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FAQs

  • How do I use Permanent Cl@ve?

    Acordeón de How do I use Permanent Cl@ve?

    In order to use Permanent Cl@ve, you must follow the steps below:

    • Carry out the registration procedure for Cl@ve, to obtain an Activation Code.
    • Access the username activation service you will find on the Social Security site or the security electronic office under the section Password Management, and fill in the following user data: DNI/NIE, E-mail, Activation Code).
    • You will receive on the phone number you provided for registration a numerical verification code (One Time Password, OTP), which you must enter to continue with the process for username activation.
    • If all data entered are correct, you will be required to write the password you want, provided it complies with the password policy set out in the remarks section of the site.
    • Once all the procedures have been carried out, you may start using the services which can be accessed through the Permanent Cl@ve authentication.
  • What do I need to activate my Permanent Cl@ve username?

    Acordeón de What do I need to activate my Permanent Cl@ve username?

    In order to activate your Permanent Cl@ve username, you will be requested to provide your DNI/NIE number, the activation code provided after registration, as well as the email address you provided for registration. You must also have the telephone number you provided for registration available; an SMS will be sent to said number, with your numerical verification code (OTP) which you must enter to set the password you want and complete the activation process of your Permanent Cl@ve username.

  • How do I choose my password? Requisites to register my password

    Acordeón de How do I choose my password? Requisites to register my password

    Any password must meet certain requisites. Said requisites are:

    • At least 8 characters in length.
    • It must contain at least one character from at least three of the following groups: lower case letters, upper case letters, digits and special characters(¡!$?%&#@/\()=¿?*[];,:._<>+-).
    • If the length of the password is equal to or exceeds 16 characters, there will be no restrictions regarding the type of characters to be used.
    • It must not contain your name, surnames or DNI/NIE.
  • How do I use my Permanent Cl@ve username/password?

    Acordeón de How do I use my Permanent Cl@ve username/password?

    To use the Permanent Cl@ve username/password, you must first access an electronic administration service which allows authentication using Permanent Cl@ve. Said service will redirect you to a Cl@ve screen on which you will be able to select the option Permanent Cl@ve. In turn, you will be redirected to another screen on which your username and password will be requested. If authentication is correct, you will be granted access to the service.

  • When should I expect an SMS?

    Acordeón de When should I expect an SMS?

    Username activation and password management service may send via SMS a verification numerical code (One Time Password, OTP) 

    Username activation and password recovery service will request the verification code to validate the username authentication. 

    Password change and username cancellation service will request said code to confirm the operation, that is, to terminate the service.

  • I did not receive an SMS, what do I do?

    Acordeón de I did not receive an SMS, what do I do?

    Please check the following events:

    • If you are already using a multiSIM card, SMS will be sent to the main number and not to the secondary numbers. Check that you are registered in your mobile device under the correct number.
    • Check with your operator whether the option to send/receive SMS from special numbers has been restricted.
    • The problem could be related to the configuration of your mobile device. Please, try inserting your SMS card into a different terminal. (in 90% of cases, when trying a different telephone, all SMS pending delivery have been received).
  • I forgot my username and/or password, how do I recover them?

    Acordeón de I forgot my username and/or password, how do I recover them?

    The username cannot be forgotten; it will always be your DNI/NIE.

    If you forgot your password, you may set a new one, provided you keep your activation code. To do so, you must access the forgotten password service(Abre en nueva ventana) , then follow the steps set out there.

  • I want to change my user and/or password, how should I proceed?

    Acordeón de I want to change my user and/or password, how should I proceed?

    You cannot change your username, since it will always be your DNI/NIE.

    To change your password, you must authenticate in the password change service and follow the steps set out in such service.

  • To activate my username, I am requested to provide my activation code, but I also have to answer a security question. Why?

    Acordeón de To activate my username, I am requested to provide my activation code, but I also have to answer a security question. Why?

    The security password is used to avoid malicious attacks using bots, thus avoiding registrations of real users by brute-force attacks carried out by other people.

  • I have already registered and I have an activation code, but every time I try to activate my username I get the following message: "User not registered"

    Acordeón de I have already registered and I have an activation code, but every time I try to activate my username I get the following message: "User not registered"

    Communication issues may lead to the data provided in the registry being not available yet for the activation of their username. Please, try to access the Username Activation service again in 24 hours. If you have problems again, please contact us by any of the following means:

  • I already have an username/password provided by the Your Social Security site or by the Social Security office. Can I access electronic services provided by other administrations using said username/password?

    Acordeón de I already have an username/password provided by the Your Social Security site or by the Social Security office. Can I access electronic services provided by other administrations using said username/password?

    It is important to know how you registered, if it was done at a Social Security office or at another Cl@ve registration office. Only those users registered at Cl@ve offices may carry out said transactions. 

    However, all users registered with Social Security who are not registered in Cl@ve will have the opportunity to migrate to Cl@ve when they authenticate for services provided by the Social Security or when accessing the Your Social Security site.

  • I am accessing a Social Security service with an username/password (for example, Your Social Security site) and I was offered to join Cl@ve. Why?

    Acordeón de I am accessing a Social Security service with an username/password (for example, Your Social Security site) and I was offered to join Cl@ve. Why?

    This means you registered with the Social Security before Cl@ve was created; therefore, you have not consented to have the data you registered in the Social Security used with Cl@ve. In order to continue using all the services available in Cl@ve, you must join said platform by means of the migration process set out.

  • Up until now, I used to access the Your Social Security site or certain services of the Social Security site using an username/password provided by the Social Security administration. Now the Cl@ve logo appears. Why?

    Acordeón de Up until now, I used to access the Your Social Security site or certain services of the Social Security site using an username/password provided by the Social Security administration. Now the Cl@ve logo appears. Why?

    The Cl@ve logo appears to indicate that the Your Social Security site is accessible to Cl@ve users, as well as to Social Security users.

  • Now that I can access certain services of the Social Security office with the Permanent Cl@ve identification/authentication service, why can't I access with the PIN Cl@ve service?

    Acordeón de Now that I can access certain services of the Social Security office with the Permanent Cl@ve identification/authentication service, why can't I access with the PIN Cl@ve service?

    The Social Security services are for the moment only accessible with Permanent Cl@ve, as long as it is not included as service provider in Cl@ve.

  • I cannot solve my problem and I need additional assistance

    Acordeón de I cannot solve my problem and I need additional assistance

    In case you need additional help to use the Cl@ve system, you may obtain it by the following means: