There are a few possible reasons.

Antivirus software:

If you’re using an Android device, you might get an error message because you have antivirus software such as Android AVG or parental control app Qustodio installed on the device which is preventing a secure connection within the Audkenniapp. Try disabling the software and registering again to see if it solves the problem.

No mobile data:

You might also get the error message “connection is not secure” if you are using mobile internet and have run out of allocated data. Check if you can still use the internet and if not, either connect to a Wi-fi network or contact your mobile provider to top up your data.

Wrong date and time:

If your phone is using the wrong date and time (i.e. you’ve been travelling or changed time zones, have adjusted them manually etc), you might also see the same error message. Change your phone’s date and time settings to “automatic” and try again!

If you notice that you are not receiving any notifications from the app, e.g. when you are logging in to your online bank, the first step is to open the app, go to menu and select "Reset push notifications".

If that does not work, try going to App settings on your device, find Auðkenni, select "Notifications" and check if notifications are blocked.

Other possible explanations could be that the device is set to "Battery saver", the internet connection is bad, or the app has been closed with "Force stop".

For security reasons it is not possible to use the app on a rooted device. A message will appear informing you:
"It seems you are using a rooted device. Please note that allowing root permission may result in risks such as system unstability, private data leaking, hardware damage, etc."

To solve this problem you need to un-root your device and restore the standard settings of your device.

A message saying "Authentication not possible" will appear early in the process if your mobile ID were issued using another mobile ID, or if they were renewed. You have to go to the new registration office and have the app activated there.

You might notice your app informing you there is “No transaction found” when you open the Audkenni app and tap anywhere on the screen. It’s because when you open the app, it performs a request to see whether you are in the middle of authentication or signing a transaction. It is checking to see if there is a service waiting for you to confirm your identity.

If there is a request waiting – for example you were logging in to your online bank account or confirming a transfer – the app will display the confirmation code and ask you to enter PIN1 or PIN2.

If you opened the app while there were no active requests, you’ll see “No transaction found” message. It’s not a warning and nothing is wrong: it’s simply a message letting you know that no e-service is waiting for a confirmation at that moment.

The app will ask you to accept or decline an authentication if you have more than one account registered. You can log in to mitt.audkenni.is, select "Mín skilríki" og see how many accounts you have registered. We recommend deleting the accounts that you don't use.

If you have the Auðkenni app and accounts on more than one device you will always receive this message when you try to authenticate. You will then have to accept the request on the device that you are using at that time.

You can still use the app for authentication or electronic signing even though you don't receive push notifications. The only thing you have to do is:

1. Enter your ID number (kennitala) in the login window
2. open up the Auðkenni app and tap anywhere on the screen and confirm the code on the screen and the app
3. put in your PIN number.