Help

Read the FAQ for information about the Electronic Identity Card, the CIE credentials and how to use them.

Frequent questions

You can activate your CIE credentials (level 1 and 2) immediately after requesting the Municipality or Consulate with the first part of the PUK directly online at the following link.
You can activate the CIE credentials (level 1 and 2) in two different ways:

  • without card reading: you need your tax code, the CIE serial number and the first half of the PUK code. Have you lost your PUK? Find out how to recover it;
  • with Card reading (level 3): in addition to the Card, you must have the PIN code, a smartphone equipped with NFC technology with the CieID app installed or a computer with a smart card reader on which you have installed the CIE software.

If you use the first method, you can activate the CIE credentials (level 1 and 2) only if you have provided at least your mobile phone number to the Municipality or Consulate when requesting the CIE.

For more information on the activation process you can check out the video guide.

If you have lost PUK or even part of it you can recover it through the “PUK Recovery” feature in the CieID app.
Find out how to recover the PUK code: click here.

Remember that you can retrieve your PUK code through the CieID app only if you communicate one of your contact details (email or cell phone) to the municipality when you applied for the CIE. If you did not communicate your contact information or you do not remember it, you can go to any municipality to request a reprint of your PUK code.

For reports regarding the Electronic Identity Card and the CIE Reservation Agenda service, contact:

The assistance service is active from Monday to Friday from 9:00 AM to 4:00 PM and on Saturday from 9:00 AM to 1:00 PM.

In the event of theft/loss of your Electronic Identity Card (CIE), request the blocking of your CIE by contacting the number +39 800098558 and providing the following data:

  • Name and surname
  • Personal tax code
  • Serial number of the CIE, if available
  • Details of the complaint presented to the police
  • City where the complaint was filed

The service is active from Monday to Friday from 8:00 AM to 6:00 PM and on Saturday from 8:00 AM to 2:00 PM and is valid for CIE issued after 4 July 2016.

If you have an electronic identity card issued before July 4th, 2016, you must go to the issuing Municipality after filing a report with the law enforcement.

For Municipalities, it is possible to consult the information and contact methods in the appropriate section.

Your digital identity

My CIE credentials

Level 1 CIE credentials consist of a username and password and allow you to access online services provided by Public Administration and private entities that display the ‘Login with CIE’ button and require level 1 access.
You can choose to use as a username:

  • serial number of Electronic Identity Card,
  • personal tax code,
  • verified email address.

The password is the one you set during the activation phase of your CIE credentials.

Level 2 CIE credentials are composed of Level 1 credentials (username and password) with the addition of a second security factor, which can be either authentication through the CieID app or a temporary code (OTP) sent via SMS to your verified mobile number.

They allow you to access online services provided by Public Administration and private entities that display the ‘Login with CIE’ button and require level 1 or level 2 access.

Level 3 CIE credentials allow you to access online services provided by Public Administration and private entities that display the ‘Login with CIE’ button and require level 1, level 2 or level 3 access.

Level 3 CIE credentials require the use of the Electronic Identity Card (CIE) and a device capable of reading the card’s chip. The device can be your smartphone (if equipped with NFC technology) on which you have installed the CieID app, or a computer with a smart card reader on which you have installed the CIE software. During Level 3 access, you will be prompted to open the app or software, approach your Electronic Identity Card (CIE) to the reader, and enter the PIN code. This is the authentication method that provides the highest level of security.

You can activate your CIE credentials (level 1 and 2) immediately after requesting the Municipality or Consulate with the first part of the PUK directly online at the following link.
You can activate the CIE credentials (level 1 and 2) in two different ways:

  • without card reading: you need your tax code, the CIE serial number and the first half of the PUK code. Have you lost your PUK? Find out how to recover it;
  • with Card reading (level 3): in addition to the Card, you must have the PIN code, a smartphone equipped with NFC technology with the CieID app installed or a computer with a smart card reader on which you have installed the CIE software.

If you use the first method, you can activate the CIE credentials (level 1 and 2) only if you have provided at least your mobile phone number to the Municipality or Consulate when requesting the CIE.

For more information on the activation process you can check out the video guide.

