You can log in to My Digidentity in two ways:
- With the Digidentity Wallet app: approve the login using your 5-digit PIN.
- With your email address and account password: use the backup login method on the My Digidentity website.
Which option applies to you?
If you cannot open or approve an action in the Wallet app, follow the instructions for a forgotten PIN.
If you are logging in on the My Digidentity website using your email address, follow the instructions for a forgotten account password.
Important: your PIN and account password are different.
Resetting your account password does not change or reset the 5-digit PIN for your Digidentity Wallet app.
Digidentity Support cannot retrieve, unlock or reset your PIN for you.
I forgot my 5-digit PIN or my Wallet app is locked
Your 5-digit PIN protects the Digidentity Wallet app and is used to approve logins and other actions.
If you have forgotten your PIN or entered it incorrectly too many times, you must complete the account recovery process.
During account recovery, you will verify your identity again for security reasons and create a new PIN.
Follow the instructions in: How do I restore access to my Digidentity Wallet app?
I forgot my account password
Your account password is a backup login method used when you sign in to the My Digidentity website with your email address.
If you normally log in with the Wallet app, you may not need your account password. You can approve the login in the app using your 5-digit PIN instead.
To reset your account password:
- Go to My Digidentity.
- Select Use your email address.
- Enter the email address linked to your Digidentity account.
- Select Forgot your password?
- Enter the recovery code sent to your email address.
- Confirm your identity using your two-factor authentication method, such as an SMS code or the Digidentity Wallet app.
- Answer your security question.
- Enter and confirm your new password.
You can then log in to My Digidentity using your email address and new password.
I no longer have access to my two-factor authentication
If you also no longer have access to your two-factor authentication—for example, because you have a new phone or telephone number—you may not be able to complete the password-reset process.
In this situation, complete the full account recovery process: Restore access to your Digidentity account.