Our Support team is here to help you use Digidentity products safely and successfully. This page explains what we can and cannot help with and which information we need to handle your request as quickly as possible.
In short: we can provide guidance, answer questions and investigate technical problems. For security and legal reasons, we cannot complete or bypass security checks, identity verification or authorisation checks on your behalf.
What can Support help with?
Our Support team can help you with:
- Determining which Digidentity product you need, such as eHerkenning, a PKIoverheid certificate or a digital signing product.
- General guidance on logging in to My Digidentity and using the Digidentity Wallet app.
- Explaining and investigating error messages and helping you resolve common problems.
- Guidance through the account recovery process, for example if you have a new phone or no longer have access to the Wallet app.
- Questions about notifications that a product, authorisation or certificate is expiring and the steps you need to take.
- Finding the correct help article or the appropriate next step for your situation.
What can Support not do?
To protect your account, identity and organisation, there are certain actions our Support team cannot perform for you.
- Unlock, retrieve or reset your 5-digit PIN for the Digidentity Wallet app.
- Bypass the account recovery process or identity verification.
- Approve a login, signing request or other product action on your behalf.
- Open your Digidentity Wallet app remotely or view the contents of your wallet.
- See or retrieve your PIN, password or recovery codes.
- Provide access to a product or service if you are not authorised to act on behalf of the organisation.
- Change information or authorisations in an official register on behalf of your organisation.
eHerkenning and Trade Register information
When you apply for eHerkenning, we check your organisation’s official details in the Trade Register of the Dutch Chamber of Commerce (KvK). We use this information to determine who is authorised to represent the organisation and who must sign an authorisation letter.
We are required to follow the information recorded in the Trade Register. Therefore, our Support team cannot manually change the names or signing authority of representatives shown on an authorisation letter.
If the information in the Trade Register is incorrect or outdated, the organisation must first have it updated by the Chamber of Commerce. The updated information can then be retrieved during the eHerkenning process.
Please note: providing updated information only to Digidentity does not change the organisation’s official Trade Register information.
What information should you include?
Include the following information in your message to help our Support team investigate your request more quickly:
- The email address you used to register with Digidentity or are using to log in.
- The product you are using, such as eHerkenning level 3.
- The name of the service provider or portal you are trying to access, if applicable.
- A short description of what you were trying to do and the step at which the problem occurred.
- The type of device you are using, such as iPhone or Android, and the app version if available.
- The exact error message and, if possible, a screenshot.
Protect your security information
Digidentity will never ask you for your PIN, password or recovery codes. Do not share these details with us or anyone else.
Before sending a screenshot, check it carefully and hide any sensitive information that is not required for our investigation.
If you believe someone else has accessed your account or that your information has been misused, contact our Support team immediately.
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