If you encounter errors when signing with a mobile-ID, read the error message: in most cases, you will receive the information you need to resolve the situation.
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.
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.
Most of the problems with mobile-ID are temporary and resolve by themselves. For major failures, we always notify users in the id.ee news section!
Did you want to sign documents with mobile-ID and an error message was displayed in the DigiDoc4 Client ‘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This is probably due to outdated ID-software and you can fix the problem easily with a quick software update.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 the DigiDoc4 Client 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If your computer software is outdated, DigiDoc4 will notify you and then offer the option to update the software.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.
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.
Are you using mobile-ID for the first time?
You have probably forgotten to activate your mobile-ID certificates on the Estonian Police and Border Guard Board website or there have been errors in the activation process. That’s okay, you can solve this situation by opening the mobile-ID application environment and following the instructions on screen while activating the certificates. NB! You need an ID-card to activate mobile-ID.