You cannot access e-services

Did you fail to access e-services or sign using an ID card? There may be many reasons for this: we will go through them together and we will certainly find a solution!

1: Make sure your ID-card and card reader are working properly

First, make sure that your computer has the most up-to-date version of the software required to use the ID card and that the card reader is working. To do this, open DigiDoc4 and check that: 

  • Your name and data appear on the DigiDoc4 screen 
  • DigiDoc4 gives you a warning or recommendation to update certificates, software, etc. – if so, follow the instructions on screen. 

If necessary, read about how to verify that the ID-card and card reader are working correctly.

2: Make sure your web browsers are set up correctly

As a general rule, you should be able to use an ID-card with most web browsers and their default browser settings. If errors occur unexpectedly, e.g. you have previously been able to use e-services with the same browser and no longer have access to e-services, this is generally due to outdated software. The first thing you should do is make sure you have the latest version of your web browser installed.

Then check that all web browser settings are still in place.

NB! If the ID-card does not work with one web browser, you can always try another one!

  • Browser configuration: Internet Explorer

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    In order to use your ID-card in Internet Explorer, you need:

    • The newest ID-software, which you can download from id.ee 
    • The software required for the Internet Explorer browser, which is installed on your computer with automatic Windows updates: if you have enabled automatic updates, you don’t have to install anything yourself!

    However, if you still run into problems when logging in to e-services or signing with your ID-card via Internet Explorer, you should check the settings of your web browser. 

    Step 1: Open settings.

    In order to do this, click on the gear icon in the upper right corner of the Internet Explorer window. Select Manage add-ons.

    Step 2: Open Toolbars and Extensions.

    Find Toolbars and Extensions in the left menu of the window that opened and select IE Token Signing plugin on the right. 

    Step 3: Make sure that the plugin is enabled.  

    Check that the IE Token Signing plugin is enabled or allowed. If you see that the status is disabled or not allowed, change it by clicking on Enable. 

    Step 4: Check that your ID-card is now working 

    Check whether Internet Explorer now allows you to log in to e-services, such as an online bank, and perform/sign/confirm transactions and operations with your ID-card.  

    If you still have problems when using your ID-card, but DigiDoc4 reads the data of your ID-card correctly, reset Internet Explorer to the default settings and restart the computer. 

    Resetting the Internet Explorer web browser to the default settings: 

    • Click on the gear icon in the upper left corner and select Internet options
    • Click on Advanced in the window that opened. 
    • Click on Restore advanced settings.  
    • Then click on Reset.  
    • Click on OK to close the window. 

    Video instruction for configuring Internet Explorer: 

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  • Browser configuration: Google Chrome

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    Step 1: Open Extensions

    Click on the icon with three dots on the right-hand side of Google Chrome and select More tools Extensions

    Step 2: Enable the Token signing plugin.    

    A new window with extensions opens, find the plugin called Token signing and make sure that it is Enabled. This plugin is enabled by default and you cannot change it yourself!

    • If this plugin exists but its status is something other than Enabled (e.g. Disabled), contact ID-help.

    Step 3: Check whether using the ID-card is now possible.   

    Do the following to ensure that the change takes effect: close Google Chrome (all windows if you had several open), open it again and try to sign the same transaction you failed to sign before.

    Video instruction for configuration of Google Chrome

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  • Browser configuration: Mozilla Firefox

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    Step 1: open Add-ons

    You can do this by clicking on the icon with three lines on the right edge of Mozilla Firefox and selecting Add-ons from the menu. 

    Step 2: Open add-on solution manager in Mozilla Firefox

    There is an option called Extensions, which is marked with a puzzle piece icon in the left-hand menu of the add-ons manager. Click on it and scroll down to the extensions PKCS11 loader and Token Signing, which are marked with the ID icon.

    Step 3: Enable the use of extensions

    Check that PCS11 loader and Token Signing are not ticked as Disabled. If necessary, you can enable the extensions by clicking on the option with three dots and then on the Enable link in the menu that opened.  

    If extensions were marked as Enabled and the link Disable is behind the name of the extensions, you can try disabling extensions, restarting the browser and enabling them again.

    Step 4: Check in the browser that the ID-card works

    After enabling the use of Token Signing and PCS11 loader, restart your web browser: everything should work!  

    However, if you’re still having problems when using the ID-card in Firefox, open the browser settings again – this time, disable PCS11 loader and Token Signing first, restart the browser, enable the extensions again and then restart your computer in such a manner that the ID-card reader is constantly connected to the computer and the ID-card is in the reader. After restarting your computer, open DigiDoc4 as the first programme and check that the card details are read correctly. Then try using the ID-card in the Firefox browser again. 

