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 work in a European institution

You're working for a European institution and have questions about your account, initialising your password, using multifactor authentication or anything else?

  • How can I create my EU Login account?

    Your EU Login account should be created automatically by the institution when you join. It can take a few days for the administration to request the creation of your account, but new accounts are set up each night. Please contact the helpdesk of your institution if there's a problem.
  • I received the error message 'You cannot create an account with an e-mail that belongs to an institution'

    You can only create an external EU Login account with an e-mail address that does not belong to a European institution.
  • I no longer have an e-mail address (because I'm on long-term leave). How can I log in?

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

    To add a mobile phone number you must have access to SYSPER2 and either be connected to the EC network or already have a valid second factor linked to your account.
    If this is the case:
    Log on to SYSPER2;
    Select:
    • My personal data
      • Addresses
        • Telecom
    Click on 'Change my private telecoms';
    Enter your mobile phone number(s);
    Set the 'Agreement mobile number' to 'yes' for the phone(s) you want to use during the authentication;
    Click on 'Save'.
    The phone will be able to receive your EU Login one-time password 24 hours after being registered in SYSPER2.
    Otherwise:
    Please contact the helpdesk (see FAQ: I have very recently set a new password, but I can't remember it. What should I do?).
  • How can I change the display language of the EU Login screens?

    The EU Login screens are available in all official EU languages. Use the drop-down menu in order to switch between languages.
  • Why should I add multiple authentication factors?

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

    The addition of another factor will also help you to keep and regain access. In addition, if you lose one authentication factor (e.g. your mobile phone), you will still be able to authenticate with another. If possible, register a mobile phone number, the EU Login Mobile app and a security key (e.g. a YubiKey, Google's Titan Key) or trusted platform (e.g. Windows Hello).

  • I connect with my password and get an error message 'Incorrect password supplied'. What's wrong?

    You might have entered a wrong password. Please try again to login with the correct one. If this doesn't work, you can request a new password ( see FAQ: I have very recently set a new password, but I can't remember it. What should I do? ).
  • I recently changed my password, but my new password is no longer accepted. What can I do?

    Try to connect with another browser. If this fails, the issue is probably linked to your computer setup (cookies, cache);

    Clear your cookies as follows:

    Try again to log in with your current password. Should you still have issues, change your password after these steps ( see FAQ: I have very recently set a new password, but I can't remember it. What should I do? ) and try to connect again.

  • I have very recently set a new password, but I can't remember it. What should I do?

    For security reasons, you have to wait a while before you can change your password again. If you try too early, EU Login will display an error and indicate the time you still have to wait. In urgent cases, please contact the helpdesk for assistance.
  • How can I change/reset my EU Login password?

    • In your browser, navigate to EU Login
    • Enter your e-mail address if you are not currently authenticated and click on 'Next';
    • Click on 'Lost your password?';
    • Enter the captcha code hidden in the image;
    • Click on 'get a password';
    • You will receive a link by e-mail, which you should activate within 24 hours;
    • After clicking on the link, you will be prompted for your new EU Login password and asked to confirm it;
    • Click on 'Submit'.
  • I tried to reset my password but I haven't received the confirmation e-mail to reset it. What can I do?

    Make sure that the e-mail is not in the 'Spam' or 'Junk' folder in your mailbox and try again.
  • Can I merge two EU Login accounts?

    No.
  • I can connect to EU Login, but can't 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 for the application.
  • I have requested an SMS challenge code, but haven't received it. What can I do?

    • Switch your mobile phone off and on again;
    • 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 between each of these steps.
  • How can I add a security key or a trusted platform (TPM)?

    Security keys and trusted platforms (TPMs) are FIDO2-compliant (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 whether your browser is compliant via https://caniuse.com/#search=webauthn

    A security key is generally an external device that can be plugged in via USB (or connected via Bluetooth or NFC) to your computer. A TPM is part of the device you are working on and is most commonly used via Windows Hello.

    Please refer to the EU Login tutorial for more details.

