FAQ - smart cards

Questions

General Information

Enrolment

Life circle: validity, renewal, replacement, revocation

PIN code

Online Filing

Online Fee Payment

Certificates

Reader installation and GemSAFE software

Web browser

Answers

General Information


Which EPO Online Services do I need a smart card for?

The EPO Online Services which can/must be accessed using a smart card are:

  • Mailbox/My Files
  • Online Fee Payment
  • Administration
  • Online Filing
Top of page

Why does the EPO use smart cards and how secure are they?

Smart cards are credit card-sized plastic cards that contain a microprocessor and a small amount of memory.

The EPO decided very early on in the planning process for its online services that the certificates which would allow users to conduct secure transactions with us would be stored on smart cards. Unlike passwords, smart cards allow us to provide the more secure two-factor authentication, comprising something that is held (the card) and something that is known (the PIN.) Two-factor authentication means that PINs can be simpler and therefore easier to remember than with a password, since, without the card, the PIN is useless, and vice versa. Also, the simpler PINs are not susceptible to brute-force attacks because the smart card locks out after several unsuccessful attempts to enter the PIN.

In addition to being small and portable, smart cards afford a much higher level of secure storage for certificates than, say, if they are stored on a hard drive. They offer tamper-proof storage of the user's private keys and digital certificates, are highly resistant to unauthorised deletion or copying of the certificates and keys, and any attempt to tamper with them requires significant effort which would invariably result in physical damage to the cards themselves. Also, it is easier to spot the loss or theft of a card than of a certificate stored on a computer.

Top of page

Can I use my smart card on a laptop as well?

Yes, you can use it either with the EPO-supplied smart card reader, or with an internal smart card reader, supported by the GemSAFE Libraries software.

Top of page

I have to use a non-EPO smart card to log on to my company network. Can I use my EPO smart card on the same PC?

Yes, you can use your EPO smart card as well, provided that you have installed the GemSAFE Libraries software. You cannot, however, use your EPO smart card to access your company network.

Top of page

How much does the smart card/reader/software package cost?

Smart card packages are supplied free of charge.

Top of page

Enrolment


Our company would like to order several smart cards. Can we enrol for them in a batch?

No, this is not possible. Each person has to enrol individually (there is a secret security question for each card holder).

Top of page

Can you issue a collective smart card in the name of my company?

No. We can only issue EPO smart cards to individual natural persons.

Top of page

Can I have more than one smart card?

No. The EPO can only issue one smart card per person and legal entity.

Top of page

How can I obtain a smart card?

You can enrol for an EPO smart card online.

Top of page

What are the various stages involved in the smart card application procedure?

Please refer to the information on smart cards in the Security section.

Top of page

Can I use a non-EPO smart card to access the EPO’s secure online services?

Some non-EPO smart cards can be registered online.

Top of page

How long will I have to wait for my smart card?

Once we are in receipt of the signed paper copy of your enrolment form, your request will be processed and your  new card will be delivered via the DHL courier service. You will receive a confirmation e-mail quoting the DHL tracking number once your card has been dispatched.

If you do not receive your smart card within 21 days, you should contact EPO Customer Desk.

If we do not receive the paper copy of your enrolment form within two months of your online enrolment request, your smart card request will be automatically rejected. If you still require a card you will have to start the enrolment procedure again.

Top of page

If I countersign an enrolment form for my secretary (I am an authorised representative), will she be entitled to sign applications with her smart card?

No, only authorised persons (representatives, authorised legal practitioners and employers) are allowed to use their smart card to sign applications.

Top of page

Life circle: validity, renewal, replacement, revocation


How long are EPO smart cards valid for?

EPO smart cards are now valid for five years. The validity date is indicated on the smart card.

Top of page

My smart card is going to expire soon. How can I renew it?

The expiry date of your smart card is printed on the card next to your name. You can renew your card online up to 60 days prior to the expiry date. Your  new smart card will be sent to your current address via the DHL courier service. Thereafter, a new PIN code will be dispatched via standard post.

Top of page

When I tried to renew my smart card I received the message "Your smart card has not been recognised as issued by the EPO". What should I do?

