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I get an error message while retrieving the activation PIN with my eID

ACA002

Windows

  1. Make sure you have installed the Belgian eID software
    • Close Internet Explorer.
    • Open eID viewer: Start > All Programs > Belgium – eID > eID Viewer.
    • If you can not find the application, download and install the eID software from the website http://eid.belgium.be (eID Quickinstall).
    • Insert your eID in the Isabel card reader and verify if your eID is functioning correctly. Your eID data should appear on computer screen.
    • Browse to the following testpage and follow the instructions on the page. Please wait 10 seconds before starting the test. If this doesn’t work properly check if the trusted sites are configured correct in the following step.
  2. Make sure your eID card is active and your eID PIN is correct
    • Open the eID Viewer. Click on Start > All Programs > Belgium – eID > eID Viewer.
    • Place your eID card in the Isabel card reader
    • Click on the tab Card/PIN and Verify PIN.
  3. Check the certificates
    • Open the eID Viewer. Click on Start > All Programs > Belgium – eID > eID Viewer.
    • Click on the Certificates tab and verify if the certificates are present: Citizen CA Authentication and Signature
      If the Citizen CA certificate is not present, the eID activator will not work and can cause the applet to crash displaying a ‘Page cannot be displayed’.
    • Validate these certificates by clicking on the Validate Now button.
  4. Add *.belgium to your list of trusted sites
    • Open Internet Explorer.
    • Select Internet Options from the Tools menu.
    • Select the tab “Security” and click on Trusted sites.
    • Click the button Sites on the right side of the window and add the website https://*.belgium.be to the zone.
  5. Clear the browser cache
  6. Reset your browser

The number of the eID card you mentioned when ordering your Isabel card is not the same as the eID card inserted in the Isabel card reader. In case of doubt, please contact Isabel Customer Care.

  1. Install the latest version of the Isabel Security Components.
  2. Leave your eID in the Isabel card reader until you have received your temporary PIN code.
  3. If the issue persists, make sure you have installed the latest version of the eID software and retry.

  1. Verify if the Isabel Security Components are installed. If not, download and install the Security Components.
  2. Try in another browser.

Mac

The number of the eID card you mentioned when ordering your Isabel card is not the same as the eID card inserted in the Isabel card reader. In case of doubt, please contact Isabel Customer Care.

  1. Install the latest version of the Isabel Security Components.
  2. Leave your eID in the Isabel card reader until you have received your temporary PIN code.
  3. If the issue persists, make sure you have installed the latest version of the eID software and retry.

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