You may see the following message:
“Your account contains registered products, but the required smartcard is not available on this device or in this application. Please look for your smartcard elsewhere.”
This message means that the system cannot find a valid smartcard (certificate) on the device or in the application you are using to log in.
Logging in to a European portal with eHerkenning (without using a QR code)
If you are trying to log in to a European portal using your eIDAS means and you receive the error message above, you can still log in successfully by using email and password instead of the QR code.
Please follow these steps:
- Open the European portal in your browser
- Indicate that you want to log in using eHerkenning
- Select Digidentity as your provider
- Enter your email address on the right-hand side
- Enter your password
- Select your certificate as the second authentication factor
- You will receive a notification on your phone
- Open the notification and enter the five-digit code
- You are now logged in
I still see a QR code after entering my email address
If you are shown a QR code to scan again after entering your email address, this means that you have not yet created a password for your Digidentity account.
You can resolve this as follows:
Create a password
- Go to https://my.digidentity.eu on your computer
- Log in (or choose to create a password if prompted)
- Click “Add password” under “Settings”
- Follow the steps to set up your password
Once you have created a password, you will be able to log in using your email address and password without scanning a QR code.
Still need help?
If the issue persists or if you have questions about your smartcard, certificate, or login method, please contact our service desk. We will be happy to assist you.