CoopMobile customer care

within Switzerland:
0800 780 782
from abroad:
0041 78 780 782 0

Help & FAQ

Help & FAQ

Help & FAQ

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New offer : What are the differences between the old and new rates?

  • New: all calls cost only CHF 0.15/ min
    • Calls to vers Swisscom, Sunrise, Yallo, Lebara fixed lines now cost CHF 0.15 instead of CHF 0.30.
    • Calls to Salt and CoopMobile were free of charge and will now be charged CHF 0.15 / min.
  • The cost of SMS does not change CHF 0.10.
  • It is now possible to control your mobile Internet consumption.
    • Up to now each MB has been charged CHF 0.30/ MB
    • From now on you can choose the volume that suits you (valid 30 days) by accessing http://costcontrol.salt.ch/status via the mobile network. (Does not work in Wi-Fi).
    • And 500 MB were charged CHF 9.90 in the monthly option now 500 MB cost CHF 4.90 valid 30 days.

Which network does CoopMobile use?

CoopMobile is using the Salt network.

New tariff: Will the prices be adapted automatically for existing customers?

  • No
  • Even if the new conditions of the new price plan are much better, it's not possible to call other CoopMobile / Salt customers for free anymore. Due to this, we will not adapt the prices automatically. Nevertheless, you cann easily change to the new conditions by calling the customer care. Your call credit will be transfered.

What are the advantages of CoopMobile Prepaid?

With CoopMobile Prepaid, you can call for only CHF 0.15/min to all Swiss networks. You can also pay for your prepaid credit or your bill using super points.

When can I start to use my mobile?

You can make calls in less than 24 hours.

Do I get superpoints when I shop with CoopMobile?

Yes, you do, when you buy your mobile, the SIM card or talktime credit from CoopMobile. The only exception is when the talktime credit, the SIM card or the mobile is bought using super points (when you cash in the points). In this case, you do not receive any super points.

Does CoopMobile also offer nano Prepaid SIM cards?

Yes. The CoopMobile Prepaid SIM card is also available as a nano SIM. Anyone interested can ask for one on the CoopMobile Hotline (0800 780 782).

Can I pay for my mobile phone or SIM card with Superpoints?

Yes, that's possible at all Coop, Interdiscount and Fust points of sale.

Where can I charge my CoopMobile talktime credit?

You can recharge your CoopMobile talktime credit at any checkout in a Coop Supermarket, in a Coop City Supermarket, at Coop Bau+Hobby, Coop Pronto Shop, Fust,  Interdiscount or online at Coop@home. You can also buy CoopMobile talktime credit from any SBB automatic ticket machine 24 hours a day. You can recharge amounts from CHF 10.– to CHF 400.–. However, you cannot use your superpoints on SBB automatic ticket machines.

Can I transfer my existing talktime credit with another provider to CoopMobile if I transfer my number?

No. When you transfer your number, you must first use up your talktime credit, or it will be lost.

How can I request Information about the remaining credit?

Enter the following code: #121# followed by the call key.

You can also monitor your data consumption in Switzerland and abroad by accessing costcontrol.salt.ch/status page from the mobile network and without using Wi-Fi.

Can I buy a CoopMobile phone and/or SIM card for my children?

Yes. It will be registered on a parent’s name. Once the phone number has been activated, you can call the CoopMobile hotline (0800 780 782) to register your child as the user of the phone number.

How can I recharge my account?

The easiest way of recharging your account is to enter the following combination on the keyboard: #121*12-digit recharge code# call key.
On your mobile, press #121*, enter the code shown on the recharge voucher, press # and then the call key. Make sure that you don’t enter any spaces. For example: #121*123456789012# call key.
Recharge codes have the following format: 123456789012

Or by phone (in Switzerland only).

Call the toll-free number 0800 780 780. The IVR system automatically recognises your phone number. Select ‘Recharge account’, enter the recharge code shown on the recharge voucher and press #. The IVR system confirms that the information has been successfully received and that the account has been recharged.
Recharge codes have the following format: 123456789012

 

Can I also recharge my CoopMobile talktime credit abroad?

Yes. You can also recharge your talktime credit abroad free of charge using the following key combination: #121*12-digit recharge code# call key (see previous answer).

How much does it cost to listen in on my CoopMobile Box in Switzerland?

CoopMobile customers in Switzerland receive the CoopMobile Box free of charge. Calling the CoopMobile Box in Switzerland is also free of charge.

How can I load a favourite or any account?

Via mobile self service (always free of charge)
#121*MOBILENUMBER*RECHARGECODE # call button

Press the keys #121* on your phone, followed by the phone number you’d like to top up, then *, followed by the code on your voucher and #, followed by the call button. Make sure that you don’t dial any spaces in between.
Example: #121*0781234567*123456789012# call button.

Recharge codes are indicated in the following format: 123456789012
Mobile phone numbers are to be entered in the following format:  0781234567
Info: this service is only available for CoopMobile customers.

Or via phone (only within Switzerland)
0800 780 780 – free number

Call 0800 780 780 free, select your preferred language and enter the CoopMobile Prepaid number you’d like to top up. Now enter the code on your recharge voucher and tap #.
The IVR system confirms that the information has been successfully received and that the account has been recharged.
Mobile phone numbers are to be entered in the following format:  0781234567
Recharge codes are indicated in the following format: 123456789012

 

I don’t have any network coverage at home. Can I return my device and SIM card?

