Does the Digidentity app not recognise your email address? This usually means that no Digidentity account exists for the product you are trying to use.
This depends on which Digidentity product you are using. Some products do not create a reusable account linked to your email address, even though you may have used the Digidentity app during the process.
Important: For Sociale Verzekeringsbank (SVB) and SERMI, the Digidentity app does not work with a normal email-based account.
If you use another Digidentity product, please first check whether you are entering the correct email address.
Sociale Verzekeringsbank (SVB)
For the SVB Proof of Life process, Digidentity does not create a user account.
This is a one-time identity verification process. You start the process by scanning the QR code from the physical letter sent to you by the Sociale Verzekeringsbank (SVB).
After you complete the identity check:
- Digidentity sends the verification result to the SVB
- Your data is removed from our systems afterwards
- No Digidentity account remains active
- You may delete the Digidentity app after completion
This setup is intentional. It protects your personal information and follows the strict privacy and data retention agreements we have with the SVB.
Because no account is created, your email address will not be recognised later in the app.
What should I do?
- If you still need to complete the process, scan the QR code from the latest SVB letter again
- If the QR code has expired or is no longer working, and you haven't uploaded anything, please follow the traditional paper submission process for your proof of life or contact the SVB directly for instructions
SERMI
For SERMI, Digidentity also does not create a normal email-based account.
Under the SERMI regulations, accounts are anonymous and are not linked to personal contact details such as email addresses or your identity information. This is required to comply with the SERMI scheme.
Because of this:
- Your email address is not used as a login account
- The Digidentity app may therefore not recognise your email address
- Account recovery or reactivation must be arranged through your Conformity Assessment Body (CAB)
What should I do?
Please contact the CAB that issued your SERMI approval or QR code. They can help you restore access or issue a new certificate
Other Digidentity products
If you are using another Digidentity product, such as eHerkenning, Qualified Electronic Signatures (QES), PKI certificates or other Digidentity products, you normally do have a Digidentity account linked to your email address.
First check whether you are using the correct email address.
- Search your mailbox for emails from Digidentity
- Check which email address previously received activation, login or subscription emails from us
- Make sure there are no typing mistakes in the email address
If your email address is still not recognised, please contact our support team and include:
- The Digidentity product you are using
- The email address you expect to use
- A screenshot of the error message, if possible