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Frequently Asked Questions

Does the Smart-ID app support Touch ID solution under iOS operating system?

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Touch ID is currently not supported by Smart-ID.

We are considering adding biometric support for Smart-ID in future.

How much data does Smart-ID use?

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The data amount needed for one Smart-ID transaction is really small, on average it about 5kb.

Why do I need 2 PIN codes for using Smart-ID?

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Smart-ID uses two different PIN codes:
PIN1 is used to enter e-services and give access to your accounts – for example your bank account;
PIN2 is needed to digitally sign your actions, like completing a bank transaction or signing a document.

How much does using Smart-ID cost?

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The Smart-ID app is free to download and use.
Smart-ID transactions are paid for by the companies who let you use their e-services for logging in and giving e-signatures.

I have Mobile-ID, why do I need Smart-ID?

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You can use Smart-ID on all your smart devices – on both smartphones and tablets. For using Smart-ID, you only need a Wifi or mobile internet connection, not data roaming or special SIM cards.

What is Smart-ID?

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Smart-ID is a new convenient personal identification solution. It is simple, easy to use and a convenient alternative to bank code cards. With Smart-ID, you can log in to e-services and confirm transactions and agreements.

Does the Smart-ID app support Windows Phone operating system?

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We have developed the Smart-ID app for smart devices using iOS and Android operating systems. At the moment, the Smart-ID app is not available for Windows Phone operating system.

I downloaded and installed the application – what should I do now?

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You should register an account by authenticating yourself through online bank, ID-card or Mobile-ID. You will be asked to choose two PIN codes: PIN1 and PIN2 code. After registering, you can start using Smart-ID for e-services.

Can I have several Smart-ID accounts on multiple smart devices?

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Yes, the number of devices is not limited. Just remember – you need to register a new Smart-ID account for each smart device.

Can different people have an account on the same device?

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Yes, if you are using an Android device that supports multiple users. But you have to be logged on with your device user account to receive Smart-ID push notifications.
Unfortunately, iOS devices don’t yet support multiple user accounts.

Why do I need two PIN codes?

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PIN1 is for authentication, for example logging in to e-services like internet banks. PIN2 is used for electronic signatures, for example confirming bank transactions or signing digital documents.

Closing the Smart-ID account:

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If you decide that you no longer want to use Smart-ID then you can delete the account – either open the Smart-ID self service portal at https://portal.smart-id.com or the Smart-ID app on your device and follow instructions there.

Is there any difference between using different registration methods?

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Yes, in Latvia and Lithuania there is. If you register an account using internet bank authentication in Latvia or Lithuania, using your Smart-ID is limited to Swedbank’s and SEB’s e-services.

When registering Smart-ID account using ID-card or Mobile-ID, you can use Smart-ID in all other e-services that support Smart-ID.

What conditions must be met for registering a Smart-ID account?

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In order to register a Smart-ID account:

1. you must have an Estonian, Latvian or Lithuanian national ID number;
2. you need to be at least 18 years old. Latvian and Lithuanian users who want to apply for Smart-ID Basic, have age limitations depending on authentication method:
a. Latvian users who register an account via SEB bank link must be at least 16 years old, Swedbank’s clients do not have age limitations;
b. Lithuanian users who register an account via SEB bank link must be at least 16 years old, Swedbank’s clients must be at least 14 years old.

See more about Smart-ID levels here.

As a customer of Lithuanian SEB bank, I am unable to register another Smart-ID account with a code card. Why is that so?

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Code cards are accepted as a registration method only for the first time you register a Smart-ID account. If for some reason, you had to delete your Smart-ID account, then for registering a new one via SEB bank link, you must use a digipass, electronic/mobile signature or another Smart-ID account.
If you don’t have any of these, you should visit your nearest SEB branch to get a digipass or your mobile operator to get access to mobile signature.
If you have additional questions, please contact SEB’s Lithuanian customer support directly by phone at 1528 or +370 5268 2800 when calling from abroad.

What are the requirements for registering Smart-ID account with Lithuanian ID-card?

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If you are registering Smart-ID account with Lithuanian ID-card, please make sure that the following requirements are met:

  • it is possible to register an account with Lithuanian national ID-card that is issued after July 4, 2012. Older ID-cards support only SHA-1 signature which is not considered secure anymore;
  • registration using Windows operating system is supported only with 32bit browsers, because software and official drivers from http://www.nsc.vrm.lt/downloads.htm are only 32bit:
    • Google Chrome and Mozilla Firefox can be downloaded as 32bit;
    • Internet Explorer 32bit version can be launched from your computer C:\Program Files (x86)\Internet Explorer\iexplore.exe;
    • Microsoft Edge does not support authentication with ID-card;
  • users of Mac OS X operating system can find required middleware from http://www.cryptotech.com.pl/Produkty/CryptoCard_Suite_Pobieranie,content.html;
  • to complete the registration, a browser-based signing plugins package must be installed. We recommend using plugins which can be downloaded from here.
  • if you use Mozilla Firefox (FF), then you must manually configure ID-card authentication:
    • Windows: launch FF and click Tools > Options > Advanced > Certificates > Security Devices > Load > keep Module Name as it is and click Browse > navigate to C:\Program Files (x86)\CryptoTech\CryptoCard, find and double-click on file named CCPkiP11.dll

What are the requirements for registering Smart-ID account with Latvian ID-card?

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If you are registering Smart-ID account with Latvian ID-card, please make sure that the following requirements are met:

  • make sure you have installed Latvian ID-card middleware. Windows and Mac OS X operating system users can download required software from here
  • to complete the registration, a browser-based signing plugins package must be installed. We recommend using plugins which can be downloaded from here:
  • browser-based signing plugins must be enabled, instructions for that are here
  • if you use Mozilla Firefox (FF), then you must manually configure ID-card authentication:
    • Windows: launch FF and click Tools> Options > Advanced > Certificates > Security Devices > Load > keep Module Name as it is and click Browse > navigate to C:\Windows\System32*, find and double-click on file named *OTLvP11.dll
    • Mac OS X launch FF and click Tools> Options > Advanced > Certificates > Security Devices > Load > keep Module Name as it is and click Browse > navigate to navigate to /Library/latvia-eid/lib/, find and double-click on file named onepin-otlv-pkcs11.so > click OK > and again OK

What are the requirements for registering a Smart-ID account via online bank authentication?

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If you register a Smart-ID account via online bank authentication and the registration fails, then most likely your data is not correct in your bank.
You should contact your bank and make sure that the following data is correct in their database:
• your national ID number must be Latvian or Lithuanian;
• your country of residency must be set as Latvia or Lithuania.
For example, if your personal information in the bank’s database includes some other country of residence except Latvia or Lithuania, for example Finland, or Finnish national ID number, then the account registration is not possible.
To check and correct this information, you must turn to your bank office bringing your passport or ID-card with you.

I am using an Android device and tried to register a Smart-ID account using my Swedbank online banking account. But after I have entered my contact data, I get a white screen. What should I do?

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Possible solution for your problem:

  • download and/or update an app named Android System WebView;
  • launch the Smart-ID app and try to register your account again.

Can I register a Smart-ID account with the new generation Latvian national ID number?

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Unfortunately, at the moment you cannot register a Smart-ID account with the new generation Latvian national ID number (starting with digits 32). The new national ID number can be used for registering an account from September 2017.

When registering an account in Lithuania, I receive an error message saying “Undisclosed personal data”. Why is that?

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This message indicates you have elected to refuse to allow your personal data to be shared via the National Population Register. To allow your data to be provided to third parties, you must submit a free request to the Centre of Registers. The application procedure can be found here.

When registering with an ID-card, I receive an error “There was a problem loading your data”. What should I do?

