Introduction to EU Login.

EU Login is the European Commission's user authentication service. It allows authorised users to access a wide range of Commission web services, using a single email address and password.

User Guide

Please refer to the User Guide.

Frequently asked questions

I'm working for the European Institutions

You're working for the European Institutions and have questions about your account, initializing your password, using multifactor authentication or any other question. Read more

  • How can I create my EU Login account?

    Your EU Login account should be created automatically by your European Institution when you join, it can take a few days for the administration to request the creation of your account. New accounts are provisioned each night so there might be a small delay between the request and the creation itself. Please contact your European Institution's helpdesk in case of issue.
  • I received the error message "You cannot create an account with an email that belongs to an institution"

    You can only create an external EU Login account with an email address that does not belong to a European Institution. The EU Login account linked to your European Institution email address is by default created by your HR department.
  • I do not have an email address anymore (i.e. long-term leave). How can I log in?

    You can enter the user identifier you used for logging on to your European Commission PC instead.
  • How do I add, change or remove my mobile number?

    Working for a European Institution means that your EU Login account was created based on data provided to your HR department and managed through their own IT system. This information is not managed in EU Login and the EU Login support team will not be able to assist you with this matter.

    Please contact your local service desk for additional guidance about how to update your personal information in your corresponding HR system (e.g. Sysper, Streamline, etc.).

  • What second factor can I configure with my account?

    EU Login allows you to configure up to six different second factors by default:
    • One or several Mobile Phone number(s) to use the "Mobile Phone + SMS" feature. Note that this is managed through your HR system (e.g. Sysper, Streamline, etc.)
    • The EU Login Mobile App to use it with the PIN Code (requiring an internet connexion) or the QR code scanning (can be used offline)
    • The eID to use the "eID Authentication" feature
    • A Security Key such as Yubico, Kensington or Google security key to use the Security Key or Trusted Platform feature
    • A Trusted Platform such as Windows Hello to use the "Security Key or Trusted Platform" feature
    • A VASCO Token (for EC users) or a CRAM Token (specific to DG CLIMA users) to use the corresponding feature

    Note that, depending on the application you are trying to reach, not all options may be available.

    Please refer to the EU Login tutorial or the video material to configure your second factors. It is strongly advised to configure multiple options in case you lose access to one of them, if the application does not allow you to use your preferred option or in case you are in a geographical zone which prevents you from using one or several options.

  • I cannot receive SMS and/or use the mobile app, what can I do if I cannot authenticate with a password only?

    A combination of events may prevent you from using one or more second factor. For example, your physical location during an assignment may prevent you from receiving text messages or your mobile device might not be compatible with the EU Login mobile app. The nature of your work may also impose strict security restrictions such as not entering a high security facility with a mobile device.

    In such cases you will have to set up and use other second factor, please refer to the list of second factors you can configure (see FAQ: What second factor can I configure with my account?).

    Note that you will need to use a stronger authentication method to configure another second factor with your account. In case SMS is your only second factor configured, please contact your HR Department for them to remove your phone number from your EU Login account through their HR system (e.g. Sysper, Streamline, etc.). From there on you will be able to configure a second factor using only your password to log into your account.

  • Why can't I always log in using only my password or my preferred option?

    Depending on the application you are trying to access, not all login options may be available. Each application using EU Login as authentication system can choose the methods made available to their users, EU Login has no control on that aspect.
  • My EU Login "My Account" menu looks different than the one showed in the User Guide or video

    The EU Login account menu depends on your account type. For example, EU Login accounts created for EU Institutions staff members do not offer the possibility to manage mobile phone numbers or to delete the account since they are managed through an HR system (SYSPER, Streamline, etc.).

    To easily identify your account type, please open EU Login in a private browser window then enter your email address or username on the login page. Once landing on the "Welcome" screen which asks you to choose your verification method, you will see your account type between brackets under your username (either "External" or the name of your Organisation).

    Depending on your account type, please refer to the FAQs applicable to you.

  • How can I change the display language of the EU Login screens?

    The EU Login screens are offered in all official languages of the EU. Use the drop-down menu at the top of the screen to switch between languages.
  • How can I add a mobile device to my EU Login account?

    Please refer to the EU Login tutorial or the video material available, and follow attentively the procedure. Alternatively, please find the summarised process hereafter:
    • On your mobile device, go to the App Store / Play Store and install the EU Login Mobile app.
      N.B. Please make sure to accept all notifications, as the enrolment process will be blocked if the app does not have the required permissions.
    • On your computer, navigate to My Account
    • Click on "Manage my mobile devices" then on "Add a mobile device".
      This action may require stronger authentication if you already added other second factors to your account
    • Enter a device name, choose a PIN code and click on "Submit"
    • A QR code will be generated based on your input. You will need to scan this QR code with the EU Login Mobile app to complete the enrolment
    • On your mobile device, start the EU Login Mobile app.
    • Tap on "Initialize", then "Next".
    • Aim the built-in QR code scanner to the QR code on your computer's screen.
      When de device detects the QR code, it will automatically read it
    • Enter the personal PIN code you created in step 4 and tap on "Next".
    • When your PIN code has been verified, tap on "OK"
    • A push notification will be sent to your device to confirm the enrolment. Accept the notification to confirm the enrolment. Please ensure that notifications are enabled on your device.
    • A message appears on the computer's screen: "A device has been added"
  • Why should I add multiple authentication factors?

    Depending on the security level required by the application you are accessing, single factor (e-mail + password) or multi-factor (username + password + challenge) authentication will have to be provided. It is therefore recommended to set up 2-factor authentication as soon as you create your EU Login account. If multi-factor authentication is required, beside the password you will need to use an additional verification method from the available options.

    The addition of another factor will also facilitate keeping and regaining access. In addition, if you would lose an authentication factor (your mobile phone, for example) you will still be able to authenticate with another one. If possible, register a mobile phone number, the EU Login Mobile app and a third one such as a security key (e.g. a YubiKey, Google's Titan Key, etc.) or trusted platform (e.g. Windows Hello).

  • How to change/reset my EU Login password?

    You can access your account by requesting a new password:
    • Navigate using your browser to My Account
    • Enter your email address if you are not currently authenticated and click on "Next"
    • Click on "Lost your password?"
    • Click on "Get a password"
    • You will receive a link by email, note that the link has a limited validity.
    • After clicking on the link, you will be prompted for your new EU Login password and to confirm it
    • Click on "Submit"
  • I connect with my password, and I get an error message "Incorrect password supplied". What is wrong?

    You might have entered a wrong password. Please try again to log in with the correct one. Should this still not work, you can request a new password (see FAQ: How to change/reset my EU Login password?).
  • I changed my password but my new password is no longer accepted, what can I do?

    Your issue may due to your browser saving your password, therefore you may try the following:

    Should you still have issues, please change your password after these steps (see FAQ: How to change/reset my EU Login password?) and try to connect again. Note that you will need to wait at least one day between two password updates.

  • I have very recently set a new password, but I do not remember it anymore. What should I do?

    For security reasons, you must wait at least one day before you can change your password again. If you try too early, EU Login will display the following error message: "You cannot change your password yet. You need to wait at least 1 day between password changes". In urgent cases, please contact your helpdesk for assistance.
  • I tried to reset my password, but I have not received the confirmation email to reset it, what can I do?

    Please first make sure that the email is not in the "Spam" or "Junk" folder of your mailbox.

    The email to reset the password/registration can arrive up to 20 minutes after it was requested. We suggest to try again via the "Lost your password?" option (see FAQ: How to change/reset my EU Login password?) and check your spam/junk folders during the following 10 to 30 minutes.

    In case you are using a company or administration email address, please check with your IT department if specific rules may apply to emails coming from this address: "automated-notifications@nomail.ec.europa.eu".

  • Can I merge two EU Login accounts?

    The only account type that can be merged is an account generated by authenticating with your electronic ID (eID). Those accounts can be merged with an external account you created yourself or with a corporate account from a European Institution.

    Please note that, once you link your eID to your corporate or external account, the identity that was created in relation to the eID will no longer exist. As such, you may lose access rights and data saved in services that only knew you by your "eID identity".

    You can merge you "eID account" with another account starting from either the eID account or the other account.

