Our Support team is here to help you use Digidentity products safely and successfully. To resolve your request as quickly as possible, please review what we can and cannot help with below.
What Support can help with
We can help you with:
- Questions about which Digidentity product you need (for example eHerkenning, PKIoverheid certificates, or digital signing)
- General guidance on logging in to My Digidentity and using the Digidentity Wallet app
- Explaining error messages and helping you troubleshoot common issues
- Guidance through account recovery steps (for example if you have a new phone or lost access to your Wallet app)
- Questions about certificate expiry notifications and what actions are required
- Help finding the correct help article or next step in your process
What Support cannot do
For security and legal reasons, there are certain actions our Support team cannot perform.
- Unlock or reset your 5-digit PIN for the Digidentity Wallet app
- Bypass the account recovery process or identity verification steps
- Approve a login or product action on your behalf
- Access your Digidentity Wallet app remotely or view your certificate contents
- See or retrieve your PIN, password, or recovery codes
- Provide access to a product if you are not authorised to act on behalf of an organisation
eHerkenning – Trade Register information
For eHerkenning applications, we verify your organisation’s details using an official extract from the Trade Register. Based on this extract, we determine who the legal representatives (authorised signatories) of the organisation are.
We cannot change or manually adjust the names of legal representatives on the authorisation letter.
If the information in the Trade Register is incorrect or outdated, your organisation must first update its details with the Trade Register. Once the Trade Register has been updated, the correct information will be reflected in the eHerkenning process.
What to include when contacting Support
Including the information below helps us assist you more quickly:
- The email address you used to register or log in
- The product you are using (for example eHerkenning level 3)
- The service or portal you are trying to access (if applicable)
- A short description of what happened and which step you are stuck on
- Your device type (iPhone / Android) and the app version (if relevant)
- A screenshot of the error message (if applicable)
Security reminder
Digidentity will never ask you for your PIN or password. Do not share these details with anyone.
If you believe your account may have been compromised, please contact Support immediately.