Problem situations with the Finnish Authenticator service
On this page, you can find instructions on what to do if you have problems with the Finnish Authenticator app, you want to remove the app from your phone, or you suspect that someone else is using your app.
If you lose your mobile device, accidentally delete the app or forget the app's PIN code, you need to do the ID proofing again to link the app for your account.
- Log in to the Finnish Authenticator Identification Service with your UID or email and password.
- Go to the Credentials page and select Mobile Apps.
- Delete the app installed in your lost device.
- Click "Add an App" button.
- Follow the instructions of the ID proofing.
Note that you must use the same document as you did the first time to prove you are the same person.
You can manage your apps In Credentials page at the Finnish Authenticator Identification Service by selecting Mobile Apps.
To add a new app,
- If you used the app to log in to the Finnish Authenticator Identification Service, click "Add an App" button. Follow the instruction of the service.
- If you used only your user identifier (UID) or email and password, click the link “Click here to log in using a Mobile App or USB Token”. Follow the instructions of the service.
To delete an app, click Delete button next to the app you want to delete.
- If you lose your mobile device or accidentally delete your app, you can delete the app information in your account. This will cause the app to delete all information, but not to uninstall it from your phone.
- Note that if you delete your only app you must do the ID proofing again when you add a new app.
If you have forgotten your email, log in to the Finnish Authenticator Identification Service with your user identifier (UID) and check the email.
If you have forgotten the password of your email, try to retrieve it from your email provider’s login page.
If your email has been stolen, go immediately to the Personal information page at the Finnish Authenticator Identification Service and change the email.
If you have lost your ID or suspect that someone has misused your means of identification, contact the customer service of the Digital and Population Data Services Agency's organisations immediately. You can find the contact details at the bottom of this page.