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Questions & Answers
What is itsme®?
itsme® is an app that allows you to safely, easily and reliably confirm your identity and approve transactions. Log in anytime anywhere with one single code? This is now possible with itsme on your mobile phone.
Goodbye card reader, hello itsme®!
How to use itsme®?
Discover how to log in with itsme®.
Discover how to sign a document or a contract with itsme®.
Is itsme® free?
Who is behind itsme®?
itsme® is an initiative of Belgian Mobile iD, a consortium of four leading Belgian banks (Belfius, BNP Paribas Fortis, ING, KBC) and mobile network operators (Orange, Proximus, Telenet). Together, they want to make it easy for people to safely and quickly identify themselves in a world that is more and more digital.
Can anybody use itsme®?
Can I also use itsme® if I do not have the Belgian nationality?
You do need an eID that was issued in Belgium, but you don't need to have the Belgian nationality.
Do I need an Internet connection for itsme®?
Yes. To be able to perform actions through itsme®, you must install the itsme® app on your mobile phone. The app uses your phone and Internet connection.
How can I change my itsme® code?
Go into the main menu of the app and select 'Change my itsme® code' and choose a new, 5-digit itsme® code that only you know.
What if I have forgotten my itsme® code?
How do I modify my email address in my itsme® account?
Go to the menu on the homescreen of the app and change your email address in 'My ID details'. You will immediately receive an email to confirm your email address.
How do I change the language settings of the app?
The language settings of the app cannot be changed. itsme® automatically uses the language used in the settings of your mobile phone. If the settings are in French, then itsme® will also be activated in French.
itsme® has been developed in 4 languages, Dutch, French, English and German.
Where do I find an overview of the actions completed with itsme®?
Go to the menu on the homescreen of the app and press 'My history'. With itsme® on your mobile phone, you can get an overview of all your online actions.
How do I link an existing account to itsme®, in order to log in using itsme®?
Look for the button 'link your account with itsme®' on the login page, so you can open your account with itsme® from now on. The login and password that you are using now, will be replaced by your itsme®. No need to remember 25 passwords anymore, your itsme® code is sufficient.
I share my ID data with itsme®. What am I sharing exactly?
The itsme® partners commit to only ask for data that is strictly necessary for operating their services. No information will be transfered without your explicit consent. With itsme®, you're always in control.
Does itsme® work on any mobile phone?
itsme® works on Android smartphones (minimal version 5.0) and on iPhones (iOS minimal version 11.0).
Identifying yourself with itsme® using your fingerprint works on all iPhones and Android smartphones (minimum version 6.0). Face ID is also available for iPhone X.
What if I change my mobile phone?
To configure itsme® on your new device, please follow these steps:
In the app via your bank
- Download the itsme® app on your new device (if this is not yet done)
- Enter your phone number and select Reactivate on the popup
- Select your bank and follow the steps at your bank
- A code will be sent to you by text message. Enter it in the app.
- Choose your 5-digit itsme®-code and confirm your code
Through the website via eID
- Block your account with your mobile number and your place of birth
- Validate the information and wait for the confirmation message
- Reactivate your account through the website
If you encounter a problem, feel free to call us at +32 2 657 32 13 (Mon - Fri from 8:00 to 18:00).
Do I need a new SIM card?
In principle, you don't need a new SIM card, unless the app tells you otherwise. In that case, you can very easily get another SIM card from your mobile operator. itsme® is a Belgian product and only works with Belgian SIM cards.
What if I sell my device to someone without first removing the app?
itsme® only works with the unique combination of your mobile phone, your SIM card and your itsme® code. As a consequence, the new owner of your mobile phone will not be able to use your itsme® account, since he doesn't have your code nor SIM card. You can easily reactivate your itsme® account on your new device. First, block your account via this website or by contacting our support service (+32 2 657 32 13). Once done, reinstall the app and register again.
Does itsme® also work on a jailbroken or rooted smartphone?
To guarantee your security, itsme® doesn't work on jailbroken or rooted devices. These are devices on which unprotected software is running. This increases the exposure to harmful apps and represents a significant risk.
Do I need a card reader to use itsme®?
You need a card reader to activate your personal itsme®. Once your identity has been verified and your itsme® is active, you can work without a card reader.
Get started with itsme®
How and where can I create my itsme®?
- Via our partner banks: Belfius, BNP Paribas Fortis, ING, KBC
- Via the itsme® website using your eID and your eID card reader
How do I create my itsme® with my eID card (electronic identity card)?
