Digidentity is enforcing the use of a single active device per account.
This change is being introduced gradually. If your account is currently linked to multiple devices, you may be asked to recover access and verify your identity again. After recovery, your account will be linked to one device only.
You can only have the Digidentity Wallet active on one device at a time.
This helps ensure that your Digidentity account and the products linked to it can only be used by the person whose identity has been verified.
Why is only one device allowed?
Your Digidentity account and Wallet are personal and linked to your verified identity.
Limiting the Wallet to one active device helps prevent an account or authentication method from being used by multiple people and helps protect access to your digital identity.
What happens if multiple devices are detected?
If Digidentity detects that your account is linked to multiple devices, you may see a “Multiple devices detected” message when opening the app.
Access to your account will be temporarily restricted and you will be asked to recover access.
During the recovery process:
- You will need to verify your identity again as the account holder.
- Your current two-factor authentication will be reset.
- Once recovery is complete, access to your account will be restored and linked to one device only.
Your account and products are not cancelled. The recovery process only affects how you access your Digidentity account.
Why has the Wallet stopped working on one of my devices?
If you previously used the Digidentity Wallet on multiple devices, one of those devices may no longer be able to access your account as Digidentity introduces the single-device requirement.
If you see the “Multiple devices detected” message, follow the instructions in the app and select Recover access.
What happens when I get a new phone?
You can set up the Digidentity Wallet on your new phone.
Your existing device can remain available while you complete the setup on your new device. Once the Wallet on your new device becomes active, the previous device will be automatically deactivated.
Your Digidentity account and products will remain available on your new device once the setup is complete.
Can I use the Digidentity Wallet on two phones?
No. Only one device can be active for your Digidentity account at a time.
If you activate the Wallet on another device, your previous device will no longer remain active.
Can several people use the same Digidentity account?
No. A Digidentity account is personal and may only be used by the person whose identity was verified during registration.
If another person needs to use a Digidentity service or product, they must use their own Digidentity account.
I cannot recover access to my account. What should I do?
If you are unable to complete the recovery process or still cannot access your account after following the instructions in the app, please contact our Service Desk at helpdesk@digidentity.co.uk.