IO brings messages, payments and selected public services together on a smartphone. This guide explains how to download it, sign in and identify the right contact when something goes wrong.
The functions you see depend on participating authorities and your circumstances. IO is a channel: it does not create administrative cases, decide what a message says or replace the competent authority.
The IO app at a glance
- Operator
- Free public-service app managed by PagoPA S.p.A.
- Who can use it
- Adults with a supported digital identity
- Access
- Level 2 SPID, level 2 CieID or level 3 CIE
- Availability
- Mobile app only; no complete web or desktop version
- Payments
- The app is free; the PSP may charge a transaction fee
- Last review
- Functions and sources checked on 26 July 2026
Section 1
IO at a glance
Start by distinguishing the app, the authority providing the service and the other parties involved.
IO brings communications and functions selected by public authorities into one app. What appears can vary according to the municipality, the authority and the information linked to your identity.
The app makes access easier, but responsibility for the administrative matter stays with the competent authority. Contact the sender or creditor if an administrative detail is wrong.
IO
Displays messages and services and supports selected operations on a phone.
Public authority
Chooses which services to provide and remains responsible for the content and case.
pagoPA
Runs the payment infrastructure connecting participating authorities and channels.
PSP
Processes the payment and may charge the fee shown before confirmation.
Section 2
What IO is and what it does not do
IO is a digital public-service channel, not an authority that decides administrative cases.
IO is the free public-service app managed by PagoPA S.p.A. Participating authorities can use it to send communications and provide selected functions.
IO does not automatically open a case, verify whether an amount is correct or change information held by an authority. The sender shown in the message remains responsible for its content.
- Channel
- The means through which you receive a message or use a function.
- Service
- A function that an authority has chosen to make available in IO.
- Administrative case
- The underlying procedure managed by the competent authority.
- Sender
- The authority responsible for the information in a communication.
Section 3
Who can use IO
The profile is personal and requires both adulthood and a digital identity.
IO is intended for adults who can identify themselves through a supported method. Messages and documents are linked to the person who signs in.
You cannot add a spouse, parent or child to your account. Even when helping someone, do not ask for or retain their credentials.
Before signing in
- Make sure you are at least 18.
- Prepare SPID or a CIE with a suitable access method.
- Use a personal, protected phone.
- Keep the phone number and email used by connected services current when required.
Section 4
How to download IO safely
Use only the official download page or your phone’s official store.
Safe installation
Open the official page
Start at ioapp.it/scarica-io or search for IO in the device’s official store.
Check the app
Verify its name, developer and official link before installing it.
Read the current requirements
Use the download page for the latest supported Android and iOS versions.
Complete the first sign-in
Open the installed app and choose one of the accepted digital identities.
What to avoid
- APK files or installation packages received in a message.
- Alternative stores and pages imitating the official website.
- Urgent links asking you to update IO by entering credentials.
- Computer programs advertised as a complete desktop version of IO.
Section 5
How to sign in
Three digital-identity methods were supported when checked on 26 July 2026.
Level 2 SPID
Use the credentials and second factor required by your SPID provider.
Level 2 CieID
Authorize access through the CieID app with the associated CIE.
Level 3 CIE
Use the card’s PIN and read it by NFC on a compatible device.
Personal access
Whichever method you choose identifies the digital identity holder.
First sign-in
Choose SPID or CIE
Start in the app and continue only through official screens.
Complete identification
Follow the steps from your SPID provider or selected CIE method.
Create the unlock code
Set the personal code used to reopen IO on the device.
Consider biometrics
Where available, enable it to unlock the app without entering the code each time.
Section 6
Unlock code, credentials and PINs
Each code has a different purpose and must remain private.
- IO unlock code
- Protects access to the app on your phone and is chosen during setup.
- SPID credentials
- Identify you to the SPID provider and include the required second factor.
- CIE PIN
- Is used with the card for operations requiring level 3 identity.
- CieID app code
- Protects and authorizes use of the CIE associated with the CieID app.
Essential rules
- Use different codes where the service allows it.
- Never send a PIN, password, one-time code or unlock code by chat or email.
- Do not dictate codes during an incoming call.
- Hide sensitive notifications on the lock screen.
- Review access if you notice activity you do not recognize.
Section 7
Messages and services
Availability and content depend on the authority using IO.
Authorities can send communications, reminders and deadlines or provide a specific function. Not every authority participates, and participating authorities do not all activate the same services.
Read each message in context. Check the sender, subject, attachments and the channel indicated for questions.
Technical problem
Use IO support if a message will not open or the app fails.
Incorrect content
Contact the sender for case details, amounts or deadlines.
Missing service
Check whether the authority provides it through another channel.
Unexpected message
Verify the sender and do not follow unverified external links.