Please call our CoopMobile hotline 0800 780 782 to have the network coverage at your home checked. If the hotline confirms that the network coverage isn't sufficient, your point of sale will take back your SIM card or handset (including SIM card and the complete content of your package) within 10 days after purchase. The package has to be returned complete and in perfect condition, however.

I have lost my mobile. / My mobile has been stolen.

Call our hotline 0800 780 782.

0800 numbers are free of charge for calls from the CoopMobile and fixed-line networks.

I can’t turn on my device.

Make sure that the battery is fully charged. If the problem persists, please return your device to your point of sale for repair.

The appliance is asking for the SIM card.

Insert the SIM card and check if you have placed it correctly. If the problem persists, call our free hotline 0800 780 782.

The appliance is asking for a PIN code / password.

Please enter your PIN code. You will find it in the SIM card envelope.
If the problem persists, please call our free CoopMobile hotline 0800 780 782.

The appliance is asking for a PUK code.

Please enter your PUK code. You will find it in the SIM card envelope.
If the problem persists, please call our free CoopMobile hotline 0800 780 782.

The device asks for an unlock code

You haven't purchased your mobile phone from CoopMobile. Your initial provider has SIM locked your phone (usually for the duration of 2 years) for other operators. For further information please contact the customer service of your previous provider.

The keypad does not work.

Remove the keypad lock (refer to the mobile’s user guide).
If the problem cannot be solved: send for repair.

How much does it cost to call the CoopMobile Box abroad?

Calling the CoopMobile Box from abroad costs the same price as a standard call abroad. The costs depends on where you are. Tariff

How much do premium rate numbers cost (0800, etc.)?

0800 numbers are free of charge for calls from the CoopMobile and fixed-line networks. Calls to emergency numbers (112, 117, 118, 144, 147) are also free of charge. For calls to numbers that start with 080x, 090x, 084x, 18xy and 0878, or to payable short numbers (e.g. 1600, 161, 162, 163, 164, 166, 187), CoopMobile charges 0.40 CHF/min, excluding the price proposed by operators for services provided by these numbers.

What are the advantages of CoopMobile Swiss Flat?

For CHF 29.90 per month, from Switzerland, you benefit from unlimited calls to all Swiss carriers, unlimited SMS/MMS and an Internet connection (2 GB of high-speed 4G (5 GB with current promotion), reduced throughput beyond that).

Where can I purchase CoopMobile Swiss Flat?

The offer is available in the following stores: Interdiscount, Fust, bigger Coop supermarkets, coop@home and Salt Stores.

What is the minimum contract period for CoopMobile Swiss Flat?

The minimum contract period is:  
- Without handset: no minimum contract period, 60 days notice period
- With handset: 24 month minimum contract period

How do I receive my bill?

Bills are sent every month by post.

Can I pay for my mobile offer with superpoints?

It is only possible to pay for mobile offers using superpoints at coop@home.

What is the phone number of the CoopMobile Abo Customer Care service?

The number for CoopMobile Customer Care Service is 0800 780 782.

What happens if I have used the included 2 GB | 5 GB 4G high-speed surfing in Switzerland with Swiss Flat?

You can either continue surfing for free but with reduced speed, or you buy an additional data bundle for 4G high-speed surfing, for example:

  • 200 MB for CHF 5.-
  • 1 GB for CHF 10.-
  • Unlimited surfing with 4G speed for CHF 25.-

When I switch to the CoopMobile subscription, can I keep my mobile phone number?

Yes. You can keep your existing mobile phone number.

Can I pay my monthly bill with superpoints?

Yes, you can pay all or part of your monthly bill with Superpoints.

How can I pay my monthly bill with superpoints?

You can pay with your Superpoints online.

How do payments with superpoints work?

The points are deducted from your Supercard account and the corresponding amount in francs is credited to your monthly bill. Your credit is added to your next monthly bill, provided that the transaction is made before the 5th of the month.

If the transaction is made after the 5th of the month, the credit will be used to pay your next monthly bill but one.

For example: On 3 December, you select an amount of CHF 15.– (= 1500 Superpoints). This amount is used to pay December’s monthly bill. If the transaction takes place on 7 December, the credit is used to pay January’s monthly bill.

Can I credit my monthly bill with any amount of my choosing?

No. You can pay up to a maximum of CHF 120.– (= 12,000 super points) per month.

Can I also settle my monthly bill with super points at a later date?

No. Monthly bills cannot be settled in arrears.

What happens when my final balance is positive when the contract expires, because I have paid with superpoints?

If your mobile contract expires and your final balance is positive thanks to the payment of your superpoints, then the super points are credited back to your Supercard account. Super points cannot be reimbursed in cash.

How can I activate my CoopMobile Box?

You can activate your personal CoopMobile Box by pressing the following combination of keys: **004*08607? your own mobile phone number # call key.
+4186, followed by your own mobile phone number (+4186 07x xxx xx xx) from abroad.

How can I deactivate my CoopMobile Box?

You can deactivate your personal CoopMobile Box by pressing the following combination of keys: ##002# call key.

Thinking of leaving CoopMobile / Cancel subscription

Want to leave CoopMobile? Talk to an agent on our free hotline. We're here Mon-Fri, 09:00 – 18:30.

0800 780 792