How to solve problems with the Digital Mobile Key (CMD)
Most common problems when activating a Digital Mobile Key
The Digital Mobile Key (CMD) is a secure means of authentication that allows access to different public and private company services online. However, activating the Digital Mobile Key can present challenges due to the requirements for activating the CMD or difficulties confirming the identity of the person activating the CMD.
Knowing how to solve these problems is important to ensure hassle-free access to digital services.
Can't activate the Digital Mobile Key
There may be several reasons why you cannot activate your Digital Mobile Key (CMD):
To activate a Digital Mobile Key, you must have a valid Citizen Card. The Citizen Card stops being valid at 23:59 on the day before the expiry date on your card.
What to do: if your Citizen Card has expired, you must renew it before you can activate your CMD.
Activating the Digital Mobile Key online (on the autenticação.gov website, through the Tax Office website or via the app gov.pt) is only possible for holders of a Portuguese Citizen Card.
What to do: if you don’t have a Citizen Card, you can activate the CMD in person at a service desk.
Every Digital Mobile Key needs to have a unique associated mobile phone number, even if it is for a child, relative or other person.
What to do: if you need to use a new CMD and you already have a Digital Mobile Key associated with your mobile phone number, you should cancel the current CMD in order to create a new one.
Every Digital Mobile Key needs to have a unique email associated with it, even if it is for a child, family member or other person.
Email association is optional and is another way of receiving the security code for the Digital Mobile Key, except when activating the CMD.
What to do: if you want to create a Digital Mobile Key for your child, whatever their age, they need to have an email address that is not associated with any CMD.
Problems with Digital Mobile Key codes
The first code must be sent by SMS to the mobile phone number registered during the activation process.
What to do: confirm that the registered mobile phone number is correct. If you haven’t received the code, the CMD may be blocked or there may have been an activation error.
Call the Citizen Line: 210 489 010 or 300 003 990 (working days, 09:00-18:00, same cost as a call to a national landline number). The call must be made by the person holding the Digital Mobile Key and from the mobile phone number associated with the CMD. If the CMD is blocked, you can:
- ask the Citizen Line operator to cancel the CMD to create a new one;
- unlock the CMD with the Citizen Card, Citizen Card PIN codes and a smartcard reader.
The most common signing in error is entering the wrong PIN or security code.
The Digital Mobile Key (CMD) uses two different types of codes:
- authentication PIN: chosen by you when you activated the CMD. Used to log onto online services.
- security code: sent by SMS or via the Autenticação.gov app. Changes every time you log in.
Example:
When entering a website that requires you to sign in using the CMD, first enter the authentication PIN. You will then receive a security code by SMS or via the app, which you need to use to confirm access.
What to do: if you are not able to sign in, please confirm that:
- you are using the authentication PIN (and not the digital signature PIN);
- you are correctly entering the security code that you received.
If you know your PIN and cannot log on with your Digital Mobile Key, please call the Citizen Line: 210 489 010 or 300 003 990 (working days, 09:00-18:00, same cost as a call to a national landline number)
You cannot sign in because there may be an error with your CMD or the portal is requesting some personal data that is not linked to your Digital Mobile Key. Some websites ask for data such as Citizen Card number or voter registration number. Anyone who does not have this data associated with the CMD (e.g. a foreign national) will not be able to access the websites.
There are also differences for foreign nationals when activating the Digital Mobile Key:
CMD applied for with passport
It is not compulsory to have a tax identification number (TIN) to activate a CMD. If you do not link your TIN, you may not be able to enter websites that need a tax identification number to sign in.
CMD applied for with residence permit or card/certificate
You always need to associate your tax identification number (TIN) to activate a CMD.
NB: In addition to your TIN, you should always add your Social Security number, National Health Service user number and email address to your CMD registration.
How to check that everything is OK with the Digital Mobile Key
You can confirm that everything is OK with the Digital Mobile Key by signing in to the autenticação.gov website. If you manage to sign in to authentication.gov and the error still persists on other websites, you should contact the managing entity of the website you wish to sign in to, to find out what the problem is.
If you cannot sign in using your Digital Mobile Key on the ‘autenticação.gov’ website, call the Citizen Line: 210 489 010 or 300 003 990 (working days, 09:00-18:00, same cost as a call to a national landline number).
Problems with biometric activation
Para fazer a ativação da CMD por biometria, isto é, por reconhecimento facial e impressão digital na app gov.pt tem de:
- Ter nacionalidade portuguesa
- Ter o Cartão de Cidadão dentro da validade
- Colocar a morada associada ao Cartão de Cidadão.
Activation via the gov.pt mobile app and activation via video call both use images and video for facial recognition and document validation. Sometimes the system may not accept the photographs of the Citizen Card or the photo of your face (selfie).
