Password recovery in MojeID can be sent to a different email than the one in your account.
Please fill in the form MojeID password recovery request
.
(Caution! If your account has access to the public administration services, resetting your password will also remove this access. To gain access again, you will have to go through the pairing process again, including possible visit at the Czech POINT office.)
Password recovery request can be delivered in three ways:
Personal visit - come to the CZ.NIC (Milešovská 5, Prague, office hours 8:00 - 16:00) with a valid ID card (or passport, if you are not a Czech citizen) and a printed application. The identity document must include your first name, last name, date of birth, residence, photo and period of validity. A partial copy of the document will be archived.
Through the data box - it is important that the contact information matches the sender's data in the data box system and at the same the sender is an authorized person (it is necessary for the sender to ask for the inclusion of his identification in the message). This is not necessary if an application is electronically signed - then it can be sent from any data box by any person.
A certified signature - verify your signature on the request at the post office or notary and send the original to our organization's address (Customer Support, CZ.NIC, Milešovská 5, 130 00, Prague). Documents received within this process will be archived.
After you reset the password please update contact information in your account.
Just creating a MojeID account does not grant you access to public administration services.
First you must add two-factor authentication to your account and then verify your identity.
Detailed manual to gain access to public administration services is here
.
The easiest way to verify your identity is via data box or by using an already existing means of authentication. However, it is also possible to verify your identity abroad in the same way as in the Czech Republic at the Czech POINT office. The specific options and names of these institutions may vary depending on the country you are in.
Usually, identity verification is carried out at the consulates or embassies of the country. We recommend that you contact the nearest consular office or embassy of the Czech Republic for the necessary information.
First, check the result of the request you received at the Czech POINT. At the bottom of the form there is a table identificating other person and the result of the request processing. The details of our association must be listed here.
This means:
IČO: 67985726
Name: CZ.NIC, z.s.p.o.
Office address: Milešovská 1136/5, Vinohrady, 130 00 Prague 3
If other information is displayed here, e.g. the name says Digitální a informační agentura, the registration was done via NIA ID
and identity verification was done for this service.
You have received the result of the data handover request at the Czech POINT office, check the following:
Message to the recipient: the request identifier - it must match the identifier displayed on the Request for Reference Data that you submitted to the Czech POINT.
List of data to be provided: Last name, First name(s), Address of place of residence, Date of birth
If this information does not match, it is necessary to verify your identity again at the Czech POINT.
First, install the MojeID Klíč app on the new mobile device and then add it to your account. Once successfully added, you can remove the app on the old phone.
There is no limit to the number of mobile devices in one account. If you use multiple mobile devices at the same time, we recommend you set up the MojeID Klíč app on a second device so you have a backup.
Unfortunately, if the original phone is lost or not working, you need to remove the two-factor authentication from your account (the "Remove Two-Factor authentication " link when you log in). You will then add the MojeID Klíč app to your account and start the pairing process for public administration services again.
If you are unable to remove the key from the account via the "Remove Two-Factor authentication " link, you must use the Request to remove two-factor authentication
.
If you were logging in using the MojeID Klíč mobile app, but the app displays "Activate your MojeID Key" screen, instead of the confirmation code, the original app that was linked to the account must have been removed.
This means that the original app you linked to the account with a QR code has been uninstalled. You can remove the MojeID Klíč from your account when you log in by clicking on "Remove two-factor authentication". Unfortunately, removing the MojeID Klíč will result in you losing access to the public administration services, if set up, and the pairing process will need to be repeated.
Before contaction MojeID support, please find out following information and send it to the e-mail podpora@mojeid.cz . Giving us this information will speed up the diagnosis and solve your problem faster.
Your MojeID username
Type of operating system
Computer: Windows, macOS, Linux, ... and its particular version (Windows 10, macOS Catalina, Ubuntu 20.04, ...)
Type of browser, where you tried the action (Chrome, Firefox, Opera, Safari, ...) and its particular version
Type of used security key
Hardware key: IdemKey, Yubico Security key NFC, ...
System key: Android, Windows Hello, ...