To be able to use itsme®, you first have to download the itsme® app from the App Store or on Google Play. You then have to link your identity data to your itsme® account using your eID (electronic identity card) via this link.
Follow the steps on our website:
- Enter your mobile phone number and email address. Confirm your details.
- Insert your eID card in the card reader. Validate your identity data. For this step, it is essential to install the Connective software or plug-in and that of your card reader if this has not yet been done.
- Sign the itsme® contract with your eID by entering your PIN code
- Your identification token (6 characters) will be displayed on your screen
Now follow the steps in the itsme® app:
- Enter your mobile phone number.
- Enter your identification token (6 characters).
- Enter the verification code (5 figures) received by text.
- Choose your 5-figure itsme® code and confirm your code.
If your telephone supports Touch ID / Face ID / Fingerprint, you can easily activate it if you wish.
I do not know the PIN code of my eID card (electronic identity card) or the PIN code does not work.
I would like to create my itsme® account with eID (electronic identity card), but I do not have the necessary software programs. Where can I find them?
Install the ‘Connective’ software or plug-in. Click here and follow the steps to install the plug-in.
The following browsers are supported:
- Windows: Internet Explorer, Mozilla Firefox and Google Chrome
- Mac OS: Safari, Mozilla Firefox and Google Chrome
If necessary, install the eID software of your card reader. You can download the software from the federal portal.
Where can I find my identification token?
Where can I find my verification code?
The verification code to create your itsme® is sent to your mobile number via SMS. Did you not receive a verification code? Please check if you have correctly entered your mobile number or restart the registration.
Can I activate my account on various devices?
No. The security model by itsme® revolves around the unique combination of your SIM, your mobile phone and your itsme® code. That's why your account will only work on 1 mobile device.
Can I use my itsme® account to multiple banks?
Yes, you can use your itsme® to log in and confirm payments at your different banks. No need to have all these card readers anymore! Discover on our website the banks that already use itsme® or check with your bank if they already do.
How to activate itsme® at your bank? *
- log into your online banking with your card and card reader
- choose itsme® as authentication method or link your account with itsme®
- confirm your choice by signing with your card and card reader
You can now use itsme® to log in and confirm at your bank.
* The steps to follow might be different from one bank to another. Do not hesitate to read the frequently asked questions of your bank in order to have more information or contact us at 02/657 32 13 (Mon - Fri from 8:00 to 18:00).
How do I link my SIM card to my itsme®?
You will receive a notification in your app when your SIM card is technically ready to be connected with your itsme®. As soon as your SIM card is up-to-date, you will be able to establish the connection and access all functionalities of itsme®.
This link is easily established:
- Confirm the link with your SIM
- You get to see a verification code on your screen. Remember this code
- Enter the verification code in your app
- Confirm the link with your itsme® code
How to update your ID details in your itsme® account?
You have moved or you have a new eID and you would like to update your itsme® account.
You can easily do it with your eID on our website in 3 steps:
- Enter your phone number
- Connect your card reader, insert your eID and enter the PIN code of your eID
- Check and confirm your ID details
Privacy and security
What makes itsme® so secure?
itsme® only works when I use my mobile phone, my SIM card and my personal itsme® code (or fingerprint). This unique combination of three necessary elements ensures that only I can use my data. Only you know your code, it is stored nowhere else. You can compare it to the PIN of your bank card.
In addition, mobile interactions with itsme® are not done using the regular Internet but make additional use of the secured SIM card and the network of mobile operators. That’s what makes itsme® so special. And particularly safe.
Is it safe to have one and the same itsme® code for all applications?
For years now, Belgians know that a traditional bank card using a chip and a PIN code is reliable. itsme® follows the same approach, but on a mobile. itsme® combines the proven efficiency of a bank card and the security technology of a SIM. The app itself is safe on three levels: itsme® only works with the right combination of your mobile, your SIM card and your personal itsme® code. If one of these three elements is missing, itsme® immediately blocks your digital ID.
That means it is much better to use just 1 highly secured application, instead of a number of applications of lesser quality.
Is a fingerprint or TouchID not safer than a personal itsme® code?
An itsme® code is as personal as a fingerprint (or TouchID) because your itsme® code is stored nowhere. Compare it with the PIN code of your bank card: only you know your code. If you have lost your itsme® code and you have entered a wrong itsme® code three times, your itsme® is automatically blocked.
Are my personal details safe with itsme®?
