Most common errors when accessing a notification

The most common errors are listed below. If you still haven't found an answer to your question or concern in the supporting material included, you will need to contact the notifying body directly.

When accessing the mailbox, the recent notifications do not appear

Each body that uses the e-NOTUM notification service has a mailbox, there is no single mailbox where you can find them all . For this reason, to be able to access the notifications you must access the specific mailbox of the entity that notified you. We do not recommend that you search for the mailbox link on Google or any similar search engine, nor that you access it from your browser's history, as you may end up accessing someone else's mailbox where you do not have any pending notifications.

To make sure you're in the right mailbox , check that the organization's logo appears in the upper left and the organization's name appears in the lower left.

If you are not in the correct mailbox, you will find the link of the notifying body's mailbox in the notification email and also published on the body's website.

If you have checked that the mailbox is correct and still no notifications appear, you can contact the notifying body to verify that electronic notifications have been sent to you and that they have been sent to the correct details.

If you have identified yourself with a digital certificate, you must also check that the details of the recipient of the notifications (NIF/NIE) correspond to those of the digital certificate used.

I asked for a one-time password and it doesn't work

If the one-time password does not work once you have received it, it is because when it is generated, an identifier of this is saved in the session to be able to validate it together with the password received in the mail, so if the browser is closed before accessing the notification , the session is lost and with it this identifier (ID) of the password, therefore, it does not work and another one must be requested.

We remind you that the notifications that can be accessed with a single-use code are the notifications categorized by the issuing entity as LOW security level and therefore, you can access them with any other valid digital identification system, as in the mobile idCAT, if the notification is for a person. We recommend that you obtain the mobile idCAT, an identification and signature system that is based on the delivery of a single-use code to the mobile phone and immediate registration electronically. It can be obtained by following the following steps ( https://www.idcatmobil.cat/ )

Service access error

This error occurs when the correct certificate has not been selected, or if it is not installed in the Windows/Mac store and, therefore, the browser used does not detect it.

I get the error "The notification does not belong to the recipient"

This error occurs when a notification is being accessed and the data with which the recipient is being identified does not correspond to the data with which the notification was deposited. You need to review the data you are indicating to access the notification. In the event that the data associated with the notification has changed or is not correct, you must contact the body issuing the notification.

I get the error "Notification is not accessible with password"

If the password is used to try to access a notification and the notification requires a higher access level.

This is why notifications can be configured with three levels of access (LOW, SUBSTANTIAL, and HIGH) depending on the level of security required to access them.

In this sense, if you access with an authentication mechanism lower than the one required, this error message appears.

If a higher access mechanism than required is used, the notification can always be accessed and no error message is output.

I get the error “The notification is not accessible with substantial access level

If a certificate categorized as substantial is used and the notification requires a high level certificate.

This is why notifications can be configured with three levels of access (LOW, SUBSTANTIAL, and HIGH) depending on the level of security required to access them.

In this sense, if you access with an authentication mechanism lower than the one required, this error message appears.

If a higher access mechanism than required is used, the notification can always be accessed and no error message is output.

I try to access with Firefox and I don't see the certificate to access

If the certificate with which you access is from a company and is accessed with the Firefox browser , the reason why the certificate with which you have accessed does not appear in the notification is that it is not installed in the store of Windows.

To solve the problem, a backup copy of the certificate should be made from the Firefox browser and installed in the Windows certificate store.

To perform this action you must follow the following steps:

Access the Firefox browser
Click on the menu Tools - Options - Advanced - Encryption tab .
Click the " View the certificates " button
Select the certificate you want to use to accept the notification
Click the " Back it up " button that appears at the bottom of the window
Select the location for the file that will be created with the certificate and name it (eg: certificate.p12)
Put a password to access the file
Once exported, it must be imported into the Windows store: Open the p12 file that was created in the previous step by double-clicking on it
Follow the wizard screens and provide the file access password defined in the previous steps when prompted by the wizard.
Verify that on the "Certificate store" screen the option "automatically select the certificate store based on type" is checked
Once the import is complete, the certificate (the same one that was selected to access the notification) should appear when you accept the notification.

I have successfully logged in but I don't see the notification that I was sent a warning about

Please note that the recipient will only see it if the certificate with which they access contains the NIF to which the notification has been associated, or if they access with a one-time password , if they have entered the correct NIF data and e-mail or mobile number provided to the notifying body .

Therefore, when this error occurs, it is very possible that you are trying to access with a certificate that is not issued in the name of the person/company to whom the notification is addressed, or in the case of accessing with a password of single use , the e-mail or mobile with which you are trying to access does not correspond to the e-mail or mobile used by the notifying body.

It is also possible that an error occurred on the part of the notifying body. If he made a mistake when entering the NIF in the notification, a new notification must be sent with the correct NIF . The previous notification, after 10 days without access, will be considered rejected.

Important : Once you access the notification mailbox, make sure you are looking for the notification in the corresponding section, that is, if you are acting as an Individual or a Company

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