    From your eID account:

    • Authenticate with your eID
    • Navigate to "My Account"
    • Click on "Link my eID"
    • Enter the credentials of your other account (corporate or external)
    • Once successfully authenticated, the system will confirm that your eID has correctly been linked and you will be logged in with the other account

    From your other account:

    • Navigate using your browser to: My Account
    • Log in with your e-mail address and password
    • Click on "Manage my eIDs"
      This action may require stronger authentication if you already added other second factors to your account
    • Click on "Link my eID"
    • Click on "Link my eID" then follow the usual process for authenticating with your eID
    • Once successfully authenticated, the system will confirm that your eID has correctly been linked to your other account
  • I can connect to EU Login but cannot find my application or project, what can I do?

    EU Login is an authentication service used by applications. To access your application, please use the specific URL of your application.
  • I have requested an SMS challenge code but have not received it, what can I do?

    Try the following:
    • Restart the mobile phone
    • Insert your SIM card into another mobile phone
    • Check with your provider whether there's an issue on its phone network
    • Try to get a new code by SMS
    In case you cannot receive any SMS because you have no signal or your service is unavailable due to your location (e.g. while travelling in China), you will have to use another authentication method.
  • How can I add a Security Key or a Trusted Platform?

    Security Keys and Trusted Platforms are (external) devices that can be used for multi-factor authentication with EU Login. Currently, the two types are supported on modern browsers; you can test if your browser is compliant via: https://caniuse.com/#search=webauthn

    A Security Key is generally an external device which can be plugged in via USB (or can connect via Bluetooth or NFC) to your computer. In order for it to work with EU Login it must be FIDO2-compliant, please check your device's compatibility on the FIDO alliance website: https://fidoalliance.org/certification/fido-certified-products/

    A Trusted Platform is a security chip that is part of compatible computers. Please refer to your computer's technical documentation to make sure they are supported and enabled.

    Warning! You will first have to configure your Security Key or Trusted Platform on your computer. Only afterwards will you be able to link it to your EU Login account.

    To add a device to your account:

    • Log on to EU Login and navigate to "My Account".
    • Click on "Manage my Security Keys and Trusted Platforms".
      Note that this action may require stronger authentication if you already added other second factors to your account
    • Either choose "Add a Security Key" or "Add a Trusted Platform" - the options are enabled or disabled depending on the compatibility of your browser and device.
    • Enter a device name and click on "Submit"
    • Follow the instructions of the pop-up shown by your browser.
  • Why am I not asked for my password each time I connect?

    Automatic sign-on (also called "single sign-on" or "SSO") allows you to sign in once and gain access to multiple websites, reducing the number of times you must enter your credentials.

    Moreover, EU Login recently introduced the Adaptive Authentication mechanism. Users are often requested to authenticate with EU Login using a secure second factor in addition to their password, a process known as multi-factor authentication. To make this authentication process more convenient, EU Login will, in several cases, skip the password step. This depends on an automated risk assessment of your login attempt that takes into account multiple remembered profiles of information such as your geolocation, browser, network and language when you log in.

  • How can I prevent my identity from being revealed to an application?

    When you sign in to EU Login, you can choose to be notified each time your identity is about to be communicated to an application. If you did not select the notification option when signing in, the only solution is to log out from EU Login, either by calling up the logout screen or by closing all your browser windows. However, logging out of EU Login does not mean logging out of applications where you were already logged in (see FAQ: Why can I carry on working in applications for which EU Login authenticated me even after logging out of EU Login?).
  • Why can I carry on working in applications for which EU Login authenticated me even after logging out of EU Login?

    When you log out of EU Login, it does not affect any website or application for which you are already identified. However, if you log out of the application, when you log in to it again, it will recheck your identity with EU Login, and you will have to identify yourself again.
  • How do I log out of EU Login and when is it important to do so?

    The easiest and safest way is to close your browser (all windows). It is important to log out of EU Login if the computer you are using will be used by others before you close the browser or log off the computer - in internet cafés, for instance.
  • My account is locked. How did that happen?

    This happens if too many incorrect passwords are entered in a row. During that time, you will not be able to log in or reset your password. Contact support for assistance or wait 15 minutes until the account is automatically unlocked.
    If you haven't entered the incorrect passwords yourself, it may be that someone is trying to guess your password or that a user mistyped their email address (writing yours instead). You should notify the helpdesk if you suspect this!
  • What does it mean when an account is blocked?

    It has been disabled manually by the EU Login administrators. You should contact the helpdesk if you cannot log in for this reason.
  • I cannot see the "Password" option in the verification methods

    Depending on the application you are trying to access, not all verification methods may be available. Some applications do not accept a single-factor authentication (password only) and require multi-factor authentication instead. Please follow the EU Login tutorial or this video material for configuring your second factor. The available options are listed in FAQ: What second factor can I configure with my account?
  • I linked my eID to another EU Login account and I cannot access my saved data anymore

    EU Login provides you with a digital identity per account. If you logged in only using your eID first, it automatically created an account. If you create another account and link your eID to it, the first identity that was automatically generated by the system is erased and any data that other applications may have stored for this identity is unfortunately lost.

    Please contact the support team from the application that you worked with to try to recover your data in case you lost it due to this manipulation. Maybe the support team of that application can recover the data linked to the account that was erased.

  • What is multi-factor authentication or MFA?

    Multi-factor authentication (MFA) adds a security layer when connecting to an application. In practice, you must provide multiple authentication factors to confirm that it is really you trying to access an application, and not someone impersonating you. EU Login offers two-factor authentication (2FA), where you're asked for two factors to log in: your password and an additional verification method.

    Several verification methods are available in EU Login, depending on your account type (whether you work for an EU Institution or not) and the application you are trying to reach.

    Please see FAQ: What second factor can I configure with my account? for more information about the available options.

  • I still need help

    Please contact your local helpdesk or the helpdesk of the application you are trying to access.

    I confirm that I have read the FAQs and that I have contacted my local helpdesk and that they could not help me.
    Please gather the following information and include it when you e-mail/phone the helpdesk to register the incident:
    • the username or e-mail address of the account(s) involved
    • the nature of your relationship with the Commission (short-term contract, permanent contract, seconded national expert, service provider, external user)
    • how you are accessing the application (including its URL, which should be different from the EU Login URL)
    • the source of the URL you are using (e-mail, link on website, bookmark, colleague, etc.)
    • a detailed description of the issue
    • if possible, one or more screenshots showing the issue - the address bar showing the webpage accessed and the step immediately before the point where the problem arises
    • any other information that might help us identify the cause of the problem
    (e.g. in the event of a problem with SMS authentication: your mobile telecoms provider, the country where the mobile subscription is based, your current location, the last time you requested an SMS, the last time you successfully received one, etc.)

    When opening this ticket, you will be assigned a reference number enabling your request to be tracked.

    If you send an e-mail to follow up an existing incident, please give the incident reference ('IM00xxxxxxxx') in the subject line.

    I work for the European Commission

    To register an incident, contact the EC IT Helpdesk (EC working days: 7 am - 8 pm CET):
    • incident registration in My IT Support (available 24/7)
    • internal phone 77777
    • phone BXL +32 229 77777 or LUX +352 4301 77777 if you are not in the office
    • e-mail EC-HELPDESK-IT@ec.europa.eu

    I work for other EU Institutions

    To register an incident, contact the EC Central Helpdesk (EC working days: 7 am - 8 pm CET):

I'm external to the European Institutions

You're using EU Login as external to authenticate to applications offered by the European Institutions and have questions about your account, using the EU Login Mobile app for authentication or any other question. Read more

  • How do I create my EU Login account?

    External users register for EU Login by performing the following steps:
    • Navigate using your browser to: EU Login
    • Click on "Create an account"
    • Complete all mandatory fields (First name, Last Name, email, confirm email). Acknowledge the privacy statement and click "Create an account"
    • You will receive a link by e-mail, note that the link has a limited validity.
    • After clicking on the link, you will be prompted for your new EU Login password and will be asked to confirm it. Please make sure that the link you click on is not split across lines by your e-mail application or that you copy the entire link into the address box of your browser.
    • Click on "Submit"

    Important note: you must use a standard email address to create your account (private and personal email address). Disposable email addresses cannot be used to create your account, the system will prevent you from finalising your registration and will return an error message.

  • Can I log in without creating an EU Login account?

    EU Login offers the possibility to authenticate using social media (Facebook, Twitter and Google) or an electronic ID ("eID") to access European Commission applications without having to create a specific EU Login account.

    Note that:
    • Applications may choose not to offer social media and/or eID login options.
    • The eID option is only available for countries who implemented the eIDAS regulation.

