Smart-ID. FAQ | Luminor


General information on the means of authentication

Where to use Smart-ID?

Smart-ID can be used to log in to Luminor|DNB Internet-bank and mobile bank, confirm payments and get access to the third party e-service providers, if possible by Luminor authentication.

Can I use the code card or GO3 calculator after 11th September?

No, as logging in to Internet-bank by the code card or GO3 calculator as well as verification of card transactions by using a one-off SMS code was supported by midnight on 10th September. By then there also was a possibility to download the Smart-ID remotely.

As from 11th September downloading of Smart-ID and purchase of the code calculator is only possible at any of customer service centres.

If you have an eSignature, you can install Smart-ID yourself. Find out more and follow the instructions here.

 

Why the use of code cards/ GO 3 code calculator was discontinued?

Changes are introduced due to more stringent requirements of the European Union re customers’ digital authentication to protect them from fraud.

How to make Internet-bank payments and confirm purchases online after 11th September?

You will need the code calculator that can be purchased at our customer service centres. See the price in our Pricelist.

What code calculator can be used?

Digipass 270

What to do if I am abroad or Luminor customer service centre is not accessible to me?

You can use your payment card like before to pay for purchases at stores or withdraw cash at ATMs.

However, currently the new Digipass 270 code calculator can only be purchased at our customer service centres.  

If you have an eSignature, you can install Smart-ID yourself. Find out more and follow the instructions here.

Can I use several means of authentication at the same time?

Yes. For example, you can purchase the code calculator and activate Smart-ID as the second means of authentication.

What would you recommend if I have a smartphone?

Start using Smart-ID – a secure, convenient and fast means of online identification.

Upon the first use of Smart-ID you will need the code calculator. It can be purchased at customer service centres.

If you have an eSignature, you can install Smart-ID yourself. Find out more and follow the instructions here.

What are the benefits of Smart-ID?

Your smartphone is always with you. It means that you can access your Internet-bank and mobile bank any time, make payments and other transactions by a few taps.

It is easy in use. All you need is to create two passwords – one to log in and another one to make payments/confirm your actions.

What will happen to my Internet-bank limits after I start using Smart-ID?

Your Internet-bank limits will remain unchanged regardless of the means of authentication. Limits are accessible here.

What would you recommend to a customer who holds no smartphone?

If you hold no smartphone you can purchase Digipass 270 code calculator at any of our customer service centres. See prices in the Pricelist.

What means of authentication are accessible to children?

Smart-ID and Digipass 270 code calculators are accessible to children from the age of 7 forward.


Smart-ID registration

Do I have to visit the customer service centre to start using Smart-ID?

Yes, as the first logging in requires authentication by code calculator, which can be purchased at customer service centres.

If you have an eSignature, you can install Smart-ID yourself. Find out more and follow the instructions here.

What mobile platforms support Smart-ID?

Smart-ID application is compatible with devices that use iOS and Android operating systems.

How to register Smart-ID?

You can obtain Smart-ID through Luminor means of authentication providing that you have national ID, i.e. you are either the citizen of Latvia or holder of a residence permit. 

I downloaded and installed the application – what to do next?

You must register Smart-ID by using the code calculator provided by Luminor.

After entering the Smart-ID application you will be asked to select two PIN codes: PIN1 and PIN2. After the account registration you will be ready to use Smart-ID.

Can I give up the code calculator after obtaining the Smart-ID?

You will need the code calculator; therefore do not rush to discard it. Upon the first Smart-ID session the system will ask you to confirm your identity by code calculator provided by Luminor. Also in case of repeated Smart-ID registration (e.g. if using another device), you will need the code calculator to complete the registration process.

Can I have several Smart-ID accounts on several devices?

Yes, the number of devices is unlimited. You will just need to download and install the Smart-ID application and register a new Smart-ID account on each device.


Use of Smart-ID

How much does the use of Smart-ID cost?

Downloading and use of the Smart-ID application is free of charge. Smart-ID transactions are covered by companies that offer to you their e-services relating to logging in and generation of e-signatures. 

How to first log in by Smart-ID?

To log in by Smart-ID you will need to enter the user’s ID, select Smart-ID authentication tool, initiate the logging in procedure, open the Smart-ID application on your smartphone and approve logging in by PIN1 code.

