How does identification with an ID document work?

What does this identification method involve?

This method allows you to confirm your identity online using a photo of your ID document and a selfie. We then check that the document is authentic and that you are its holder.

When will I be asked to use this identification method?

When you order a prepaid card, Mobile, Internet or TV monthly plan, you must confirm your identity. Depending on the process, you can identify yourself using itsme or choose to enter your details yourself. If you choose the second option, you will use identification with an ID document.

How does the identification process work?

The verification is carried out on your smartphone. If you started the process on a computer, scan the QR code displayed on the screen to continue on your smartphone:

Select your ID document.
Take a clear, legible photo of the document.
Take a selfie.
If you are using an international passport, provide proof of address in Belgium.

Once you have completed these steps, we will verify the information provided. If you started the identification process on a computer, you can then continue on the same device.

Which ID documents can I use?

Depending on your situation, you can use:

A Belgian identity card
A residence permit
A foreign identity document (a non-Belgian passport or an identity card issued by another EU country)

Follow the instructions displayed on the screen to take a photo of your document.

When do I need to provide proof of address?

If you are using an international passport, you will be asked to provide proof of address in Belgium. For example, you can provide:

A certificate of household composition
A bank statement or a statement from a savings institution
A mobile phone invoice dated within the last 3 months
An electricity invoice dated within the last 3 months

The name and address you provide must be exactly the same as the ones shown on your proof of address.

What happens after I submit my proof of address?

Don't worry if the verification is not immediate: checking your proof of address may take several minutes. Once your identity has been verified, you will receive an email at the address provided when you placed your order. Click the link in this email to complete your identification and continue with your order.

Make sure you complete the process on the same day. To protect your data, the information used for this verification is not retained from one day to the next. If you resume the process later, you will therefore have to start the identification process again.

Not sure about an email or link?

Don’t click it and first check whether it relates to an action you initiated yourself. You can also contact us through our official channels.

How can I make sure my identity verification is successful?

Make sure that:

the photo of your document is clear and easy to read;
you are looking straight ahead when taking the selfie;
your face and eyes are clearly visible;
your face is not covered by a cap or other accessory.

What should I do if the identification fails?

First, check that the photo is clear enough and that all the information is legible.
Make sure that your proof of address is one of the accepted documents and that the name and address provided are an exact match for the ones shown on your proof of address.
If you have provided an invoice, check that it is no more than 3 months old.
Check that the photo of your document is clear and that all the information is legible.
You can then try the identification process again.