    If you know you're going to need to access several European Commission applications, creating an EU Login account is recommended (see FAQ: How do I create my EU Login account?).

    It is always possible to link your eID to your account at a later stage but, in that case, the identity that was created in relation to the authenticating with the eID will be deleted. As such, you may lose access rights or data saved in services that only knew you by your "eID identity."

  • I tried to create my account, but I haven't received the email to confirm the account creation. What should I do?

    You can access your account by requesting a new password (see FAQ: I tried to reset my password, but I have not received the confirmation email to reset it, what can I do?), this will send you an email to activate your account.
  • I tried to create my account, but I get an error "Your email address is already registered". What should I do?

    This means that you already created an account linked to this email address.
    You can access your account by requesting a new password (see FAQ: How to change/reset my EU Login password?)
  • I don't remember my password and I no longer have access to the email address linked to my account

    Unfortunately you will not be able to retrieve access for this account, you will have to create a new one using a different email address.
  • How can I change my email address?

    • Navigate using your browser to: My Account
    • Log in with your email address and password
    • Click on "Configure my account"
      This action may require stronger authentication if you added second factors to your account
    • Change your email
    • Click on "Submit"
  • I try to connect with my mobile phone but I get an "Invalid phone number" error, what can I do?

    • Navigate using your browser to: My Account
    • Log in with your email address and password
    • Click on "My account details"
    • Verify on the "Mobile phone number(s)" line if your phone number is already linked to your account
    • If not, please follow the EU Login tutorial to add a mobile phone number in your EU Login account (see FAQ: How can I add a mobile phone number to my EU Login account?)
    • Make sure that you have entered your mobile phone number in the right format: +"country code" and "cell phone number" without "0"
  • How can I add a mobile phone number to my EU Login account?

    • Navigate using your browser to: My Account
    • Log in with your e-mail address and password
    • Click on "Manage my mobile phone numbers"
      This action may require stronger authentication if you already added other second factors to your account
    • Click on "Add a telephone number"
    • Enter your mobile phone number in the following format: +"country code" and "cell phone number" without "0"
    • Click on "Add"
    • The application sends an SMS containing a challenge code (letters and numbers)
    • Enter the challenge code that was sent to your mobile phone
    • The next page indicates: "The mobile phone number was added successfully"
    • The application sends an SMS with the following text: "The following mobile phone number was added to your EU Login account:" followed by your mobile phone number.
  • How can I change my mobile phone number in my EU Login account if I no longer have access to this phone number?

    You can manage your mobile phone number by navigating to My Account and clicking on "Manage my mobile phone numbers". This action will require you to authenticate with a second factor.

    In case your mobile phone number was the only second factor configured with your account, or if you do not have access to any other second factor, you will have to use the emergency procedure described in FAQ: EU Login "My Account" options require a second-factor authentication, but I do not have access to it anymore.

    Warning! This procedure will remove all the second factors from your account and should be used as last resort.

    After that, you can follow the EU Login tutorial to add a new mobile phone number (or see FAQ: How can I add a mobile phone number to my EU Login account?).

  • EU Login "My Account" options require a second-factor authentication, but I do not have access to it anymore

    If you do not have access to your configured second factor(s) anymore, you will have to erase all registered phone numbers and devices. This action does not require you to use a second factor and will remove all phone numbers and devices linked to your account, you will then be able to add new ones.
    • Navigate using your browser to: My Account
    • Log in with your e-mail address and password
    • Click on "Delete all my devices and eID (PANIC)"
    • A confirmation message appears. Click on "Delete" to confirm
    • A confirmation message appears, and the system automatically logs you out
    • You can now follow the EU Login tutorial or the video material to add a new mobile phone number or other second factors to your EU Login account
  • I am a SEDIA user and tried to reset my password, but EU Login asks me to provide a PIN code. Where can I get it?

    Your account has been upgraded to a higher security level.
    Please contact the SEDIA administrators by e mail ( ec-sedia-support@ec.europa.eu ) or on their electronic contact form ( Funding & tender opportunities - IT Helpdesk Contact Form ) to get a PIN code so you can reset your password.
  • What second factor can I configure with my account?

    EU Login allows you to choose between five different second factors by default for all users. The available options are:
    • One or several Mobile Phone number(s), to use the "Mobile Phone + SMS" feature
    • The EU Login Mobile App, to use with the PIN Code (requires an Internet connexion) or QR code scanning (can be used offline)
    • The eID, to use the "eID Authentication" feature
    • A Security Key, such as Yubico, Kensington or Google security keys, to use the "Security Key or Trusted Platform" feature
    • A Trusted Platform, such as Windows Hello, to use the "Security Key or Trusted Platform" feature

    Note that, depending on the application you are trying to reach, not all options may be available.

    Please refer to the EU Login tutorial or the video material to configure your second factors.

    It is strongly advised to configure multiple options in case you lose access to one of them, or if the application does not allow you to use your preferred option.

  • I cannot see all the Sign In options when trying to log in (eID, Facebook, Twitter, Google)

    Depending on the application you are trying to access, not all login options may be available. We strongly recommend that you create an EU Login account in case you do not have one yet.

    You can find more guidance on how to create and secure your EU Login account in the EU Login tutorial.

  • My EU Login "My Account" menu looks different than the one showed in the User Guide or video

    The EU Login account menu depends on your account type. For example, EU Login accounts created for EU Institutions staff members do not offer the possibility to manage mobile phone numbers or to delete the account since they are managed through an HR system (SYSPER, Streamline, etc.).

    To easily identify your account type, please open EU Login in a private browser window then enter your email address or username on the login page. Once landing on the "Welcome" screen which asks you to choose your verification method, you will see your account type between brackets under your username (either "External" or the name of your Organisation).

    Depending on your account type, please refer to the FAQs applicable to you.

  • How can I change the display language of the EU Login screens?

    The EU Login screens are offered in all official languages of the EU. Use the drop-down menu at the top of the screen to switch between languages.
  • How can I add a mobile device to my EU Login account?

    Please refer to the EU Login tutorial or the video material available, and follow attentively the procedure. Alternatively, please find the summarised process hereafter:
    • On your mobile device, go to the App Store / Play Store and install the EU Login Mobile app.
      N.B. Please make sure to accept all notifications, as the enrolment process will be blocked if the app does not have the required permissions.
    • On your computer, navigate to My Account
    • Click on "Manage my mobile devices" then on "Add a mobile device".
      This action may require stronger authentication if you already added other second factors to your account
    • Enter a device name, choose a PIN code and click on "Submit"
    • A QR code will be generated based on your input. You will need to scan this QR code with the EU Login Mobile app to complete the enrolment
    • On your mobile device, start the EU Login Mobile app.
    • Tap on "Initialize", then "Next".
    • Aim the built-in QR code scanner to the QR code on your computer's screen.
      When de device detects the QR code, it will automatically read it
    • Enter the personal PIN code you created in step 4 and tap on "Next".
    • When your PIN code has been verified, tap on "OK"
    • A push notification will be sent to your device to confirm the enrolment. Accept the notification to confirm the enrolment. Please ensure that notifications are enabled on your device.
    • A message appears on the computer's screen: "A device has been added"
  • Why should I add multiple authentication factors?

    Depending on the security level required by the application you are accessing, single factor (e-mail + password) or multi-factor (username + password + challenge) authentication will have to be provided. It is therefore recommended to set up 2-factor authentication as soon as you create your EU Login account. If multi-factor authentication is required, beside the password you will need to use an additional verification method from the available options.

    The addition of another factor will also facilitate keeping and regaining access. In addition, if you would lose an authentication factor (your mobile phone, for example) you will still be able to authenticate with another one. If possible, register a mobile phone number, the EU Login Mobile app and a third one such as a security key (e.g. a YubiKey, Google's Titan Key, etc.) or trusted platform (e.g. Windows Hello).

  • How to change/reset my EU Login password?

    You can access your account by requesting a new password:
    • Navigate using your browser to My Account
    • Enter your email address if you are not currently authenticated and click on "Next"
    • Click on "Lost your password?"
    • Click on "Get a password"
    • You will receive a link by email, note that the link has a limited validity.
    • After clicking on the link, you will be prompted for your new EU Login password and to confirm it
    • Click on "Submit"
  • I connect with my password, and I get an error message "Incorrect password supplied". What is wrong?

    You might have entered a wrong password. Please try again to log in with the correct one. Should this still not work, you can request a new password (see FAQ: How to change/reset my EU Login password?).
  • I changed my password but my new password is no longer accepted, what can I do?

    Your issue may due to your browser saving your password, therefore you may try the following:

    Should you still have issues, please change your password after these steps (see FAQ: How to change/reset my EU Login password?) and try to connect again. Note that you will need to wait at least one day between two password updates.

  • I have very recently set a new password, but I do not remember it anymore. What should I do?

    For security reasons, you must wait at least one day before you can change your password again. If you try too early, EU Login will display the following error message: "You cannot change your password yet. You need to wait at least 1 day between password changes". In urgent cases, please contact your helpdesk for assistance.
  • I tried to reset my password, but I have not received the confirmation email to reset it, what can I do?

    Please first make sure that the email is not in the "Spam" or "Junk" folder of your mailbox.

    The email to reset the password/registration can arrive up to 20 minutes after it was requested. We suggest to try again via the "Lost your password?" option (see FAQ: How to change/reset my EU Login password?) and check your spam/junk folders during the following 10 to 30 minutes.

    In case you are using a company or administration email address, please check with your IT department if specific rules may apply to emails coming from this address: "automated-notifications@nomail.ec.europa.eu".

  • Can I merge two EU Login accounts?

    The only account type that can be merged is an account generated by authenticating with your electronic ID (eID). Those accounts can be merged with an external account you created yourself or with a corporate account from a European Institution.

    Please note that, once you link your eID to your corporate or external account, the identity that was created in relation to the eID will no longer exist. As such, you may lose access rights and data saved in services that only knew you by your "eID identity".

    You can merge you "eID account" with another account starting from either the eID account or the other account.

    From your eID account:

    • Authenticate with your eID
    • Navigate to "My Account"
    • Click on "Link my eID"
    • Enter the credentials of your other account (corporate or external)
    • Once successfully authenticated, the system will confirm that your eID has correctly been linked and you will be logged in with the other account

    From your other account:

    • Navigate using your browser to: My Account
    • Log in with your e-mail address and password
    • Click on "Manage my eIDs"
      This action may require stronger authentication if you already added other second factors to your account
    • Click on "Link my eID"
    • Click on "Link my eID" then follow the usual process for authenticating with your eID
    • Once successfully authenticated, the system will confirm that your eID has correctly been linked to your other account
  • I can connect to EU Login but cannot find my application or project, what can I do?

    EU Login is an authentication service used by applications. To access your application, please use the specific URL of your application.
  • I have requested an SMS challenge code but have not received it, what can I do?

    Try the following:
    • Restart the mobile phone
    • Insert your SIM card into another mobile phone
    • Check with your provider whether there's an issue on its phone network
    • Try to get a new code by SMS
    In case you cannot receive any SMS because you have no signal or your service is unavailable due to your location (e.g. while travelling in China), you will have to use another authentication method.
  • How can I add a Security Key or a Trusted Platform?

    Security Keys and Trusted Platforms are (external) devices that can be used for multi-factor authentication with EU Login. Currently, the two types are supported on modern browsers; you can test if your browser is compliant via: https://caniuse.com/#search=webauthn

    A Security Key is generally an external device which can be plugged in via USB (or can connect via Bluetooth or NFC) to your computer. In order for it to work with EU Login it must be FIDO2-compliant, please check your device's compatibility on the FIDO alliance website: https://fidoalliance.org/certification/fido-certified-products/

    A Trusted Platform is a security chip that is part of compatible computers. Please refer to your computer's technical documentation to make sure they are supported and enabled.

    Warning! You will first have to configure your Security Key or Trusted Platform on your computer. Only afterwards will you be able to link it to your EU Login account.

    To add a device to your account:

    • Log on to EU Login and navigate to "My Account".
    • Click on "Manage my Security Keys and Trusted Platforms".
      Note that this action may require stronger authentication if you already added other second factors to your account
    • Either choose "Add a Security Key" or "Add a Trusted Platform" - the options are enabled or disabled depending on the compatibility of your browser and device.
    • Enter a device name and click on "Submit"
    • Follow the instructions of the pop-up shown by your browser.
  • Why am I not asked for my password each time I connect?

    Automatic sign-on (also called "single sign-on" or "SSO") allows you to sign in once and gain access to multiple websites, reducing the number of times you must enter your credentials.

    Moreover, EU Login recently introduced the Adaptive Authentication mechanism. Users are often requested to authenticate with EU Login using a secure second factor in addition to their password, a process known as multi-factor authentication. To make this authentication process more convenient, EU Login will, in several cases, skip the password step. This depends on an automated risk assessment of your login attempt that takes into account multiple remembered profiles of information such as your geolocation, browser, network and language when you log in.

  • How can I prevent my identity from being revealed to an application?

    When you sign in to EU Login, you can choose to be notified each time your identity is about to be communicated to an application. If you did not select the notification option when signing in, the only solution is to log out from EU Login, either by calling up the logout screen or by closing all your browser windows. However, logging out of EU Login does not mean logging out of applications where you were already logged in (see FAQ: Why can I carry on working in applications for which EU Login authenticated me even after logging out of EU Login?).
  • Why can I carry on working in applications for which EU Login authenticated me even after logging out of EU Login?

    When you log out of EU Login, it does not affect any website or application for which you are already identified. However, if you log out of the application, when you log in to it again, it will recheck your identity with EU Login, and you will have to identify yourself again.
  • How do I log out of EU Login and when is it important to do so?

    The easiest and safest way is to close your browser (all windows). It is important to log out of EU Login if the computer you are using will be used by others before you close the browser or log off the computer - in internet cafés, for instance.
  • My account is locked. How did that happen?

    This happens if too many incorrect passwords are entered in a row. During that time, you will not be able to log in or reset your password. Contact support for assistance or wait 15 minutes until the account is automatically unlocked.
    If you haven't entered the incorrect passwords yourself, it may be that someone is trying to guess your password or that a user mistyped their email address (writing yours instead). You should notify the helpdesk if you suspect this!
  • What does it mean when an account is blocked?

    It has been disabled manually by the EU Login administrators. You should contact the helpdesk if you cannot log in for this reason.
  • I cannot see the "Password" option in the verification methods

    Depending on the application you are trying to access, not all verification methods may be available. Some applications do not accept a single-factor authentication (password only) and require multi-factor authentication instead. Please follow the EU Login tutorial or this video material for configuring your second factor. The available options are listed in FAQ: What second factor can I configure with my account?
  • I linked my eID to another EU Login account and I cannot access my saved data anymore

    EU Login provides you with a digital identity per account. If you logged in only using your eID first, it automatically created an account. If you create another account and link your eID to it, the first identity that was automatically generated by the system is erased and any data that other applications may have stored for this identity is unfortunately lost.

    Please contact the support team from the application that you worked with to try to recover your data in case you lost it due to this manipulation. Maybe the support team of that application can recover the data linked to the account that was erased.

  • What is multi-factor authentication or MFA?

    Multi-factor authentication (MFA) adds a security layer when connecting to an application. In practice, you must provide multiple authentication factors to confirm that it is really you trying to access an application, and not someone impersonating you. EU Login offers two-factor authentication (2FA), where you're asked for two factors to log in: your password and an additional verification method.

    Several verification methods are available in EU Login, depending on your account type (whether you work for an EU Institution or not) and the application you are trying to reach.

    Please see FAQ: What second factor can I configure with my account? for more information about the available options.

  • I still need help

    Please contact the helpdesk of the application you are trying to access, or your national administration helpdesk in case you are trying to authenticate to one of their systems.

    I confirm that I have read the FAQs and that I have contacted my local helpdesk and that they could not help me.
    Please gather the following information and include it when you e-mail/phone the helpdesk to register the incident:
    • the username or e-mail address of the account(s) involved
    • the nature of your relationship with the Commission (short-term contract, permanent contract, seconded national expert, service provider, external user)
    • how you are accessing the application (including its URL, which should be different from the EU Login URL)
    • the source of the URL you are using (e-mail, link on website, bookmark, colleague, etc.)
    • a detailed description of the issue
    • if possible, one or more screenshots showing the issue - the address bar showing the webpage accessed and the step immediately before the point where the problem arises
    • any other information that might help us identify the cause of the problem
    (e.g. in the event of a problem with SMS authentication: your mobile telecoms provider, the country where the mobile subscription is based, your current location, the last time you requested an SMS, the last time you successfully received one, etc.)

    When opening this ticket, you will be assigned a reference number enabling your request to be tracked.

    If you send an e-mail to follow up an existing incident, please give the incident reference ('IM00xxxxxxxx') in the subject line.

    To register an incident, contact the EC External EU Login Helpdesk (EC working days: 7 am — 7 pm CET):

I've retired from the European Institutions

You're a pensioner of an EU Institution and have questions about your account, initializing your password, using multifactor authentication or any other question. Read more

  • How can I know if I have an external EU Login account or an EU Login for Life account (EUL4L)?

    Connect to MyRemote and enter the email address used for the EU Login account you always use. When EU Login asks for your password (and possibly a second factor), you'll see the domain between brackets right below your email address. If it says "(External)" your account is an external EU Login account. If it says the name of an organisation, it concerns an EUL4L account.
  • I do not remember my password and I do not have access to the email address linked to my account anymore

    Please refer to the useful links or contact the PMO EU Login Helpdesk (FAQ: I still need help).
  • I have an external EU Login account but cannot access SYSPER Pensions

    Please refer to the useful links or contact the PMO EU Login Helpdesk (FAQ: I still need help).
  • How can I create my external account with access to JSIS online?

    Please refer to the useful links or contact the PMO EU Login Helpdesk (FAQ: I still need help).
  • My EU Login "My Account" menu looks different than the one showed in the User Guide or video

    The EU Login account menu depends on your account type. For example, EU Login accounts created for EU Institutions staff members do not offer the possibility to manage mobile phone numbers or to delete the account since they are managed through an HR system (SYSPER, Streamline, etc.).

    To easily identify your account type, please open EU Login in a private browser window then enter your email address or username on the login page. Once landing on the "Welcome" screen which asks you to choose your verification method, you will see your account type between brackets under your username (either "External" or the name of your Organisation).

    Depending on your account type, please refer to the FAQs applicable to you.

  • How can I change the display language of the EU Login screens?

    The EU Login screens are offered in all official languages of the EU. Use the drop-down menu at the top of the screen to switch between languages.
  • How can I add a mobile device to my EU Login account?

    Please refer to the EU Login tutorial or the video material available, and follow attentively the procedure. Alternatively, please find the summarised process hereafter:
    • On your mobile device, go to the App Store / Play Store and install the EU Login Mobile app.
      N.B. Please make sure to accept all notifications, as the enrolment process will be blocked if the app does not have the required permissions.
    • On your computer, navigate to My Account
    • Click on "Manage my mobile devices" then on "Add a mobile device".
      This action may require stronger authentication if you already added other second factors to your account
    • Enter a device name, choose a PIN code and click on "Submit"
    • A QR code will be generated based on your input. You will need to scan this QR code with the EU Login Mobile app to complete the enrolment
    • On your mobile device, start the EU Login Mobile app.
    • Tap on "Initialize", then "Next".
    • Aim the built-in QR code scanner to the QR code on your computer's screen.
      When de device detects the QR code, it will automatically read it
    • Enter the personal PIN code you created in step 4 and tap on "Next".
    • When your PIN code has been verified, tap on "OK"
    • A push notification will be sent to your device to confirm the enrolment. Accept the notification to confirm the enrolment. Please ensure that notifications are enabled on your device.
    • A message appears on the computer's screen: "A device has been added"
  • Why should I add multiple authentication factors?

    Depending on the security level required by the application you are accessing, single factor (e-mail + password) or multi-factor (username + password + challenge) authentication will have to be provided. It is therefore recommended to set up 2-factor authentication as soon as you create your EU Login account. If multi-factor authentication is required, beside the password you will need to use an additional verification method from the available options.

    The addition of another factor will also facilitate keeping and regaining access. In addition, if you would lose an authentication factor (your mobile phone, for example) you will still be able to authenticate with another one. If possible, register a mobile phone number, the EU Login Mobile app and a third one such as a security key (e.g. a YubiKey, Google's Titan Key, etc.) or trusted platform (e.g. Windows Hello).

  • How to change/reset my EU Login password?

    You can access your account by requesting a new password:
    • Navigate using your browser to My Account
    • Enter your email address if you are not currently authenticated and click on "Next"
    • Click on "Lost your password?"
    • Click on "Get a password"
    • You will receive a link by email, note that the link has a limited validity.
    • After clicking on the link, you will be prompted for your new EU Login password and to confirm it
    • Click on "Submit"
  • I connect with my password, and I get an error message "Incorrect password supplied". What is wrong?

    You might have entered a wrong password. Please try again to log in with the correct one. Should this still not work, you can request a new password (see FAQ: How to change/reset my EU Login password?).
  • I changed my password but my new password is no longer accepted, what can I do?

    Your issue may due to your browser saving your password, therefore you may try the following:

    Should you still have issues, please change your password after these steps (see FAQ: How to change/reset my EU Login password?) and try to connect again. Note that you will need to wait at least one day between two password updates.

  • I have very recently set a new password, but I do not remember it anymore. What should I do?

    For security reasons, you must wait at least one day before you can change your password again. If you try too early, EU Login will display the following error message: "You cannot change your password yet. You need to wait at least 1 day between password changes". In urgent cases, please contact your helpdesk for assistance.
  • I tried to reset my password, but I have not received the confirmation email to reset it, what can I do?

    Please first make sure that the email is not in the "Spam" or "Junk" folder of your mailbox.

    The email to reset the password/registration can arrive up to 20 minutes after it was requested. We suggest to try again via the "Lost your password?" option (see FAQ: How to change/reset my EU Login password?) and check your spam/junk folders during the following 10 to 30 minutes.

    In case you are using a company or administration email address, please check with your IT department if specific rules may apply to emails coming from this address: "automated-notifications@nomail.ec.europa.eu".

  • Can I merge two EU Login accounts?

    The only account type that can be merged is an account generated by authenticating with your electronic ID (eID). Those accounts can be merged with an external account you created yourself or with a corporate account from a European Institution.

    Please note that, once you link your eID to your corporate or external account, the identity that was created in relation to the eID will no longer exist. As such, you may lose access rights and data saved in services that only knew you by your "eID identity".

    You can merge you "eID account" with another account starting from either the eID account or the other account.

    From your eID account:

    • Authenticate with your eID
    • Navigate to "My Account"
    • Click on "Link my eID"
    • Enter the credentials of your other account (corporate or external)
    • Once successfully authenticated, the system will confirm that your eID has correctly been linked and you will be logged in with the other account

    From your other account:

    • Navigate using your browser to: My Account
    • Log in with your e-mail address and password
    • Click on "Manage my eIDs"
      This action may require stronger authentication if you already added other second factors to your account
    • Click on "Link my eID"
    • Click on "Link my eID" then follow the usual process for authenticating with your eID
    • Once successfully authenticated, the system will confirm that your eID has correctly been linked to your other account
  • I can connect to EU Login but cannot find my application or project, what can I do?

    EU Login is an authentication service used by applications. To access your application, please use the specific URL of your application.
  • I have requested an SMS challenge code but have not received it, what can I do?

    Try the following:
    • Restart the mobile phone
    • Insert your SIM card into another mobile phone
    • Check with your provider whether there's an issue on its phone network
    • Try to get a new code by SMS
    In case you cannot receive any SMS because you have no signal or your service is unavailable due to your location (e.g. while travelling in China), you will have to use another authentication method.
  • How can I add a Security Key or a Trusted Platform?

    Security Keys and Trusted Platforms are (external) devices that can be used for multi-factor authentication with EU Login. Currently, the two types are supported on modern browsers; you can test if your browser is compliant via: https://caniuse.com/#search=webauthn

    A Security Key is generally an external device which can be plugged in via USB (or can connect via Bluetooth or NFC) to your computer. In order for it to work with EU Login it must be FIDO2-compliant, please check your device's compatibility on the FIDO alliance website: https://fidoalliance.org/certification/fido-certified-products/

    A Trusted Platform is a security chip that is part of compatible computers. Please refer to your computer's technical documentation to make sure they are supported and enabled.

    Warning! You will first have to configure your Security Key or Trusted Platform on your computer. Only afterwards will you be able to link it to your EU Login account.

    To add a device to your account:

    • Log on to EU Login and navigate to "My Account".
    • Click on "Manage my Security Keys and Trusted Platforms".
      Note that this action may require stronger authentication if you already added other second factors to your account
    • Either choose "Add a Security Key" or "Add a Trusted Platform" - the options are enabled or disabled depending on the compatibility of your browser and device.
    • Enter a device name and click on "Submit"
    • Follow the instructions of the pop-up shown by your browser.
  • Why am I not asked for my password each time I connect?

