessen?“ klicke, passiert nichts, wenn ich meine E-Mail-Adresse eingebe. https://www.sunrise.ch/mysunrise/en/residential/login Wenn ich jedoch auf der Hauptseite zu Geschäftskunden > Login > Mein Sunrise > Passwort vergessen gehe, erhalte ich einen temporären Code zur Wiederherstellung. Ich habe ein neues Passwort festgelegt, das alle Bedingungen erfüllt. Beim nächsten Anmelden teilt mir das System jedoch erneut mit, dass Passwort und Name nicht übereinstimmen. Ich weiß nicht, was ich tun soll. Die Hotline sagte mir, dass sie ein Ticket erstellen würden, aber ich muss das Problem so schnell wie möglich lösen. Können Sie mir @"Sunrise_Team"#7191 helfen? Vielen Dank für Ihre schnelle Hilfe. Michael Zelenka

zeli24

Hello,

I am having trouble resetting my account password. Without my intervention, I was unable to log in and the system told me that my name and password did not match, even though I had not changed it.

I tried to resolve this by resetting my password, but my email address was used for multiple accounts. So I called the operator, who changed my address. However, I am now unable to reset my password and don’t know what to do.

I have a business account, but all my cards are data cards in devices that cannot receive SMS messages. So I don’t know what to do because I’m stuck now.

I usually logged in via the sunrise.ch homepage, where I clicked on My Sunrise. However, I still see a spinning wheel that says “loading,” which then changes to a red message saying that my username and password don’t match. If I click on Forgot your password?, nothing happens when I enter my email address.

https://www.sunrise.ch/mysunrise/en/residential/login

However, if I go to the main page to Business customers > Login > My sunrise > Forgot your password, I receive a temporary code for recovery.

I set a new password that meets all the conditions. However, the next time I log in, the system again tells me that the password and name do not match.

I don’t know what to do. The helpline told me they would create a ticket, but I need to resolve this as soon as possible.

Can you help me @Sunrise_Team?
Thank you for your fast help.
Michael Zelenka

Daniele_Sunrise

zeli24 As you are a Business customer, you must log in via this link. If you are still unable to log in, please contact Business Technical Support.

Greetings
Daniele

zeli24

Daniele_Sunrise Hello, thank you for your reply. Yes, I tried it also there but still have a problem. System looks like working but nothing is happening. I tried to reflesh page, I tried to other browser, clean cookies, reset settings of page, use other devices but nothing help me.

Is it possible to call there from abroad or you have some other phone number for it? I am still in Prague in the Czech Republic.

Thank you

Michael Zelenka

Daniele_Sunrise

zeli24 I see that you have been in contact with our support team. Since the login requires a cell phone number from Switzerland, you need to register one. According to the information in the system, you will enter the cell phone number after your return. Our support can help you with this (+41 58 777 01 01).

Greetings
Daniele

zeli24

Daniele_Sunrise I already soved this problem.

A colleague on the helpline advised me on how to request reactivation and get to the stage where I have to enter a Swiss phone number. However, I don’t have one, because all eSIM cards are data-only and the devices don’t accept SMS messages.

I had to ask a friend if I could use his Swiss phone number. Otherwise, the situation was completely unsolvable for me. Sunrise simply does not consider situations where it also has customers from abroad. It will be better if I can send a terminate code to my czech number.

Have a nice day
Michael Zelenka

zeli24

Daniele_Sunrise But now there’s another problem. This afternoon, I set a new password, logged in successfully, and downloaded the invoice. Now, a few hours later, I want to log in again, but the system tells me that my password and login name don’t match. I’ve tried both my customer number and my email address, but nothing works.

Unfortunately, the system does not allow me to reset my password either. The form is not responding.

What can I do now? Isn’t this actually a known bug on Sunrise’s side

Daniele_Sunrise

zeli24 Can you please trigger a code without the small a in front of the customer number? Does it work after that?

Greetings
Daniele

zeli24

Daniele_Sunrise It doesnt work. The system says my password is incorrect. Even when I use my email address or customer number. But I am 100% sure my password is correct. I set it up yesterday.

And when I want to reset my password, I can’t because the system isn’t working. See the video below.

zaznam-obrazovky-2025-10-16-v-85031.mov

1MB

Thank you
Michael Zelenka
Nobless Line s.r.o.

Daniele_Sunrise

zeli24 I have unblocked your account. Please try resetting your password again. The password will be sent to your e-mail address. I have tested it and an email has been sent to your email address.

Greetings
Daniele

zeli24

Daniele_Sunrise Thank you. When I clicked on the link you sent me, I was immediately logged in without having to do anything. Just clicked on the link “resseting your password.”

So should I reset my password now?

Thank you
Michael Zelenka

Daniele_Sunrise

zeli24 Yes, please try to change your password. If it still does not work, please contact customer service again so that they can open a ticket for further clarification.

Greetings
Daniele