Unlock a smartcard in Care Identity Management

Important: the smartcard holder must be with you in person during this process so that they can choose a new passcode.

First you must insert the smartcard you want to unlock into a second card reader.

From the Care Identity Management home page, choose 'Service smartcard'.

You will now see the details of the user's smartcard. From the service options at the bottom, choose 'Unlock smartcard'.

Note: the smartcard service options you see will depend on your role.

Next you should ask the smartcard holder to choose a new passcode. They should enter the new passcode in both boxes, and press 'Confirm'.

Finally you'll be taken to the user's profile page and you'll see a 'Smartcard unlocked successfully' message.

You may see the message "You cannot service this smartcard".

In most cases this will be because you are Local Smartcard Administrator (unlocker) and you are trying to unlock a smartcard assigned to a Registration Authority user. You will need to contact another Registration Authority user, such as Registration Authority Manager or Agent, to unlock a smartcard assigned to a Registration Authority user.