    Automatic sign-on (also called "single sign-on" or "SSO") allows you to sign in once and gain access to multiple websites, reducing the number of times you must enter your credentials.

    Moreover, EU Login recently introduced the Adaptive Authentication mechanism. Users are often requested to authenticate with EU Login using a secure second factor in addition to their password, a process known as multi-factor authentication. To make this authentication process more convenient, EU Login will, in several cases, skip the password step. This depends on an automated risk assessment of your login attempt that takes into account multiple remembered profiles of information such as your geolocation, browser, network and language when you log in.

  • How can I prevent my identity from being revealed to an application?

    When you sign in to EU Login, you can choose to be notified each time your identity is about to be communicated to an application. If you did not select the notification option when signing in, the only solution is to log out from EU Login, either by calling up the logout screen or by closing all your browser windows. However, logging out of EU Login does not mean logging out of applications where you were already logged in (see FAQ: Why can I carry on working in applications for which EU Login authenticated me even after logging out of EU Login?).
  • Why can I carry on working in applications for which EU Login authenticated me even after logging out of EU Login?

    When you log out of EU Login, it does not affect any website or application for which you are already identified. However, if you log out of the application, when you log in to it again, it will recheck your identity with EU Login, and you will have to identify yourself again.
  • How do I log out of EU Login and when is it important to do so?

    The easiest and safest way is to close your browser (all windows). It is important to log out of EU Login if the computer you are using will be used by others before you close the browser or log off the computer - in internet cafés, for instance.
  • My account is locked. How did that happen?

    This happens if too many incorrect passwords are entered in a row. During that time, you will not be able to log in or reset your password. Contact support for assistance or wait 15 minutes until the account is automatically unlocked.
    If you haven't entered the incorrect passwords yourself, it may be that someone is trying to guess your password or that a user mistyped their email address (writing yours instead). You should notify the helpdesk if you suspect this!
  • What does it mean when an account is blocked?

    It has been disabled manually by the EU Login administrators. You should contact the helpdesk if you cannot log in for this reason.
  • I cannot see the "Password" option in the verification methods

    Depending on the application you are trying to access, not all verification methods may be available. Some applications do not accept a single-factor authentication (password only) and require multi-factor authentication instead. Please follow the EU Login tutorial or this video material for configuring your second factor. The available options are listed in FAQ: What second factor can I configure with my account?
  • I linked my eID to another EU Login account and I cannot access my saved data anymore

    EU Login provides you with a digital identity per account. If you logged in only using your eID first, it automatically created an account. If you create another account and link your eID to it, the first identity that was automatically generated by the system is erased and any data that other applications may have stored for this identity is unfortunately lost.

    Please contact the support team from the application that you worked with to try to recover your data in case you lost it due to this manipulation. Maybe the support team of that application can recover the data linked to the account that was erased.

  • What is multi-factor authentication or MFA?

    Multi-factor authentication (MFA) adds a security layer when connecting to an application. In practice, you must provide multiple authentication factors to confirm that it is really you trying to access an application, and not someone impersonating you. EU Login offers two-factor authentication (2FA), where you're asked for two factors to log in: your password and an additional verification method.

    Several verification methods are available in EU Login, depending on your account type (whether you work for an EU Institution or not) and the application you are trying to reach.

    Please see FAQ: What second factor can I configure with my account? for more information about the available options.

  • I still need help

    Please refer to MyRemote to access JSIS online, MyIntracomm for Pensioners, Staff Matters and Sysper Pension.

    I confirm that I have read the FAQs and that I have contacted my local helpdesk and that they could not help me.
    Please gather the following information and include it when you e-mail/phone the helpdesk to register the incident:
    • the username or e-mail address of the account(s) involved
    • the nature of your relationship with the Commission (short-term contract, permanent contract, seconded national expert, service provider, external user)
    • how you are accessing the application (including its URL, which should be different from the EU Login URL)
    • the source of the URL you are using (e-mail, link on website, bookmark, colleague, etc.)
    • a detailed description of the issue
    • if possible, one or more screenshots showing the issue - the address bar showing the webpage accessed and the step immediately before the point where the problem arises
    • any other information that might help us identify the cause of the problem
    (e.g. in the event of a problem with SMS authentication: your mobile telecoms provider, the country where the mobile subscription is based, your current location, the last time you requested an SMS, the last time you successfully received one, etc.)

    When opening this ticket, you will be assigned a reference number enabling your request to be tracked.

    If you send an e-mail to follow up an existing incident, please give the incident reference ('IM00xxxxxxxx') in the subject line.

    To register an incident, contact the PMO EU Login support via email: pmo-eu-login@ec.europa.eu

I'm using the EU Login Mobile app for authenticating

The EU Login Mobile app can be used as a second factor for authenticating with EU Login. You have questions about setting up the application or have experienced issues with the app? Read more

  • Is EU Login available on smartphones/tablets?

    Yes, the EU Login Mobile app is free and can be obtained from the Google Play Store (Android) or the App Store (iOS).
    After installing it, you need to initialise it. To do so, you need a PC in addition to your mobile device.
  • I can't remember the PIN code linked to my EU Login Mobile app. What should I do?

    • Open the EU Login Mobile app on your phone
    • Tap on "Settings"
    • If it is an Android device:
      • Tap on "About this app"
      • Tap on the three dots on the upper right part of the screen
      • Tap on "Forgot PIN code"
    • If it is an Apple device:
      • Tap on the wheel on the upper right part of the screen
      • Tap on "Forgot PIN code"
    • Enter the password of the selected account that appears on the screen
    • Enter a new PIN code and confirm it
    • Tap on "Submit"
    Your PIN code has been changed; you can close the app and connect again with your mobile device on your EU Login account.
    Pay attention: updating your PIN code will reset the biometric authentication enrolment in the app.
  • I reinstalled the EU Login mobile app and/or my device has been broken, stolen or replaced

    Even if the physical device (phone, tablet, etc.) remains the same, in your account you must first erase the link with the previous app before linking the newly installed one.
    In case you have another second factor configured, use it to access the "Manage my mobile devices" option available in My Account
    From there, first delete the existing mobile device, then add the "new" one.
    However, if you do not have another second factor configured with your account, or in case you lost access to it:
  • The enrolment process never ends, it brings me back to the camera

    Make sure to accept all app permissions during the enrolment process. To function correctly, the app needs you to allow notifications and access the camera for scanning the QR code. If you refuse those permissions, the app will not work and the enrolment process will be blocked, even though it appears to be loading.
    To solve this, either go to your application list and give the EU Login Mobile app the needed permissions (authorise notifications and camera access), or uninstall and re-install the app. Once done, restart the enrolment process and please make sure you grant the required permissions.
  • I have an error code when I try to log in using the EU Login mobile app, what should I do?