    To add a device to your account:

    • Log on to EU Login and access the 'My Account' details;
    • Click on 'Manage my Security Keys and Trusted Platforms';
    • Click on '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, click on 'Submit' and 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') allows you to sign in once and access multiple websites, reducing the number of times you have to enter your credentials.
  • 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 didn't select the notification option when signing in, you need to log out from EU Login, either by calling up the logout screen or by closing all your browser windows.
  • 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 doesn't affect any website or application for which you are already identified. However, if you try to log on to the application having previously logged out, it will recheck your identity with EU Login and you will have to identify yourself again.
  • How do I logout 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're 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. For 15 minutes, you will not be able to log in or reset your password. Contact support for assistance or wait 15 minutes until the account is unlocked automatically

    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 e-mail 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 can't log in for this reason.
  • I still need help.

    Please contact your local helpdesk 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
    (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 Commission
    To register an incident, contact the EC IT Helpdesk (EC working days: 8 am — 6 pm CET):
    I work for another EU institution
    To register an incident, contact the EC Central Helpdesk (EC working days: 8 am — 6 pm CET):

I don't work for a European institution

You're using EU Login from outside the European institutions to access certain applications and have questions about your account, using the EU Login Mobile app for authentication or anything else?

  • How do I create my EU Login account?

    'External' users register for EU Login by going through the following steps:
    • In your browser, navigate to EU Login;
    • Click on 'Create an account';
    • Complete all mandatory fields (first name, last name, e-mail address, confirm-e-mail and the captcha code hidden in the image. Acknowledge the privacy statement and click 'Create an account';
    • You will receive a link by e-mail, which you should activate within 24 hours;
    • After clicking on the link, you will be prompted for your new EU Login password and 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'.
  • Can I login without creating an EU Login account?

    It is possible to authenticate in EU Login with a social media account (Facebook, Twitter or Google) in order to access European Commission applications without having to create a specific EU Login account. This option is only available for external users and is not enabled for all applications open to the public.
  • I tried to create my account but I have not received the e-mail to confirm the account creation. What should I do?

    You can access your account by requesting a new password (see FAQ: I have very recently set a new password, but I can't remember it. What should I do?).
  • I tried to create my account but I get an error message 'Your e-mail address is already registered'. What should I do?

    This means that you already created an account linked to this e-mail address.
    You can access your account by requesting a new password See (see FAQ: I have very recently set a new password, but I can't remember it. What should I do?)
  • I don't remember my password and no longer have access to the e-mail address linked to my account

    If you don't have access to your old e-mail address and don't remember the password, you won't be able to access this account and will have to create a new one using another e-mail address.
  • How can I change my e-mail address?

    • In your browser, navigate to My account
    • Log in with your e-mail address + password;
    • Click on 'Modify my personal data';
    • Change your e-mail;
    • Click on 'Submit'.
  • When I try to connect with my mobile phone, I get an error message 'Invalid phone number'. What can I do?

    • In your browser, navigate to My account details
    • Log in with your e-mail address + password;
    • Verify under the line 'Mobile phone number(s)' whether your phone number is already linked to your account;
    • If not, follow the EU Login tutorial to add a mobile phone number in your EU Login account;
    • Make sure that you have put 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?

    • In your browser, navigate to My account details
    • Log in with your e-mail address + password;
    • Click on 'My Account';
    • Click on 'Manage my mobile phone numbers';
    • 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 next page indicates: 'The mobile phone number was added successfully';
    • The application will send an SMS with the following text: 'The following mobile phone number was added to your EU Login account + your mobile number'.
  • How can I change the mobile phone number in my EU Login account if I no longer have access to this number?

