Known issues

Known issues with registration and use of Vidua

The Vidua app runs on over 11,000 different Android and iPhone devices with about 600 versions of the operating system.

At Vidua, we strive to provide an consistent and stable user experience across all these devices. We actively monitor and try to resolve issues before users notice them. However, sometimes Vidua may not function properly with a specific device, and these issues cannot always be resolved immediately. Below is an overview of known issues when using Vidua.

Are you experiencing a (technical) problem using Vidua? We apologize for the inconvenience. Please try the following two steps to see if they resolve the issue:

  • Close the app and check if an update is available in the App store or Play store. Install the update and open the app again.
  • Restart your phone and open the app again.

You can also contact our customer service at (+31) (0)70 820 96 80 or klantenservice@vidua.nl. They are happy to assist you, and your feedback helps us continuously improve our product.

The button to initiate the process of taking a picture of an ID document does not react In progress
Registration: iPhone

chat Reported 17/09/2025

update Updated 17/09/2025

build_circle What to do
What to do
Close all the apps that run in the background; turn off screen time restrictions
error Cause
Cause
1: There are applications running in the background that are using the camera.
2: Screentime restrictions prevent the Vidua app from accessing the camera.
The Vidua app crashes after entering the PIN code for identification on move.nl or to confirm a signature In progress
App functionality: iPhone

chat Reported 08/08/2025

update Updated 17/09/2025

build_circle What to do
What to do
Update your iPhone to the latest iOS version.
error Cause
Cause
Due to a technical issue in iOS 17, the Vidua app may crash after the PIN code has been entered for identification on move.nl or to confirm the signature.
The NFC chip in German ID cards (2021 model) may not be readable In progress
Registration: iPhone & Android devices

chat Reported 28/07/2025

update Updated 17/09/2025

build_circle What to do
What to do
Register with your passport if possible.
error Cause
Cause
Due to a technical issue, it is not always possible to read the portrait photo from the NFC chip.
The quality of the video and/or audio during the video call is not optimal In progress
Registration: iPhone & Android devices

chat Reported 18/07/2025

update Updated 17/09/2025

build_circle What to do
What to do
Delete and re-install the Vidua app.
error Cause
Cause
Due to a technical issue with our supplier, it may occur that the video and/or audio quality during your video call is not optimal.
Confirming registration with PIN fails after a long wait In progress
Registration: iPhone & Android devices

chat Reported 20/04/2024

update Updated 17/09/2025

build_circle What to do
What to do
Force close the app (swipe away in the task window) and wait 15 minutes. Reopen the app and enter your PIN. You can then continue from where you left off.
error Cause
Cause
The app times out because the process takes too long.
Scanning the NFC chip fails In progress
Registration: iPhone & Android devices

chat Reported 20/04/2024

update Updated 17/09/2025

build_circle What to do
What to do
You can skip the NFC scan after waiting for one minute; additional checks will be performed in the video call to control the authenticity of your ID document.
ATTENTION! This is only possible with Dutch ID documents, the NFC scan is a manditory step with foreign documents.
error Cause
Cause
Phone cases, cards, damage and irregularities in the scanning process can prevent the successful completion of the NFC scan.
App shows error ‘phone unsecured’, even though PIN, facial or fingerprint security is active In progress
App functionality: Android devices

chat Reported 19/12/2024

update Updated 17/09/2025

build_circle What to do
What to do
1: if you have different user profiles on your phone, navigate back to the main user profile.
2: deactivate battery optimisation settings.
3: if you only have biometric security, install a fallback PIN.
4: delete the Vidua app, reset your screen security, reinstall the Vidua app.
error Cause
Cause
This error occurs when the Vidua app cannot control the security of the device.
Confirmation email not received In progress
Registration: Windows email addresses, like @outlook, @live, @hotmail, or @home

