Frequently asked questions

Vidua is a sevice which enables its users to digitally identify and sign documents at the highest security level. It is provided by Cleverbase: a Qualified Trust Service Provider which is recognised by the EU.

You can use Vidua to provide documents with a qualified electronic signature or to identify at the highest security level with one of our partners.

You could compare a PKIoverheid certificate with a digital passport. Within the PKIoverheid framework, there are personal certificates and server certificates; Vidua provides the personal variant. Personal PKIoverheid certificates allow natural persons to identify at the highest security level and to sign a document with a qualified electronic signature.

Yes, Viduas signatures valid throuhout the European Economic Area (EEA) and are of the highest eIDAS security level.

If you are no longer in possession of the device on which you registered, it is imperative that your Vidua profile is blocked as quickly as possible. You can do this by following the instructions below:

• Use the block code that you received via e-mail after your registration;
• Do you no longer have the block code? Then contact or customer service by sending an e-mail to klantenservice@vidua.nl or (070) 820 96 80. They will assist you with blocking yout Vidua profile.

Follow the steps below to control the authenticity of your document through a video call:

• Return to the previous screen;
• Click on “Add scan” again;
• Wait at least 60 seconds; you don’t have to do anything.

You will now get the option to continue without the NFC scan. The authenticity of the document will be checked in the video call.

If this problem presists, please try the following:

• Force quit the app (make sure it is not still running in the back ground) and open it again.
• Switch to a different internet connection.
• Reboot the phone.
• Delete the app and re-install it.

Is the app still not working? Then it is possible that you have to adjust a setting or that your phone is not compatible. Please call our customer service on (070) 820 96 80 for more information.

Follow the tips below to easily take a picture of your ID document:

• Make sure that the document fits well within the frame;
• Make sure that the MRZ code (the series of numbers and letters at the bottom of the document) is readable;
• Create contrast by placing the document on a dark background.

To register with Vidua, you can only use a passport or an ID card issued by a supported country, no driver’s license or a residency permit. Attention! If you’re using an ID card, you first have to take a picture of the back, before scanning the front of the card.

If this problem keeps persisting, please try the following:

• Force quit the app (make sure it is not still running in the back ground) and open it again;
• Switch to a different internet connection;
• Reboot the phone.

Is the app still not working? Then it is possible that you have to adjust a setting. Please call our customer service on (070) 820 96 80 for more information.

The letter “o” does not occur in document numbers of Dutch ID-documents; if it is a Dutch ID-document, it is always the number “0”. For more information, we would like to refer you to the official communication of the Dutch government.

It is likely that the Vidua app is not allowed to send push messages. To activate these, please follow the steps below:

• Navigate to the settings of your phone;
• Look for an overview of downloaded applications and navigate to the Vidua app;
• Activate all notifications.

Does the problem keep occuring after activating the push messages? Please do not hesitate to contact our customer service on (070) 820 96 80.

You can use Vidua for secure online identification for 3 years after your registration, unless the app has been removed from your phone, the security settings on your device have been modified, or you are using a different device; if this is the case, you will need to register again. Don’t recognize any of these reasons and still can’t use Vidua? Don’t hesitate to contact our customer service at (070) 820 96 80.

Vidua is a means of identifying. You have to use Vidua to effectively share your personal data. Follow the steps below to do this:

• Navigate to the file for which you have to identify;
• Clik on the pending task “Identify”;;
• Select “Identify with Vidua”;
• A QR-code appears; scan it from the Vidua app;
• Enter your personal PIN.

Does the problem keep persisting? Please do not hesitate to call our customer service on (070) 820 96 80.

You can keep on using your Vidua account to identify and sign at the highest security level as long as the certificate from which it derives its value is valid: For three years after a successful registration (unless your certificate is revoked before it expires).

PDF documents which are signed using Vidua Signing will be provided with a signature stamp, unless this function has been switched off. This is a visual representation which indicates the presence of a qualified electronic signature. When you use the Vidua integration in the signing services of one of our partners, this visual representation might look different. In no case should this visual representation be mistaken for the qualified electronic signature.

To verify the presence of a qualified electronic signature, you should use a validator, like the DSS demonstration WebApp.

This error message always relates to the document which you are trying to sign and can have several causes. This error message occurs, for example, when the document is:

• Protected against changes;
• Has been signed before with software provided by another party then Vidua;
• Contains input fields.

Ask the party who provided the document for an unsigned, unsecured, flat version of the document which you are trying to sign. Is it still not working? Please do not hesitate to contact our customer service on (070) 820 96 80.

It is likely that the Vidua app is not allowed to send push messages. To activate these, please follow the steps below:

• Navigate to the settings of your phone;
• Look for an overview of downloaded applications and navigate to the Vidua app;
• Activate all notifications.

Does the problem keep occuring after activating the push messages? Please do not hesitate to contact our customer service on (070) 820 96 80.

You can keep on using your Vidua account to identify and sign at the highest security level as long as the certificate from which it derives its value is valid: For three years after a successful registration (unless your certificate is revoked before it expires). If you are not able to use the Vidua app anymore before your certificates expeire, this could be because the Vidua app has been deleted from your phone, you changed your phone’s security or because you are using a different device. If you do not recognise any of these potential causes, please do not hesitate to contact our customer service on (070) 820 96 80.

In the following situation you should revoke your PKIoverheid certificates:

• You lost your phone with the Vidua app on it;
• You suspect (the posibility of) abuse;
• You forgot your PIN.

Recongise one of the situations mentioned above? Use the block code that you received by email after the registration. If you cannot find your block code, please contact our customer service by mailing to klantenservice@vidua.nl or by calling to (070) 820 96 80. They will assist you in blocking your Vidua profile.

No, we never process your personal number. You are advised to cover it during the videocall.

Vidua complies with the highest standards on the topic of data security and is under control of an independent auditor. For more information on the security of your personal data, we would like to refer you to our Privacy Statement.

Vidua collects different kinds of data to which different retention periods are applicable. For more information on the security of your personal data, we would like to refer you to our Privacy Statement. In all cases, Vidua acts in accordance with the General Data Protection Regulation (GDPR)

Send an email to klantenservice@vidua.nl and mention the following data:

• Full name;
• Place of birth;
• Date of birth.

Using this data, we can verify if we are deleting the right data.