Frequently asked questions about Acerta and Doccle

1. What is Doccle?

2. Is Doccle safe?

3. How long do the documents remain visible?

4. Is Doccle free?

5. I forgot my username/password. What now?

6. I have a technical problem with my Doccle account. What now?

7. How to get started with Doccle as an employer

8. Can Acerta support me in the roll-out of Doccle in my organisation?

9. One employee on Doccle, all on Doccle?

10. How can the employer know which employees use Doccle and who selected the paperless solution?

11. As an employer I definitely go for the digital payslip. Can I turn the paper setting “off” for all my employees?

12. From when can a new employee start to see his or her payslips in Doccle?

13. Is it legal to only give my employees a digital payslip?

14. Is this Doccle?

15. What is a token?

16. I can't find my employee

17. Where does the employee’s email address in the tile come from?

18. What happens if I change the employee’s email address in the tool?

19. What security measures are in place?

20. Help, something is going wrong!

21. How can I get my Acerta access code for Doccle?

22. Do I have to create a new Doccle account for Acerta if I already have one for e.g. KBC or Telenet?

23. How do I know when a new document is available for me on Doccle?

24. Is the use of Doccle mandatory?

25. Which Acerta documents can I see and manage in Doccle?

26. Can Acerta also access documents from other Doccle partners?

27. What is the difference between Doccle and Zoomit?

28. My employer/legal entity changed. What do I have to do?

29. I have a new HRM number. What do I have to do?

30. I did not have a final national register number and now I do, will I still receive my documents in Doccle?

31. I applied for a token and I received the notice that my employer is blocking this. What now?

Doccle is a safe and easy-to-use digital archive on the internet, the best way to manage your administration in one place. Doccle works as a virtual letterbox: you receive documents (e.g. invoices), you can read, pay and store them.

 Acerta set up Doccle together with Telenet and CM. Other suppliers are also using Doccle now: KBC, Waterlink, Farys ... and more and more are joining. The most recent overview of all partners is available on www.doccle.be/partners.

With Doccle, Acerta offers you a channel for receiving and storing payslips (including corrections), individual accounts, fiscal sheets, vacation certificates, work certificates, documents ASR, and mobility overviews (only for the construction sector).

Hence Acerta is definitely going for digitalisation, a smoother, more efficient and especially greener administration, without paper, with Doccle. Are you in?

Doccle was developed in cooperation with Worldline. Your data are one hundred percent safe and are never used for other purposes. Participating partners do not have access to documents or data from other partners.

More info about Doccle’s privacy policy.

Tax forms and individual accounts are stored for 10 years, payslips for 7 years, unless you decide to delete them sooner.

Documents will never disappear from Doccle without receiving a notification well in time. If you want to store documents longer, you can always save them on your own computer.

Yes, no costs are related to Doccle.

On the Doccle login page you can request your username and/or password. Make sure to use the email address you used to create your account. Did you forget or do you think this is easier, get in touch via the chat function on Doccle.be.

Caution! Do not create a new account because you will lose all connections with the partners you were already connected to.

Doccle has a helpdesk. You can contact it via the chat function.

Every Doccle user needs a token to login to Doccle.

Employers have 2 options to request those tokens:

• You make a collective request for tokens for all employees;
• You encourage employees to request their tokens individually.

The collective request can be done easily through your Acerta branch. Get in touch through this page and receive a list with a token per employee.

Yes, Acerta has a set of Quicklearns for employers and employees that are available on MyAcerta in the 'Learning Center' application."

No. Every employee makes an individual choice to either use Doccle or not. Even if you do not actively promote Doccle as an employer, your employee can still request a token and use Doccle to receive his/her documents in digital format. It is recommended to make a choice as an organisation and communicate it to your employees. 

You will find an overview of the employees and their Doccle settings on My Documents. You will see which employees are connected with Doccle and what the paper setting is (on or off).

No, employees have to change that option in Doccle under settings. As an employer you communicate this choice and the method to your employees.
Click here to watch the success stories, tips & tricks from Acerta and other customers when rolling out Doccle.

Your new employee can access his/her payslips in Doccle AFTER the first payroll processing.

Yes. Acerta advises to include the following provision in your work rules or employment contract: “The employee declares to agree that his future payslips/ that as of salary period XXX payslips shall exclusively be sent to him in digital format and stored by the employer via Doccle cvba, company number 0846.382.408, which acts as a digital archiving service. These payslips can be consulted in Doccle via www.doccle.be.”

