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 your login pin, you can recover your login details using the steps below:
Starting the recovery
- Go to the Digidentity login page
- Enter in your email address or username
- Fill in your password
- When asked for the security code, click 'I lost access to this code'.
- Provide the requested account recovery code, then click 'Continue'
- 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 app. Please select the option you'd like to use below for steps to continue:
Via SMS (text message)
- Select 'Edit' in the 'SMS authenticator' box (or 'Add' if you haven't added a number before)
- 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 see: I haven't received my SMS confirmation code
Via the Digidentity app
To use this option, you'll need to have the Digidentity 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'. 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' from the 'Smart Card' section
- Tap the 'Open with 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 with the app' button, please see: Why is the open app button not working?
I'm following these steps on a computer
- Select 'Add' from the 'Smart Card' section
- Open the Digidentity 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
Accessing GOV.UK services
Once your two-factor authentication method has been updated, to continue to access GOV.UK services with your account, please follow the steps on this page: How do I log in to GOV.UK services? If you have not yet completed your verification, you will be returned to where you last left off.