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First, follow the instructions listed in the message e.g. make sure that:

  1. you have either Estonian, Latvian or Lithuanian ID-card software installed on your computer;
  2. you have an ID-card with valid certificates and PIN codes. You can check with your ID-card provider for details on the validity and update options of the certificates;
  3. you have inserted your ID-card into the smartcard reader before continuing.

If the above mentioned steps do not solve the problem, you should try registering with a different supported browser such as Internet Explorer, Google Chrome, Mozilla Firefox or Safari.

If registration still fails, it might be because firewall or antivirus software installed on your computer is preventing successful authentication. Notable examples of these can be Kaspersky Internet Security and McAfee Web Gateway. Try disabling the software and register again to see if it solves the problem.

I received an error message “Connection is not secure”. What should I do now?

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If you’re using an Android device, you might get the error message because you have an antivirus software such as Android AVG installed on the device which is preventing the secure connection in the Smart-ID app. Try disabling the software and register again to see if it solves the problem.

Why do I receive an error message redirecting me to review my data in the Population Register after authentication with ah ID-card or Mobile-ID?

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If you receive this error, it’s likely that there was an issue with your personal data used for your authentication in the Population Register. In that case, you should review and, if necessary, update your data in the local Population Register or contact the Population Registry support directly.

Refer to the links below for more information:

What are the requirements for registering Smart-ID account with Lithuanian ID-card?

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If you are registering Smart-ID account with Lithuanian ID-card, please make sure that the following requirements are met:

  • it is possible to register an account with Lithuanian national ID-card that is issued after July 4, 2012. Older ID-cards support only SHA-1 signature which is not considered secure anymore;
  • registration using Windows operating system is supported only with 32bit browsers, because software and official drivers from http://www.nsc.vrm.lt/downloads.htm are only 32bit:
    • Google Chrome and Mozilla Firefox can be downloaded as 32bit;
    • Internet Explorer 32bit version can be launched from your computer C:\Program Files (x86)\Internet Explorer\iexplore.exe;
    • Microsoft Edge does not support authentication with ID-card;
  • users of Mac OS X operating system can find required middleware from http://www.cryptotech.com.pl/Produkty/CryptoCard_Suite_Pobieranie,content.html;
  • to complete the registration, a browser-based signing plugins package must be installed. We recommend using plugins which can be downloaded from here.
  • if you use Mozilla Firefox (FF), then you must manually configure ID-card authentication:
    • Windows: launch FF and click Tools > Options > Advanced > Certificates > Security Devices > Load > keep Module Name as it is and click Browse > navigate to C:\Program Files (x86)\CryptoTech\CryptoCard, find and double-click on file named CCPkiP11.dll

What are the requirements for registering Smart-ID account with Latvian ID-card?

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If you are registering Smart-ID account with Latvian ID-card, please make sure that the following requirements are met:

  • make sure you have installed Latvian ID-card middleware. Windows and Mac OS X operating system users can download required software from here
  • to complete the registration, a browser-based signing plugins package must be installed. We recommend using plugins which can be downloaded from here:
  • browser-based signing plugins must be enabled, instructions for that are here
  • if you use Mozilla Firefox (FF), then you must manually configure ID-card authentication:
    • Windows: launch FF and click Tools> Options > Advanced > Certificates > Security Devices > Load > keep Module Name as it is and click Browse > navigate to C:\Windows\System32*, find and double-click on file named *OTLvP11.dll
    • Mac OS X launch FF and click Tools> Options > Advanced > Certificates > Security Devices > Load > keep Module Name as it is and click Browse > navigate to navigate to /Library/latvia-eid/lib/, find and double-click on file named onepin-otlv-pkcs11.so > click OK > and again OK

Can I register a Smart-ID account with the new generation Latvian national ID number?

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Unfortunately, at the moment you cannot register a Smart-ID account with the new generation Latvian national ID number (starting with digits 32). The new national ID number can be used for registering an account from September 2017.

