Using Mobile-ID is easy and convenient - follow the instructions on the screen and everything will go smoothly. However, if you have a problem with using your mobile ID, you can find help in the instructions here.
Common problems:
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Show Hide The verification code is not received on the mobile phone:
Make sure your phone is within range of a mobile network and it is turned on. In addition, you need to check if there are any interruptions in the mobile network at the moment. Sometimes restarting the phone and/or resetting its network settings can help.
Session expiration:
The time period between initiating a query and entering a PIN was too long.
Incorrect PIN2 code:
It can happen to anyone! Pay attention and try again. Remember that if you enter PIN2 incorrectly three times in a row, you need your mobile-ID PUK code to unblock it.
The phone is not switched on:
Make sure your phone is switched on and has a good signal. If everything seems fine, check to see if your phone services are limited due to unpaid bills, for example. If everything is still working, wait a few moments and try again: it’s possible that the error was caused by temporary signal problems.
Forwarding activated:
Mobile ID messages are SIM-based and are not forwarded to another mobile number like regular messages. To use Mobile ID, forwarding must be disabled.
Dual SIM device user:
Make sure that no other SIM card is currently active. We recommend keeping the SIM card with the Mobile ID contract in slot number 1.
The Mobile ID contract has ended (the Mobile ID contract is valid for 5 years):
The validity period of issued Mobile ID certificates is 5 years. Certificates cannot be extended. To continue using the Mobile-ID service, a new SIM card must be ordered from the operator (Telia, Elisa, Tele2) and the Mobile-ID contract must be concluded again either in self-service or at a representative office.
In the meantime, if your Internet connection is lost, you’ll receive an error message that you couldn’t connect to your service provider and a suggestion to check your Internet connection.
Active VPN connection:
If connecting via VPN, try to close this connection and reproduce the behavior again.
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Show Hide Mobile-ID certificates are by default valid for five years and can be extended only whilst the certificates are valid. This means that expired certificates cannot be extended anymore and you must apply for new certificates.
You can check the validity of mobile-ID certificates at the self-service area of your mobile operator as well as via the Police and Border Guard Board.
Why aren’t my mobile-ID certificates valid anymore?
Mobile-ID may lose its validity if significant changes have been made in the service contract in the meantime. The most frequent reason is the change of ownership of the phone number. For example, you added your former business phone number to the family package, changed the operator, joined separate mobile network contracts into one package, etc.
To find out the reason, contact your mobile operator or log in to you operator’s self-service area.
Another option is that the mobile-ID certificates expired and you couldn’t extend them on time. Sometimes it happens that you have suspended your mobile-ID certificates yourself, e.g. in the event of the theft or loss of the smart device.
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Show Hide Sometimes it happens that upon signing documents with DigiDoc4 or performing other mobile-ID activities, an error message appears on the screen: User is not a mobile-ID client.
Don't worry, usually it is not due to an expired mobile-ID or a contract terminated by the mobile operator. This error message is mostly caused by a simple typo: you have made a mistake when typing your phone number or, as it often happens, entered someone else’s phone number. Try again calmly!
Entering a phone number in DigiDoc4
Upon giving a digital signature make sure that you enter your phone number correctly.
First, enter Estonia’s country code (372) and then your phone number without spaces, dasher or any other symbols. The entered phone number must look like this: 37250123456.
Check that you haven’t made any typos when entering the number.
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Show Hide Did you want to sign documents with mobile-ID and an error message was displayed in DigiDoc4 ‘Creating SSL connection was unsuccessful’?
This is probably due to outdated ID-software and you can fix the problem easily with a quick software update.
First, open DigiDoc4 and the menu selection ‘Settings’.
On the bottom right corner of the screen is a button ‘Check for updates’ – click on it.
If your computer software is outdated, DigiDoc4 will notify you and then offer the option to update the software. Follow the instructions on screen and everything will go smoothly!
After updating the software, try signing with mobile-ID again – if necessary, restart your computer beforehand.
If the problem was not solved:
If the problem was not solved, contact the ID-helpline. You should definitely attach the computer diagnostics file with the issue. Instructions for saving the diagnostics file are available on the contact form.
Instructions for using mobile ID:
In the DigiDoc4 application and the RIA DigiDoc mobile application, you can sign documents with a mobile ID, etc. Be sure to remember that you cannot encrypt/decrypt with Mobile ID: you need an ID card for that.
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Show Hide Did you know you can sign documents with your mobile-ID? And that a signature given with mobile-ID has the same legal force as a hand-written signature?
There are two ways to add a digital signature in DigiDoc4:
Locate the document to be signed via your computer’s file manager and right click on the document title. If the pop-up menu includes the link ‘Sign digitally’ (a link with the DigiDoc4 logo, etc.) click on it and the DigiDoc4 signing function opens automatically.
- Windows 10 (64-bit):
You can also sign documents digitally via Windows Explorer: right click on the file name and select “Sign digitally” in the drop-down menu that opens.
- Windows 11:
If the "Sign digitally" option is missing from the Windows 11 Context menu, try selecting the "Show more options" option at the end of its list, or press the Shift + F10 key combination.
As an alternative, you can launch DigiDoc4 and click on the option ‘Signature’ in the right-hand menu. You are offered the possibility to drag the necessary documents to DigiDoc4 or add them by clicking on the ‘... or load file from disk’ button.
You can also sign several files at once, should you wish – to this end, click on the ‘+ add more files’ button.
All of the simultaneously signed documents are added in one document container.