What to do
To activate the CMD using biometrics, i.e. face recognition and fingerprint on app gov.pt you must:
- have Portuguese citizenship;
- have a valid Citizen Card;
- enter the address associated with the Citizen Card.
If activation fails at the Citizen Card photograph, please check the following aspects.
- Use a plain background – Place the Citizen Card on a flat surface with a neutral colour, such as white or light grey. Avoid backgrounds with patterns or textures.
- Natural lighting – Take your photos in a well-lit place, preferably with natural light. Avoid shadows, glare and reflections and never use flash.
- Show the entire document – Make sure that the entire Citizen Card appears in the image, without cutting anything off. The photo must be straight and centred.
- Ensure good quality – If possible, use a camera with a good resolution. The image must be clear and the text legible without needing to zoom in. Avoid moving your mobile phone while taking the photo.
- Nothing should cover the document – Do not cover any part of the document with your fingers. Remove covers, plastic or objects that may be covering it or causing reflections.
To take the selfie needed to confirm your identity, always bear the following points in mind.
- Choose a place with good lighting – Take the photo in a well-lit place, preferably with natural light from the front (e.g. by a window). Avoid having the light behind you, strong shadows or dark environments.
- Simple background – Choose a plain and neutral background (e.g. a white or light wall). Avoid taking the selfie in a place with lots of objects in the background, for example, a bookcase with lots of books.
- Face visible and centred – Look directly at the camera and maintain a neutral expression (no sunglasses, hats or accessories covering your face). Your full face must appear and be in the centre of the image.
- No filters or edits – Do not use filters, effects or apps that alter your appearance. The selfie should be natural and realistic.
If you are still unable to activate the Digital Mobile Key via biometrics, please call the Citizen Line: 210 489 010 or 300 003 990 (working days, 09:00-18:00, same cost as a call to a national landline number)
Holders of Brazilian Citizen Cards under the Porto Seguro Treaty cannot activate CMD via biometrics or video call.
What to do: to activate your CMD, go to a Citizen Desk near you.
Problems activating the TIN and password to access the Tax and Customs Authority (Tax Office) website
A Digital Mobile Key can only be activated via the Tax Office website by holders of an active and valid Portuguese Citizen Card.
Before making the request, always confirm your tax identification number (TIN) that has logged in on the Tax Office website, so as not to request a CMD for another person.
Holders of a Brazilian Citizen Card under the Porto Seguro Treaty can apply for a CMD on the Tax Office website, but your tax identification number (TIN) must be printed on the rear of the card.
You cannot have a pending change of address request associated with your Citizen Card when requesting a CMD via the Tax Office website.
You cannot sign in until you receive the letter with the temporary PIN. The temporary PIN to use the first time you sign in will be sent by letter to the address registered with the Tax Office. Until the letter with the temporary PIN arrives, you cannot use your Digital Mobile Key, and you risk having it blocked if you try to do so.
Your Digital Mobile Key will not be fully activated until the temporary PIN has been changed to a PIN chosen by you.
During the CMD activation process, a security code is sent by SMS, but this is not the temporary PIN.
What the CMD codes are and how and when to use them
Each code has a specific function:
The authentication PIN is used to access websites and services; the signature PIN is used to digitally sign documents; and the security code is used to confirm your identity.
Authentication PIN
What it does
This is used when you need to confirm your identity online, for example when accessing services such as the Tax Office website or Social Security Direct.
Example of use
Log in to the Tax Office website with your Digital Mobile Key to submit your personal income tax return.
Digital Signature PIN
What it does
Used when you need to sign digital documents with legal value – the equivalent of signing a contract or declaration with your handwritten signature.
Example of use
Sign a lease agreement or a document sent to a public authority.
Security code
What it does
This is a unique and temporary code (only valid for two minutes), sent by SMS or generated in the Autenticação.gov app, always placed after the authentication PIN or signature PIN.
It is used for:
- signing in to websites
- signing digital documents
- confirming a change of PIN
Example of use
When you activate a digital signature for the first time and choose your signature PIN, you will receive this code sent by SMS to confirm the operation.
Alguns problemas que podem surgir ao usar a assinatura digital da Chave Móvel Digital
Com a Chave Móvel Digital (CMD) pode assinar, de forma segura e legal, documentos digitais (.pdf, .docx, .xlsx, entre outros) com o mesmo valor legal de uma assinatura à mão.
Pode saber mais sobre a assinatura digital da CMD no guia “Assinar com a Chave Móvel Digital”.
Se preferir, pode ligar para a Linha Cidadão: 210 489 010 ou 300 003 990 (dias úteis, 9h-18h, custo de uma chamada para a rede fixa nacional).