No, this is not Doccle. This is a tool that allows you, as an employer, to send a token to your employee, which they can use to open their Acerta box on Doccle.

The token is an encrypted key that gives the employee access to the Acerta box on Doccle. Previously, the employee had to manually enter the token, which often led to mistakes and frustration. Now, the token is embedded behind the access button in the email sent to the employee.
Important: The employee’s national registry number is embedded in this token. Therefore, do not forward it to anyone else.

Employees only become visible in the tool the day after you have created them.

If you, as an employer, work with Connect, we retrieve the employee’s email address from Connect to avoid duplicate input. The order we follow is: first the work email address, and if that is not filled in, we use the private email address.

If you change the email address in the tool, it will not be updated in Connect. Connect remains the master source of the data.

We can only check the format of the email address: does it contain an “@”? Is there a dot? Is the extension something like .com or .be? We cannot detect typos.
There are no further security measures, not even at Doccle. Whoever receives the email with the token will be able to access the employee’s Acerta box on Doccle. The reason for this is to keep the process simple and accessible, ensuring an easy transition for as many people as possible.

20.1 I can’t enter an email address
If you can’t enter an email address, check the “Doccle” column. If it says “connected,” a link has already been established with the Acerta box on Doccle.

20.2 I can’t send a token
If there is no blue or green envelope icon at the end of the row, check the “Doccle” column. If it says “connected,” a link has already been established with the Acerta box on Doccle, and therefore, a token can no longer be sent.
For both of the above cases: if your employee is not connected, but the tool shows that a connection with Doccle exists, you need to contact Acerta to request that the connection be removed. Once Acerta has arranged this with Doccle, you will be able to enter or change the email address and send a token again.

20.3 I used the wrong email address
Person B receives the token intended for Person A.

• If only the email was sent, but Person B did not click the connection button, there is no issue.
  • Ask Person B to delete the email.
  • Change the email address and send a new token to Person A.
  • Let Person A establish the connection.
• If Person B already established the connection, it must be undone:
  • Contact Acerta, who will coordinate with Doccle to remove the link.
  • After Acerta confirms that the connection with Person B has been removed, change the email address and send a new token to Person A.
  • Let Person A establish the connection.

20.4 Other Reasons for Incorrect Connections
There are various reasons why an incorrect connection may have been made.
The solution is always the same: disconnect the link and start over

20.5 Temporary National Registry Number
When a foreign employee is assigned a temporary national registry number and later receives a definitive one, manual intervention by Acerta is required.
The temporary number is already linked to the Acerta box on Doccle, and this needs to be redirected to the definitive number.
To resolve this, contact your Acerta contact.

As an employee you have 2 ways to make the connection between Doccle and Acerta:

1. If you received an e-mail from your employer, click on Doccle Connect.
2. With e-id an employee can activate his/her token and connect directly with Acerta in Doccle. Click here to make the connection.

You do not have to create a separate Doccle account for Acerta if you already have an account. You do need your Acerta token to make the connection with your Acerta documents. Log on with your user data and click on the Acerta logo. This is the link to the Doccle application.

You will receive an email from community@doccle.be as soon as a new documents is available to you in Doccle.

No, Doccle is an additional service from Acerta. Your employer determines whether and how he wants to use Doccle. If you know and/or use Doccle but your employer does not (yet), you can ask your employer about it.

On Doccle you can access your payslips (including corrections), individual accounts, fiscal sheets, vacation certificates, work certificates, documents ASR, and mobility overviews (only for the construction sector) from your employer via ‘connect with Acerta’.

The documents you can consult are not dependent on the moment you connect to the Acerta box in Doccle. Once you gain access to the Acerta box, you will also see documents from the past.

No. You should see Doccle as your own letterbox, just that it is online. The different Doccle partners obviously know what they sent you, but they do not see what other partners sent you.

On Doccle you can see, manage and pay documents. It simplifies your personal administration.
On Zoomit you can only make payments.

If your new employer also works with Acerta as a payroll company, you just have to reconnect with Acerta in Doccle. You can do so with your existing Doccle account via e-id. Or request a new token with your new HRM number and your national register number.

If you stayed with the same employer but you were given a new HRM number, reconnect with Acerta on Doccle with your existing Doccle account via e-id. Or request a new token with your new HRM number (see question 15).

No, you have to reconnect with Acerta in Doccle with your existing Doccle account and your new national register number.

Your employer seems to have chosen to block Doccle which makes it impossible to manage digital documents via Doccle. Contact your employer if you want to change this.