The most common issues are easy to resolve. Check the following for the most common issues:
- Ident-ID: You will need this to start the process. It consists of 8 letters in the format ABC-DEFGH.
- Identification Document: You will need to identify yourself with a valid ID. Have this ready before you start.
- Light: Make sure that there is plenty of light, and it is shining on your face and not from behind you (e.g. a window).
- Internet connection: Ensure that you have an active internet connection. We recommend using WiFi, but a mobile data connection will work too.
If this doesn’t help, then restart the app and start the process again.
If the problem persists, there are two things you can do:
- Contact us using our contact form.
- Contact our partner that provided you with the Ident-ID.
Please provide your Ident-ID and details regarding your issue so that we can help.