Please contact support@epo.org for further assistance.

Top of page

My smart card has expired. How can I get a new one?

If the expiry date has already passed, please send an e-mail to support@epo.org. with your smart card details, postal address, e-mail address and phone number to ask for a manual renewal.

Top of page

If I get a replacement or renewal smart card, will my PIN code stay the same?

No, each new smart card is allocated a new PIN code.

Top of page

What do I need to do in order to revoke a smart card?

Smart card holder, or the company Administrator is obliged to request the revocation of a smart card by sending an e-mail to support@epo.org

Top of page

What should I do with my revoked/expired smart card?

If your smart card has already expired or if you have already asked EPO User Support to revoke it, you should cut the smart card across the metallic chip and dispose of it. You do not need to return it to the EPO.

Top of page

PIN code


I have still not received my PIN code. What should I do?

If you have not received you PIN code, please contact support@epo.org for assistance.

Top of page

I have lost/forgotten my PIN code and can no longer use my smart card. What should I do?

Contact EPO User Support for assistance.
Top of page

How can I change my PIN code?

Go to Start - Programs - Gemalto - Classic Client - Classic Client Toolbox - Card Administration - PIN Management - Change PIN - Next.

Top of page

How can I check that my PIN code is correct and not blocked?

First make sure that your smart card is correctly inserted in the reader.

Then run the GemSAFE Toolbox by clicking on Start - Programs - Gemalto - Classic Client - Classic Client Toolbox.

Click on "Certificates" under "Card Contents" and enter your PIN code to log in.

If your PIN code is wrong or blocked, an error message will appear.

 

Top of page

I have entered an incorrect PIN code and my smart card is now blocked. What should I do?

You should contact EPO Customer Desk informing us of your smart card details and ask for your Admin PIN. You will be required to answer the security question which you initially provided when applying for a smart card.

Top of page

Online Filing


What is the difference between digital (smart card), alphabetical and facsimile signatures?

Each smart card contains a personal electronic key, which is equivalent to a "live" signature in the paper world. Only authorised representatives, i.e. professional representatives before the EPO and authorised employees whose names are entered in the official list maintained by the EPO, are entitled to use a smart card to sign their submissions.

An alphabetical or text string signature is a string of alphabetical characters, preceded and followed by a forward slash [/], selected by an individual person to provide evidence of their identity and their intent to sign the document in question. The name of an authorised representative without the forward slashes cannot be used to replace such a signature.

A facsimile signature is a scanned image of a handwritten signature. The image file (in TIFF or JPEG format) is attached to the application.

Top of page

I am an administrative assistant to a professional representative before the EPO but I am not a representative myself. Can I use Online Filing?

Yes. You can draft applications in File Manager and send them. However, any documents filed online must be signed by a person authorised to act in the proceedings in question.

Top of page

My name is on the EPO list of authorised representatives but I am not an EPO professional representative. Can I use Online Filing?

Yes. You can draft, sign and send filings. You can use all three modes of signing: digital (via smart card), alphabetical or facsimile.

Top of page

Online Fee Payment


What do I need to do to access the EPO's Online Fee Payment service?

You need a deposit account with the EPO, a smart card and smart card reader and an internet browser.

Top of page

Can I pay fees or view the balance of my EPO deposit account without a smart card?

No, you need a smart card to be able to do this.

Top of page

Certificates


I seem to have accidentally removed the certificates from my smart card. What should I do?

Your smart card will have to be replaced. Contact EPO Customer Desk for assistance.

Top of page

I am about to get a new PC and would like to use my smart card on it. Do I need to export my certificates from my current Web browser?

Internet Explorer users

Your certificates are stored on your smart card and are automatically registered in the new Web browser on your new PC.

GemSAFE Libraries Version 6.1

Start - Programs - Gemalto - Classic Client - Classic Client toolbox - Certificates. Then log in and click on the Register All

Mozilla Firefox users

If you want to set up Mozilla Firefox to recognise GemSAFE Libraries so that it can read your smart card, you will have to manually register your certificates.

Top of page

Can I sign e-mails with my EPO smart card?