    Here is a list of error codes and how to solve them:
    • You are using an older version of the EU Login app. Please consider upgrading. (Error 5001)
      Please go to the Play Store/App Store and upgrade the version installed.
    • Unknown source provided. Please try again. (Error 5100)
      Please open a new private/incognito window and log in via EU Login with the EU Login Mobile App option. Once connected to EU Login, access again the URL from your application in the same browser window.
    • Unknown source provided. It is missing the callback-parameter. (Error 5101)
      Please contact the support desk of the application you are attempting to log into, the EU Login support team will not be able to help with this matter.
    • Please complete the device enrolment procedure first. (Error 5200)
      The enrolment process of the EU Login Mobile app must be completed first. Please follow the EU Login tutorial to complete the enrolment and try again to log in to your application.
    • A problem occurred with completing your device enrolment. Please retry the enrolment. (Error 5201)
      The enrolment process of the EU Login Mobile app must be restarted. Please follow the EU Login tutorial to restart the enrolment and try to login again to your application.
    • Unable to process QR code. Please try again. (Error 5202)
      Please make sure to scan the QR code for the enrolment and not for EU Login authentication. Please follow the EU Login tutorial to complete the enrolment and try to login again to your application.
    • Your mobile device could not be linked to this EU Login account. Enter a valid PIN code. (Error 5203)
      Please make sure to scan the QR code for the enrolment and not for EU Login authentication and that a correct PIN code is entered. Please follow the EU Login tutorial for guidance on how to complete the enrolment and try to login again to your application.
    • Unable to negotiate a GCM identifier. Are you behind a VPN, Proxy, or Firewall? (Error 5204)
      This may be due to various reasons that require investigation. Verify that you are not using a VPN to connect and if your device is compatible with the EU Login Mobile app. If this error persists, please use the "Send technical info about this device" button from the "About this app" menu of your EU Login mobile app.
    • There seems to be a problem with generating the one-time token. Please check if your device is registered correctly in EU Login. (Error 5300)
      Please make sure to scan the QR code for the enrolment and not for EU Login authentication. You can follow the EU Login tutorial to complete the enrolment process before trying to login.
    • Unable to process QR code, please try again. (Error 5301)
      Please make sure to scan the correct QR code, in case of doubt, please provide print screens of the different steps. You may also try to access EU Login directly in a private window. Please refer to the EU Login tutorial for step-by-step guidance.
    • Unable to process QR code, did you scan a correct one? (Error 5302)
      Make sure the EU Login Mobile app is always removed from the account first, in case an invalid device is already registered.
    • Unable to process QR code, it seems to be invalid. (Error 5303)
      Please make sure to scan the correct QR code and try again to log in to EU Login via a new private/incognito window.
    • Invalid QR code. You have scanned an enrolment QR code! (Error 5304)
      Please make sure to scan the correct QR code.
    • Invalid QR code. You scanned the QR code for authentication. Please follow the tutorial and use a different verification method! (Error 5305)
      Please see the different scenarios below:
      • You have no device registered and try to authenticate with one
        Please follow the EU Login tutorial to add the device and then authenticate with it.
      • You have an older device registered and try to authenticate with a new one which is not yet registered
        If you do not have access to your old device anymore you will need to remove it first, then enrol the new one. Please refer to the corresponding questions in this FAQ (see FAQ: I reinstalled the EU Login mobile app and/or my device has been broken, stolen or replaced).
      • You had the device registered but the EU Login app was reinstalled or a reset on the device was performed resulting into a broken link between the device and the EU Login account.
        In case the link between your device and your EU Login account is broken, your device is considered as a "new" device, you will therefore have to remove your mobile device from your EU Login account first and then add it as if it was new. Please refer to the corresponding entries of this FAQ to do so (see FAQ: I reinstalled the EU Login mobile app and/or my device has been broken, stolen or replaced).
    • Invalid QR code. We can't process your request. (Error 5306)
      In case this error persists, please use the "Send technical info about this device" button from the "About this app" menu of your EU Login Mobile app.
    • Invalid QR code. We currently don't support HOTP QR codes. (Error 5307)
      You have scanned and recognized a QR Code for HOTPs (counter based HMAC OTPs). We currently don't support those. Please make sure to only scan QR codes generated by EU Login.
    • Unable to update your pin. Please try again. (Error 5400)
      If you have lost or forgot your PIN code for the EU Login Mobile APP, open the app, go to Settings on the upper right part, click the "About this app" menu (Android), click on the 3 dots (Android) or the cog wheel (iOS), click on "Forgot PIN code", insert your EU Login credentials for the account linked to this mobile device and choose a new PIN code.
      Should this not work, please contact the helpdesk (see FAQ: I still need help), providing the exact timestamp when you have tried the above procedure and different print screens of the steps you took, including the error message.
    • You have not enrolled any fingerprints. Please enable the fingerprint authentication and enrol at least one print (error 5800)
      For IOS: Please enable fingerprint/biometric on your device and enrol the EU Login Mobile App.
      Android only: You have enrolled your device, but you can't enable the Fingerprint Authentication mechanism. Your device is secure but has no registered fingerprints on the OS. Please reset the biometric enrolment ("Settings" > "Biometric authentication" > three dots in the top right corner > "Reset biometric enrolment").
    • Your device is not secured with a PIN, pattern of fingerprint. Please secure your device first. (Error 5801)
      It is mandatory for the device to be protected with a screen lock (Pattern, PIN Code or Biometric). Please protect your device with one of these options to use the EU Login Mobile app.
    • Failed to obtain camera permission (error 5901)
      Enable camera permissions in the device settings for the EU Login Mobile app.
    • Notifications have been disabled on your device. Please re-enable them. (Error 5996)
      Please enable the push notifications in your device settings for the EU Login Mobile app.
  • My EU Login "My Account" menu looks different than the one showed in the User Guide or video

    The EU Login account menu depends on your account type. For example, EU Login accounts created for EU Institutions staff members do not offer the possibility to manage mobile phone numbers or to delete the account since they are managed through an HR system (SYSPER, Streamline, etc.).

    To easily identify your account type, please open EU Login in a private browser window then enter your email address or username on the login page. Once landing on the "Welcome" screen which asks you to choose your verification method, you will see your account type between brackets under your username (either "External" or the name of your Organisation).

    Depending on your account type, please refer to the FAQs applicable to you.

  • How can I change the display language of the EU Login screens?

    The EU Login screens are offered in all official languages of the EU. Use the drop-down menu at the top of the screen to switch between languages.
  • How can I add a mobile device to my EU Login account?

    Please refer to the EU Login tutorial or the video material available, and follow attentively the procedure. Alternatively, please find the summarised process hereafter:
    • On your mobile device, go to the App Store / Play Store and install the EU Login Mobile app.
      N.B. Please make sure to accept all notifications, as the enrolment process will be blocked if the app does not have the required permissions.
    • On your computer, navigate to My Account
    • Click on "Manage my mobile devices" then on "Add a mobile device".
      This action may require stronger authentication if you already added other second factors to your account
    • Enter a device name, choose a PIN code and click on "Submit"
    • A QR code will be generated based on your input. You will need to scan this QR code with the EU Login Mobile app to complete the enrolment
    • On your mobile device, start the EU Login Mobile app.
    • Tap on "Initialize", then "Next".
    • Aim the built-in QR code scanner to the QR code on your computer's screen.
      When de device detects the QR code, it will automatically read it
    • Enter the personal PIN code you created in step 4 and tap on "Next".
    • When your PIN code has been verified, tap on "OK"
    • A push notification will be sent to your device to confirm the enrolment. Accept the notification to confirm the enrolment. Please ensure that notifications are enabled on your device.
    • A message appears on the computer's screen: "A device has been added"
  • Why should I add multiple authentication factors?

    Depending on the security level required by the application you are accessing, single factor (e-mail + password) or multi-factor (username + password + challenge) authentication will have to be provided. It is therefore recommended to set up 2-factor authentication as soon as you create your EU Login account. If multi-factor authentication is required, beside the password you will need to use an additional verification method from the available options.

    The addition of another factor will also facilitate keeping and regaining access. In addition, if you would lose an authentication factor (your mobile phone, for example) you will still be able to authenticate with another one. If possible, register a mobile phone number, the EU Login Mobile app and a third one such as a security key (e.g. a YubiKey, Google's Titan Key, etc.) or trusted platform (e.g. Windows Hello).

  • How to change/reset my EU Login password?

    You can access your account by requesting a new password:
    • Navigate using your browser to My Account
    • Enter your email address if you are not currently authenticated and click on "Next"
    • Click on "Lost your password?"
    • Click on "Get a password"
    • You will receive a link by email, note that the link has a limited validity.
    • After clicking on the link, you will be prompted for your new EU Login password and to confirm it
    • Click on "Submit"
  • I connect with my password, and I get an error message "Incorrect password supplied". What is wrong?

    You might have entered a wrong password. Please try again to log in with the correct one. Should this still not work, you can request a new password (see FAQ: How to change/reset my EU Login password?).
  • I changed my password but my new password is no longer accepted, what can I do?

    Your issue may due to your browser saving your password, therefore you may try the following:

    Should you still have issues, please change your password after these steps (see FAQ: How to change/reset my EU Login password?) and try to connect again. Note that you will need to wait at least one day between two password updates.

  • I have very recently set a new password, but I do not remember it anymore. What should I do?

    For security reasons, you must wait at least one day before you can change your password again. If you try too early, EU Login will display the following error message: "You cannot change your password yet. You need to wait at least 1 day between password changes". In urgent cases, please contact your helpdesk for assistance.
  • I tried to reset my password, but I have not received the confirmation email to reset it, what can I do?

    Please first make sure that the email is not in the "Spam" or "Junk" folder of your mailbox.

    The email to reset the password/registration can arrive up to 20 minutes after it was requested. We suggest to try again via the "Lost your password?" option (see FAQ: How to change/reset my EU Login password?) and check your spam/junk folders during the following 10 to 30 minutes.

