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.

An NFC check cannot be carried out for certain non-Dutch documents. In progress
Registration: Mainly British and Polish documents.

chat Reported 19/05/2026

update Updated 19/05/2026

build_circle What to do
What to do
Use another supported identity document if possible — a passport if you first tried an ID card, and vice versa.
error Cause
Cause
Due to a validation issue, we are unfortunately unable to verify the authenticity of the affected documents.
The Cleverbase 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 19/05/2026

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 Cleverbase app may crash after the PIN code has been entered for identification on move.nl or to confirm the signature.
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 19/05/2026

build_circle What to do
What to do
Switch (if possible) to another network or move closer to the router / to a location with minimal obstructions (e.g., fewer walls or interference).
error Cause
Cause
Due to connectivity issues, 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 19/05/2026

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 19/05/2026

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 mandatory 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.
PIN keypad not responsive Investigating
App functionality: iPhone

chat Reported 07/04/2026

update Updated 19/05/2026

build_circle What to do
What to do
If the PIN keypad does not respond, please tap the button twice.
error Cause
Cause
Memory leaks cause bugs in the user interface of the PIN keypad.
Rugged smartphones do not function properly with the Cleverbase app Investigating
App functionality: Rugged smartphones, like CAT, Ulefone or Blackview

chat Reported 14/08/2024

update Updated 19/05/2026

build_circle What to do
What to do
Please note that the Cleverbase 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 Cleverbase app.
App is unreliable on certain Android brands Investigating
App functionality: Huawei, Xiaomi, Oppo, Motorola, or OnePlus devices

chat Reported 01/01/2023

update Updated 19/05/2026

build_circle What to do
What to do
Please note that the functioning of the Cleverbase 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 possible that the Cleverbase app will not run smoothly on certain devices.
The app indicates that your valid identity card, which is accepted by Cleverbase, is not supported.
ATTENTION! this issue concerns identity cards, not passports. Resolved
Registration: iPhone & Android devices

chat Reported 10/07/2025

update Updated 23/04/2026

build_circle What to do
What to do
Do not wait for the message ‘provide the next page’ to appear. Instead, turn your card over as soon as the photo frame turns green.
error Cause
Cause
Due to a technical issue with the supplier, the available time to flip the card has been shortened.
App shows error ‘phone unsecured’, even though PIN, facial or fingerprint security is active Resolved
App functionality: Android devices

chat Reported 19/12/2024

update Updated 16/01/2026

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 Cleverbase app, reset your screen security, reinstall the Cleverbase app.
error Cause
Cause
This error occurs when the Cleverbase app cannot control the security of the device.
The NFC chip in German ID cards (2021 model) may not be readable Resolved
Registration: iPhone & Android devices

chat Reported 28/07/2025

update Updated 21/11/2025

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.