Frequently Asked Questions

OTP means One Time Password: it’s a temporary, secure PIN-code sent to you via SMS or e-mail that is valid only for one session. Smart-ID uses OTPs during registration and account renewal to confirm your contact information.

If you cannot receive and confirm the OTP code, you will not be able to continue with your account registration. So double-check when you are entering your contact details!

  • Phone number: your phone number needs to be entered with the correct country code. Make sure you check it!
  • E-mail address: check for spelling mistakes and always use your primary e-mail account – one that you will still be using in years to come even if you change jobs, move abroad, change your surname etc.


Which contact information will be used for the OTP codes?

It depends on the registration method, just follow the instructions on your screen.

Let’s use biometric registration method as an example. As you might already know, biometric registration is only available to those users who have had an active Smart-ID account before.

If you’re registering a new account and you chose biometric identification, the OTP will be sent to the contact details we already have in our database (from your previous account registration). It means that you need to be able to access either the e-mail address or the phone number you used when you created your previous active account.

The Smart-ID app will let you know when we’ll send out the OTP and you’ll also see a list of contact options that you can choose from. If you no longer have access to any of your previous contact information, you need to use a different registration method. Biometric registration does not allow you to alter the contact information we currently hold for you!

If your personal information (e-mail address, passwords, national identity numbers or other details) have been leaked or hacked, please make sure you change your e-mail password immediately and opt for a 2-step verification for your mailbox.


How fast does an OTP code arrive?

The OTP code should arrive almost instantly. If it takes more than 2 minutes, try again: there may have been temporary network issues or delays with your service provider.

NB! Experiencing difficulties receiving OTP codes when you’re travelling abroad?
It may help if you choose another mobile network manually and try registering again. If this doesn’t fix your problem, use your e-mail address instead.

If you have issues receiving the OTP code, please contact our customer support for assistance.

Always opt for e-mail confirmation instead of SMS if you are in the USA, Canada or Belgium. You won’t be able to receive OTP codes by text message there!