FAQ

Your e-ID is a digital version of your document and your photo must reflect that. Here are some tips to take a picture we can accept:

  1. Use a white background
  2. No shadows
  3. Head straight, face clearly visible
  4. No headgear/glasses

When you take the photo, make sure there is enough light in the room. Also check that the photo is clear and sharp.

In order for us to be able to verify your identity please follow the instructions.

During the face scan make sure:

  1. There is enough light in the room
  2. Your face is clearly visible
  3. Follow the instructions in the app carefully

When taking a photo of yourself:

  1. Use a white background
  2. No shadows
  3. Head straight, face clearly visible
  4. No headgear/glasses

When you take the photo, make sure there is enough light in the room. Also check that the photo is clear and sharp.

The image of your document must be clear and sharp enough so we can check the data from it. Here are some tips to take a picture we can accept:

  1. Place your document on a flat surface
  2. Fit the ENTIRE document into the frame, don’t leave any part out!

When you take the photo, check if it is clear and sharp enough so that all the data on it is clearly visible.

If this was the problem, then one of two things happened:

1. You selected one document on the ‘Choose Document’ screen, but entered data from a different one.For example, you cannot choose to add a passport, and then enter data from your driving licence.

Make sure you are using the document you chose throughout the entire process.

2. When you created your account, you selected Sweden as the country where you will be using Freja eID but then tried adding a Norwegian or Finnish passport.

You must add a document from the country you selected. For example, if you chose Sweden, then you must use a Swedish document.

For us to accept your document, it must not expire within 14 days from the date of adding it to Freja eID.

Try adding a document that is not about to expire within the next 14 days.

When adding a document to Freja eID manually (if automatic scanning doesn’t work/is not supported for that type of document) you are required to:

  1. Take a photo of the document
  2. Enter the data from it manually

Double check that you are entering the data from your document properly and into the appropriate fields.

We cannot accept temporary documents in Freja eID.

Please choose another document from the list in the app.

After performing our check, we found that the document you tried to add was blocked in the official registers.

If you think your ID document is valid and that you have entered the correct information you should check with the issuer of the document.

Meanwhile, you can try adding a different document to Freja eID.

After performing our check, we found that the document you tried to add does not exist in any official database. Don’t worry, this most likely means that you entered some data incorrectly.

Make sure that all of the data from your document is entered correctly.

We could not verify your identity with your ID photo and document.

Make sure that all the photos you take during the process are clear and sharp. Also, make sure that all of the data from your ID document is correct.