Section 8
pagoPA payments in IO
You can pay a received notice or capture its details, while keeping each party’s role clear.
IO can open a pagoPA notice received in a message or capture its QR code and notice details through the available functions. Before confirming, check the creditor, reason and amount.
There is no charge for using the app itself. The PSP selected to process the payment may charge a fee, shown in the summary.
- IO
- The channel used to open or enter the notice and view the transaction.
- pagoPA
- The platform connecting the authority, payment channel and provider.
- Creditor authority
- Issues the notice and is responsible for the reason, amount and debt position.
- PSP
- Processes the payment, displays the fee and produces the transaction result.
Before paying
Open or capture the notice
Use the received message or the QR code and information printed on the notice.
Check the details
Verify the authority, named debtor, amount and reason for payment.
Choose the PSP
Review the transaction summary and the fee shown.
Confirm and keep evidence
Complete the payment and save the receipt available in the app.
| Document | Who produces it | What it shows |
|---|---|---|
| Payment receipt | Payment system / PSP | The result of the pagoPA transaction |
| Proof of settlement from the authority | Creditor authority, where applicable | What is required for the specific administrative matter |
Section 9
Documents on IO and the Italian IT-Wallet
Documents on IO is an initial step in Italy’s IT-Wallet system and supports only personal documents.
Documents on IO allows digital versions of selected personal documents to be added to the app. The function is an initial step in Italy’s IT-Wallet system.
The list below reflects the review on 26 July 2026. Availability and verification methods can change, so check the current instructions in the app and on the official website.
Driving licence
Available digitally in the supported circumstances and uses.
Italian health card – EHIC
Digitally represents the supported personal health-card details.
European Disability Card
Available to the holder when the document is supported.
CIE
As of the review date, it cannot be added to the IO Wallet.
Using digital documents carefully
- Add only documents issued to you.
- Open a document in the app when it must be verified.
- Check whether the specific context accepts the digital version.
- Carry the physical document where a procedure requires it.
- Protect the screen from unauthorized access and copying.
Section 10
SEND communications in IO
IO can deliver messages connected to digital notifications with legal value.
SEND is Italy’s digital notification service. When an authority uses SEND and the service is activated in IO, a second message can arrive containing the legally valid communication and documents to read.
Open the message promptly and review the official documents. Follow the sender authority’s instructions for questions, payments or challenges concerning the content.
When a SEND communication arrives
Check the sender and service
Make sure the message is identified as a SEND communication.
Activate the service if required
Follow the official process in IO to receive the complete communication.
Open the second message
Read the communication and documents within 5 days, or 120 hours from sending.
Follow the document
Use the deadlines and channels stated in the official material received.
Section 11
Sign with IO
The function is available only for a specific request initiated by an authority.
Sign with IO provides a free qualified electronic signature only when an authority initiates the process. The request may arrive in an IO message or, in some cases, start on the authority’s website and redirect to the app. It is a one-shot signature for that individual operation.
A level 3 CIE and its PIN are required. Read the document and verify the sender before continuing.
- Authority’s request
- Starts from an IO message or, in some cases, the authority’s website and identifies the document to be signed.
- Qualified electronic signature
- The signature applied to that single request.
- Level 3 CIE
- Identifies the signer through the card and required PIN.
- One-shot
- The signature is limited to that operation and does not create a reusable signing tool.
Before signing
- Check the requesting authority’s name.
- Read the entire document.
- Verify details, attachments and stated consequences.
- Use the PIN only in the official process.
- Keep the completed document when it becomes available.
Section 12
Profile and device security
Protect the device, codes and access with a few practical checks.
Essential checks
- Download IO only from official stores or the ioapp.it page.
- Protect the phone with a passcode, fingerprint or face scan.
- Do not share credentials, PINs, one-time codes or the unlock code.
- Review access that you do not recognize.
- Update the app and operating system through official channels.
- Open support by typing the official address yourself.
If you lose the device
Secure the phone
Use the manufacturer’s or operating system’s tools to lock it.
Manage IO access
Open account.ioapp.it directly and follow the official procedure.
Protect digital identities
Contact the SPID provider or use CIE support if unauthorized access is possible.
Review activity
Check messages, payments and access and report anything you do not recognize.
Section 13
Common problems and support
Choose the support channel according to where the problem originates.
SPID access
Contact your SPID provider about passwords, one-time codes, lockouts or identification.
CIE or CieID
Use CIE support for PIN, PUK, association and card-reading problems.
App or payment
Use the IO Help Centre or relevant pagoPA support for technical errors.
Message or amount
Contact the sender or creditor about the content, case or debt.
Useful information to prepare
- A short description of the problem and when it occurs.
- The operating-system version and device model, without secret data.
- The name of the service or authority involved.
- A notice or case reference only through the official channel.
- A screenshot with personal details hidden, only if official support requests it.