What conditions must be met to register a child’s Smart-ID account?

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  1. Both the child and parent must have an Estonian, Latvian or Lithuanian national ID number;
  2. One of the following options must be chosen for registration:
    • electronically using an ID-card or Mobile-ID in Estonia and Lithuania;
    • starting from autumn, the parent and child can go to a SEB or Swedbank branch office together and register there. Please note that both the child and parent will need to bring an identification document. In Latvia, a birth certificate or a similar document must also be provided proving the parent-child relationship.
  3. The registration must be approved by the parent by signing the Smart-ID account application:
    • electronically using their ID-card or Mobile-ID in Estonia and Lithuania;
    • with the child in a chosen SEB or Swedbank branch office.

Note that when selecting online bank authentication in Latvia and Lithuania, you can only obtain a Smart-ID Basic account which is limited to Swedbank and SEB e-services. See more about Smart-ID levels here.

When registering for an account, I receive an error message “No parent identified”. What should I do?

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This error message means that there was a problem retrieving information from the state Population Register. If you receive this error message, try registering again: it may have been a simple connection error. If the error persists, it might mean that the information about your parent/legal guardian is missing or incorrect. If you are sure that the information you provided is correct, please review your information in the state Population Register:

Starting from the autumn 2017, you can register a Smart-ID account for a minor in SEB and Swedbank branch offices. Please note that both the parent and the minor need to bring an identification document.

In Latvia, a birth certificate or a similar document must also be provided, proving the parent-child relationship.

A birth certificate or a similar document might also be required in Estonia and Lithuania in cases where the information is missing or insufficient.

Do I need access to the internet to use Smart-ID?

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Smart-ID app needs an internet connection to communicate with the e-service, so either mobile internet connection or WiFi must be switched on and available.

How much data does Smart-ID use?

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The data amount needed for one Smart-ID transaction is really small, on average it about 5kb.

I’m trying to use my Smart-ID, but the e-service says that there is no such account.

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You probably don’t have a Smart-ID account. To get Smart-ID, download the Smart-ID app from the App Store or Google Play and complete the registration process.

If you have downloaded the app and successfully completed the registration, make sure you entered your authentication data (personal ID code, Smart-ID account ID, e-service username etc.) correctly on the e-service login form.

Is there any difference between using different registration methods?

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Yes, in Latvia and Lithuania there is. If you register an account using internet bank authentication in Latvia or Lithuania, using your Smart-ID is limited to Swedbank’s and SEB’s e-services.

When registering Smart-ID account using ID-card or Mobile-ID, you can use Smart-ID in all other e-services that support Smart-ID.

Do I need to open the Smart-ID app to use it?

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Not necessarily. Just allow your Smart-ID app to receive push notifications and all notifications will appear on your smart device screen automatically. If there is a delay in receiving notifications, open the app manually: you can force active transaction checking and complete authentications there.

Can I use Smart-ID abroad?

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Yes, you can: your location does not matter as long as you have a working internet connection. You can use Smart-ID anywhere in the world!

I started authentication but nothing happens on my phone. What should I do now?

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First, make sure that your device has access to the internet – mobile internet connection or WiFi switched on.

In case the authentication notification hasn’t reached your device, open Smart-ID app. Then check if there are any ongoing authentications in progress. The app will prompt you to enter a PIN code if necessary.

If your PINs are locked then Smart-ID app will tell you that

How long can I use my Smart-ID account for?

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A Smart-ID account is active for 3 (three) years. You can create a new account before your current one expires.

How can I get transaction push messages in my native language on iOS?

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If your native language is one of the supported languages in the app, it can be changed in iOS Settings – General – Language & Region in “Preferred language order” section. The app will use the first language in this list that it supports. If any of the selected languages are not on that list, the app will default to English.

I got a “Technical Error”. What should I do now?

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Please wait for a while and try to repeat the action.

If the problem persists, please contact customer support by e-mail at help.ee@smart-id.com in Estonia, help.lt@smart-id.com in Lithuania or help.lv@smart-id.com in Latvia.

