Every year the Fund needs to verify the continuing eligibility of retirees and beneficiaries to the benefits they are receiving; this verification is done through the Certificate of Entitlement (CE). The Digital Certificate of Entitlement app is an alternative to the paper-based CE form.
The Digital Certificate of Entitlement (DCE) App can verify and guarantee the identity of retirees/beneficiaries as well as their location via biometrics, storing key elements (non-personal data) of the transactions on an immutable and independently auditable digital ledger (using blockchain technologies). With this app, retirees and beneficiaries now have the option to complete the annual Certificate of Entitlement by providing their ‘proof of life’ in biometric format through the DCE App instead of having to return to the Fund the paper-based CE form or to upload it in MSS.
On this page, you will find an FAQ (below), a Step-by-Step PDF guide and video tutorials (on the right column, under Resources).
Tips and known issues
How should I take the biometric picture?
Please take the biometric picture as if you are taking a passport picture, with a good solid background and good light. Please do not hold the phone in a way that the ceiling is your background. Please hold it directly facing you.
It says “Biometric model not found” when I try to use the app / The app gets stuck at 9% when I try to issue the DCE. What should I do?
These issues happen when you uninstall/reinstall the app. That means you will need to complete the enrollment process again and you will need to contact the UNJSPF in order to complete it.
Please contact the DCE support team by calling the UNJSPF Call Center (phone numbers are provided on the Fund’s Contact Us webpage) to request assistance with DCE App re-enrollment due to deletion of the App. You will be able to use the DCE App only once you have completed these required steps.
For the new enrolment, if you can take a picture of the same passport or ID that you submitted in the earlier approved enrolment, you will not need to hold the video meeting for re-approval. Please go to the Home page, scroll to the bottom and click on the Login link. Then please enter your email and security code. You will be connected to the “Get Started” Step. Then please follow the instructions to submit the new enrolment and go all the way to selecting an appointment, even though you will not need to attend the appointment since the Fund is going to approve it. Please bear in mind that in submitting the new enrolment, you need to be in a place with good lighting, good plain background and avoid glares and shadows. Please take the biometric picture as if you are taking a passport picture, with a good solid background and good light. Please do not hold the phone in a way that the ceiling is your background. Please hold it directly facing you.
Why would I enroll in the Digital Certificate of Entitlement (DCE)? What are the benefits?
All retirees and beneficiaries must provide, every year, proof that they are alive and entitled to the continued payment of their benefit. They can do that by returning a paper copy of the CE form to the Fund or, since December 2020, they can upload the CE form into their MSS account.
The new Digital Certificate of Entitlement service offers the simplicity of completing the annual CE via an app, through a mobile phone or a tablet.
How does the DCE App work? How can I comply with the annual Certificate of Entitlement requirement via the DCE App?
Please read the step-by-step guide provided under the resources section of this page.
Is the DCE App available in my country?
There are no geographical limitations to use the Digital Certificate of Entitlement App. However, access to the mobile app stores for Android or iOS (iPhone and iPad) to install the app can be limited in specific countries.
You can find app availability information in the links below:
What type of device do I need?
Based on the tests conducted, the DCE App is compatible with the following mobile devices or tablets:
(i) Android devices running at least the operating system version 7.0 (API version 24) installed at the date you purchased the device; and/or
(ii) Apple devices with the operating system iOS version 11 or later installed at the date you purchased your device.
Where do I download the app?
You can download it from the mobile app stores:
- for Android the app can be found on Google Play as UNJSPF Digital Certificate of Entitlement;
- for iOS (iPhone or iPad) the app can be found on Apple App Store as UNJSPF Digital CE.
Can I install the app on several devices?
If you have multiple devices (iPhone, iPad), you should ONLY install the App on one device and only use that device to enroll and issue the Digital CE.
In which language is the DCE App available?
The DCE App is available in English, French and Spanish.
Please note that you need to have your mobile device settings in French or Spanish to get the French or Spanish version of the App.