chat Reported 16/04/2025

update Updated 17/09/2025

build_circle What to do
What to do
Cause 1: try opening your mailbox on a different device.
Cause 2: re-enter your email address and try sending it again
If both of these solution do not yield a positive result, then contact our customer service.
error Cause
Cause
Cause 1: your email has been queued for delivery.
Cause 2: your email has been blocked by a spam filter.
Rugged smartphones do not function properly with the Vidua app Under investigation
App functionality: Rugged smartphones, like CAT, Ulefone or Blackview

chat Reported 14/08/2024

update Updated 17/09/2025

build_circle What to do
What to do
Please note that the Vidua app may not function as smoothly on these devices. If possible, we recommend using a different device for a better experience.
error Cause
Cause
These devices contain additional software or hardware that may interfere with the optimal performance of the Vidua app.
App is unreliable on certain Android brands Under investigation
App functionality: Huawei, Xiaomi, Oppo, Motorola, or OnePlus devices.

chat Reported 01/01/2023

update Updated 17/09/2025

build_circle What to do
What to do
Please note that the functioning of the Vidua app may be substandard on these devices. If possible, we recommend you to use another device.
error Cause
Cause
Due to deviant implementation of several security checking mechanisms by these manufacturers, it is possibly that the Vidua app will not run smoothly on cetain devices.
App shows error ‘phone security could not be verified’ when using the app for the first time in a while. Resolved
App functionality: iPhone

chat Reported 20/01/2025

update Updated 17/09/2025

build_circle What to do
What to do
You can use the retry-button to try again. If this does not work, open ‘settings’ on your iPhone, within settings, navigate to ‘app store’, switch off ‘offload unused apps’; the Vidua app will work properly after regsitering again.
error Cause
Cause
The app attestation could not be verified due to a problem in Apple’s key storage system. This could have one of the following causes:
Cause 1: the feautre ‘offload unsed apps’ has been activated; apple has confirmed that this feature causes attestation issues for apps like Vidua.
Cause 2: other attesation issue.
The app takes two photos of either the front or back of my ID card Resolved
Registration: iPhone & Android devices

chat Reported 10/07/2025

update Updated 17/09/2025

build_circle What to do
What to do
Turn your ID card over within 5 seconds after the first photo is taken.
error Cause
Cause
Due to a technical issue with the supplier, the available time to flip the card has been shortened.
App crashes just before or after choosing a PIN code Resolved
App functionality: Samsung Galaxy devices S8, S9, A8, A9

chat Reported 01/01/2023

update Updated 09/07/2025

build_circle What to do
What to do
Unfortunately you cannot register with Vidua on these devices at this time. We recommend you to use another device.
error Cause
Cause
These devices are not equipped with the necessary security features (i.e., root certificate) by the manufacturer for safe use.
App gets stuck on startup Resolved
App functionality: Android devices

chat Reported 05/04/2024

update Updated 16/04/2025

build_circle What to do
What to do
In the settings of your phone, check if Google Play Services are active. Also make sure your phone is secured with a PIN, face/ fingerprint recognition or other forms of securities. If there is an update available, run it and open the app again. If this does not work, contact customer service.
error Cause
Cause
Cause 1: an update should be performed.
Cause 2: Google Play Services are not activated.
Cause 3: Device does not have unlock security.
Registration with specific types of Danish passports not possible. Resolved
Registration: Danish passports issued before 2021

chat Reported 31/12/2024

update Updated 14/03/2025

build_circle What to do
What to do
We regret that Danish passports issued before 2021 cannot currently be used for registration. Please know that we are actively working to enable support for these passport models in the near future. We appreciate your understanding and patience as we work towards a solution.
error Cause
Cause
Due to differences in encryption standards, the current system cannot verify the authenticity of the NFC chip of certain older passport types.
Device shows an error message that time settings are incorrect Resolved
App functionality: iPhone & Android devices

chat Reported 30/05/2024

update Updated 21/11/2024

build_circle What to do
What to do
Check if your device’s time settings are set to ‘automatic’. If there is an app update in the App Store or Play Store, it will usually resolve the issue. Contact customer service if this is not the case.
error Cause
Cause
Cause 1: Device time settings are set to something other than ‘automatic’
Cause 2: The device is missing a required update for the app.