Help Centre

The MyGov.be app does its utmost to offer you a highly secure environment allowing you to manage your documents and information in the app without any hassle. That is why making screenshots of content inside the app is not allowed. Information can be shared by using the share button inside the app.

Blocking screenshots is not always technically possible due to the settings on iOS (Apple) devices.

For security reasons, we cannot explain in detail all the measures taken in this area. However, we can share the general configuration and give you an overview of the app's approach to security:

• The basic idea behind the app is that information is retrieved and consulted from an authentic source. An authentic source is defined as a database:
  • containing information validated and updated by a specific administration which is solely responsible for it;
  • providing other administrative services via computerised and secure means supplied by a service integrator;
  • containing reference data whose quality is documented and guaranteed (source). 
•  This data is then stored locally on your device and managed by you. This means that no unnecessary data is stored centrally, which improves security.
• All communications between the app and the authentic source are encrypted. Consequently, even if this communication can be intercepted, it cannot be read.
• The app has security mechanisms that monitor whether your app is under attack. For example, if someone tries to clone your phone or steal data, this suspicious behaviour is detected and your app is deactivated.
• A PIN code protects your local data on the app. If the app determines that your PIN code is no longer secure (for example, 3x incorrect code), the app can no longer guarantee that someone with malicious intent is not trying to access your app. After 3 incorrect attempts, your app/profile is deactivated.

The MyGov.be app gives you access to the administration's digital procedures and allows you to request and save documents and certificates. This data is stored locally on your device and managed by you. Your data is only saved locally and not at government level or in a database.

This means that, after deactivating your app/profile (for example by losing your PIN code or deleting your profile), you can quickly reactivate and install it, but it will still be 'empty'. As no information is stored outside your device/profile, your data cannot be retrieved or prepared automatically.

Subject to your consent, it is possible to activate incident reporting and the sharing of functional data, which makes it possible to monitor and improve the operation of the app. This data is completely anonymous and can therefore only be obtained with your consent.

The support ID is a code (a string of characters) that helps the support team identify any problem that crops up in an app. Example code: 443.9CA.B52.612.594.776.BD3.BD2.144.813.04

How does this ID work?

• The ID is specific to the session and is therefore created each time you open the app.
• If you share your ID with members of the app support team, they can check which (error) messages are linked to this ID. This enables them to identify the cause of a problem.
• The members of the app support team have no view of the IDs or profiles (found in the apps) associated with the IDs. It is therefore the app user who must take the initiative to share their ID.

How do I find the support ID?

You are logged into app:

1. Go to the Profile section of your MyGov.be app.
2. Select “About the app”.
3. Copy the ID under "Support", under “ID”. Next to the ID is a copy button, so you can easily copy the ID. 

You are not logged into app:

1. Go to the home screen.
2. Click on the menu (top right).
3. Choose 'About the app' and confirm 'About the app'.
4. Copy the ID under 'Support'. Next to ID is a copy button so you can easily copy the ID.

The app allows you to make three connection attempts. After two incorrect attempts, the app will inform you that after a third incorrect attempt, your app (profile) will be deactivated. Pay close attention on your third attempt!

Why is the app so strict? The PIN code gives you access to secure data on the app. If the app determines that your PIN code is no longer secure (e.g. 3x incorrect code), it cannot guarantee that someone with malicious intent will not try to open the app. Consequently, after three attempts, your app (profile) will be deactivated and you will have to activate MyGov.be again.