How do I enroll in the Digital Certificate of Entitlement app?
Please read the step-by-step guide provided under the resources section of this page.
I forgot my UID, how can I request it?
Please check the UID page for guidance.
Is there a deadline for enrollment and issuance of the Digital CE?
The enrollment in the Digital CE and issuance of your Digital CE are possible until 31 December.
Please note that if you do not complete both the enrolment and the Digital CE by 22 June, the Fund will send you the CE form in hard copy by postal mail.
The CE form will also be available for printing in your Member Self Service provided you are not paid on the two-track.
After 22 June, you then have two options: to either (i) submit the paper-based version of the CE form to the Fund, or, (ii) disregard the paper CE and proceed to enroll in the DCE App and submit your Digital CE via the app, by 31 December.
If you chose (i) the paper CE must be returned to the Fund, either by mail or via the MSS upload by 31 December. However, if you choose (ii) there is no more need for you to return the paper-based CE form to the Fund this year.
I have changed my mobile device for whatever reason (lost or stolen phone for instance). How can I continue using the DCE App?
You can install the app on your new smartphone. Once you have installed the DCE App on your new mobile device, you will need to complete the enrollment process again.
You will need UNJSPF assistance for the re-enrollment step during which the Fund will register and authorize your new mobile device for DCE purposes. Therefore, once you have installed the DCE App on your new device, please contact the DCE support team by calling the UNJSPF Call Center (phone numbers are provided on the Fund’s Contact Us webpage) to request assistance with DCE App re-enrollment due to change in mobile device. You will be able to use the DCE App only once you have completed these required steps.
Please note that you can only use the app on one device at a time.
What will happen if my phone or tablet system is upgraded?
Upgrades should not affect the availability of the app.
I have changed my SIM card. Can I continue using the DCE App?
Yes, you can continue using the DCE App. Changing the SIM card will not affect the DCE App since the app is stored on your phone and not on your SIM card.
What emails will I receive from the Digital Certificate of Entitlement system?
The Digital Certificate of Entitlement system will send automated email notifications to the email address that you provided as part of your DCE App enrollment when you requested your Invitation Code. Automated emails sent to you as part of DCE App usage include (but are not limited to) communications for the following purposes: sending you the Invitation Code, confirming successful DCE App enrollment, rejection of DCE App enrollment, notification advising you that the annual DCE cycle is open and you can issue your annual DCE, DCE reminders, password recovery or Security Code reset, etc.
Emails sent to you as part of automated DCE App notifications will be sent from the following email address: email@example.com and may show as arriving from “UNJSPF Digital Certificate of Entitlement firstname.lastname@example.org”. Please do NOT respond to these automated emails as they emanate from a ‘no-reply’ mailbox. Please keep in mind that emails sent to you as part of DCE App usage may land in the spam/junk folder of your mailbox.
How can I issue my annual Digital Certificate of Entitlement and when should I do it?
Please read pages 14 and 15 of the Step-by-Step Guide under the resources section of this page.
The enrollment and DCE issuance period for this year end on 31 December.
My benefit is paid under the two-track. Can I use the Digital Certificate of Entitlement app?
Yes, all retirees and beneficiaries can enroll in and use the DCE App, no matter which track they are receiving their benefits.
If you are paid under the two-track (i.e. local track) you must ensure that you are physically in your declared country of residence when issuing the DCE or else the Fund will assume that you have moved to a different country and you will be asked to submit form PENS.E/11 as well as corresponding proof of residence to the Fund, which may impact your benefit payment.
I opened the app and it asked me for my “Invitation Code”. What should I do?
Please check pages 4 and 5 of the Step-by-Step Guide provided under the resources section of this page.
If it still doesn’t work, please contact us at email@example.com. The DCE App team will respond to your query within a maximum of 3 business days to assist you.
Do I need to use the Invitation Code every time that I access the app?
No, you need to use the Invitation Code only once to register for the DCE App.
