Frequently asked questions about the signature service

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How does the signature application work?

HOW CAN I SIGN A DOCUMENT? (DEMO)

WHY DO I NEED MY BELGIAN eID OR MY FOREIGN NATIONAL IDENTITY CARD TO SIGN?

The Belgian eID is the electronic identity card for Belgians and allows you to:

  • identify yourself (prove your identity, nationality, age, etc.);
  • authenticate yourself (prove your identity, nationality, age, etc. electronically);

With the Belgian eID card and the foreign national identity card, you can also sign electronically as an adult. An electronic signature has the same legal value as a handwritten signature.

More information on the electronic identity card can be found on this website: Dutch version and French version.

I DO NOT WANT TO SIGN A DOCUMENT.

It is possible to refuse to sign a document. If so, you choose the button ‘refuse’ instead of ‘sign’. The requesting party is then notified of the refusal.

IN WHICH BROWSERS DOES THE SIGNATURE SERVICE WORK?

The most common browsers are supported:

  • Edge
  • Firefox
  • Google Chrome
  • Opera
  • Safari (from version 12)

WHICH OPERATING SYSTEMS (OS) are compatible with THE SIGNATURE SERVICE?

The most common systems are supported::

  • Linux
  • Mac
  • Windows

BeIDconnect information

WHY DO I NEED TO INSTALL A BEIDCONNECT EXTENSION?

You can open the signature application in your preferred browser (Edge, Google Chrome, Firefox, Safari). However, each type of browser has its own specific technical characteristics and, in order to be able to use the BeIDConnect software function optimally, you will need to install an extension for each browser. You can find the extension in your browser's web store.

HOW CAN I INSTALL the BEIDCONNECT EXTENSION?

WHY DO I NEED TO INSTALL A BEIDCONNECT EXTENSION SEVERAL TIMES?

You can open the signature application in your preferred browser (Edge, Google Chrome, Firefox, Safari). However, each type of browser has its own specific technical characteristics and, in order to be able to use the BeIDConnect software function optimally, you will need to install an extension for each browser. You can find the extension in your browser's web store.

Do you use several browsers? Then you will need to install the extension several times, because the extension is bound to your browser and not to your computer.

WHY AM I GETTING A MESSAGE THAT MY ORGANISATION WILL NOT ALLOW ME TO DOWNLOAD THE EXTENSION?

You can open the signature application in your preferred browser (Edge, Google Chrome, Firefox, Safari). However, each type of browser has its own specific technical characteristics and, in order to be able to use the BeIDConnect software function optimally, you will need to install an extension for each browser. You can find the extension in your browser's web store. For Google Chrome, this is via the Chrome store; for Firefox, via Add-ons; and Edge uses the Chrome Web Store too.

Some organisations do not allow an extension for Edge to be retrieved from the Google Chrome store. In that case, it is best to contact your IT department to get permission for this specific extension.

Another solution is to use Firefox for this test. There, the extension is installed via the Firefox Add-on.

Currently, the BeIDConnect extension is not yet in the Edge store. Including the BeIDConnect extension in the Edge store as well is under investigation.

I GET A MESSAGE THAT I NEED TO INSTALL THE BEIDCONNECT SOFTWARE.

This signature application requires the BeIDConnect software to be installed. This software ensures that the signature application on your computer can make a secure connection with your card reader and eID.

You can download the software here.

HOW CAN I INSTALL THE BEIDCONNECT SOFTWARE?

You can easily install the software by clicking on the install button. Accept the software license and the software will be installed automatically. If the signature service does not pick up the installation right away, you can use a manual button to confirm that the installation succeeded. 

You can download the software here.

If you are not installing the software on your personal computer, it is possible that the software can only be downloaded with the permission of the system administrators at your organisation. Contact your IT service to install the software.

I GET THE MESSAGE ‘THE INSTALLED VERSION OF BEIDCONNECT IS NOT UP-TO-DATE’.

This signature application requires the BeIDConnect software to be installed. The signature application automatically checks which version of the software is active on your computer. If this version is outdated, you will get a message that the software needs an update. Then click the button to download the software again. 

I get the message that BeIDConnect software can/should be uninstalled?

To be able to use the signing service correctly, you need to download and then install the BeIDConnect software. Installation is possible after accepting the software licence. However, some users suddenly get the option to uninstall the software after the download and not the expected license proposal. The reason for this request can be:

  • The software was already downloaded but the installation was not completed.
  • The software was already downloaded but the file ended up in quarantine/spam (due to virus scanner).
  • The software was already downloaded and installed, but the installation file was quarantined/spammed (by virus scanner).

You can solve this issue by:

  • Search in your quarantine/spam for the download or installation file and release it (search for 'BeIDConnect').
  • Go to your Downloads and uninstall and remove all BeIDConnects downloads.

I GET THE MESSAGE ‘NO EID CARD FOUND’ or 'Please insert your eID card'

You can only sign if your eID card is correctly connected. The BeIDConnect (extension) must be installed and your eID must be inserted into the card reader for a proper connection. Are you getting the message ‘no eID card found’?

