When you use TrustMe to sign in to FranceConnect, several situations can prevent the sign-in from working correctly.
The first thing to do is identify at what point the error appears. If the error appears after scanning the QR code and confirming the transaction in TrustMe, the steps to take may vary depending on the message shown.
An error appears after scanning the FranceConnect QR code
After scanning the FranceConnect QR code with TrustMe, you need to confirm the transaction in the app.
If an error appears after this confirmation, several situations can explain it.
Your social security number wasn’t provided
When registering your ID document in TrustMe, we ask whether you have a French social security number.
This information is self-declared. It’s notably used to determine whether your identity can be used with FranceConnect.
If you indicated that you don’t have a social security number when you actually do, FranceConnect may not be able to find your identity in the RNIPP (the French national identity registry) and may show an error.
In this case, you need to replace your ID document in TrustMe and this time indicate that you do have a social security number.
A French social security number is assigned for life. If you obtained one at some point, no longer living in France or no longer making contributions doesn’t necessarily mean you no longer have one.
Errors Y0-10 004 and Y0-10 008
Some errors shown during sign-in are directly related to FranceConnect. For example:
Error Y0-10 004: this error means FranceConnect was unable to match certain information with your identity.
Error Y0-10 008: this error means FranceConnect cannot find your identity in its records.
These codes are just examples. Other errors may appear when signing in to FranceConnect.
In this type of situation, we recommend contacting both TrustMe support and FranceConnect support.
When contacting support, remember to include the error message or a screenshot. This information will help the teams better understand the issue and respond to you more quickly.
How do I know if my TrustMe transaction was confirmed?
After scanning the FranceConnect QR code, you need to confirm the transaction in TrustMe.
If you confirmed the transaction and no error message appeared in TrustMe, this means that the transaction was successfully confirmed.
You can also find your transaction history directly in TrustMe, in the “Activity” section.
If the transaction appears as confirmed in TrustMe but an error then appears on FranceConnect, the issue may be on FranceConnect’s side.
The transaction is confirmed but the site shows an error
In some cases, TrustMe may have correctly confirmed your transaction, but an error then appears on the platform you’re trying to access.
In this situation, the problem isn’t necessarily caused by TrustMe. We then recommend contacting:
- TrustMe support, so we can check that the transaction was properly processed
- the support team of the platform or partner in question, so they can check that the transaction was received and processed
What information should I share with support?
When contacting TrustMe or FranceConnect support, remember to share as much information as possible. You can notably provide:
- the error message or code shown
- a screenshot of the error
- the service or platform you’re trying to sign in to
- the steps you took before the error appeared
- any information that could help understand the situation
This information helps the teams identify the source of the issue more quickly and assist you in resolving it.
What should I do if I don’t understand the error?
If you don’t know where the error is coming from, contact TrustMe support and share the message shown or a screenshot.
Our teams will be able to review your situation and direct you to the right contact if the issue is directly related to FranceConnect or the platform you’re trying to sign in to.