E-service asks me to upgrade my Smart-ID account level. What should I do?

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If you registered Smart-ID account in Latvia or Lithuania using bank link authentication as a registration method, your account level is Smart-ID Basic and using it is limited to Swedbank’s and SEB’s online banking services.
To use Smart-ID in other e-services, you must delete your account and register a new one, using Mobile-ID or ID-card as a registration method. By doing so, you will be able to access all other e-services that support Smart-ID, as well.

I have a bank account in both SEB and Swedbank. Do I need to have different Smart-ID accounts to use SEB’s and Swedbank’s online banking services?

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No, you do not need to have multiple Smart-ID accounts to use SEB’s and Swedbank’s online banking services. An active Smart-ID account means that you have a valid digital identity such as ID-card which enables to use several e-services that support Smart-ID. All you need to know for using Smart-ID in your online bank is your username and/or national ID number.

Downloading the Smart-ID app from Google Play ended with an error 504 or 102. What should I do?

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Try this solution:
• go to Settings menu on your smartphone or tablet;
• select “Installed Apps” or “Apps”;
• search for “Google Play Store” and click on it;
• click on “Memory”;
• click on “Clear Data” and “Clear Cache” buttons;
• after clearing, close the tab;
• download the Smart-ID app again.

Does the Smart-ID app support Touch ID solution under iOS operating system?

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Touch ID is currently not supported by Smart-ID.

We are considering adding biometric support for Smart-ID in future.

What actions can I do in Smart-ID customer service points?

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In customer service points you can apply for or delete a Smart-ID account. Smart-ID customer service points are:

  • in Estonia – bank offices of Swedbank;
  • in Latvia – bank offices of Swedbank;
  • in Lithuania – bank offices of Swedbank.

My PIN code got locked, can I unlock it?

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The app will lock after three unsuccessful PIN attempts for a period of three hours. You will see a countdown timer showing you how long before you can try again.

If three further incorrect PIN attempts be made (6 in total by now), the app will lock for a period of 24 hours. Again a countdown timer will appear showing how long until you can try again

If another three unsuccessful PIN attempts are made (9 in total), the PIN code will be locked permanently. When this happens, the app must be deleted and reinstall and authenticated again.

To delete and reinstall a locked account:

a. go to the Smart I-D self service portal, https://portal.smart-id.com and delete your account, or delete your account using Smart-ID app

b. register a new account for your Smart-ID (the app might need re-installing).

I don’t remember my PIN1 code; can I still use my PIN2 code?

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Yes, you can. PIN1 code for authentication and PIN2 code for signing are independent from each other.  However, if your PIN1 or PIN2 codes have been locked permanently, you’ll need to register a new account to keep using Smart-ID: codes are independent from each other, but not recoverable.

I don’t remember my PIN code(s) – what can I do about it?

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For your security, your PIN numbers are not stored anywhere, so you will need a new Smart-ID account.

How to do that:

a) go to https://portal.smart-id.com Smart-ID self-service portal and delete your account or delete your account using Smart-ID app

b) register a new account for your Smart-ID (might need re-installing).

I am afraid that someone else besides me might know my Smart-ID PIN-codes. How can I change my PIN codes?

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Currently, it is not possible to change Smart-ID PIN codes. If there is a risk that someone besides you knows your Smart-ID PIN-codes, you must delete your Smart-ID account and create a new one with different PIN codes.

Why do I always get an extra screen asking me to accept or decline a Smart-ID request?

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The Smart-ID app only asks for confirmation for authentication/signing requests if you have more than one active Smart-ID account.

If you registered Smart-ID account and then;

  • deleted the Smart-ID app from your device without deleting an account;
  • later downloaded the app again and registered another Smart-ID account.

then you do have at least two active Smart-ID accounts. You should delete the account(s) you don’t use. Log into the Smart-ID portal and delete all excessive accounts.

