If you no longer have access to the mobile phone number on your account, the Digidentity app is no longer generating your login codes, or you've forgotten the 5 digit login pin, you can recover your login details using the steps below:
Starting the recovery
- Go to https://my.digidentity.eu/ and navigate to the 'Use your email address' option
- Enter in your email address
- Fill in your password
- When asked to confirm using your two-factor authentication, click 'No access'.
- Provide the requested account recovery code sent to you via email
- Answer the security question
If you have also forgotten your password, please see: I forgot my password and don't have access to my old phone number/authenticator
Setting up your new two-factor authentication
Now that you've followed the steps above, you can set up a new two-factor authentication method. This can be either via SMS, or using the Digidentity Wallet app. Please select the option you'd like to use below for steps to continue:
Via SMS (text message)
- Select 'Add New' in the 'Other second factors' box
- Select the '
- Enter your new mobile number and click 'Create SMS authenticator'
- You will now receive a confirmation code via SMS. Enter the code on the Digidentity web page, then click ‘Update authenticator’.
If you have any trouble receiving your SMS code, please contact the service desk. Please be aware that only phone numbers registered in The Netherlands may be registered at this time.
Via the Digidentity Wallet app
To use this option, you'll need to have the Digidentity Wallet app installed on your device. You can download our free app from the relevant app store on your smartphone or tablet by searching for 'Digidentity Wallet'. Alternatively you can download it directly from the following links:
Please select your situation below for steps to continue:
I'm following these steps on the same device where I've installed the app
- Select 'Add New' from the 'Smart Cards in your app' section
- Tap the 'Open the app' link. The app will then appear on your screen, ask you to create a 5-digit pin code and then repeat it to confirm
Should you have any trouble using the 'Open the app' button, please see: Why is the open app button not working?
I'm following these steps on a computer
- Select 'Add New' from the 'Smart Cards in your app' section
- Open the Digidentity Wallet app on your smartphone/tablet and select the 'Scan QR Code' option. A camera interface will then open on your device
- Aim the camera towards the QR code shown on your computer screen. The app will automatically recognise the code, ask you to create a 5-digit pin code and then repeat it
Should you have any trouble scanning the QR code, please see: I have found my QR code, but the app won't recognise it
Using your updated account
Once your two-factor authentication has been updated, please see the following page for steps to log in to the service you require: How do I return to my registration? If you have already completed your registration, you will be automatically redirected to the service you need.