Once the enrollment process has been completed successfully, you will use your email address (the one you provided during DCE App enrollment) and the six-digit Security Code you created during DCE App enrollment to log in to the app.
Note that the Invitation Code and the Security Code are different codes: the DCE App generated Invitation Code serves to grant you access to the DCE App enrollment, and the Security Code that you created during your enrollment serves as part of your DCE App login credentials.
What is the Security Code?
The Security Code is a six-digit code that you will create during DCE App enrollment.
When you create the Security Code, note that it cannot be a simple sequence like 123456, as that would not be secure enough; make sure to create a more complex six-digit code. If the code you create during the DCE App enrollment is considered not secure enough, then the DCE App will prompt you to create a new, safer code.
Once you have successfully created your DCE App Security Code, it will be required to provide it each time you log in to the DCE App, together with the email address you provided during the DCE App enrollment. The Security Code and the email address will serve as your DCE App login credentials.
They will also be required should you change mobile device and want to install and access your DCE App on the new mobile device. Please make sure to note and store your DCE App user credential in a safe place so that you can access the DCE App easily at any time.
Note that this Security Code is different from the Invitation Code you received and used at the beginning of the DCE App enrolment process: while the Invitation Code is DCE App generated and used only once to grant you access to DCE App enrolment, the Security Code is created by you during your app enrolment and serves as part of your DCE App login credentials which you will have to enter each time you log in to the DCE App.
What happens if I forget my Security Code?
See page 16 of the Step-by-Step guide under the resources section of this page.
Please keep in mind that you might receive the reset email into your spam/junk inbox.
What type of ID document is accepted by the UNJSPF for the DCE App enrollment?
To ensure successful DCE App enrollment you must provide a valid, government-issued picture ID document, i.e. an official document that includes your photo and full name, date of birth, ID issuance and expiry dates, ID issuing authority, and your scripted signature that is accepted by the UNJSPF.
ID documents accepted by the UNJSPF for DCE App enrollment are national passport, national ID card, national driver’s license, government-issued official residency permits (e.g. Green Card in the U.S.A, Carte de Séjour in France, etc.).
If the Fund cannot confirm that the ID document you submitted is acceptable for DCE enrollment purposes you will be contacted by the Fund at the email address you provided during the DCE App enrollment process to explain what is required from you to continue the enrollment process; in the meantime, your video appointment with the Fund will be canceled and will have to be re-scheduled once you can submit an acceptable ID document.
How do I know I am enrolled for the DCE App?
The enrollment is completed once your information and identity have been verified, confirmed, and approved by the UNJSPF Call Center team during a video call appointment. Once your enrollment is approved by the Fund, you will receive an email confirming your successful DCE App enrollment at the email address you provided inside the DCE App. Please keep in mind that the email might reach the spam/junk folder of your e-mail box, so please make sure to check these, if needed.
How many times do I need to enroll in the Digital Certificate of Entitlement system to use the app?
The enrollment needs to be completed and approved only once. Thereafter, you can complete the Digital CE exercise each year via the app.
During the “Proof of Existence” process, I am asked not to wear glasses. What if I cannot see how to operate the camera on my phone without my glasses?
The software works best if your face is unobstructed by spectacles, masks, hats, etc. However, we understand that sometimes not wearing your glasses is not an option. The biometrics portion of the App may take a bit longer to process but should still function properly even if you wear your glasses.
What do I do if the enrollment request that I submitted has been declined?
In that case, you will have to start the DCE App enrollment process all over. You would have to complete once again all steps of the DCE App enrollment process, set up a new video appointment with the UNJSPF during which your ID and information will have to be confirmed in order to successfully complete the DCE App enrollment process. Reasons for rejection of a DCE App enrollment could be submission of an invalid ID document or when information you provided during the enrollment does not match the information in your UNJSPF file.
What are reasons for rejection of my DCE App enrollment or my annual DCE?
