The smartcard is now called a certificate. It is your two-factor authentication (2FA) for accessing your Digidentity account. When you log in to the Digidentity app, you confirm this with your 5-digit PIN.
If you are no longer able to log in to your Digidentity app or account, this may be due to one of the following situations:
- You have entered your PIN code incorrectly too many times.
- You have forgotten your PIN code
- You have a new phone
- You have removed the app
- Your certificate is no longer available in the app
- Your certificate has expired
To resolve this, you need to restore your certificate. During this process, you will verify your identity again by uploading an identity document via the Digidentity Wallet. This process is free of charge.
Restore certificate using an Android device
Preparation
- Install the Digidentity app via the App Store or Google Play Store
- On your computer, go to my.digidentity.eu
- Enter the email address of your account
- Click Continue
- Log in with your password if prompted
You will now see the available two-factor authentication methods.
Option 1: I can use a suggested two-factor authentication method
- Select the authenticator and complete the login process
- Under settings, click Set up two-factor authentication
- Continue below under Complete recovery
Option 2: I cannot use a suggested two-factor authentication method
- Click No access
- Enter your account recovery code
- Enter your date of birth if requested
- Click Continue
- Under ‘Other second factors’, click Add new
- Select Authentication code via SMS
- Enter your mobile phone number
- Enter the received verification code
- Continue below under Complete recovery
Do you receive a message instructing you to contact the service desk? Please email helpdesk@digidentity.com and request that your old authenticators be deactivated.
Complete recovery
- Click the three dots next to the certificate you want to restore
- Click Restore
- Confirm twice by clicking Restore
Please note: your products will be temporarily unavailable until the registration process is completed.
- You will be redirected to the Services tab
- Click Continue for your product
- Complete the registration process and create a new certificate. You will need to identify yourself again during this process. The recovery process is completed once your registration is finalised.
Video instructions
Do you prefer visual guidance? Watch the video below.
Restore certificate using an iPhone
Restoring access to your account on an iPhone is straightforward. You will verify your identity again using the Digidentity Wallet. Restoring your certificate is free of charge.
- Install the Digidentity Wallet app and click Log in
- Enter the email address of your account (no alias) and enter the verification code
- Click Start recovery and select Recover on this device (certificates on other devices will be removed)
- Upload an original identity document and follow the steps (including NFC, if applicable)
- Take a selfie and set a 5-digit PIN code
- You have completed the recovery. Your products are immediately available.
Seeing incomplete products?
If a product has the status ‘incomplete’, you can complete or cancel it if it is no longer needed.
No products visible?
If no products are shown, you may have created an empty account. Remove the app and restart the process using the correct email address.
You can delete the empty account by tapping your Digital ID card and selecting ‘deactivate or delete account’.