How to use self-service smartcard unlock

If you see an error message saying that your smartcard is locked, go to the self-service unlock application. 

Make sure your smartcard is inserted into the reader. 

On the application start page, select 'Start now'.

Select 'Email security code'. Enter your email address and then 'Continue'.

Get the code from your inbox, enter it into the box in the self-service smartcard unlock application and select 'Continue'. The security code is valid for 15 minutes from when you started using the self-service application.

Select 'Mobile phone security code'. Enter your mobile number and then 'Continue'.

Get the code from your phone, enter it into the box in the self-service smartcard unlock application and select 'Continue'. The security code is valid for 15 minutes from when you started using the self-service application.

Select 'Face verification'. Enter your mobile number and then 'Continue'.

On the next screen, carefully read the instructions and select 'Continue'.

You will now use your device's camera to scan your face. Follow the on-screen instructions. You will see the screen change colour a number of times while the scan completes.

When you've successfully followed your chosen unlock method, you'll then be able to select a new passcode.

Enter your new passcode in both boxes, then select 'Confirm'.

If the smartcard has been unlocked successfully you will see a confirmation screen.

You can now use your smartcard to log in with your new passcode.

If you see an error or blank page, go to our self-service unlock troubleshooting page.