IO App and Digital Driver's License, PagoPA Explains the Issue with Names Containing Diacritics and Special Characters

The introduction of the digital driver's license within the IO app, made possible by the IT-Wallet system, represents one of the main advancements in the digitization of personal documents in Italy. The service allows citizens to store a version of the driver's license on their smartphone that has full legal value on national territory, thus avoiding the need to carry the physical document at all times.

During checks conducted by law enforcement, the digital driver's license can be exhibited directly through the IO app and holds the same validity as the traditional document, although it cannot be used as a travel document. The platform also protects personal data through encryption systems and allows access only via biometric authentication or the device's PIN code. Verification occurs by showing a dynamic QR Code generated by the application, without needing to hand over the smartphone to the operators.

However, in the first days of the service's availability, some difficulties emerged, especially reported by citizens from South Tyrol, particularly those who have special characters in their first or last name, such as diacritics (ä, ö, ü). Initially, it was hypothesized that the issue stemmed from a technical limitation of the application in managing these characters.

Are special characters like diacritics a problem for the IO app? PagoPA has clarified that the cause is different. According to the company’s explanation, the IO app does not directly carry out the necessary checks for the issuance of the digital driver's license but simply receives the outcome of the checks made by the public registers involved in the procedure. The systems involved include the National Register of Driving Licenses and the National Register of Resident Population (ANPR).

All platforms, including the IO app, are designed to correctly handle special characters and diacritical marks, including diacritics. The procedure is only interrupted when the automatic checks identify a mismatch between the personal data in the two registers. In these cases, the system suspends the issuance of the digital driver's license as a measure of protection for the citizen's identity.

When this situation occurs, the app displays a message prompting the user to contact the Motorization assistance service. The operators will then carry out the necessary checks to identify the origin of the discrepancy and, if possible, proceed with aligning the information.