No. The certificates in your smart card are meant for use with the EPO's Online Filing and secure online services only.

Top of page

Reader installation and GemSAFE software


Can I use any other smart card readers apart from the one supplied by the EPO?

We recommend that you use the readers we supply, as they have been tested and approved. However, you can also use any other reader that is recognised by the GemSAFE Libraries software.

We cannot, however, offer support for readers not supplied by us.

Top of page

Where can I get another smart card reader?

If your reader is faulty or if you did not receive one with your smart card, you can request one from EPO Customer Support.

Top of page

Are there any system requirements for smart card reader installation?

No, but you have to install the complete GemSAFE software (smart card reader driver and the appropriate GemSAFE Libraries) on your computer.

Top of page

Is there an online tool or guide which will explain to me, step by step, how to install and use my smart card?

Yes.

Top of page

How can I be sure that my smart card software is installed and functioning correctly and that my smart card is recognised by the system?

GemSAFE Libraries 6.1

Look at the icon in the Windows system tray on the right-hand side of the task bar.

indicates that your smart card reader is functioning correctly, but that it does not contain a card.

or  indicates that your smart card is recognised by the reader/software.

Top of page

My smart card reader is connected but no green light appears on the reader. What should I do?

Try changing the connecting lead to another USB port. If that does not work, try it on a different computer. If your reader works on another machine, you should consult your computer dealer/IT department. If not, you should request a smart card reader replacement from EPO Customer Support.

Top of page

I have connected my smart card reader to my computer. How do I turn the power on?

If the green light on your smart card reader is flashing, that means your smart card reader is switched on.

If the light is not flashing, plug the connecting lead into any functioning USB port on your computer.

Top of page

The green light on my smart card reader is flashing. How do I know if the reader recognises my card?

The green light should go from blinking to steady when you insert your card. If it does not, check that the end of the card with the chip element is inserted face-up in the direction of the arrow, and that the GemSAFE Libraries software is installed.

Top of page

Is there any way of checking whether my smart card reader has been correctly installed?

In GemSAFE Libraries 6.1 go to Start - Programs - Gemalto - Classic Client - Classic Client Toolbox - Certificates. You will see the window below, with the reader icons shown.

Top of page

I am in the Classic Client Toolbox (Libraries 6.1) and I cannot see my smart card reader or certificates. What does this mean?

This means that Gemalto/GemSAFE Libraries 6.1 is unable to access the smart card driver and that you may need to install it.

You will find the link to Gemalto Classic Client version 6.1 and the requisite driver in the cover letter accompanying your smart card, or you can request it from support@epo.org

Top of page

What is the latest version of GemSAFE Libraries?

The current version of GemSAFE Libraries is Classic Client 6.1.

Top of page

Where can I obtain the GemSAFE Libraries software?

You will find the link to Gemalto Classic Client version 6.1 and the requisite driver in the cover letter accompanying your smart card, or you can request it from support@epo.org

Top of page

Which GemSAFE Libraries version supports Windows Vista?

GemSAFE Libraries 6.1 runs on Microsoft Windows 2000, XP, Vista (Home and Business) 32-64 bit
Top of page

We have a network Online Filing installation. Do we need to install GemSAFE Libraries version 6.1 on all clients?

GemSAFE Libraries version 6.1 must be installed on every PC where a smart card reader is used.

Top of page

Web browser


I use the Mozilla Firefox Web browser. How can I set it up to recognise my smart card?

For instructions on please see our installation guide.

Top of page

I have GemSAFE Libraries 6.1 installed. I am no longer able to log in to My.epoline. Instead I get the message "Page cannot be displayed in Internet Explorer under Windows Vista, Windows 7 and above" What should I do?

If you use Microsoft Internet Explorer 7.0 or 8.0 you will need to

  • uncheck  the "Enable Protected Mode" option to allow secure access to EPO online services and
  • make sure that the options "Enable Integrated Windows Authentication" and "Use SSL 2.0" are checked in the Advanced tab of Tools/Internet Options.

If you use Mozilla Firefox you should read our guide to the setting-up procedure:

Top of page

Quick Navigation