  • Check whether your eID has been inserted.
  • Check that your eID has been inserted correctly (note: as of April 2021, there are updated eID cards. There, the chip is on the other side of the card!).
  • Check whether your card reader has been inserted correctly.

If this does not help, then contact the service that asked you to sign or submit the document. When reporting, be sure to indicate whether you can log in to other applications with your eID.

I GET A MESSAGE THAT MULTIPLE VALID CERTIFICATES WERE FOUND.

Your eID card contains a certificate that makes it possible to sign documents in your name. If you share your computer with several people, or you sometimes sign on behalf of your organisation too, your computer may be trusted with several certificates. You therefore need to explicitly confirm which person/certificate should sign.

If you choose the certificate that is not linked to your eID and PIN, you will receive an error message when you enter your PIN. This means you cannot sign on behalf of an incorrect certificate.

I GET THE MESSAGE ‘THE CERTIFICATE CHAIN IS INCOMPLETE’.

Your eID card contains a certificate that makes it possible to sign documents in your name. This certificate does not seem to be fully present on your eID (anymore). Contact your municipality or embassy.

I GET THE MESSAGE ‘THE CERTIFICATE HAS BEEN REVOKED’.

Your eID card contains a certificate that makes it possible to sign documents in your name. The signing certificate on your eID no longer appears to be valid. Contact your municipality or embassy.

I GET THE MESSAGE ‘NO SIGNING CERTIFICATE PROVIDED’.

Your eID card contains a certificate that makes it possible to sign documents in your name. No signing certificate was found on your eID. Contact your municipality or embassy.

I GET THE MESSAGE ‘THE APPLICATION DOES NOT SUPPORT THIS TYPE OF CARD READER’.

You can only sign if your eID card is correctly connected. The BeIDConnect (extension) must be installed and your eID must be inserted into the card reader for a proper connection. Your card reader must be a CCID reader. 

SIGNATURE / PIN CODE PROBLEMS

I CLICKED THE LINK TO SIGN, BUT NO DOCUMENT APPEARED.

The signature service has not received the document properly. Contact the service that asked you to sign or submit the document. When reporting, always include the address/URL where you are trying to sign the document. Based on this information, we can better check what might be going wrong for you. Example d’URL.

I CANNOT CLICK THE ‘SIGN’ BUTTON.

You can only click the ‘Sign’ button if your eID card is connected. The BeIDConnect (extension) must be installed and your eID must be inserted into the card reader for a proper connection.

I DID NOT ENTER MY PIN AT THE END. HAS THE DOCUMENT NOW BEEN SIGNED?

The document will be signed after entering and sending the PIN code. If you have not entered the PIN code, the document has not been signed.

I CAN ONLY ENTER ONE DIGIT OF MY PIN CODE, THEN THE INPUT FIELD FREEZES.

The Signature Service has been informed by some Google Chrome users that the PIN field only allows one digit and then freezes. 

The cause is the automatic translation of the signature page by the Google Translate module of Google Chrome. For example, users visit the page (un) consciously in French and ask Chrome to translate to English.

There are several solutions::

  • Deactivate Google Chrome's automatic translation of pages.
  • Click on your preferred language in the menu and do not let Google Chrome automatically translate the page.
  • Use another browser. Please note that you need to activate the BeIDConnect extension per browser.

I GET A MESSAGE THAT MY PIN IS INCORRECT.

When you received your eID, you were also sent a PIN code. This PIN number is known only to you. The signature app can see whether the PIN is correct, but cannot provide any feedback on what is wrong with the PIN entered.

More information on your PIN code: https://eid.belgium.be/en/about-eid-card

MY PIN CODE HAS BEEN BLOCKED.

You can find out how to reactivate your PIN code here: https://eid.belgium.be/en/about-eid-card

CAN I KEEP MY SIGNED DOCUMENT MYSELF?

If the requesting service that sends you the document to be signed allows you to download documents to be signed, the ‘I want to download the document’ option will appear. Once you select this option, the signed document will be downloaded automatically after signing. This video shows how to activate the option and download the document.

WHERE CAN I FIND MY DOWNLOADED DOCUMENT?

The web browser you use for signing will determine where a file is saved. Most browsers will save a file in a Downloads folder under your user profile on the computer. This video shows how to activate the option and download the document.

Can you not find the file right away? You can often find downloaded files in the browser. These are the steps:

Edge: click on the icon  above the settings on the rightand choose the ‘Downloads’ option.

Firefox: click on the icon   in the upper rightand choose ‘Downloads’.

Google Chrome: click on the icon  in the top right of the menuand choose ‘Downloads’.

Safari: open the browser's downloads list in the top right via  .

Meaning of error messages

I GET THE MESSAGE ‘NO TOKEN FOUND’.

This message can have several causes, but usually occurs when there is too much time between steps. If you leave too much time between reading the document, clicking on the ‘Sign’ button and finally entering the PIN code, your token expires and you will no longer be able to sign in that session. Restart the session to be able to sign.

I GET THE MESSAGE ‘FAILED TO FETCH DATA TO SIGN’.

An error has occurred while retrieving the document for you to sign. It may be that the connection was lost for a while and that you can continue smoothly in a new attempt. So do be sure to try again.

