Contact the registration point where the card application was submitted and verify that the address you gave is correct. A responsible person at the registration point will order a new activation code via the Vartti system. A new activation code cannot be ordered directly from the Digital and Population Data Services Agency.

Please contact your organisation's local support service first and foremost. You can test the card for example in the following ways:

• If there is dirt on the surface of the microchip, wipe the chip with a clean cloth.
• Check whether the latest version of the card reader software has been installed.
• Try restarting the workstation.
• If possible, try using the card at a different workstation. Also try whether another card works at your workstation. If a well-functioning card does not work on the workstation, there may be a problem with the card reader, the card reader software, or the driver installation.
• Check whether you can check or change the PIN1, basic PIN. You can check or check your PIN code in the DigiSign Client card software’s Identification tab.
• Could the PIN be locked? Instructions for unlocking a locked PIN
• If the PIN is not locked but you cannot access the applications to which the card should give you access, check that the microchip works by logging into the certificate testing service. If login fails, it is likely that the chip is faulty.
• It may also be that the certificate in question has not been set as trusted on the workstation or in information systems.

If your card does not work or is faulty notify the registering official who will submit a complaint on the card.

Yes. If there are any changes to the information on the card surface or the information content of the certificate, you must order a new card. The certificate and the card surface must always have up-to-date data. To order a new card contact the organisation’s registration point.

Once a new card has arrived, you can destroy your old card by cutting it in half at the chip. If you need the certificates on the old card to process encrypted data, cut a piece off the corner of the card, but leave the chip intact. If the old card is still valid, the registration official must notify the revocation service of the card.

Act according to the instructions provided by your organisation. If you are unfamiliar with your organisation's instructions, report the lost card to the revocation service and contact your organisation's registration service.

An organisation card’s period of validity is five years. The card holder should order a new card at the latest one month before the card’s expiration date through the organisation's registration point.

Yes, a certificate applicant must have a valid ID card or passport.

If the applicant does not have a valid passport or ID card, identification can be carried out at a police permit service point. In this case, the police identify the person, produce a separate identification document, and send it directly to the registration point. Not all police departments produce separate identification documents, so you must check with the police department in advance to ensure this is possible. The separate identification document is subject to a fee and requires two passport photographs.