FAQ

TROUBLESHOOTING

FREJA eID ON MY ANDROID DEVICE IS NOT WORKING. HOW CAN I RESOLVE THIS?

On May 14th 2018 we launched a new and important feature in Freja eID that gives Freja eID+ users an ID-protection service that alerts you if someone changes your official registered address (folkbokföringsadress) or special postal address (särskild postadress). This update requires Andriod users to install a new app Freja eID version 2.0.0 from Google Play. This is required for both basic and plus users. The 14 May update means that the old app is no longer working and after installing the new app you should delete the old app.

If you are an Android user you have received an email with detailed instructions on how to do the upgrade, so please check that to begin with. If you have questions please get in touch with our support at androidupdate@frejaeid.com or call 08-3 8 88 58. Our support is open daily between 8.00 and 22.00.

MY EMAIL IS ALREADY REGISTERED

If you have registered your email in a previous attempt, you will have to make an account restore to register Freja eID again. Click on “Restore” when you get the error message that your email is already in use. No one can register your email address without having access to your email account to confirm the registration.

I AM NOT GETTING A CONFIRMATION EMAIL

After registering your email in the app, you need to confirm your address from the email we send you. If you don’t receive an email, please start by checking your spam folder. If you don’t find it there, try sending yourself a regular email, to check that your email connection actually is working. If it works fine, go back to the app and click “Send again” in the dialogue box. If it still doesn’t come, you might have entered the wrong email address in the registration and need to restart the process.

EMAIL CONFIRMATION EXPIRED

You need to confirm your email address within 10 minutes of registration. If you run out of time, you need to restart the registration from the beginning. Your email address will not be registered at Freja eID until you confirm it.

I CAN’T GET PAST THE “SET PIN” SCREEN

You need to set a PIN that is at least 6 digits long to get to the next stage. Also, the PIN in the upper and the lower field needs to be identical.

AN ACTION IN THE LIST IS UNCLICKABLE

Actions from services that require Freja eID Plus are greyed out in your action list. In order to unlock the action, you need to upgrade to Freja eID Plus.

I DON’T HAVE A SWEDISH PERSONAL IDENTITY NUMBER

You need a Swedish personal identity number (svenskt personnummer) to upgrade to Freja eID Plus. If you have a coordination number (samordningsnummer), you cannot use it to do the upgrade.

I CAN’T GET PAST THE “ENTER SWEDISH PERSONAL IDENTITY NUMBER” SCREEN

You need to enter your full personal identity number with 12 digits: YYYYMMDDXXXX.

I DON’T HAVE ANY OF THE ID DOCUMENTS

To do the complete registration process when you apply for Freja eID and prove your identity, you need to choose an ID document: Swedish passport (not temporary), Swedish driving license, Swedish national ID card or SIS-marked card. If you do not have any of these documents as a proof of your identity, we cannot upgrade you Freja eID Plus.

I CANNOT TAKE AN ID PHOTO

To initiate the ID photo session in the app, you need to allow Freja eID to access your mobile camera. You enable access in the settings of your phone or click “OK” in the dialogue box prompting you to allow camera access.

WHY DOES THE ID CAMERA NOT TAKE MY PHOTO?

You need to carefully follow the instructions in the app, with correct light in the image, your whole face visible in the circle and do the correct movements with your head. If the app cannot take an approved image of you within a certain time limit, you will be sent back to the previous screen. From there, just try again.

I CAN’T FIND ANY FREJA eID AGENTS

To find a Freja eID agent for the ID vetting, you need to have location services enabled on your phone. Then your nearest agents will be presented in a map view or in a list. Enable location services in the settings of your phone or click “OK” in the dialogue box prompting you to allow access.

I HAVE FINISHED THE UPGRADE TO PLUS AND NOTHING HAPPENS

After you have done the last step in the Freja eID Plus upgrade, physically vetting your identity at a Freja eID agent, we need to confirm your details. This can take up to 3 hours after you have visited the Freja eID agent and you will be notified as soon as we have done the confirmation.