Section 14
Related guides
Read more about digital identity, payments and security in the dedicated guides.
Use the specific guide when the problem concerns digital identity, a pagoPA notice or a suspicious message. IO connects these tools but does not make them interchangeable.
- SPIDActivation, access and support for the Italian SPID digital identity.
- Electronic Identity CardCIE, PIN, PUK, CieID and supported access levels.
- pagoPANotices, fees, results, receipts and payment problems.
- Scam-prevention guidePractical checks for suspicious messages, websites and requests.
- All guidesBrowse the complete Percorso Cittadino guide catalogue.
Section 15
Frequently asked questions
Quick answers about access, profiles, payments, documents and security.
Is IO free?
Yes. Downloading and using IO is free. When you pay a pagoPA notice, your chosen payment service provider may charge a fee, which is shown before you confirm.
Can I use IO on a computer?
No. There is no complete web or desktop version of IO. Some connected operations may open official web pages, but messages, services and the Wallet are used in the smartphone app.
Can I sign in without SPID?
Yes, if you have a supported CIE. You can use CieID for level 2 access, or level 3 CIE access with the card’s PIN and an NFC reading. Anonymous access is not available.
Can I use a family member’s profile?
No. An IO profile is personal and cannot include another person. An adult family member must use their own digital identity and profile.
Do all municipalities provide the same services?
No. Messages and services depend on participating authorities, the local area and the person’s circumstances. If a function is missing, check the competent authority’s website.
Where can I find a payment receipt?
Open the Payments section and select the relevant transaction. The payment receipt is not always the same as proof of settlement required by the creditor authority. Contact the authority if it asks for an additional document.
What should I do if I lose my phone?
Secure the device immediately and use the official procedure at account.ioapp.it to manage access. Do not give credentials, PINs, one-time passwords or your unlock code to anyone offering support.
Can I add my CIE to the IO Wallet?
No. As checked on 26 July 2026, a digital CIE cannot be added to Documents on IO. The CIE can still be used as a digital identity through the supported access methods.
Is SEND’s 120-hour period a deadline to pay or appeal?
No. The 120 hours concern opening SEND’s second message after it is sent, to avoid an additional paper registered letter and possible related costs. They are not a general deadline for payment, appeal or every legal effect.
Can I sign any PDF with Sign with IO?
No. Sign with IO is available only for a request initiated by an authority, through an IO message or, in some cases, from the authority’s website with a redirect to the app. The qualified electronic signature is free and applies to that one operation; it is not a tool for independently signing files chosen by the user.
Section 16
Official sources
IO pages and Help Centre articles used for this review.
The sources were checked on 26 July 2026. Functions, requirements and screens can change, so always check the current official page and the competent authority’s instructions before continuing.
- Official overview of the IO appOfficial overview of the public-services app, its main features and the project.
- Who can use IO (Italian)Personal eligibility requirements and limits on using the app for another person.
- Download the IO app (Italian)Official page with links to download IO free of charge from the supported app stores.
- Using IO from a computer (Italian)Clarifies that IO is an app and does not provide a full version for use on a computer.
- What you need to access IO (Italian)Officially supported access methods: SPID level 2, CieID, or a physical CIE with its PIN and an NFC-enabled device.
- Create the unlock code (Italian)Instructions for the personal six-digit code created on first access and used to unlock the app.
- Enable biometric recognition (Italian)Optional procedure for unlocking IO with biometric recognition configured on the device.
- Lost or stolen device (Italian)Official steps to block access to IO from a lost or stolen device and recover the account.
- Digital identity theft (Italian)Guidance on protecting IO and contacting the digital-identity provider after unrecognized use.
- Receive messages from public bodies (Italian)Official overview of messages and services that public bodies make available through IO.
- Errors in messages or payment notices (Italian)Explains when to contact the public body that sent a message or notice containing incorrect information.
- Pay with IO (Italian)Official ways to pay a pagoPA notice received in the app or added by QR code or manual entry.
- Where to find a payment receipt (Italian)Guidance on viewing and downloading a receipt in the Messages and Payments sections.
- Choose a payment service provider (Italian)Explains the role of the payment service provider and how to compare available fees.
- What Documents on IO is (Italian)Official overview of personal documents available in the app and their relationship with IT-Wallet.
- When and how to use digital documents (Italian)Contexts for using digital documents and a warning that photographs and screenshots have no legal value.
- Messages from SEND on IO (Italian)Explains how to open a legal communication received through SEND and the specific 120-hour period described by IO support.
- Sign with IO (Italian)Requirements and limits of the qualified electronic signature requested by a public body through IO.
- IO Help Centre (Italian)Official collection of help articles and support procedures for the IO app.
- IO app privacy notice (Italian)Official notice on the processing of personal data in the IO app.