Frequently asked questions

Is there any maintenance or malfunction with DigiD?

DigiD is not part of the IND. Check with Logius (Dutch only) if there is maintenance or a malfunction with DigiD. 

Is there no maintenance or malfunction with DigiD, but you are unable to log in?

This may have a number of causes:

• You are not using the correct username or password. Check that you are using the correct details. Pay attention to the use of upper and lower case letters.
• You have not activated your DigiD. First activate your DigiD with the activation code you received by letter.
• Your DigiD is blocked. Wait until the blockage is lifted and try again.
• Your DigiD has expired because you have not used it for 3 years. If so, reapply for your DigiD.

Are you using old software on your computer or mobile device? It may not meet DigiD's minimum security requirements. 

Check whether you have completed all the fields on the page. Then click 'Next'.

Make sure your internet browser (Internet Explorer, Safari, Firefox, Chrome) is up to date. Otherwise, the 'Next' button won't work. 

Update your browser and try again.

Many questions include an explanation. Click on the link by the question. This will bring up a text that explains the question.

Use our written form to submit your application. There may be several reasons why you cannot (yet) submit your application online.

Are you mentioned on the back of the residence card as the parent with whom the minor child is staying? Then you are a social sponsor. You can submit an application for an extension of the residence permit of your minor child.  You log in with your own DigiD.

You can only upload documents requested on the application form.

Did you already send in your online or written application and now you want to upload additional documents? You can do this as long as we haven't made a decision on your application. 

Go to Uploading documents after your application and read how you can upload more documents.

The quality of an uploaded photo is not good enough. Send a photo card by post to the IND. 

Please contact the IND. We can check if we received your application.

If the IND has not received your application, we will return the money to your bank account. You can make a new application.

The IND will refund the excess amount to your bank account. You do not need to do anything.

1. In your online application find the menu button (upper left of the page).
2. Click 'Save'.

Often you will get a follow-up question depending on your search engine or browser preferences.

For example, are you working with Internet Explorer? Then below on your screen you will see the text: 'Do you want to open or save the file?' If you choose 'save', Internet Explorer will save a file in your Downloads folder. The saved file has the extension .tfa.

Your online application is now saved on your own computer.

1. Go to ind.nl and find the online application form you need.
2. Log in with your DigiD and SMS code.
3. Click the menu button (upper left of the screen) and select 'Open'.
4. Click 'Select a file'. This will open a programme (Explorer/Finder) to find documents on your computer.
5. Go to the Downloads folder.
6. In the Downloads folder, select the .tfa file you saved before.

You can only upload PDF files with a maximum of 8 MB per file. Do not password protect PDF files for ind.nl. Read more about uploading documents.

The online application you want to save is stored on your computer as a TFA file.  If you upload additional documents, the file may become too large. Due to a technical limitation, you cannot reopen a saved TFA file that is larger than 25MB.

Instead, you can save your application without uploading first. When you reopen your application, you can upload additional documents.  After that, you can submit your application.

• Faxes are technically outdated and vulnerable to interception.
• Fax communication does not comply with the General Data Protection Regulation (GDPR), NTA 7516 and BIO standards.
• Digital communication is more secure, and fits the digitalisation strategy of the IND. 

• Use the digital portals of the IND:
  • File mailbox
  • Solicitor portal
  • Business portal
• Secure email via Zivver or another secure email application (that complies with NTA 7516).
• Formal messages, such as objection letters and notices of default, can be submitted by post or secure email.

Zivver is preferred because it meets all the technical requirements of NTA 7516. Other secure email applications are also allowed, if they can show they meet the NTA 7516 standards. 

The NTA 7516 certification is no longer valid since 15 May 2022. However, the rules and agreements of NTA 7516 still apply. Organisations are still required to comply with them.

The IND has chosen to use Zivver because it meets all requirements. The IND is currently assessing which other email providers are also suitable. Check yourself whether your provider complies with NTA 7516.

Use a Secure email starter to email the IND easily and securely. The starter will direct you to the Zivver WebApp and send your email directly to the correct IND mailbox. Sending is almost always received (confirmation via the envelope icon).

You will see a delivery confirmation via an envelope icon in the bottom left of your email:

• Green: Email successfully sent and received.
• Orange (upward arrow): Something went wrong. Click the envelope for more details.

No confirmation? Contact your email service provider.
 

Check the settings or subscription of your email application. Keep a copy of the sent email as proof.

Current situation via Secure email starter (IND.nl):

Make a printout or screenshot of the confirmation. It is currently not possible to download the receipt (green envelope). The IND is looking into adding a download button for the delivery confirmation.

If you are using your own solution to email securely:

Contact your provider for information about downloading or forwarding the confirmation.
 

You can do this in the same way the objection letter was submitted. See the instructions on Object or appeal decision.

• Maximum 10 MB per document.
• Maximum 20 MB per email.

Do you have larger files? Send them in multiple emails.

You can report your absence to the IND via the Secure email starter on the page Submitting your documents. Always state if someone will be handling your cases in your absence. The notification will be linked to you as the authorised representative in the INDIGO system by the IND.

You can send a message to the IND in individual cases, for example, if you want to request an extension due to your absence. Refer to your earlier absence notification in that message.