Problems connecting to the registry
!!! Please DO NOT CREATE A NEW EU LOGIN in case you do not succeed connecting to EU Login or to the registry ! Contact the helpdesk by phone +32 (0) 2 524 95 44 !!!
Access to the Union Registry (UR) is provided via EU Login, the central authentication service of the European Commission. Problems in accessing the UR might hence be due to outages of the EU Login service or of the UR itself.
From time to time the registry might be unavailable due to maintenance or other technical reasons. The European Commission will communicate these outages in advance to the extent possible. These outage messages by the EC will be taken over on the homepage of the registry. It is however not excluded that either EU Login or the registry is down for a limited period. These emergency updates or technical issues are mostly solved quite rapidly. In this case it is best to try again sometime later.
You can reset your personal EU Login password via the EU Login website https://webgate.ec.europa.eu/cas/ by clicking the link "Lost your password ?" in the login screen (under the field "Password").
After verification of your EU Login email and after repeating the characters shown on the screen, click on "Get a password". You will then receive an e-mail with a link to an EU Login web page where you can set a new password yourself.
In case you have changed your email address and this new email address has not been recorded in EU Login yet, the email will still be sent to your old email address. If you no longer have access to your old email address, please contact the helpdesk by phone at +32 (0) 524 95 44.
If you have lost your mobile device, or if it has been stolen, you should immediately remove all your mobile devices from EU Login !
In order to add a new mobile device to EU Login, visit the EU Login website directly https://webgate.ec.europa.eu/cas/ and sign in with your EU Login login and password. Click on "My account" in the menu at the top of the screen and then select "Manage my mobile devices". Then choose "Add a mobile device" and follow the instructions on screen ...
Removing one or more mobile devices in EU Login is done similarly. After logging onto EU Login, from the menu "My account", you can select "Manage my mobile devices" and than "Delete a mobile device" or you choose "Delete all my devices and eID (PANIC)" from the same menu in case you do not have access any more to your old EU Login mobile device(s) (and mobile phone(s)) - this has no influence on your e-ID card.
In case you already have one or more mobile devices in EU Login, you need to confirm any new mobile device via an old EU Login mobile device or by typing over an SMS challenge that will be sent to one of the old EU Login mobile devices of your choice.
In case you do not have access to any of your other mobile devices (or mobile phones) registered in EU Login, you will need first to delete all the EU Login mobile devices (and mobile phones) before adding the new EU Login mobile device.
The Union Registry only allows one single mobile device to be used to log onto the registry. In order to activate your new mobile device, you will need hence to initiate a request to the Registry Administrator. This is done by logging normally onto the Union Registry, using your new mobile device. You will then be presented with the option to use this new mobile device in your future connections to the registry. After this request has been initiated, the registry administrator will request you confirmation via email.
In addition to the EU Login mobile device, one should always assure a valid EU Login mobile number as well. GSM/SMS-authentication could be used temporarily as a backup in case the authentication method with the mobile devices would be exceptionally unavailable.
- If you know your EU Login user name and password, there is no problem to change your e-mail address yourself. Visit the EU Login website (https://webgate.ec.europa.eu/cas/) and log in with your EU Login username and password. Choose then "My account" (via the menu on top of the screen) and afterwards "Configure my account" on the subsequent page. You will now be able to change your e-mail address.
After introducing the modification of your e-mail address, you will receive an e-mail (from firstname.lastname@example.org) on the new e-mail address, containing a link to confirm this new email address. By clicking this link, the change of e-mail address will be made in EU Login (no further confirmation is needed). An e-mail notifying you of the change of your e-mail address will be sent to your old email address.
EU Login and the registry are not linked. Any change of email in EU Login needs hence to be reported in the registry as well (also see the user and account managament procedures).
- In case you do not know your EU Login password and you do no longer have access to the old email address, please contact the helpdesk by phone at +32 (0) 524 95 44.
Your EU Login account is automatically blocked for 15 minutes when too many login attempts with an incorrect password were carried out.
If it was not you who introduced these incorrect passwords, it might be possible that someone is trying to guess your password or that another user has entered a wrong user name (and uses your user name by mistake). Please immediately contact the helpdesk by phone at +32 (0) 524 95 44 in this case!
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