Two main reasons may cause rejection of your DCE App enrollment:
- Submission of an invalid ID document:
To ensure successful DCE App enrolment you must provide a valid, government-issued picture ID document, i.e. an official document that includes your photo and full name, date of birth, ID issuance and expiry dates, ID issuing authority, and your scripted signature that is accepted by the UNJSPF.ID documents accepted by the UNJSPF for DCE App enrollment are national passport, national ID card, national driver’s license, government-issued official residency permits (e.g. Green Card in the U.S.A, Carte de Séjour in France, etc.).If the Fund cannot confirm that the ID document you submitted is acceptable for DCE enrollment purposes you will be contacted by the Fund at the email address you provided during the DCE App enrollment process to explain what is required from you to continue the enrollment process; in the meantime, your video appointment with the Fund will be canceled and will have to be re-scheduled once you can submit an acceptable ID document.
- Biometric ID not accepted:
To ensure successful DCE App enrollment you must create your biometric ID by taking your picture as per DCE App instructions. If the biometric ID you created does not meet the technical requirements, it will be rejected, and your DCE App enrollment cannot continue. In that case, please follow the instructions on how to successfully create your biometric ID inside the app, so that you may continue with the enrollment process.Should the biometric ID you create as part of the annual DCE process NOT match the biometric ID you created during DCE App enrollment, you will not be able to fulfill the requirements of the annual DCE process inside the app. In that case, please reach out to the Fund by email at firstname.lastname@example.org, so that we may assist you.
I am trying to enroll for the DCE App, and I am required to set up a video appointment with a UNJSPF representative. Why do I need to do that?
The video appointment with a UNJSPF representative is a required step in the DCE App enrollment process.
During this appointment, the UNJSPF representative will verify and confirm your identity by checking the information you submitted as part of the DCE App enrollment process against the data available in the Fund’s records and verify the photo on your ID document against your life presence during the call. This is part of the required security measures to ensure the safe use of the DCE App.
Am I done issuing of the CE once the video call has taken place?
No. The video call will only complete the DCE App enrollment, not the issuance of the annual Digital CE (DCE).
The enrolment is the first step and after the video call, you must complete the steps for the issuance of the DCE, else you will not have completed the process and will be considered to not have completed the requirements of the CE Exercise. Please read pages 14 and 15 of the Step-by-Step guide available under Resources to issue your annual DCE.
I am trying to book a video appointment as part of my DCE App enrollment but none are available, what should I do?
Many beneficiaries are currently in the process of enrolling in the DCE App and appointment slots are filling up fast. Therefore, it is possible that all appointments during the day/week or even month that you are trying to book your appointment have already been taken. In that case, make sure to check for available appointment slots further into the future. We strongly encourage you to book your appointment as soon as possible, so that you can complete your DCE App enrollment as soon as possible.
I need to change the date or cancel my video call appointment. What should I do?
Please check page 12 of the Step-by-Step Guide, under the resources section of this page to reschedule or cancel an appointment.
Should you have difficulty making such change to your appointment inside the DCE App, please email the DCE support team at email@example.com.
How do I make the video call with a UNJSPF representative?
The video appointment will take place from inside the DCE App and you will receive a call at the scheduled appointment date and time. You can also join the call by clicking on the “Join” button inside the DCE App.
How can I make sure I don’t miss my video call appointment?
Please set yourself a reminder for your video appointment and be ready to take the call on the date through the app and at the scheduled time.
You can also set a reminder for your video appointment in the DCE app, in which case you will receive an appointment reminder on the day of the appointment, 10 minutes before the actual appointment time, so that you have enough time to prepare for the call. The reminder would take the form of a push notification that will appear on your mobile device screen 10 minutes before the scheduled appointment time.
What do I need for the video call?
Please make sure that you have the ID document you submitted during the DCE App enrollment with you and ready during the video call with the UNJSPF as you will be required to show it to the UNJSPF representative as part of ID verification.
Is the video appointment with the Fund a yearly requirement as part of the yearly Digital CE process?
