If your mail is not delivered digitally despite the ScanningService being activated, this can have various causes.
Note: The ScanningService enables extensive digitisation of your letter mail. However, complete digitisation of all incoming items cannot be guaranteed.
Possible causes: not all addresses are registered
Do you have several residential addresses or have you recently moved? So that as many items as possible can be delivered digitally, all addresses at which you receive mail must be registered, verified and activated for the ScanningService in the Swiss Post-App under «My digital mail».
Even if you have set up a forwarding order with Swiss Post, both the previous and the new address must be registered in the Swiss Post-App.
Also inform your senders (e.g. banks, insurers or authorities) of your new address.
C/O addresses
C/O addresses are not supported by the ScanningService. Please register your own address without c/o, with correct labelling on the letterbox.
Several people at one address
Have you indicated several people under a single address entry?
- For each individual person you must register a separate address entry in the Swiss Post-App, «My digital mail» section, and activate it for the ScanningService. You will find instructions for adding several people to the ScanningService here: Instructions
Another forwarding active with Swiss Post
- While the ScanningService is active, no additional postal orders such as a hold or a forwarding to another address may exist.
If you need such an order, deactivate the ScanningService for the duration of the order. After it ends, you can reactivate the ScanningService.
Not receiving any physical or digital mail? If you no longer receive any mail at all, neither physically nor digitally, urgently check your address. Contact Swiss Post for this and have the activity of your address checked.
Important: Even with an active ScanningService, you must have a physical letterbox. Certain items cannot be scanned and continue to be delivered physically.