If this error message continues to appear, there is a systematic error and you should contact the service that asked you to sign or submit the document. When reporting, always include the address/URL where you are trying to sign the document. Based on this information, we can better check what might be going wrong for you. Example URL.

I GET THE MESSAGE ‘A TECHNICAL ERROR HAS OCCURRED, THE DOCUMENT IS NOT PRESENT’.

The signature service is trying to retrieve the document for you to sign, but is not receiving it. We suggest that you try again.

If this error message continues to appear, there is a systematic error and you should contact the service that asked you to sign or submit the document. When reporting, always include the address/URL where you are trying to sign the document. Based on this information, we can better check what might be going wrong for you. Example URL.

I GET THE MESSAGE ‘FAILED TO SIGN THE DOCUMENT’.

An error has occurred while processing your signature. It may be that the connection was lost for a while and that you can continue smoothly in a new attempt. So do be sure to try again.

If this error message continues to appear, there is a systematic error and you should contact the service that asked you to sign or submit the document. When reporting, always include the address/URL where you are trying to sign the document. Based on this information, we can better check what might be going wrong for you. Example URL.

I GET THE MESSAGE ‘SIGNING DATE OUT OF BOUNDS’.

When you sign a document, not only is your consent stored, but also the time. This way, you can be sure that the signed document is indeed the one you saw online.

This date is automatically transferred from your computer. If the date received by the signature service is significantly different from the date received by the server, this error message will appear. This means your computer cannot report that you are signing a document at 10:45am when, according to the official clock, it is 11:15am. One cause of this may be that the clock on your computer was once manually adjusted.

Information for developers

WHERE CAN I FIND TECHNICAL INFORMATION?

All the up-to-date technical information can be found in this document, as well as the locations of the codes: https://dtservices.bosa.be/nl/downloads/technical-documentation-fts

Error message during installation of BeIDconnect software

If the organisation requires an installation by admins, this can be done in various ways. It is recommended to use the special installation package 'beidconnect_en.msi' for sysadmins. More info on this package.

A different approach by admins is possible, but due to the local organisation and configuration, no support can be provided by BOSA DG. A tip: often such installations only go smoothly after opening the CMD as administrator.

HOW DO I INSTALL THE BEIDCONNECT SOFTWARE (USING A PACKAGE)?

A ‘beidconnect.msi’ installation package is available for sysadmins. This package can be pushed out to internal users. You can find the package here: https://eid.belgium.be/en/download/beidconnect (external link)

Extra: https://dtservices.bosa.be/en/faq/installation-beidconnect-remote-desktop-or-terminal-server-clients

WHY REINSTALL THE BEIDCONNECT SOFTWARE AFTER AN UPDATE?

FPS BOSA sporadically releases updates to the BeIDConnect software. End users are invited to take up the new version as soon as it is available. The signature service will automatically notify end users of the necessary update.

End users cannot perform this update themselves if the IT departments manage software installations.

Update instructions for the administrator:

  1. Delete the old version.
  2. Install the new version. The latest version of the admin installer is available here https://eid.belgium.be/en/download/beidconnect.

IS THE BEIDCONNECT EXTENSION IN THE INSTALLATION PACKAGE?

The extension is not part of the installation package. This is because installing the extension from the package is not possible without explicit consent from the end user (situation for Google Chrome). For many end users, the request for consent will come without any context and they may not accept it, or accept it properly. The result is that the extension is installed, but not activated, and therefore cannot be used by the signing service.

Of course, it is possible to install the extension from within the organisation in the employees' standard browsers, but not via the package.

HOW CAN I RETRIEVE WHICH DOCUMENT AN END USER TRIED TO SIGN?

Each document to be signed generates a unique URL. This URL contains the token for the specific document. This token allows you to check in detail why things went wrong for a signer in the event of an error message. When reporting an error or requesting support with signing, it is therefore best to include this URL. An example of a URL:

https://sign.fts.bosa.belgium.be/sign/eyJraWQiOiJjZTRfN1BiRXc4VHAiLCJlbmMiOiJBMTI4Q0JDLUhTMjU2IiwiYWxnIjoiZGlyIn0..lryVhMiIkRKfUcTVeinGAg.SxK90aSSy0xOT8I5zAQ6Z_0LN9PH__NCSAPqUsLULZL1zIFI35fcaGoLICv4Fg8qZWi_0BXGFMCnGi9DKbxC_rQorgooHtd_r3C2d7WacSpGdPsj9gW-HGZ2p4Q9Eujjh7pYng_0j_3LpK0cpbsThOzPwCQsBMKT9Syqp2W5zJxX1tw8Sso3Qpp_wL7Vi5HH875Wx8SsWvrlOYa4WGPrN36eRXYpYcZQgXj6xwGds3OwaXzG59Nd9OIqgPmnbRPDH1ti8Hzz-09HrzeIPHqQmBWMXuqHIwBZoIG3R6WBPH91EMkHGCcdVr2HJfzmBPao-6y0eQivx5UHWLCKqXx-OGZlNzvBOh3DTfPSULR1lKc.HoDBrY66yB4lMxeHaHqv7A