MitID authenticator is defect

If you have a defective MitID code display, audio code reader or chip, you can have it exchanged for a new one.

To get your defective MitID code display, audio code reader or chip replaced, you need to follow these steps:

Go to 'Order authenticator' on MitID.dk.
Press Order
Press Select code display, Select audio code reader or Select chip depending on what you want to exchange.
Select how you want to identify yourself:
- I want to log on with MitID
- I want to enter my CPR number and my Danish or Greenlandic passport number
- Press Next
On the page 'Select reason for order' select Broken.
Describe the problem in the box 'Please provide a description'
Press Continue
On the page 'Shipping' select how you want the new MitID code display, audio code reader or chip delivered - sent by post or pick it up yourself at a Citizen Service Center.
- If you choose 'Shipping with post', the delivery time is up to 8 business days. Delivery to addresses outside Denmark takes 14 business days or longer.
- If you choose 'Pick up your authenticator at a Citizen Service Center', you can pick up your new MitID code display, audio code reader or chip at the Citizen Service Center that suits you best. Remember to bring the order number and valid identification.
Press Continue
Enter the email address where you want to receive the receipt for your order. You can place an order without providing an email address, as it is not required.
Press Continue
Read and accept the terms and conditions by selecting I accept.
Press Confirm
On the page 'Receipt' your order number is displayed along with the option to receive an email receipt.
When you have received your new MitID code display, audio code reader or chip, you need to activate it. See how to do this in the accompanying letter or here at MitID.dk

Returning

If you wish to return a defective MitID code display, audio code reader or chip, you must first contact MitID Support to get an RMA number and a shipping address. You are responsible for covering the postage for the return.

Contact MitID Support

Have you not received the ordered MitID authenticator?

If you have ordered a MitID code display, audio code reader or chip for delivery by post and you have not received it, you must contact MitID Support or Citizen Service.