If you have installed the Smart-ID app and registered an account on multiple devices, then all of those devices will receive notifications during the Smart-ID authentication/signing requests. You only need to accept the request on one of the devices, you can ignore all other requests.*

* As an iOS user you should clear the notifications as well.

I am not receiving Smart-ID notifications on my iOS devices

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The most common reason for not receiving Smart-ID notifications on an iOS device is that the device hasn’t been set to allow the notifications. You can fix it easily:

  • open ‘Settings‘ from your home screen;
  • find and tap on ‘Notifications > Smart-ID‘;
  • make sure that ‘Allow notifications‘ is set to “allow” as shown on the illustration.
  • If notifications are not allowed, change it to match the illustration and close the window.

And you are ready! Try using the Smart-ID again: notifications should be displayed on your screen now.

 

I have activated screen lock on my smart device, yet I still receive Smart-ID push notifications without unlocking the screen. Is this secure?

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If your smart device uses Android operating system, then Smart-ID notifications bypass active screen lock and ask for PIN code verification during any operation. We do not consider it as a security issue, although, in the future the user will be able to decide, whether the Smart-ID app can bypass the screen lock.
If your smart device uses iOS operating system, then Smart-ID does not bypass active screen lock and currently there are no plans for changing it.

Smart-ID notifications are not appearing on my phone

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Problem: Smart-ID application notifications are not appearing on my phone. Smart-ID application has to be opened manually to perform transactions.

Possible cause: There are many possible causes for this problem. The most common ones are either a network connection related issue, notifications are disabled for this application, battery saver is disabling background activities, Smart-ID application is closed via “Force Stop” in apps’ menu.

Try the following steps for a solution  (Based on Android 6.0):

Verify that notifications are allowed

  • Navigate to Settings > Apps > Smart-ID > Notifications
  • Notifications should not be blocked
  • Allow peeking functionality should be enabled

Verify that battery saving is not disabling notifications

  • Navigate to: Settings > Battery
  • Open the Battery optimization menu
  • From the list of not optimised applications select “All apps”
  • Locate the Smart-ID application and select “Don’t optimise”

Verify that network connections have proper settings

  • Check that there is a working internet or WiFi connection (verify with a web browser)
  • Verify that mobile internet connection is allowed
  • Make sure that background data is allowed for mobile internet
  • Google instructions for enabling background data: https://support.google.com/googleplay/answer/1663315?hl=en

Verify that Smart-ID is not closed with “Force Stop

Closing the Smart-ID application via “Force Stop”/”force quit” should be avoided wherever possible – this action places the app in a state where the app is unable to receive notifications anymore. “Force Stop” can happen when

  • the application is closed from Settings>Apps>Smart-ID menu by pressing “Force Stop”
  • long-pressing the back button on some devices
  • using a 3rd party task manager to ‘kill’ Smart-ID application

To resolve, close Smart-ID from the “Recent apps” view. Smart-ID will not leave any background processes open when closed this way.

After registration, the Smart-ID application is showing the message “App notifications unavailable”

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Problem: After registering an account, the Smart-ID application is showing the message “App notifications unavailable” and notifications are not working.

Possible cause: This message means that the application wasn’t able to register with Google Push services.

There may be several reasons for this but the most likely is the phone was unable to connect with Google servers to register the Smart-ID application with notification services. Google Play Services is used in the background for registering to notifications services.

Try following steps for a solution:

Verify that

  • Network connection (Wi-Fi or mobile internet) is still available
  • Background data is allowed when using mobile internet connection

Navigate to Settings > Data Usage

  • Open menu and scroll to “Restrict Background Data”. Ensure the option to “Allow background data” is selected. Background data should not be restricted for Google Play Services applications

Navigate to Settings > Apps > Google Play Services

  • Open submenu Data Usage
  • Make sure that option “Restrict App Background Data” is turned off
  • Background data should not be restricted for Smart-ID application

Navigate to Settings > Apps > Smart-ID

  • Tap on submenu Data Usage
  • Make sure that option “Restrict App Background Data” is turned off

Open the Smart-ID application and select the main menu from the top-left corner and tap on menu item “Reset push notifications”. In this view press the “Reset” button. If the registration process is successful, the message “Push Notifications Active” is shown.

No Smart-ID notifications when using mobile internet connection

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Problem: Smart-ID notifications are not arriving when the phone is using a mobile internet connection. There are no problems with Smart-ID notifications when phone is connected to a Wifi network (at home or in the office).

Possible cause: Notifications require Google Play Services to work correctly and Google Play Services rely a lot on background data exchange. It may be that background data is restricted for mobile internet connection.

Try following steps for a solution:

Verify that

  • Background data is allowed when using mobile internet

Navigate to Settings > Data Usage

  • Open the menu and check that there is option to “Restrict Background Data”. If there is an option to “Allow Background Data” then click on it to allow background data. Background data should not be restricted for Google Play Services application

Navigate to Settings > Apps > Google Play Services

  • Open the submenu “Data Usage”
  • Make sure that option “Restrict App Background Data” is turned off. Background data should not be restricted for Smart-ID application

Navigate to Settings > Apps > Smart-ID

  • Tap on the submenu “Data Usage”
  • Make sure that option “Restrict App Background Data” is turned off

Google instructions for enabling background data: https://support.google.com/googleplay/answer/1663315?hl=en

No Smart-ID notifications on Huawei phones

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Problem: Smart-ID notifications are not working on Huawei devices.

Possible cause: Huawei phones use a customised version of the Android operating system that needs different actions to get push notifications working. This is not Smart-ID specific, this applies to all applications using notifications.

To allow push notifications on Huawei phones follow these steps:

  • Go to Settings > Advanced Settings > Battery Manager > Protected Apps, then find the app you want to see notifications from, and protect it. This is known as “whitelisting” the app so Huawei’s software doesn’t mistakenly shut it down.
  • Go to Settings > Apps > Advanced > Ignore Battery Optimisations. By default only “Allowed” apps are shown. To get the list of all installed apps, tap on the header of the app list and select “All”, then find the Smart-ID app and add it to Allowed state.
  • Go to Settings > Notification Panel & Status Bar > Notification Center, then find the Smart-ID app, then activate “Allow Notifications” and also “Priority Display”. You have to activate the priority part too to make sure you get notifications.

There may be slight delay (around 10 seconds) before notifications arrive on the phone.

The steps above have been confirmed using a Huawei P9 Lite, please click here if the above steps don’t work and you have a different Huawei phone.

I don’t want to use Smart-ID anymore – how can I delete my account?

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You have two choices:

  • go to Smart-ID self-service portal and delete your account;
  • delete your account using the Smart-ID app.
    You must register a new account to continue using Smart-ID.

My phone got stolen or lost – what should I do?

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You should delete your Smart-ID account. To do that either:
• go to Smart-ID self-service portal and delete your account. You can log in to the portal with Estonian, Latvian and Lithuanian ID-card or with Estonian and Lithuanian Mobile-ID. If you have multiple active Smart-ID accounts on different smart devices, you can also log in to the self-service portal using your another Smart-ID device;
• contact Smart-ID customer service and ask to delete your account.

My phone got stolen or lost – what should I do?

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You should delete your Smart-ID account. To do that either:
• go to Smart-ID self-service portal and delete your account. You can log in to the portal with Estonian, Latvian and Lithuanian ID-card or with Estonian and Lithuanian Mobile-ID. If you have multiple active Smart-ID accounts on different smart devices, you can also log in to the self-service portal using your another Smart-ID device;
• contact Smart-ID customer service and ask to delete your account.

Is using Smart-ID safe?