    In case you are using a company or administration email address, please check with your IT department if specific rules may apply to emails coming from this address: "automated-notifications@nomail.ec.europa.eu".

  • Can I merge two EU Login accounts?

    The only account type that can be merged is an account generated by authenticating with your electronic ID (eID). Those accounts can be merged with an external account you created yourself or with a corporate account from a European Institution.

    Please note that, once you link your eID to your corporate or external account, the identity that was created in relation to the eID will no longer exist. As such, you may lose access rights and data saved in services that only knew you by your "eID identity".

    You can merge you "eID account" with another account starting from either the eID account or the other account.

    From your eID account:

    • Authenticate with your eID
    • Navigate to "My Account"
    • Click on "Link my eID"
    • Enter the credentials of your other account (corporate or external)
    • Once successfully authenticated, the system will confirm that your eID has correctly been linked and you will be logged in with the other account

    From your other account:

    • Navigate using your browser to: My Account
    • Log in with your e-mail address and password
    • Click on "Manage my eIDs"
      This action may require stronger authentication if you already added other second factors to your account
    • Click on "Link my eID"
    • Click on "Link my eID" then follow the usual process for authenticating with your eID
    • Once successfully authenticated, the system will confirm that your eID has correctly been linked to your other account
  • I can connect to EU Login but cannot find my application or project, what can I do?

    EU Login is an authentication service used by applications. To access your application, please use the specific URL of your application.
  • I have requested an SMS challenge code but have not received it, what can I do?

    Try the following:
    • Restart the mobile phone
    • Insert your SIM card into another mobile phone
    • Check with your provider whether there's an issue on its phone network
    • Try to get a new code by SMS
    In case you cannot receive any SMS because you have no signal or your service is unavailable due to your location (e.g. while travelling in China), you will have to use another authentication method.
  • How can I add a Security Key or a Trusted Platform?

    Security Keys and Trusted Platforms are (external) devices that can be used for multi-factor authentication with EU Login. Currently, the two types are supported on modern browsers; you can test if your browser is compliant via: https://caniuse.com/#search=webauthn

    A Security Key is generally an external device which can be plugged in via USB (or can connect via Bluetooth or NFC) to your computer. In order for it to work with EU Login it must be FIDO2-compliant, please check your device's compatibility on the FIDO alliance website: https://fidoalliance.org/certification/fido-certified-products/

    A Trusted Platform is a security chip that is part of compatible computers. Please refer to your computer's technical documentation to make sure they are supported and enabled.

    Warning! You will first have to configure your Security Key or Trusted Platform on your computer. Only afterwards will you be able to link it to your EU Login account.

    To add a device to your account:

    • Log on to EU Login and navigate to "My Account".
    • Click on "Manage my Security Keys and Trusted Platforms".
      Note that this action may require stronger authentication if you already added other second factors to your account
    • Either choose "Add a Security Key" or "Add a Trusted Platform" - the options are enabled or disabled depending on the compatibility of your browser and device.
    • Enter a device name and click on "Submit"
    • Follow the instructions of the pop-up shown by your browser.
  • Why am I not asked for my password each time I connect?

    Automatic sign-on (also called "single sign-on" or "SSO") allows you to sign in once and gain access to multiple websites, reducing the number of times you must enter your credentials.

    Moreover, EU Login recently introduced the Adaptive Authentication mechanism. Users are often requested to authenticate with EU Login using a secure second factor in addition to their password, a process known as multi-factor authentication. To make this authentication process more convenient, EU Login will, in several cases, skip the password step. This depends on an automated risk assessment of your login attempt that takes into account multiple remembered profiles of information such as your geolocation, browser, network and language when you log in.

  • How can I prevent my identity from being revealed to an application?

    When you sign in to EU Login, you can choose to be notified each time your identity is about to be communicated to an application. If you did not select the notification option when signing in, the only solution is to log out from EU Login, either by calling up the logout screen or by closing all your browser windows. However, logging out of EU Login does not mean logging out of applications where you were already logged in (see FAQ: Why can I carry on working in applications for which EU Login authenticated me even after logging out of EU Login?).
  • Why can I carry on working in applications for which EU Login authenticated me even after logging out of EU Login?

    When you log out of EU Login, it does not affect any website or application for which you are already identified. However, if you log out of the application, when you log in to it again, it will recheck your identity with EU Login, and you will have to identify yourself again.
  • How do I log out of EU Login and when is it important to do so?

    The easiest and safest way is to close your browser (all windows). It is important to log out of EU Login if the computer you are using will be used by others before you close the browser or log off the computer - in internet cafés, for instance.
  • My account is locked. How did that happen?

    This happens if too many incorrect passwords are entered in a row. During that time, you will not be able to log in or reset your password. Contact support for assistance or wait 15 minutes until the account is automatically unlocked.
    If you haven't entered the incorrect passwords yourself, it may be that someone is trying to guess your password or that a user mistyped their email address (writing yours instead). You should notify the helpdesk if you suspect this!
  • What does it mean when an account is blocked?

    It has been disabled manually by the EU Login administrators. You should contact the helpdesk if you cannot log in for this reason.
  • I cannot see the "Password" option in the verification methods

    Depending on the application you are trying to access, not all verification methods may be available. Some applications do not accept a single-factor authentication (password only) and require multi-factor authentication instead. Please follow the EU Login tutorial or this video material for configuring your second factor. The available options are listed in FAQ: What second factor can I configure with my account?
  • I linked my eID to another EU Login account and I cannot access my saved data anymore

    EU Login provides you with a digital identity per account. If you logged in only using your eID first, it automatically created an account. If you create another account and link your eID to it, the first identity that was automatically generated by the system is erased and any data that other applications may have stored for this identity is unfortunately lost.

    Please contact the support team from the application that you worked with to try to recover your data in case you lost it due to this manipulation. Maybe the support team of that application can recover the data linked to the account that was erased.

  • What is multi-factor authentication or MFA?

    Multi-factor authentication (MFA) adds a security layer when connecting to an application. In practice, you must provide multiple authentication factors to confirm that it is really you trying to access an application, and not someone impersonating you. EU Login offers two-factor authentication (2FA), where you're asked for two factors to log in: your password and an additional verification method.

    Several verification methods are available in EU Login, depending on your account type (whether you work for an EU Institution or not) and the application you are trying to reach.

    Please see FAQ: What second factor can I configure with my account? for more information about the available options.

  • I still need help

    Please contact your local helpdesk / national administration or the helpdesk for the application you are trying to access.

    I confirm that I have read the FAQs and that I have contacted my local helpdesk and that they could not help me.
    Please gather the following information and include it when you e-mail/phone the helpdesk to register the incident:
    • the username or e-mail address of the account(s) involved
    • the nature of your relationship with the Commission (short-term contract, permanent contract, seconded national expert, service provider, external user)
    • how you are accessing the application (including its URL, which should be different from the EU Login URL)
    • the source of the URL you are using (e-mail, link on website, bookmark, colleague, etc.)
    • a detailed description of the issue
    • if possible, one or more screenshots showing the issue - the address bar showing the webpage accessed and the step immediately before the point where the problem arises
    • any other information that might help us identify the cause of the problem
    From the app, provide the technical details, accessible via:
    • Android:
      • in the menu, choose "Settings"
      • tap on "About this app"
      • tap on "Send technical information about this device", which should open an e-mail app with the required technical information
    • iOS:
      • in the menu, choose "Settings"
      • tap on the "gear" icon in the top righthand corner
      • tap on "Send technical information", which should open an e-mail app with the required technical information.

    When opening this ticket, you will be assigned a reference number enabling your request to be tracked.

    If you send an e-mail to follow up an existing incident, please give the incident reference ('IM00xxxxxxxx') in the subject line.

    I work for the European Commission
    To register an incident, contact the EC IT Helpdesk (EC working days: 7 am — 8 pm CET):
    • incident registration in My IT Support (available 24/7)
    • internal phone 77777
    • phone BXL +32 229 77777 or LUX +352 4301 77777 if you are not in the office
    • e-mail EC-HELPDESK-IT@ec.europa.eu
    I work for other EU Institutions
    To register an incident, contact the EC Central Helpdesk (EC working days: 7 am — 8 pm CET):
    I am external to the European Institutions
    To register an incident, contact the EC External EU Login Helpdesk (EC working days: 7 am — 7 pm CET):