When accessing Portasignatures, the error “The user does not exist or is not activated” appears, the main reason is that the user has not been registered in the tool, however, there are some cases to take into account that we explain below.

  • The user has received an email to sign a petition : Having received an email to sign the Portasignatures does not necessarily imply that the user is registered. Check if the email received contains a sentence indicating “This flow has been sent to you as an external user and you will only be able to access it from this email”.

In this case, as the message indicates, you can only access the petition signature from the link to it found in the email.

  • User not registered : It is important to note that in order to access Portasignatures from the Applications section of EACAT, it is essential to be a user of the tool. If you have not received an email informing you of your registration and if you do not have evidence that your organization has requested that you be a user, it is very possible that you are not registered.

If this is your case, your organization simply needs to request your registration with AOC following the instructions in the content Registration with the Portasignatures service of AOC

  • User registered, but with incorrect data : If you have received the registration email, but cannot access with your digital certificate, it is very likely that at some point in the user registration management there was an error with your DNI.

If you know you are registered but cannot access it, contact us and we will review your case. If your organization has requested registration with an incorrect ID, you will need to request registration again.

  • The DNI included in the certificate used is incorrect : Another error, uncommon but which could happen, is that the DNI contained in the certificate is not the correct one. You can check which DNI is contained in the certificate by accessing the certificate options of your browser and in the properties of the specific certificate you will be able to see this data.

In this case, you will need to resolve the issue with the certificate to be able to access the Portasignatures. If it is a T-CAT from the AOC Consortium, you will need to contact the person in charge of the digital certification service at your entity to have the certificate revoked and a new one issued.