Issues with logging onto the e-Boks App

If you experience any issues regarding logging onto the e-Boks app, you can try some of solutions that are proposed below.

Table of contents:

1. General solution to login issues

2. "We could not log you on" 

3. "For security reasons, you must protect your device by a password to log into e-Boks"

4. "This page does not work"

5. "Your MitID app does not open"

6. "Challenge code is expired"

7. "A technical error has occurred" / white screen

1. General solution to login issues

it is generally helpful to uninstall the e-Boks app and then reinstall the app. 

To uninstall correctly, you can typically do the following: first, hold a finger for at least 5 seconds on top of the e-Boks app icon in the app overview. Then, 

• Android: a pop-up message appears, where you press "Uninstall". Sometimes, a garbage bin also appears somewhere on the screen, where you can drag the app to the bin with your finger.
• Apple: A minus sign appears around the e-Boks app icon, on which you can click - then an option emerges to select "Remove app" and then select "Delete app"

To reinstall the app, go to your App Store or Google Play and search for the e-Boks app.

Do not worry - Your mail and settings will remain saved, so you can safely delete and reinstall the e-Boks app without losing anything.

When you log in to the app again, you will be asked to log in as if it were the first time using MitID, after which you must set a password. For instructions on logging onto the e-Boks app, click here.

2. "We could not log you on"

This message appears if the app believes that the password is incorrect or if the app cannot recognize your fingerprint / facial recognition. The solution to this is to click on "Forgotten password" in the top right corner and enter your password again.

3. "For security reasons, you must protect your device by a password to log into e-Boks"

When this message appears in the e-Boks app, it is because you do not have a passcode (or facial recogition or touch-ID) set for your phone’s lock screen.

This is required, as the app contains sensitive personal information.

Therefore, you need to go to your phone’s settings and create a code for the "lock screen".

4. "This page does not work"

When logging into the app with MitID as an Android user, some users receive the error message: "This page isn’t working. Contact the website owner if the problem continues."

This message appears if the app is not updated, so we recommend checking whether this is the case. This can be checked in the Google Play Store.

If the update has not helped, it may be because the phone’s default browser is Firefox or Microsoft Edge.

The solution to this problem is to change the phone’s default browser to Google Chrome.

Here is a guide on how to change the default browser on Android:

Note: The exact settings and menu items may vary depending on your device’s manufacturer and model. The following guide describes the general steps.

1. Go to Settings. Open the Settings app on your Android device (typically represented by a gear icon).
2. Find App Settings. Find and tap Apps (or Applications / Apps and Notifications).
3. Open Default Apps. Tap Choose default apps (usually at the top of the screen or under a section such as General, Advanced, or under the more menu represented by three dots/lines).
4. Select Default Browser. Find and tap Browser app (or Web browser), after which you will see a list of installed browsers on your device.
5. Change Default Browser. Find and tap Google Chrome (recommended) as your new default browser.

Note: At the start, it is important that Chrome is used as the default browser on the phone. However, if you prefer your previous default browser over Chrome, you can later return to the settings and switch back to your preferred default browser.

5. "Your MitID app does not open"

If you are experiencing the error message above, it may be because you have not gone into the settings on your phone and allowed MitID app and e-Boks app to open links.

Below is a guide on how to allow your device to open links in the e-Boks app and MitID. Note: The exact settings and menu items may vary depending on your phone and model. The following guide describes the general steps:

1. Go to Settings. Open "Settings" on your Android device (typically represented by a gear icon)
2. Find "Apps". Find and tap Apps (or Applications / Apps and Notifications)
3. Find e-Boks / MitID on the list. Tap e-Boks / MitID, respectively.
4. Allow opening links. Tap Set as default and then enable Open supported links. Alternatively, the setting may be called Open supported links or Open links by default. If necessary, choose that the app should always open links.

Sometimes, the error message also appear when no standard browser has been selected. To select the standard browser, you can just follow the instructions under point 4 above. 

6. "Challenge code is expired"

If you encounter the message "challenge code is expired", it is typically because there is a mismatch between the time zone set on your mobile/tablet and the time zone in the e-Boks app. Having an activity log with unambiguous and accurate login timestamps is important to maintain the high level of security, and this is not possible if there is a mismatch in the time zones.

The solution is therefore to change your time zone to the Danish one in the settings on your mobile/tablet. The settings are usually represented by a gear icon.

7. "A technical error has occurred" / white screen

If you encounter the above error message, it may be because you have disabled cookies. When cookies are disabled, certain functions on your device will not work.

Therefore, it helps to (temporarily) enable the collection of cookies in your default browser, even if you are trying to log in via the e-Boks app rather than through the browser. Cookies are the browser’s "memory" of what you do on the internet. 

For iPhones/iPads:

1. Go to Settings
2. Tap "Apps" and select "Safari"
3. Scroll down to "Privacy & Security" (or "Advanced" in older iOS versions)
4. Turn off "Block All Cookies".

For most other tablets and mobile phones (Android):

1. Open Chrome on your tablet or mobile phone.
2. At the top right, tap More and then Settings.
3. Tap Site settings and then Third-party cookies.
4. Select "Allow third-party cookies"

NOTE: If solutions suggested above did not help, please write to our user support via this link: Contact our user support 

To help us assist you as best as possible, please attach a screenshot of the error you are experiencing.