    • In your browser, navigate to My account details
    • Log in with your e-mail address + password;
    • Click on 'My Account';
    • Click on 'Manage my mobile devices';
    • Click on 'Delete all my devices and eID (PANIC)';
    • Click on 'Delete';
    • You can now follow the EU Login tutorial to add your new mobile phone number.
  • 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.
  • I am working as an interpreter for SCIC and tried to register/change my phone number in SYSPER2, but I can't authenticate with multi-factor authentication

    Register your mobile device:
    • On your mobile device, go to the App Store (or Google Play Store) and install the EU Login mobile app;
    • On your desktop or laptop, navigate to My account
    • Click on 'Manage my mobile devices', then on 'Add a mobile device';
    • Enter a device name, choose a PIN code and click 'Submit';
    • A QR code will be generated based on your input. You will need to scan this with the EU Login mobile app to complete the enrolment;
    • On your mobile device, start the EU Login mobile app. Click 'Initialise', then 'Next'. Aim the built-in QR code scanner to the QR code on your desktop/laptop screen. When the device detects the QR code, it will automatically read it;
    • Enter the personal PIN code you created in step 4 and click on 'Next'. When your PIN code has been verified, click on 'OK';
    • A push notification will be sent to your device to confirm the enrolment. Tap the notification to confirm the enrolment. A message appears on the laptop screen: 'A device has been added'.
    You should then be able to access SYSPER2 with multi-factor authentication.
  • How can I change the display language of the EU Login screens?

    The EU Login screens are available in all official EU languages. Use the drop-down menu in order to switch between languages.
  • Why should I add multiple authentication factors?

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

    The addition of another factor will also help you to keep and regain access. In addition, if you lose one authentication factor (e.g. your mobile phone), you will still be able to authenticate with another. If possible, register a mobile phone number, the EU Login Mobile app and a security key (e.g. a YubiKey, Google's Titan Key) or trusted platform (e.g. Windows Hello).

  • I connect with my password and get an error message 'Incorrect password supplied'. What's wrong?

    You might have entered a wrong password. Please try again to login with the correct one. If this doesn't work, you can request a new password ( see FAQ: I have very recently set a new password, but I can't remember it. What should I do? ).
  • I recently changed my password, but my new password is no longer accepted. What can I do?

    Try to connect with another browser. If this fails, the issue is probably linked to your computer setup (cookies, cache);

    Clear your cookies as follows:

    Try again to log in with your current password. Should you still have issues, change your password after these steps ( see FAQ: I have very recently set a new password, but I can't remember it. What should I do? ) and try to connect again.

  • I have very recently set a new password, but I can't remember it. What should I do?

    For security reasons, you have to wait a while before you can change your password again. If you try too early, EU Login will display an error and indicate the time you still have to wait. In urgent cases, please contact the helpdesk for assistance.
  • How can I change/reset my EU Login password?

    • In your browser, navigate to EU Login
    • Enter your e-mail address if you are not currently authenticated and click on 'Next';
    • Click on 'Lost your password?';
    • Enter the captcha code hidden in the image;
    • Click on 'get a password';
    • You will receive a link by e-mail, which you should activate within 24 hours;
    • After clicking on the link, you will be prompted for your new EU Login password and asked to confirm it;
    • Click on 'Submit'.
  • I tried to reset my password but I haven't received the confirmation e-mail to reset it. What can I do?

    Make sure that the e-mail is not in the 'Spam' or 'Junk' folder in your mailbox and try again.
  • Can I merge two EU Login accounts?

    No.
  • I can connect to EU Login, but can't 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 for the application.
  • I have requested an SMS challenge code, but haven't received it. What can I do?

    • Switch your mobile phone off and on again;
    • 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 between each of these steps.
  • How can I add a security key or a trusted platform (TPM)?

    Security keys and trusted platforms (TPMs) are FIDO2-compliant (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 whether your browser is compliant via https://caniuse.com/#search=webauthn

    A security key is generally an external device that can be plugged in via USB (or connected via Bluetooth or NFC) to your computer. A TPM is part of the device you are working on and is most commonly used via Windows Hello.

    Please refer to the EU Login tutorial for more details.