My personal data are important. That’s why itsme® respects the strict European regulation for electronic identification tools (eIDAS) and the European privacy regulation (GDPR), resulting in the best possible protection of my data.
Companies that work with itsme® have committed to only ask the information that is strictly necessary, and have confirmed they will never use it without your permission.
itsme® only transmits data each time you give your explicit permission. With itsme®, you're always in control.
Why do I need to link my SIM card to my itsme®?
By linking your SIM card to itsme®, itsme® functions at the highest security level, even better protecting your digital ID. To do so, your SIM card first needs an update.
In the coming months, all SIM cards on the Belgian market will be made compatible with itsme®. In most cases, you won’t notice this, but it is possible your SIM card needs to be replaced (this will be the case for approx. 20% of the cards). You will receive all necessary information in your app. Even if your SIM card isn’t ready to be used with itsme®, you will already be able to make an account and to perform simple functions, such as logging in. As soon as your SIM card is up-to-date, you will be able to establish the connection and access all functionalities of itsme®.
What if I lose my smartphone or mobile phone?
itsme® can only be used with the unique combination of your smartphone or mobile phone, your SIM card and your itsme® code. You don't have to panic right away if you lose your smartphone or mobile phone. Block your itsme® account immediately, just to be on the safe side. You can do this via the itsme® website, or via our help desk on +32 2 657 32 13 (Mon - Fri from 8 am to 6 pm).
Afterwards, you can reactivate your digital ID via our website or via your bank (Belfius, BNP Paribas Fortis, ING, KBC).
How do I know that the companies behind itsme® respect my privacy and won't use my data for any other purpose?
Belgian Mobile ID is in all cases an intermediary party between the user and the party that wants to know your data. The consortium respects the European regulation for electronic identification tools (eIDAS) and the European privacy regulation (GDPR). Becoming a regulated trust service provider soon, Belgian Mobile ID ensures the protection of your personal data, without exploiting them for commercial purposes. At each interaction with itsme®, the user sees exactly which data he is sharing. As a result, he is always the only one who has control of what he wants to share.
What is the purpose of the icons in my itsme® app?
You have just made an identification, login or confirmation with itsme®. Three icons will appear in your itsme® app and you will be asked to choose one icon. On the website where you wish to connect, one of those three icons will be shown. By selecting the correct icon in your app, you will secure the connection between your browser and your app. This step will be asked randomly or whenever you use a specific browser for the first time.
In case you see a wrong icon in the app, you will have to refuse this action and restart the connection.
You are signing a document via itsme®. Three icons will appear in your itsme® application and you will be asked to choose an icon. On the document that you are about to sign, 3 icons will be visible. Verify if the sequence of icons is identical on both screens and select the orange highlighted icon on the screen, in your app. By choosing the correct icon in the app, you will validate the document you wish to sign. This step will be asked every time you want to sign a document via itsme®.
In case you see a different sequence of icons or a wrong highlighted icon in the app, you will have to refuse this action and restart the signing process.
Errors and troubleshooting
What if I get an action that I have not asked for?
When you get an invitation for an itsme® action that you have not asked for or carried out, you should always decline it. itsme® ensures that you keep control of your digital identity at all times. Do not validate an action without checking it first. Should this happen more than once, you should immediately block your account and contact us.
I cannot approve actions with TouchID or Fingerprint.
Verify whether TouchID / Fingerprint has been activated. Take into account that not all actions can be approved with your fingerprint. For security reasons, your itsme® code is sometimes required to approve a transaction or to sign an action.
Identifying yourself with itsme® using your fingerprint works on all iPhones and Android smartphones (minimum version 6.0). Face ID is also available for iPhone X.
I received an identification token, but I keep getting an error message in the app. How come?
Block my itsme®
How can I block my itsme®?
You can block your itsme® account on the itsme® website.
- Enter your mobile number and your place of birth. Careful: you need to write your place of birth in the same way as it is written on your ID
- Confirm that you want to block your itsme® account
- Your account has been blocked safely
Are you having trouble blocking your itsme® account on the website? Please call our help desk on +32 2 657 32 13 (Mon - Fri, 8 a.m. – 6 p.m.) and we will help you.
How can I reactivate itsme®?
You blocked itsme® but you want to use the app again? No problem! In order to reactivate itsme®, you just need to request a new identification token in the app, on our website (only available if you created your itsme® with your eID), or via your bank (BNP Paribas Fortis, Fintro, Hello Bank, ING, Belfius and KBC) and register again.