No, you only need to complete the video appointment once to confirm your identity, as part of your initial enrolment in the Digital CE App.
Once your identity has been confirmed during the video appointment with the Fund and you have successfully completed your Digital CE App enrolment, you can simply complete the annual Digital CE process inside the app every year without any direct interaction with the Fund.
The only time that you would have to have another video appointment with the Fund is if you were to delete and re-install the DCE App on your mobile device for some reason OR if you were to change your mobile device; in that case, upon reinstallation of the Digital CE app on the mobile device of your choice, you will have to re-enroll, which will require another video appointment to reconfirm your identity.
Issuing the Digital Certificate of Entitlement
The app is not able to verify my identity. What should I do?
Please make sure to carefully follow the Step-by-Step Guide under the resources section of this page.
If you still encounter issues, please contact the DCE support team at firstname.lastname@example.org.
How can I verify that I have successfully issued the Digital Certificate of Entitlement (DCE)? / How would I know that the Fund has received my DCE?
Please check pages 14 and 15 of the Step-by-Step Guide under the resources section of this page.
Please note that at the end of the process, you will receive an automated email stating the Digital CE validity and duration. This confirmation email will be sent only for Digital CEs and will replace tracking of the returned DCE inside your Member Self-Service (MSS) account. The confirmation email will be sent to the email address you provided during DCE App enrollment. Please keep in mind that you might receive the email in your spam/junk inbox.
My Personal Information
How secure is my personal information when using this app?
Any data collected by the UNJSPF during a Digital Certificate of Entitlement transaction is stored and encrypted on the app itself or on computers maintained in data centers that are protected by the United Nations privileges and immunities. No information is ever stored in the “cloud”.
Will my facial images be recorded in the Digital Certificate of Entitlement?
No. The app will not store images and/or pictures of your face. The app will only generate data of the transactions performed, which are then recorded in an immutable and encrypted ledger to be used for audit purposes.
Will you communicate my data to my government?
No, the UNJSPF will not provide this data to your government.
Will the app be able to recognize my face in 10 years or more?
Yes, the app updates the biometric information every time that a Digital CE is issued and will thus adapt to changes in your facial traits over time.
What do I do if the information presented in the app about me is not correct?
If some personal information such as your name or date of birth is not correct you should take the following steps:
- if you are currently an active UNJSPF participant and staff member of a UNJSPF member organization, you must inform your HR partner or Staff Pension Committee (SPC) office (where applicable) of such issue so that they can make the necessary changes in your organizational records and address this matter to the Fund for appropriate action.
- if you have separated from service and are currently a retiree or beneficiary of the UNJSPF, please contact us at email@example.com or via the online Contact Form in our Contact Us page, so that appropriate action be taken by the Fund.
What do I do if I have multiple benefits from the UNJSPF?
Once you have completed your annual Digital CE Exercise successfully, you will have complied with the DCE Exercise requirement for the given year, and your DCE will be valid and apply to all your UNJSPF benefits.
Accuracy of the Biometric/Facial Recognition
How accurate is the facial recognition system and what alternatives are provided when users cannot be recognized?
The Digital CE App uses an advanced facial recognition algorithm based on “learning” mechanisms that included data related to all ethnic groups. Furthermore, the algorithm improves its accuracy with increase usage. Most of the limitations identified during the pilot testing pertained to cases where the initial biometric data were captured in poor light conditions. In these cases, users are directed to the UNJSPF Call Center for assistance in repeating and completing the process.
Security of the Digital CE Solution
How secure is the Digital CE Solution and what are the privacy risks of my biometric data?
The security of the entire Digital CE Solution has been tested and validated by an independent third-party. The biometric data used by the App are captured and stored only locally, on the users’ device. Therefore, users remain under full control of their data, at all times. Given that UNJSPF does not collect, process, store or transmit any biometric data, the risk of hacking is prevented. Furthermore, the Digital CE infrastructure is hosted by the United Nations International Computing Centre and protected by the relevant and applicable privileges and immunities.