You can access online services with the highest level of security (level 3) from the moment you receive your Electronic Identity Card (CIE). To use them, you need to download the CieID app on your smartphone equipped with an NFC reader and follow the instructions to register your Card: you will need the full PIN (consisting of 8 digits) and your Electronic Identity Card (CIE).
The first half of the PIN can be found in the documentation issued by the municipality or consulate in the municipality when applying for the CIE, you can find the second half in the letter accompanying the Card.

As an alternative to a smartphone with an NFC reader, you can use your computer with a smart card reader and CieID software.

Card cost, security and CIE credentials lifetime

To obtain the Electronic Identity Card, a fee of €16.79 must be paid in addition to fixed fees and secretarial charges, if applicable. The latter are variable and depend on the issuing municipality.

No it’s not. You don’t have to incur any costs to have your digital identity. Unlike other digital identity tools, your CIE is a free service provided by the Italian state and associated with your Electronic Identity Card.

The credentials are linked to the validity of the Card: upon expiry of the card, you will have to request a new document associated with new security codes (PIN and PUK) and CIE level 1 and 2 credentials.

If you were not able to renew your ID card in time before its expiration, you have the option to use the CIE credentials associated with the expired card for an additional 90 days.
The old credentials will be automatically invalidated when:

  • you renew your CIE and receive the new codes and credentials
  • the additional 90 days have expired.

The Electronic Identity Card is the safest and most versatile tool for protecting the physical and digital identity of Italian citizens; it is made with advanced anti-counterfeiting technologies, designed by the Istituto Poligrafico e Zecca dello Stato, making it one of the most secure documents on the European scene. In fact, the digital identity contained in the CIE is recognized in all European states, as it complies with the highest level of security required by the eIDAS Regulation (Reg. EU 910/2014), which defines the standards for digital identification tools within the EU.

For more information see the Characteristics of the CIE.

PIN and PUK codes

What are and where do I find them

The PIN is an 8-digit code associated with the Electronic Identity Card (CIE) that allows you to use it to authenticate with level 3 to online services, or alternatively, to perform operations that require the highest level of security (e.g. electronic signature with CIE, CIE PUK recovery).

You can change it and set a new one directly from the CieID app, through the “Change PIN” function in “Card Management”.

The PUK is an 8-digit code that can be used to reset your PIN in case of loss or, together with your tax code and the serial number of your Card, to activate your level 1 and 2 CIE credentials.

You cannot change it, but you can recover it through the CieID app via the “PUK recovery” function or by going to any Municipality.

The first 4 digits of PIN and PUK codes are contained in the last sheet of paper forms that you received from operator at the end of the request for the issue of Electronic Identity Card, at the municipal counter or consular offices abroad.

The second part of these codes (last 4 digits) is sent with an accompanying letter to an address chosen by you

(domicile, municipality or other address), together with the Electronic Identity Card. Keep the documents containing these numbers carefully: they will allow you to compose the codes in their entirety. To obtain the complete PIN and PUK codes, you will need to join the two halves present in the documents we have given you (receipt form given at the end of registration and cover letter sent with the Card).

How to recover them

If you have lost PIN code or if you have entered it incorrectly more than 3 times, you can set a new PIN code from CieID app: to do this, choose the «Sblocca carta» item from menu, enter the PUK code, and set a new PIN.
Remember that the PIN is a personal code that only you know. Once you change it is stored only on your CIE, and if you don’t remember it, you can change it using the PUK code.

If you have lost PUK or even part of it you can recover it through the “PUK Recovery” feature in the CieID app.
Find out how to recover the PUK code: click here.
Remember that you can retrieve your PUK code through the CieID app only if you communicate one of your contact details (email or cell phone) to the municipality when you applied for the CIE. If you did not communicate your contact information or you do not remember it, you can go to any municipality to request a reprint of your PUK code.

You must use the email or mobile phone number that you communicated when requesting Electronic Identity Card at the municipal desk or consular office or the ones you verified upon activation of your CIE Level 1 and 2 credentials. If you do not remember them, login to the restricted area to retrieve them.

After 10 consecutive incorrect entries of the PUK code, the Electronic Identity Card (CIE) is irreversibly blocked and will not allow you to authenticate to online services; you can still use it as an identity document.

To obtain a new PUK code to change the PIN or activate CIE credentials (level 1 and 2), it is necessary to request the issuance of a new card.