    To add a device to your account:

    • Log on to EU Login and access the 'My Account' details;
    • Click on 'Manage my Security Keys and Trusted Platforms';
    • Click on '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, click on 'Submit' and 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') allows you to sign in once and access multiple websites, reducing the number of times you have to enter your credentials.
  • 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 didn't select the notification option when signing in, you need to log out from EU Login, either by calling up the logout screen or by closing all your browser windows.
  • 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 doesn't affect any website or application for which you are already identified. However, if you try to log on to the application having previously logged out, it will recheck your identity with EU Login and you will have to identify yourself again.
  • How do I logout 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're 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. For 15 minutes, you will not be able to log in or reset your password. Contact support for assistance or wait 15 minutes until the account is unlocked automatically

    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 e-mail 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 can't log in for this reason.
  • I still need more 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
    (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: 8 am — 7 pm CET):

I've retired from a European institution

You're a Commission pensioner and have questions about your account, initialising your password, using multifactor authentication or anything else?

  • I don't remember my password and no longer have access to the e-mail address linked to my account.

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

    Please refer to the useful links or contact the PMO EU Login Helpdesk (see 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 (see FAQ: I still need help).
  • How can I change the display language of the EU Login screens?

    The EU Login screens are available in all official EU languages. Use the drop-down menu in order to switch between languages.
  • Why should I add multiple authentication factors?

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

    The addition of another factor will also help you to keep and regain access. In addition, if you lose one authentication factor (e.g. your mobile phone), you will still be able to authenticate with another. If possible, register a mobile phone number, the EU Login Mobile app and a security key (e.g. a YubiKey, Google's Titan Key) or trusted platform (e.g. Windows Hello).

  • I connect with my password and get an error message 'Incorrect password supplied'. What's wrong?

    You might have entered a wrong password. Please try again to login with the correct one. If this doesn't work, you can request a new password ( see FAQ: I have very recently set a new password, but I can't remember it. What should I do? ).
  • I recently changed my password, but my new password is no longer accepted. What can I do?

    Try to connect with another browser. If this fails, the issue is probably linked to your computer setup (cookies, cache);

    Clear your cookies as follows:

    Try again to log in with your current password. Should you still have issues, change your password after these steps ( see FAQ: I have very recently set a new password, but I can't remember it. What should I do? ) and try to connect again.

  • I have very recently set a new password, but I can't remember it. What should I do?

    For security reasons, you have to wait a while before you can change your password again. If you try too early, EU Login will display an error and indicate the time you still have to wait. In urgent cases, please contact the helpdesk for assistance.
  • How can I change/reset my EU Login password?

    • In your browser, navigate to EU Login
    • Enter your e-mail address if you are not currently authenticated and click on 'Next';
    • Click on 'Lost your password?';
    • Enter the captcha code hidden in the image;
    • Click on 'get a password';
    • You will receive a link by e-mail, which you should activate within 24 hours;
    • After clicking on the link, you will be prompted for your new EU Login password and asked to confirm it;
    • Click on 'Submit'.
  • I tried to reset my password but I haven't received the confirmation e-mail to reset it. What can I do?

    Make sure that the e-mail is not in the 'Spam' or 'Junk' folder in your mailbox and try again.
  • Can I merge two EU Login accounts?

    No.
  • I can connect to EU Login, but can't 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 for the application.
  • I have requested an SMS challenge code, but haven't received it. What can I do?

    • Switch your mobile phone off and on again;
    • 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 between each of these steps.
  • How can I add a security key or a trusted platform (TPM)?

    Security keys and trusted platforms (TPMs) are FIDO2-compliant (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 whether your browser is compliant via https://caniuse.com/#search=webauthn

    A security key is generally an external device that can be plugged in via USB (or connected via Bluetooth or NFC) to your computer. A TPM is part of the device you are working on and is most commonly used via Windows Hello.

    Please refer to the EU Login tutorial for more details.

    To add a device to your account:

    • Log on to EU Login and access the 'My Account' details;
    • Click on 'Manage my Security Keys and Trusted Platforms';
    • Click on '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, click on 'Submit' and 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') allows you to sign in once and access multiple websites, reducing the number of times you have to enter your credentials.
  • 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 didn't select the notification option when signing in, you need to log out from EU Login, either by calling up the logout screen or by closing all your browser windows.
  • 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 doesn't affect any website or application for which you are already identified. However, if you try to log on to the application having previously logged out, it will recheck your identity with EU Login and you will have to identify yourself again.
  • How do I logout 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're 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. For 15 minutes, you will not be able to log in or reset your password. Contact support for assistance or wait 15 minutes until the account is unlocked automatically

    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 e-mail 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 can't log in for this reason.
  • I still need help

    Please refer to the following useful links:
    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: pmo-eu-login@ec.europa.eu

I'm using the EU Login Mobile app for authenticating purposes

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?

  • Is EU Login available on smartphones/tablets?

    The EU Login Mobile app can be used when accessing a service that requires increased security. It 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. In order to do so, you need a PC in addition to your mobile device.

    Once activated, the EU Login Mobile app offers a variety of login options:

    • EU Login Mobile app PIN code — if the mobile device on which the app is installed has internet connectivity, you can use the 'EU Login Mobile app PIN code' verification method;
    • EU Login Mobile app QR code — if the mobile device on which the app is installed does not have internet connectivity, you can use the 'EU Login Mobile app QR code' verification method;
    • 'On Mobile' authentication — if you are navigating on the mobile device on which the app is installed, you can use the 'On Mobile' verification method.
  • Can I install the app on a second mobile device?

    Yes.
  • Can I use the app for multiple accounts?

    No, the EU Login Mobile app is for a single account on a single device.
  • I have a new device (smartphone/tablet) replacing the one on which the app was installed. What do I need to do?

    Please register the new mobile device:

    • Go to EU Login
    • Authenticate with your EU Login account;
    • Go to 'My Account';
    • Select 'Manage my mobile devices';
    • Select 'Add a mobile device'.

    Install the EU Login Mobile app from the 'Store'.

    Please follow the instructions in My mobile device has been stolen or lost to deregister the old device.

  • How can I remove EU Login from my mobile device?

    Please use the uninstall/remove function on your mobile device.
  • My mobile device has been stolen or lost

    You need to deregister you device:
    • Go to EU Login
    • Authenticate with your EU Login account;
    • Go to 'My Account'
    • Select 'Manage my mobile devices';
    • Select 'Delete a 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 you have an Android device:
      • tap on 'About this app';
      • tap on the three dots at the top right of the screen;
      • tap on 'Forgot PIN code';
    • If you have an Apple device:
      • tap on the wheel at the top right of the screen;
      • tap on 'Forgot PIN code';
    • Enter the password of the selected account (which appearsonthe screen);
    • Enter and confirm a new PIN code;
    • Tap on 'Submit';
    Your PIN code has been changed; you can close the app and connectagain with your mobile device on your EU Login account.
    NB:updating your PIN code will reset the biometric authentication enrolment in the app.
  • I get 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 resolve them:
    • 5001: You are using an older version of the EU Login Mobile app - consider upgrading
    • 5100: This error message is displayed when the app is invoked from a URL that seems to be malformed - try again
    • 5200: You need to complete the device enrolment procedure first
    • 5201: A problem occurred with completing your device enrolment - try again
    • 5202: Unable to process QR code - try again. You scanned an invalid QR code during the enrolment process or the structure of the data in the QR code is not valid
    • 5203: Your mobile device could not be linked to this ECAS account - enter a valid PIN code
    • 5300: This error is displayed if you are trying to scan a QR code, but the device has not completed the enrolment process - complete the enrolment process first
    • 5301: You probably scanned the wrong QR code - try again
    • 5400: Unable to update your PIN code - try again
    • 5900: There seems to be a problem with the connection - try again later
    • 5901: Android only: You should explicitly grant permission to use your device's camera. It may be that you have revoked this permission after enrolling the device. It can be re-enabled in the app settings ('Permissions').
  • How can I change the display language of the EU Login screens?

    The EU Login screens are available in all official EU languages. Use the drop-down menu in order to switch between languages.
  • Why should I add multiple authentication factors?

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

    The addition of another factor will also help you to keep and regain access. In addition, if you lose one authentication factor (e.g. your mobile phone), you will still be able to authenticate with another. If possible, register a mobile phone number, the EU Login Mobile app and a security key (e.g. a YubiKey, Google's Titan Key) or trusted platform (e.g. Windows Hello).

  • I connect with my password and get an error message 'Incorrect password supplied'. What's wrong?

    You might have entered a wrong password. Please try again to login with the correct one. If this doesn't work, you can request a new password ( see FAQ: I have very recently set a new password, but I can't remember it. What should I do? ).
  • I recently changed my password, but my new password is no longer accepted. What can I do?

    Try to connect with another browser. If this fails, the issue is probably linked to your computer setup (cookies, cache);

    Clear your cookies as follows:

    Try again to log in with your current password. Should you still have issues, change your password after these steps ( see FAQ: I have very recently set a new password, but I can't remember it. What should I do? ) and try to connect again.

  • I have very recently set a new password, but I can't remember it. What should I do?

    For security reasons, you have to wait a while before you can change your password again. If you try too early, EU Login will display an error and indicate the time you still have to wait. In urgent cases, please contact the helpdesk for assistance.
  • How can I change/reset my EU Login password?

    • In your browser, navigate to EU Login
    • Enter your e-mail address if you are not currently authenticated and click on 'Next';
    • Click on 'Lost your password?';
    • Enter the captcha code hidden in the image;
    • Click on 'get a password';
    • You will receive a link by e-mail, which you should activate within 24 hours;
    • After clicking on the link, you will be prompted for your new EU Login password and asked to confirm it;
    • Click on 'Submit'.
  • I tried to reset my password but I haven't received the confirmation e-mail to reset it. What can I do?

    Make sure that the e-mail is not in the 'Spam' or 'Junk' folder in your mailbox and try again.
  • Can I merge two EU Login accounts?

    No.
  • I can connect to EU Login, but can't 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 for the application.
  • I have requested an SMS challenge code, but haven't received it. What can I do?

    • Switch your mobile phone off and on again;
    • 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 between each of these steps.
  • How can I add a security key or a trusted platform (TPM)?

    Security keys and trusted platforms (TPMs) are FIDO2-compliant (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 whether your browser is compliant via https://caniuse.com/#search=webauthn

    A security key is generally an external device that can be plugged in via USB (or connected via Bluetooth or NFC) to your computer. A TPM is part of the device you are working on and is most commonly used via Windows Hello.

    Please refer to the EU Login tutorial for more details.

    To add a device to your account:

    • Log on to EU Login and access the 'My Account' details;
    • Click on 'Manage my Security Keys and Trusted Platforms';
    • Click on '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, click on 'Submit' and 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') allows you to sign in once and access multiple websites, reducing the number of times you have to enter your credentials.
  • 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 didn't select the notification option when signing in, you need to log out from EU Login, either by calling up the logout screen or by closing all your browser windows.
  • 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 doesn't affect any website or application for which you are already identified. However, if you try to log on to the application having previously logged out, it will recheck your identity with EU Login and you will have to identify yourself again.
  • How do I logout 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're 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. For 15 minutes, you will not be able to log in or reset your password. Contact support for assistance or wait 15 minutes until the account is unlocked automatically

    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 e-mail 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 can't log in for this reason.
  • I still need more 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, which can be accessed as follows:
    • 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 Commission
    To register an incident, contact the EC IT Helpdesk (EC working days: 8 am — 6 pm CET):
    I work for another EU institution
    To register an incident, contact the EC Central Helpdesk (EC working days: 8 am — 6 pm CET):
    I don't work for a European institution
    To register an incident, contact the EC External EU Login Helpdesk (EC working days: 8 am — 7 pm CET):