Identification is a very simple process, but situations may occur in which it is not completed correctly.

Below are some of the possible reasons depending on the system you use:

Error after correctly identifying myself with idCAT Mobile, Digital Certificate or Cl@ve

If you have been able to identify yourself correctly with one of the identification systems and you get an error in the online procedure or management you are doing, you will have to contact the support of the website of the organization with which you are processing it as it is an error on its website or application, and not on VÀLid or AOC. AOC is not responsible for the websites or applications that each organization makes available to citizens and companies.

Errors related to identification with the mobile idCAT

You will find a detailed description in Reasons for errors when using idCAT Mobile.

Errors related to the digital certificate

If the system does not detect a valid electronic certificate or gives an error when trying to identify yourself with it, you must make sure that :

  • You have a valid digital certificate (not expired or revoked) qualified in accordance with Regulation 910/2014 on Identification and Trust Services. Please note that idCAT Mobile is not a digital certificate. If you use idCAT Mobile, you do not need to press "Digital certificate".
  • You have the certificate correctly installed on the system or, if it resides on an external device (such as a USB key or cryptographic card), the device is correctly connected.
  • You have installed the corresponding root keys of the certification authority that issued your certificate. You will find them on the website of the certificate issuer (If you use idCAT Certificat, you can download the root keys of the certification authority AOC ).
  • You have correctly installed, if applicable, the software associated with the certificate. You will find it on the website of the certificate issuer.
  • You have correctly installed the card reader software , if you are using a card certificate (eg DNIe). You will find it on the website of the provider of the digital certificate you are using.

Once you have made these checks, you must close all open browser sessions and try accessing again.

CAPTCHA ERROR

This error is characteristic of the Google Enterprise tool, when it detects the possibility of robot access, fraudulent access, multiple access attempts, incognito browser, etc. The re-captcha is a security tool implemented to comply with the security required by the Cybersecurity Agency of Catalonia.

captcha error.PNG

Given this error, the access attempt should be made from another computer or device, or in a "clean" web environment of cookies, without an incognito browser, VPN, or any other element that Google could interpret as suspicious access.

If you have to make repeated use of the VÀLid and you see this error, contact us to review your specific case.

Errors related to the Cl@ve system

If you have an error with this system, you can consult the Cl@ve Frequently Asked Questions of the Government of Spain.

The error is none of the above.

Once you identify yourself, whether with idCAT Mòbil, Certificat or Cl@ve, you should be redirected to the website of the organization where you wanted to carry out the procedure. If the error is not one of the above, it is probably a problem with the organization's page. This procedure may require you to be previously registered on its website or your idCAT Mòbil, idCAT Certificat or Cl@ve data may not match that of the organization.

If you confirm with the organization that the error is not on its website or you do not know how to proceed in your case,contact us so that we can help you resolve your specific query or incident.