If you haven’t set up a security lock on your smartphone, such as PIN code or biometric recognition, we can’t let you recover the PUK code. Before proceeding, therefore, make sure that you have activated one of the security locks in your smartphone settings.

Temporary code (OTP)

OTP is an acronym that means one-time password, or password to be used only once. This is a security number that will be sent to you via SMS or email, which you will need to use in the PUK code recovery process and credentials CIE activation phase.

For security reasons, the process of retrieving the PUK code of the Electronic Identity Card (CIE), has a duration of 48 hours. During that time, if you have correctly submitted the request and are waiting for the PUK code to be retrieved, you cannot submit a further request.

The layers of your digital identity

How to access your digital identity

These are three different ways in which you can access the Public Administration and private individuals sites (for example, services of interest to citizens such as INPS, Internal Revenue Service, universities etc.) based on the level of security provided by the service itself.
Each access mode has specific characteristics, and depending on the site you need to access, you will be able to use one of three different modes; depending on the service you require, authentication can be through 3 levels of authentication with increasing security:

  • level 1: access through a pair of CIE credentials (username and password),
  • level 2: access through level 1 credentials and a temporary code (OTP),
  • level 3: a smartphone equipped with NFC technology or a PC equipped with an RFID reader is required to read the CIE.

Verification of contacts (e-mail and mobile phone number)

When creating your credentials CIE, we’ll need you verify the mobile phone number you declared when you requested the CIE. When prompted, you’ll need to enter temporary (OTP) code that we will send you via SMS to verify ownership. 

If you have changed your mobile phone number or no longer have one, you can:
– enter the citizen portal www.cartaidentita.it with level 3 and modify it,
or
– go to municipal office closest to you to request the change of contact.

During the creation of credentials, we’ll need you verify the email address you declared when requesting the CIE.
When prompted, you’ll need to enter the temporary (OTP) code that we’ll send you via email to verify ownership. 
If you have changed your email address or you no longer have it, you can:
– enter the citizen portal www.cartaidentita.it with level 3 and modify it,
or
– go to the municipal office closest to you to request the change of contact.

If you have not received it, you can request the sending of a new code using «Invia sms di nuovo» button.
If you have requested the OTP code by email and have not yet received it, we recommend that you check your spam folder, it may have ended up in that folder.

Activation of level 2 credentials with CieID app

If you have chosen to use Level 2 through CieID app, you need to access the app, click on the “Certify Device” button and follow the wizard. Only a few simple steps are required, you need to:

  • enter the CIE level 1 credentials (username and password);
  • enter the temporary OTP code that you will receive via SMS;
  • choose an alphanumeric code associated with the app that we will call code CieID app.

If your device uses biometric recognition, during the process you will be asked if you want to use this security tool instead of the CieID app code; if you choose to use it, you will be able to access online services even more easily and quickly

CieID app

To download CieID app, access Google Play if you have a mobile phone with an Android operating system or go to App Store if you have a smartphone with iOS operating system. The application is available for smartphones with Android 6.0 or higher, or iOS 13 or higher.
Download the app and certify your device now; remember that you must create your CIE Level 1 and Level 2 credentials at www.cartaidentita.it to certify it.

Register your Electronic Identity Card (CIE) on your smartphone to use level 3 by clicking on the “Register your card” button in the CieID app.

It means that we need to make sure that your device is a secure tool and capable of protecting your data, before allowing you to use it to authenticate yourself. The procedure is very simple, just follow the instructions.

The app gives you access to a wide range of digital services and features.
Its main function is to guarantee the possibility of authentication and access via «Entra con CIE» to the online services of the Public Administration and other online service providers that require Level 2 or Level 3 access.
If you selected the app-based mode when activating Level 2 credentials, you’ll need CieID app to complete the authentication and log in to the site.
If the site requires Level 3 authentication, use CieID app to read your Electronic Identity Card (CIE) and access the site with highest level of security.

Make sure you have placed the Card on the back of your smartphone, at the top.
You’ll then have to maintain contact between the card and your mobile phone for the entire duration of the operation. On average it takes 10 seconds.
If you are having difficulty and are using a cover to protect your smartphone, try removing it as it could prevent correct interaction with the card.