Efficiency of the Digital Solution
I understand that the Digital CE uses the blockchain technology. Is this the same technology used for Bitcoin which is known to be extremely expensive in terms of energy consumption? Is the Digital CE a costly solution to maintain and support?
The Digital CE uses blockchain to create immutable, traceable, and independently auditable records of the transactions.
Blockchain is a technology implemented in wide variety of sectors and activities, and while cryptocurrencies and Bitcoin are some of the most widely known examples, it has been used in a significant number of other applications (i.e., logistics; land registries; supply chain; medical records; etc.).
Contrary to Bitcoin, which is a “public and open” (i.e., “permissionless”) blockchain, which requires a significant amount of energy resources, the Digital CE App is a “private and closed” (i.e., “permissioned”) blockchain. The blockchain supporting the Digital CE does not involve the consumption of significant energy resources and/or extra costs, other than those typically associated with the support of ordinary ICT servers and applications.
Who do I contact for questions or report issues while installing or using the Digital Certificate of Entitlement app?
If you need assistance, please read the Step-by-Step Guide provided under the resources section of this page; it provides detailed guidance and will probably address your questions.
Or, if you encounter issues that are not addressed in the Step-by-Step Guide or inside this FAQ document, you can direct your DCE App related questions or report issues to the Fund by emailing the DCE support team at firstname.lastname@example.org. The team will assist you within max. 3 business days.
Please note that you may also request assistance inside the DCE App by clicking on the question mark “?” on the top corner of some of the DCE App screens; this will take you to a DCE support screen where you can access these Frequently Asked Questions or request support by sending an email to the Fund from inside the app.
What if I need assistance holding my device during the enrollment process to capture my biometric data? Will I be able to ask a relative or friend to assist?
Yes, you can have someone else assist you during the enrollment process to complete the acquisition of your biometric data on the device. A standard icon on the app will guide the user during the enrollment process. The user will be able to change the camera setting (from the front to back camera).
Digital and Paper CE
Can I still use the paper-based form of the Certificate of Entitlement instead of the app?
Yes. The paper-based form of the Certificate of Entitlement (CE) will still be available for those who do not want to adopt the Digital CE application. No action is required from you if you want to continue receiving and submitting to the Fund the paper-based CE form. Please refer to the CE webpage if you need to be reminded of the procedure.
What if I change my mind and want to revert to the paper-based Certificate of Entitlement?
- if you enrolled for the DCE App, but have not issued the digital CE before the end of June, you will receive (and/or can access the CE inside your MSS account) the paper-based annual CE form;
- if, before the end of June, you had already your Digital Certificate of Entitlement issued, then you would have already completed the Digital Certificate of Entitlement exercise successfully and, therefore, will not receive the paper-based CE for that CE year, as no further CE action would be required from you.
I have received the paper-based Certificate of Entitlement even though I have completed the exercise through the App. What should I do?
Please report this to the UNJSPF by emailing email@example.com, and we will respond with adequate advice.
I have been using the Digital Certificate of Entitlement App but I want to opt-out of this service and use the paper-based Certificate of Entitlement instead. What should I do?
If you have only enrolled to use the app (i.e. completed the DCE App enrollment process) but have not, yet, issued the annual Digital Certificate of Entitlement, you will still receive the paper-based CE form for the given CE year.
If, however, you issued the annual Digital Certificate of Entitlement inside the DCE App before the end of June, you will have completed the Digital Certificate of Entitlement exercise successfully and, therefore, will not receive the paper-based CE for that year, as no further CE related action would be required from you.
Disclaimer: The information provided hereof is made available for the sole purpose of assisting UNJSPF’s participants, former participants, and beneficiaries in familiarizing themselves with a new application, described as “Digital Certificate of Entitlement”. In the event of any conflict or inconsistency between the information provided hereof and any UNJSPF provisions (i.e., UNJSPF Regulations, Rules and Pension Adjustment System), the UNJSPF provisions shall prevail.