Help Centre

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.

If you change the fingerprint or facial recognition settings on your device, the changed setting will not automatically be applied in the MyGov.be app. Consequently, the app will no longer be able to use this option for signing in, which is why you will then be asked to enter the PIN again.

You can resolve this issue by reactivating fingerprint or face recognition in the MyGov.be app. After your activation, you can once again use fingerprint or facial recognition to sign in.

Please keep in mind that every time you change the fingerprint or facial recognition settings on your device, you will need to reactivate this option in the MyGov.be app.

The MyGov.be app has detected an overlay* on top of the MyGov.be app. To protect your privacy and security, this is not allowed. Overlays can cause underlying applications to be manipulated. Examples of overlays include Facebook Messenger chat bubbles, Microsoft Teams, and Google Lens.

Our advice:

1. Fully close the MyGov.be app.
2. Close all other apps that use overlays.
3. Reopen the MyGov.be app.

You should now be able to use the app without any issues.

If the problem persists after following the above steps, please contact our helpdesk via ServiceNow.

(*) An overlay is a feature that allows an app to appear on top of another app. This is often used for features like Facebook Messenger chat bubbles or temporary messages. It provides a way to display information without leaving the other app.

It is possible that you are using unsupported accessibility settings. The default accessibility settings of Android and iOS are fully supported, but we cannot guarantee your privacy and security when using third-party apps, which may unintentionally perform actions on your device.

Our advice:

1. Fully close the MyGov.be app.
2. Deactivate the accessibility settings in other apps.
3. Reopen the MyGov.be app.

You should now be able to use the app without any issues.

If the problem persists after following the above steps, please contact our helpdesk via ServiceNow.

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.

The MyGov.be app does everything possible to provide you with the most secure environment, so you can manage your documents and information in the app without worry. For this reason, it is not possible to record the screen of the app’s content.

Our advice:

1. Fully close the MyGov.be app.
2. Stop the screen recording in the relevant app.
3. Reopen the MyGov.be app.

You should now be able to use the app without any issues.

If the problem persists after following the above steps, please contact our helpdesk via ServiceNow.

The time set on your device is not aligned with the universal time. The MyGov.be app requires these times to be synchronized to prevent manipulation by third parties.

Our advice:

1. Fully close the MyGov.be app.
2. Go to your phone settings and enable automatic date and time setting.
3. Reopen the MyGov.be app.

You should now be able to use the app without any issues.

If the problem persists after following the above steps, please contact our helpdesk via ServiceNow.

The MyGov.be app does not allow the use of the developer feature “USB debugging” while using the app, in order to protect your data and ensure your privacy. Enabling this feature can weaken the security of your device, making it vulnerable to external access and malicious software.

Our advice:

1. Fully close the MyGov.be app.
2. Go to your developer settings and disable USB debugging.
3. Reopen the MyGov.be app.

You should now be able to use the app without any issues.

If the problem persists after following the above steps, please contact our helpdesk via ServiceNow.

The MyGov.be app does everything possible to provide you with the most secure environment, so you can manage your documents and information in the app without worry. For this reason, it is not possible to use the app if you are recording your screen, if your device is connected to an external monitor, or if your screen is being shared via external tools such as TeamViewer.

Our advice:

1. Fully close the MyGov.be app.
2. Stop the screen recording or screen sharing.
3. Reopen the MyGov.be app.

You should now be able to use the app without any issues.

If the problem persists after following the above steps, please contact our helpdesk.

To protect your privacy and data, the MyGov.be app does not allow automated or artificial interactions. Bots and external access tools (such as TeamViewer) can remotely manipulate your phone and weaken the security of your device.

Our advice:

1. Fully close the MyGov.be app.
2. Close all apps that can control your phone or screen.
3. Reopen the MyGov.be app.

You should now be able to use the app without any issues.

If the problem persists after following the above steps, please contact our helpdesk via ServiceNow.

You may be using an unsupported tool, such as a keyboard or voice input. We cannot guarantee privacy and security if you are using third-party apps that might inadvertently perform actions on your device or save entered data.

Our advice:

1. Fully close the MyGov.be app.
2. Go to phone settings and select another keyboard or voice input.
3. Reopen the MyGov.be app.

You should now be able to use the app without any issues.

If the problem persists after following the above steps, please contact our helpdesk via ServiceNow.