    Video instruction for configuring Mozilla Firefox 

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  • Browser configuration: Safari

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    NB! You can save and install the newest ID-software and the required web components from the ID-software download website.  

    Step 1: open Extensions in Safari

    Open the Safari menu in the Safari web browser and select Safari Extensions. 

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    NB! In older versions of Safari, you can find this plugin under Preferences 🡪 Websites. If this is also the case in your web browser, you should definitely update it – even if token signing can be permitted and the ID-card starts working.

    Step 2: open the Extensions tab 

    This opens the extensions window – find the Extensions menu link with the puzzle icon in the upper menu and click on it. Then check that Token Signing (link with the iD icon) in the left-hand menu is ticked.

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    Step 3: check that everything is working   

    After you have permitted the Token Signing plugin, you should be able to use your ID-card with Safari. If necessary, restart your computer and try again.

    However, if the ID-card still doesn’t work, check that DigiDoc4 reads your data correctly – maybe the problem lies in the card or the card reader. You can always use another web browser as well (e.g. Firefox) or contact  ID-help.

    Video instruction for installation of Safari plugins 

    Are you using a Safari web browser that hasn’t been updated? 

    Unfortunately, giving a digital signature in the new Safari (from version 12.0) is not possible if the macOS versions used are 10.12.6 and 10.13.6. You should certainly update your operating system and web browser and make sure that the newest version of the ID-software is installed on your computer; as you can see, Components of authentication and signing with ID-card in web must be separately downloaded and installed.   

    The Safari Extensions window appears on the screen at the end of the installation and you have to tick Token Signing. NB! This option is not automatically ticked. 

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    Now, you should have the newest software as well as the option to use e-services with your ID-card!

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  • Browser settings: Microsoft Edge (Chromium)

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    Step 1: Open Extensions

    Click on the icon with three dots on the right-hand side of Microsoft Edge and select Extensions

    edge settings

    Step 2: Enable Token signing plugin

    A new window with extensions opens, find the plugin called Token signing and make sure that it is Enabled. This plugin is enabled by default and you cannot change it yourself!

    edge plugin
    • If this plugin exists but its status is something other than Enabled (e.g. Disabled), contact ID-help.

    Step 3: Check whether using your ID-card is now possible  

    Do the following to ensure that the change takes effect: close Microsoft Edge (all windows if you had several open), open it again and try to sign the same transaction you failed to sign before.

    In case the necessary extensions exist in your computer and Token Signing is enabled, but you still cannot work with your ID-card in Microsoft Edge, try updating the browser. For the time being, use another browser for ID-card activities, i.e. Mozilla Firefox.

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  • Browser settings: older Microsoft Edge

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    Step 1: Software installation

    Install the necessary software using Microsoft Edge. If you don’t have it on your computer yet, start by downloading and installing the newest ID software, then download and install the signing plugin of Microsoft Edge (Token Signing). 

    Click on Get to save the plugin. 

    The name of the button changes after the file has been saved successfully – now it’s “Install”. Click on the Install button to install the software:  

    Click on Launch after the software has been installed: 

    Step 2: Enable signing 

    Signing must be enabled in order to use the ID-card with Microsoft Edge – it is not enabled by default. Click on “Turn it on” to use the signing feature.  

    If the computer is used by several users or you want to use additional security settings, you can also turn on InPrivate browsing.  

    Step 3: Checking and/or changing the plugin settings

    If you want to change or check the plugin settings later, open the Settings menu of Microsoft Edge (the button with three dots in the upper right corner of the screen).  

    Select Settings, then Advanced settings.  

    Open Extensions and check that the Token Signing plugin is turned On

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3. Perhaps some other software is interfering with the use of the ID-card?

Does DigiDoc4 read the ID-card data correctly, but the e-services still cannot be used? For example, you won’t be asked for your PIN1 code or certificate when you enter your e-services? Or the PIN will be requested, but when you enter the e-services, you see an “authentication failed” error message?

This error may be caused by third-party software. In most cases, the use of an ID-card may be interrupted by incorrect security software setup or some ad or malware that you may not even be aware of.

Open the Control Panel or Start Menu (Programs, Applications, etc.) on your computer to see if you have any software installed on your computer that you want to set up or uninstall.

4. What else could I do?

If you receive error messages on your computer screen, always read them calmly and thoughtfully, so you can quickly find the steps to eliminate the error!

If there is a recently detected security risk behind the problem, you can find the information you need in the id.ee news section.

You can always contact our ID hotline for help: call for urgent questions, but we always recommend that you use the “Get ID hotline help” form to receive accurate and easy-to-follow written instructions. Don’t forget to add a diagnostics file to the form! For instructions on how to save the diagnostics file, see the form.