Below we explain the possible errors when using idCAT Mobile and how to resolve them:

I didn't receive the SMS/One-time code.

When the following image appears and you have not received the one-time code on your mobile:

Waiting for one-time code

The first thing you need to verify is that the mobile phone indicated for authentication is the one you have in your hands while waiting to receive the one-time code:

Mobile number

If so, if you do not receive the one-time code after a few minutes, you will be given the option to request the code via WhatsApp or voice call on your mobile:

whatsapp or call.PNG

There appears to be a problem with the identification document and/or phone number you provided.

This error appears when the document and mobile phone entered are incorrect or are not linked to the idCAT Mobile database.

1. Make sure you are not entering any spaces between the ID number and the letter, for example. The telephone number cannot contain any spaces between digits either.

2. Check that the data entered is what you indicated when you registered, that you are selecting the correct type of identification document and telephone prefix.

Note: If you have changed your telephone number or it is associated with a family member, you will need to modify the idCAT Mòbil data.

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.

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.

captcha error.PNG

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

The security of your idCAT Mobile needs to be strengthened.

If the procedure you are carrying out requires a higher level of security, you will be asked to strengthen the security of your idCAT Mòbil.

You just have to follow the instructions in the message (the message may vary depending on how you registered for idCAT Mobile).

The error is none of the above.

Once you identify yourself on idCAT Mòbil, 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 their website or your idCAT Mòbil 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.

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