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Frequently asked questions and answers

Here you will find the most frequently asked questions and answers about e-identification and problems logging in to My pages (Mina sidor).

Frequently asked questions

1. Check the computer and the expiry date.

Check that you are using the computer you installed the electronic ID on. If you have an electronic ID installed on your home computer, it will not work on your company computer, and vice versa.
Check the expiry date. If the expiry date has passed, contact your bank or Telia (whoever issued the ID) to renew the ID. An electronic ID is only valid for a limited period of time.

2. Test your electronic ID

If you cannot log in or create an electronic signature even though you have a valid electronic ID installed, you can first test that it is working properly.

You can carry out the test by simply choosing the bank or ID provider you use from the list below. If the test shows that the electronic ID is corrupt or if the test fails, contact the bank for help.

Problems logging in or creating an electronic signature are usually because the electronic ID cannot be combined with the type of browser, security software, or operating system you are using. More detailed information on what technical conditions apply for your electronic ID can be found below. Choose your electronic ID provider.

Test your electronic ID (telia.se)opens in a new window
Test your electronic ID (bankid.com)

If you can log in using BankID from a computer but cannot sign, it could be an error in the part of the electronic ID that is activated during signing. You can test your e-identification using the link below.

BankID/Mobile BankID (bankid.com)

If the test indicates there is no problem with the electronic ID, you can report the problem and get help from our Technical Support team.

Technical support

If you can log in but not sign, it could be an error in the part of the electronic ID that is activated during signing. You should then start by testing the electronic ID as described below.

1. Test your electronic ID

If you cannot create an electronic signature even though you have a valid electronic ID installed, you can first test that it is working properly. You can carry out the test quickly and easily by choosing the bank or ID provider you use from the list below.

2. Contact the Helpdesk

If the test indicates there is no problem with the electronic ID, you can seek help from our Helpdesk.
You can report a problem or ask questions via our e-mail form. The e-mail form contains different alternatives you can choose from to provide information on the issue. Choose Self-service (Technical problems) from the drop-down list called My message is about. Once you have sent in your issue, someone from Helpdesk will contact you.

To Helpdesk’s e-mail form

3. Mobile BankID

If you are using a mobile device (e.g. iPhone or iPad) to log in to My pages (Mina sidor), make sure that you use the “Mobile BankID” button when logging in. Do not use the “BankID” button for login as that will cause problems when you need to sign.

If the electronic ID does not open, it could be due to one of the following reasons:

  • You do not have an electronic ID installed.
  • You did not chose the recommended location on the computer when you installed the electronic ID. Try to re-install the electronic ID.
  • Another possible reason could be that you moved the electronic ID to another location after installation. If you did this, the electronic ID will not be found automatically during login.
  • Start by updating the page (F5 key on the computer).
  • Delete cookies and temporary files from your browser. This is done in different ways depending on which browser you have. The most common method is via Internet options in the Tools menu. Otherwise, go to Help in the toolbar.
  • If you are using a Telia certificate and receive the message “The page could not be displayed”, this could be for one of the following reasons:

    • you chose the signing certificate during login. If you are unsure how to check which of the certificates is correct, test the variants which are available to choose from.
    • your certificate has expired. Test your certificate with Telia. Then check the expiry date of your certificate. This is most easily done by displaying the certificate information in Nexus Personal or NetID. If the expiry date has passed, download a new certificate from your issuer.

    You must use Adobe Reader to read PDF documents.

    Install the latest version of Adobe Acrobat Reader (adobe.com)

    If you are using Chrome

    Beginning with version 42 of Google Chrome, it is not possible to install the plug-ins in the browser which are needed for NetID to work. You must therefore use a different browser.

    If you are using Mac OS X

    Signing will not work if you use Telia’s electronic ID with the NET ID (version 6.4.1.26) client together with Mac OS X (version Sierra 10.12.5) and Telia card reader. Telia is working on the problem and will release an update of the NetID client in the autumn.