Cannot find a product or registration that you previously saw in My Digidentity or the Digidentity Wallet?
This does not necessarily mean that it has been removed. A registration may require additional action, have returned to an incomplete state, or have been moved to the Archived section.
First check your Products page
Go to My Digidentity and open the Products tab.
Registrations that require action or have returned to an incomplete state are normally displayed at the top of this page.
If you cannot find the product there, also check your Archived product registrations.
My registration is shown as incomplete
A registration that was previously further along in the process may sometimes return to an incomplete state when additional action is required.
If this happens, the registration should normally be displayed near the top of the Products page in My Digidentity.
Open the registration and follow the instructions shown to complete any outstanding steps.
How do I find an archived registration in My Digidentity?
- Log in to My Digidentity.
- Scroll to the bottom of the main page.
- Click See all in the Archived product registrations section.
- Locate your registration in the list.
- Open the registration to view its status or continue the registration process.
How do I find an archived registration in the Digidentity Wallet?
- Log in to the Digidentity Wallet.
- Tap your Digital ID card at the top of the app.
- Select Archived items.
- Locate and open the registration.
Depending on the status of the registration, you may be able to view its details or continue the registration process.
Why is my registration archived?
Registrations may be moved to the Archived section when they have been inactive for a longer period or when their status changes.
For example, a registration may be archived after a period of inactivity or when an authorisation has been revoked.
An archived registration has not necessarily been permanently removed. Depending on its status, you may still be able to open it, view its details, or continue the registration process.
I still cannot find my product or registration
If you have checked your Products, Archived product registrations, and Archived items in the Wallet but still cannot find your product or registration, please contact the Digidentity Service Desk.
When contacting us, please include:
- the email address used for your Digidentity account;
- the name of the organisation the product is registered for, if applicable;
- the product or registration you expect to see;
- a screenshot of the Products page, if possible.
This information will help us investigate the issue more quickly.