If you can no longer log in with your Advanced or Qualified certificate (eg. due to expiry, being blocked, forgetting your PIN, or changing phone), it is possible to recover your certificate. This process is free of charge.
To recover, you will be asked to resubmit your proof of identity via the Digidentity Wallet app using a driving licence, ID card, or passport (for Qualified eSignature accounts, NFC must be used to scan the document's embedded microchip).
Please note that the process outlined below may only be followed if you know the password to your Digidentity account. If you have also forgotten your password, and no longer have access to your certificate, please contact our service desk for assistance with recovering your account.
Starting the recovery
Before you begin, please open the app store on your device and check the updates section to make sure the Digidentity Wallet app is up-to-date. You can then proceed using the steps below:
- Go to https://my.digidentity.eu/ and log in under the 'Use your email address' heading
- Enter in your email address
- Fill in your password (if asked)
- When asked to log in with your certificate, select 'No Access'
- An email will be sent to you with an account recovery code. Enter this code to the login page, and select 'Continue'
- Answer the security question
Setting up your new certificate
Now that you've followed the steps above, you can set up your new certificate using the following steps:
- In the 'Authenticators in your app' section of the "Two-Factor Authentication" page, find your Advanced or Qualified certificate and choose 'Recover'
- Read the information provided and select 'Recover'
- You can then confirm your recovery
- At the top-right of the page, select 'Menu' and choose 'Account'
- Scroll to the 'Continue registration' section and select 'Continue'
- Follow the steps provided to prove your identity again
- Once your document upload has been accepted, you will be asked to create your new certificate.
Should you have any difficulty completing this process, please contact our service desk for assistance.