Add ‘Role’ where needed. What is the role of signatory and how to add it?
Before signing, make sure that you have added all of the files that you wish to sign simultaneously and click on the ‘Sign with mobile-ID’ button.
DigiDoc4 will now ask you to enter your phone number and personal identification code. Enter them, make sure that the data are correct and click on the ’Sign‘ button.
After a few moments, a verification code should appear on the DigiDoc4 screen and in your incoming text messages.
Check whether the verification code in DigiDoc4 matches the one on the mobile screen. If the verification codes match, press ‘Accept’ on your phone. After that the phone asks you to enter your mobile-ID PIN2. Enter it and press ‘OK’/’Send’.
If the signing is successful, you will see the documents in the digitally signed container and information on the signatures added in the main view.
NB! You cannot change the contents of a signed container, but you can add and remove signatures.
Adding your signature to a file already signed and sent to you:
- Save the document received via e-mail on your computer.
- Open the signed document in DigiDoc4.
- Add your signature.
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Show Hide Step 1: select the file that you want to sign
Once you have launched RIA DigiDoc app, click on the “Signature” tab in the bottom menu. You will see the “CHOOSE FILE” button in the signing view. Click on it and select the files you want to sign digitally.
Step 2: do you want to sign several files at once?
If you want to add several files in one signed container, click on the “+ ADD MORE FILES” button.
Add as many files as you like – if you forward the signed container later, all of the selected files will be included in it. Once you have added all the necessary files, click on the “SIGN” button.
Step 3: add a digital signature
Once you have clicked on the “SIGN” button, you will be directed to the “Container validation” section.
The files that are included for signature are displayed under the contents of the container: make sure that everything is correct.
You can view the names of all signatories under container signatures: if you initiated the signing, only your name will be displayed there. However, if you are signing a document container that has been signed by others, the application will display the names of the people who have already added their signature to the files.
Click on the “SIGN” button only after you have double-checked that everything is in order.
Now the application will ask whether you want to sign with your ID-card or mobile-ID. Choose “mobile-ID”.
Please remember that you will be asked to enter your phone number and personal identification number upon signing with mobile-ID. Enter your details and click “SIGN”. A verification code will then appear on your phone screen, and you will be asked whether you want to sign the documents. If the verification codes matches, click “Accept”. Once completed, you need to enter PIN2 of your mobile-ID.
Step 4: save the signed document container
NB! To save the signed document container, you need to share it.
Click on the “SHARE” button and choose where you want to forward or save your digitally signed document container.
Step 5: you’re done!
This is it – once you have forwarded and/or saved the signed document container, you are done.
You can use RIA DigiDoc application for opening digitally signed documents or encrypting them for secure forwarding.
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Show Hide Mobile-ID enables you to access e-services on your smartphone (by using your smartphone browser or apps) or even your work computer. Believe us – it is very easy!
Step 1: open the website you wish to access. For example, eesti.ee
Choose mobile-ID as the login method and enter the required data. For example, Eesti.ee will ask for your personal identification code and mobile number, another service might ask for the user name instead: please note and follow the instructions on the screen.
Step 2: the verification code is displayed on screen
A verification code is displayed on your screen upon accessing e-services.
The verification code is necessary for you to compare whether it was you or someone else who initiated the authorisation request. If the verification code in your mobile-ID window does not match the verification code of the e-service or your phone indicates that an e-service has been accessed which you have not initiated, never enter your PIN codes.
Step 3: you will receive a text message with a verification code
A text message with the same verification code is displayed on your screen approximately at the same time as the verification code on the e-services screen (mostly within seconds). Make sure that these match!
Step 4: accept entry
If the verification codes match and you have initiated access to the e-services, press the link Accept. You will be asked for your PIN1 code: enter it and press OK/Send.
Step 5: confirming transactions and actions on websites
Confirming transactions and actions, such as bank transfers, is similar to logging in to e-services. You will initiate an activity on your screen and your mobile phone will request PIN2 from you. If you are sure that you initiated the activity that requires a PIN code, enter PIN2 and press OK/Send.
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Show Hide If you have forgotten your PIN1 and/or PIN2 code and you don’t know your PUK code, the only way to continue using mobile-ID is by ordering a new SIM card. With mobile-ID, it is not possible to issue new PIN codes without replacing the SIM card.
You can read more about changing Mobile ID and PIN codes on the operator's website:
If you have your PUK code, you can recover and change your PIN codes via the mobile-ID menu on your phone. NB! The PUK code will lock upon entry of the wrong code three times in a row. In the event of a locked or lost PUK code, you must also replace your SIM card to continue using mobile-ID. You can get a new SIM card by contacting your carrier.
Changing mobile-ID PIN codes on Android devices
On Android devices, locations and Mobile-ID applications may differ in terms of names, most of the time Mobile-ID settings are located under applications. Open a selection of apps (applications, apps) on your phone and choose either Telia (Telia), Tele2 Menu (Tele2) or Elisa (Elisa) according to your mobile operator. Some models may also feature a Mobile ID, SIM toolkit, or a SIM toolkit-named application.
You have two options:
- "Unblock" releases the locked PIN codes.
- "Change codes" enables you to change the PIN1, PIN2 and PUK codes.
Changing mobile-ID PIN codes on iOS devices
Open the phone Settings and navigate to Mobile Service → SIM Applications.
You have two options:
- "Unblock" releases the locked PIN codes.
- "Change codes" enables you to change the PIN1, PIN2 and PUK codes.