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Yes, Smart-ID is a highly secure solution for authentication and electronic signing. It follows several security principles:Something only you know – your secret PIN1 and PIN2 codes;

1. Something only you know – your secret PIN1 and PIN2 codes;2. Something only you have – the shares of “private keys” inside your mobile device that are used for each Smart-ID transaction.

2. Something only you have – the shares of “private keys” inside your mobile device that are used for each Smart-ID transaction.

Smart-ID codes are not stored inside your smart device and losing your phone does not mean someone might gain access to your passwords.

  • To use Smart-ID safely and securely, you should follow these security steps:
  • never share your PIN1 and PIN2 codes with anyone else;
  • always verify that each Smart-ID transaction is started by you;
  • make sure that the verification code displayed in the Smart-ID app matches the code displayed in the e-service;
  • protect your smart device, use screen lock and follow other best practices of secure use.

For what/when/how are my PIN codes used?

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Your PIN codes are used during each Smart-ID transaction: PIN1 is used to authenticate you – to give you access to your online bank account or e-service. PIN2 is used for electronic signatures and completing transactions, like finishing a bank transfer.

PIN-codes are not stored anywhere so remembering them is very important: there are no PIN-reminders available and if you forget your PIN-codes, you need to open a new Smart-ID account.

How is the connection between Smart-ID app and server protected?

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The Smart-ID app and server use HTTPS connection to ensure that nobody else can access the information sent over the network.

What kind of data is sent over Google and Apple messaging platforms?

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Smart-ID uses Google and Apple messaging platforms only to let the app know that there is something waiting on the server. All transaction details between the Smart-ID app and server are sent over a secure HTTPS connection.

I have activated screen lock on my smart device, yet I still receive Smart-ID push notifications without unlocking the screen. Is this secure?

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If your smart device uses Android operating system, then Smart-ID notifications bypass active screen lock and ask for PIN code verification during any operation. We do not consider it as a security issue, although, in the future the user will be able to decide, whether the Smart-ID app can bypass the screen lock.
If your smart device uses iOS operating system, then Smart-ID does not bypass active screen lock and currently there are no plans for changing it.

I am afraid that someone else besides me might know my Smart-ID PIN-codes. How can I change my PIN codes?

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Currently, it is not possible to change Smart-ID PIN codes. If there is a risk that someone besides you knows your Smart-ID PIN-codes, you must delete your Smart-ID account and create a new one with different PIN codes.

How are my keys protected?

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Your private keys are mathematically combined and shared between the Smart-ID app, which is installed in your mobile device, and the Smart-ID server. The share inside the Smart-ID app is protected with your PIN and the share inside the Smart-ID server is protected with the HSM (hardware security module). Clever cryptographic methods are used to ensure that one cannot create digital signatures with just a single share of your private key and that in order to produce a digital signature, the individual shares are never mathematically combined in a single place. So the Smart-ID app alone cannot produce a valid signature and the Smart-ID server alone cannot produce a valid signature either.

This means that an attacker who would like to create fake digital signatures needs to break the security of both shares of your private keys. We are confident that this provides a very high level of protection.

What are my private keys?

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Your private keys are actually cryptographic keys: very long numbers that are generated randomly and which are therefore very hard for attackers to guess. Digital signature systems work with pairs of keys. A private key is kept secret and is used to mathematically compute the digital signatures. The public key can then be used to mathematically verify the signature. Because no-one else knows your private key, no-one else can give your digital signature.

Where are my PIN codes stored?

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Actually, your PIN1 and PIN2 codes are not stored anywhere. When you set PIN codes during the Smart-ID account registration, you must remember these by heart.

During each Smart-ID transaction, the PIN, which you enter, is used to decrypt the share inside the Smart-ID app. The result is sent to the server, which then mathematically applies its own share of the cryptographic key. If the entered PIN is correct, the result is a valid signature. Smart-ID is built in a way that means if the attackers get a hold of your mobile device, they cannot implement a brute-force attack and run through all possible PIN combinations. If they should try, the Smart-ID server locks the certificate and prevents the attack.