A Chave Móvel Digital pode estar ativa apenas para autenticação e não para assinatura digital. Isto acontece sobretudo quando a CMD foi ativada com os dados de acesso ao Portal das Finanças (fica válida para autenticação, mas não pode assinar com a CMD) ou quando a assinatura nunca foi ativada. Saiba mais sobre como ativar a assinatura digital da Chave Móvel Digital.
Como resolver
- Se ativou a CMD no portal autenticacao.gov, na app móvel gov.pt ou presencialmente, precisa de ativar a assinatura digital no portal autenticação.gov ou num Espaço Cidadão.
- Se ativou a CMD com os dados de acesso ao Portal das Finanças, só pode ativar a assinatura digital presencialmente num Espaço Cidadão. Em alternativa, pode criar uma nova CMD na aplicação móvel gov.pt, e durante o processo de ativação, ativar também a assinatura digital.
Após várias tentativas falhadas, o PIN de assinatura digital da Chave Móvel Digital pode ficar bloqueado, mesmo que a autenticação com CMD continue a funcionar.
Como resolver:
- Inicie sessão no portal Autenticação.gov. Na área reservada, em “A Minha Chave Móvel Digital”, pode desativar e ativar de novo a assinatura digital da CMD.
- Em alternativa, pode ir a um Espaço Cidadão. Leve o Cartão de Cidadão e o telemóvel que tem o número associado à CMD para desbloquear a assinatura digital.
Pode estar a colocar o número de telemóvel errado ou pode ter pouca ou nenhuma rede de telemóvel.
Outra possível causa para não receber SMS é que, ao instalar a aplicação móvel gov.pt, e enquanto tiver sessão iniciada, deixa de receber o código de segurança por SMS. O código de segurança passa a ser gerado na app, por notificação push ou no separador “Autenticação” → “Gerar código de segurança”.
Como resolver:
Veja qual destas soluções se pode ajudar no seu caso
- Confirme se o número de telemóvel que está a colocar está correto
- Veja se tem rede no seu telemóvel ou ligação à internet
- Entre na aplicação móvel gov.pt e vá ao separador “Autenticação” e escolha “Gerar código de segurança”
- Se não estiver a receber a notificação push, pode ser um problema de restrição de notificações de apps no seu telemóvel. Confirme nas configurações do seu telemóvel.
Se o problema continuar, inicie sessão no portal Autenticação.gov. Na área reservada, em “A Minha Chave Móvel Digital”, desative e ative de novo a assinatura digital da CMD.
Se ainda assim não conseguir usar a assinatura digital da Chave Móvel Digital ligue para a Linha Cidadão:210 489 010 ou 300 003 990 (dias úteis, 9h-18h, custo de uma chamada para a rede fixa nacional).
Isto pode acontecer devido a problemas temporários na rede móvel, bloqueios ou limitações da operadora de telecomunicações. Estes problemas podem ser comuns se estiver no estrangeiro e ligado por roaming.
Como resolver
- Confirme se o telemóvel tem rede e se não bloqueou o remetente “CMD”.
- Em alternativa ao SMS, pode instalar a aplicação móvel gov.pt para receber o código por notificação ou gerar o código diretamente na aplicação.
Se ainda assim não conseguir usar a assinatura digital da Chave Móvel Digital ligue para a Linha Cidadão:210 489 010 ou 300 003 990 (dias úteis, 9h-18h, custo de uma chamada para a rede fixa nacional).
As mensagens de erro “Operação não concluída” ou “Assinatura digital indisponível” podem surgir devido problemas técnicos temporários ou a um período de manutenção dos serviços por parte das equipas técnicas.
Como resolver
- Se for possível, tente mais tarde ou assine à mão. Normalmente os períodos de manutenção ou de indisponibilidade não são muito longos.
- Utilize outros métodos de assinatura. Pode tentar assinar com o Cartão de Cidadão e com leitor de cartões.
- Ligue para a Linha Cidadão:210 489 010 ou 300 003 990 (dias úteis, 9h-18h, custo de uma chamada para a rede fixa nacional). Os operadores podem ajudar a perceber qual o problema e como resolver.
A aplicação autenticação.gov para computador, a aplicação móvel gov.pt e o portal autenticação.gov só permitem assinar ficheiros .pdf.
Como resolver
Para assinar documentos .docx, .xlsx, .pptx, .dwg ou para assinar emails no Outlook, precisa de instalar certificados na aplicação autenticação.gov para computador. Estes documentos só podem ser assinados usando a aplicação autenticação.gov para computador. Leia a secção “Instalar certificados para assinar com Chave Móvel Digital noutros programas” do guia “Assinar com a Chave Móvel Digital”.