If you are using Smart-ID for the very first time you will need to activate the Smart-ID on your Internet-bank account. Likewise you will need to confirm the login by another means of authentication provided by Luminor, i.e. the code calculator. After successful completion of the procedure you won’t be required to enter the verification any more, as your Smart-ID will be activated.

How to log in to Internet-bank by Smart-ID?

You will be asked to enter the user’s ID, select the Smart-ID authentication tool, initiate the logging in procedure, open the Smart-ID application on your smartphone and approve logging in by PIN1 code. After successful entering of PIN1 code, logging in will be completed.

Why do I have to activate Smart-ID during logging in?

You will need to confirm logging in by another means of authentication that are at your disposal upon using Smart-ID to first log in to Luminor Internet-bank or mobile bank. The additional step is required to verify your identity just once, thus enabling you to use your Smart-ID further on without any additional activation steps.

How to confirm an Internet-bank transaction?

When selecting the confirmation of the transaction in Internet-bank, open Smart-ID mobile application and enter your PIN2 code. After successful entering of the code your transaction will be confirmed.

Why do I need 2 PIN codes to use Smart-ID?

Smart-ID is using two different PIN codes:

  • PIN1 is used to get access to e-services and one’s own accounts, e.g. the bank account;
  • PIN2 is needed to sign your transactions electronically, e.g. to complete a bank transaction or sign a document.

Do I need an internet connection to use Smart-ID?

Smart-ID requires an internet connection to get access to the e-service; therefore you will need either an accessible internet connection or WiFi.

What data volume is Smart-ID consuming?

Data volume for a single Smart-ID transaction is quite small, some 5 kb on average.


Troubleshooting/assistance (lost telephone, change of device, security, etc.)

My phone was stolen or lost – what to do?

You must delete your Smart-ID account. To do so:

  • Contact the Smart-ID customer service (by calling +371 6766 5001) and ask to delete your account, or
  • Enter the Smart-ID self-service portal to delete your account. You can access the portal by Latvian ID card. If you have several active Smart-ID accounts on several smart devices you can log in to the self-service portal by using another Smart-ID device.
  • Generate a new Smart-ID account on the new device by using Digipass 270 code calculator or eSignature.

I have forgotten my PIN codes

After entering a wrong PIN code for three times in succession, Smart-ID will be blocked for three hours.

In three hours you can try again. Should the wrong PIN code be entered again three times in succession, Smart-ID application will be blocked for 24 hours.

After expiry of 24 hours you can try to enter your PIN once again. In case of repeated entering of a wrong PIN code three times in a row the account be blocked for good so that it must be deleted and created anew.

I have bought a new telephone. How to move Smart-ID?

Do not delete your Smart-ID application from the old phone. Download the Smart-ID application to your new telephone and register a new account. Confirm your identification during registration the new Smart-ID by your current Smart-ID, which is activated in your old phone. To log in to your new Internet-bank by Smart-ID for the very first time, you will need to confirm your identity by the code from DP260/270 code calculator.

If you are not going to use your old phone any more delete the old Smart-ID certificate on Smart-ID self-service portal or by calling the Smart-ID customer service centre (+371 6766 5001).

How to close the Smart-ID account?

Smart-ID can be deleted from every device it is registered on. It can also be done on Smart-ID self-service portal or by calling the Smart-ID customer service centre (+371 6766 5001).

Is the use of Smart-ID safe?

Yes, Smart-ID is a secure solution in authentication and e-signature area. It complies with several security principles:
1) Information that is only known to you – your secret PIN1 and PIN2 codes;
2) Information exclusively held by you - “private keys” on your mobile device to be used for every Smart-ID transaction.
 
Smart-ID codes are not stored on your device and losing your phone does not mean that anybody else might get access to your passwords.
To safely use Smart-ID, abide by the following security provisions:

  • Never disclose your PIN1 and PIN2 codes to anybody;
  • Always check whether you are the initiator of every particular Smart-ID transaction;
  • Check whether the confirmation code that is displayed on the screen of Smart-ID application tallies with that displayed in e-service;
  • Protect your device, use the screensaver and comply with other secure use principles.

I am afraid that somebody could find out my Smart-ID PIN codes. How to replace PIN codes?

Currently replacement of Smart-ID PIN codes is not possible. If there is a chance that somebody might know your Smart-ID PIN codes, delete your Smart-ID account and generate a new one by using different PIN codes.