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.

App gets stuck on startup In progress
App functionality: Android devices

chat Reported 5/7/2024

update Updated 31/12/2024

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.
Confirming registration with PIN fails after a long wait In progress
Registration: iPhone & Android devices

chat Reported 20/4/2024

update Updated 31/12/2024

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 20/4/2024

update Updated 31/12/2024

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 31/12/2024

build_circle What to do
What to do
On your phone, open ‘Settings’, navigate to ‘General management’, then choose ‘Language packs’; make sure both Dutch and English are activated.
error Cause
Cause
This error occurs when either the Dutch or the English language pack has not been installed on the device; the Vidua app needs both to function properly.
Registration with specific types of Danish passports not possible. Under investigation
Registration: Danish passports issued before 2021

chat Reported 31/12/2024

update Updated 31/12/2024

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.
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 31/12/2024

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 crashes just before or after choosing a PIN code Under investigation
App functionality: Samsung Galaxy devices S8, S9, A8, A9

chat Reported 1/1/2023

update Updated 31/12/2024

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 does not work or is unstable on Chinese-branded phones Under investigation
App functionality: Huawei, Xiaomi, Oppo, or OnePlus devices after 2019

chat Reported 1/1/2023

update Updated 31/12/2024

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
Various Chinese smartphone manufacturers can no longer use Android services necessary for stable use of the Vidua app. As soon as the laws and regulations permit, we will ensure that you can register with these devices again.
Device shows an error message that time settings are incorrect Resloved
App functionality: iPhone & Android devices

chat Reported 30/5/2024

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.
Error after entering email address at the start of a registration Resolved
App functionality: Android devices

chat Reported 8/10/2024

update Updated 14/10/2024

build_circle What to do
What to do
Close the Vidua app and open it again. Navigate to the menu in the homescreen. Select: “Register again” in the menu.
error Cause
Cause
A bug in the Android storage system. We are transfering the storage of technical items to the apps own storage system to prevent this error in the future.
Grey waiting screen in app is confusing Resolved
Signing: Adobe Sign

chat Reported 1/1/2024

update Updated 5/7/2024

build_circle What to do
What to do
Return to the Adobe Sign browser window and continue there. Note: this window is on desktop or mobile, depending on the device you started with.
error Cause
Cause
The app is awaiting user action in Adobe Sign, but this is unclear to users.
App does not start Resolved
App functionality: Android 14 devices

chat Reported 21/5/2024

update Updated 29/5/2024

build_circle What to do
What to do
Update the Vidua app in the Play Store / App Store.
error Cause
Cause
Security software applied contains a bug for these devices.
App does not start after registration Resolved
App functionality: Android devices

chat Reported 30/9/2023

update Updated 11/3/2024

build_circle What to do
What to do
Update the Vidua app in the Play Store / App Store.
error Cause
Cause
The secure storage on the device contains a bug causing it to clear itself.