Error messages

The security requirements for biometric identifications are very strict. The registration process will be stopped as soon as there is a reason to suspect a possible security breach.

Error message: document locked

Reason: you’ll see this error message when something has caused the biometric identification to fail. In most cases the reason is a simple thing such as you were unable to scan your passport successfully, the face recognition failed, you made several mistakes when filling in the registration forms or the process took too long (or was paused or halted) etc.

Result: in order to protect you from possible identity theft, your document will be locked for a certain period of time (i.e. for 24 hours). You’ll be able to try biometric registration again after that.

Important to know! Temporary time locks will be applied a limited number of times before the lock becomes permanent. Read our tips for successful biometric registration while you wait.

Error message: registration terminated

Reason: you’ll see this error message when you’ve had a few failed attempts at biometric registration and the document you used has been permanently locked.

Result: your document has been permanently blocked from being used for Smart-ID biometric registration. The document itself remains unchanged and you can still use it in other channels, i.e. as a travel document.

Important to know! Permanent locks can’t be removed by you or our customer service – this particular document has been blocked from Smart-ID biometric registration forever.

My document got locked, what should I do?

If your document has a temporary time lock, you have several options. 

First of all, you can use this mandatory waiting time to make sure you will be successful on your next try. Read our tips and good practices for biometric registration.

Secondly – you can still register your Smart-ID account using a different registration method during the waiting time.

If your document has been locked permanently and you need to register a Smart-ID account, you will need to use another method. For example, if you have other suitable documents (passport, residency permit and ID-card in Latvia and Lithuania, only passports in Estonia), you can use those for biometric registration. If not, you can always choose a different registration method.

But I really need to access my online bank now! I have bills to pay!

Get in touch with your bank: it is possible that they might offer you a different method for confirming your transactions.

Don’t forget that you can keep using your document in other channels (as a travel document, e-channels and websites, biometric identification with other service providers etc). This block only applies to the document being used for Smart-ID biometric registration and it does not affect the document itself!