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FAQs

  • On the Cl@ve screen for selecting the identification method, I cannot select all the options, why?

    Acordeón de On the Cl@ve screen for selecting the identification method, I cannot select all the options, why?

    Depending on the characteristics of the service you wish to access, certain identification methods may not be available.

    This is because the security level required for accessing this service is higher than the one this identification method can provide (for example, because the service deals with specially protected personal data).

  • When I use the permanent Cl@ve, sometimes I am required to enter the key sent by SMS and other times I am not. Why?

    Acordeón de When I use the permanent Cl@ve, sometimes I am required to enter the key sent by SMS and other times I am not. Why?

    The permanent Cl@ve system offers two use patterns: regular and reinforced.

    For the regular use pattern, only the username and password are required.

    However, some services dealing with more complex or sensitive transactions or information require a security level which is higher than the one provided by regular use. To access said services the reinforced patterns must be used, and identification is made by means of username and password with the key received on the phone.

  • The error message "Certificate provided is not valid" appears

    Acordeón de The error message "Certificate provided is not valid" appears

    In order to use Cl@ve with a digital certificate, said certificate must be a recognised natural person or civil servant certificate, included on the "List of certification service providers" (TSL) by the Ministry of Industry, Energy and Tourism

  • I forgot my password for permanent Cl@ve, what can I do?

    Acordeón de I forgot my password for permanent Cl@ve, what can I do?

    If you forgot your password or if it gets blocked after exceeding the maximum number of failed attempts, you may set a new password provided you keep the activation code. To do so, you must access the forgotten password service , then follow the steps set out there.  

    In case you do not keep your activation code, you may obtain a new one by registering again 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: