Frequently asked questions

General

I lost my phone with the Vidua app, what now?

Phone stolen or lost? Prevent someone else from misusing your Vidua app. Use the block code that you received via email after registration. This will immediately block access to the Vidua services and irrevocably revoke your PKIoverheid certificates. Block access now using your block code.

Don’t have the email with the block code anymore? Call our customer service as soon as possible at (070) 820 96 88.

When you call, our staff will ask for some personal details to verify your identity. Keep your passport or ID card handy.
If you can’t call, send us an email or letter. Clearly state that you want to revoke your PKIoverheid certificates and provide your full name, place of birth, and date of birth.

I have a new phone, what now?

You cannot transfer the Vidua app to your new phone. Register again with Vidua and make sure to remove the Vidua app from your old phone.

I deleted the Vidua app, what now?

If you deleted the Vidua app, you can no longer use it. You will need to re-register with Vidua.

When and how do I revoke my PKIoverheid certificates?

You may need to revoke your PKIoverheid certificates in situations like:

The phone with the Vidua app is lost or stolen.
You suspect misuse.
You’ve forgotten your 5-digit PIN code.

If you no longer control your secret key associated with your PKIoverheid certificates, revoking them is necessary to prevent misuse.

Use the block code you received via email upon registration. This will block access to Vidua and Cleverbase services and revoke your PKIoverheid certificates. Block now using your block code.

If you no longer have the block code, call customer service at (070) 820 96 88.

Our staff will ask for some personal details to verify your identity, so have your passport or ID card ready.
If you can’t call, email us at klantenservice@vidua.nl or send a letter with your full name, place of birth, and date of birth.

Note: We have a new app! Download the Vidua app from the Apple App Store or Google Play Store. You no longer need the Authenticate app after blocking your profile. Previously placed signatures will remain valid.

Why can’t I sign with Vidua yet?

There are two possible reasons:

After signing up, a second staff member reviews your registration. You will activate your account via the email link. Then you can sign with Vidua.
If you’ve already activated your account but moved the Vidua app to a new phone or deleted it, your profile may have been deactivated for security reasons. Re-register with Vidua to reactivate your profile.

Can my signature in one document be reused to sign another document?

No, it cannot. Each document has its unique identifier (a string of numbers and letters, also known as a hash). This is uniquely tied to that document, so it’s important to sign each document individually.

How do I check if a file has a qualified signature?

A stamp is added to the document, making it easier to see if the document has been signed. We recommend validating the signature(s) using the European Commission’s validator tool here, where you’ll find instructions on how to perform this check.

Please note: A stamp on your document has no legal value. It cannot be used as proof of signature, and once you print the document, the qualified electronic signature will no longer be valid, preventing forgery.

Why do I have to enter my PIN three times during registration?

First, you create and enter a PIN. Then, you re-enter it to confirm your choice. The third time you enter your PIN is when you log in for the first time.

Can I sign a document with multiple signatures using the Vidua app?

Yes, you can. You can add as many signatures as you need to a document. However, with your Vidua profile, you can only sign for yourself. If others need to sign, you may need to forward the document so that they can also sign it.

I have a complaint. Where can I go?

We’re sorry to hear you have a complaint about our services. Vidua takes complaints seriously and aims to help as quickly as possible. Please contact us via email at klantenservice@vidua.nl or call (070) 820 96 82.

When will I receive a response to my complaint?

We aim to contact you within 24 hours of receiving your message.

Can I use another phone to sign a document?

If you want to sign a document using another phone, you’ll need a new certificate for that device. Your current certificate cannot be transferred. Re-register with Vidua on the new phone.

I can’t sign with Vidua anymore, what now?

You may have an inactive profile. If you’re unsure, contact customer service via email at klantenservice@vidua.nl or call (070) 820 96 82.

Tight deadline?

Why am I the only one who can share my own data?

It’s your data. We want you to always decide when to share it. The organization you’re identifying with also gets confirmation that you gave permission to share your data. Once you’ve entered your PIN in the app, you’ve given permission—only you can do that. This ensures you always control your data.

Signing

Can I sign a government procurement with Vidua?

Often yes, but not always. The signature requirements set by the receiving party can vary. To determine if you can sign with Vidua, the following is important:

The Certificate

When registering, you receive a PKIoverheid certificate linked to your Vidua profile. This certificate is suitable for placing qualified electronic signatures at the highest level of trust.

The Signing Software

To sign using Vidua, you will need signing software.

Make sure that:

The signing software supports the file format to be signed (e.g., PDF or XML);
The signing software supports the required type of signature (e.g., PAdES B-B);
The receiving party accepts the (electronic) signature.

Authorized Signatory

The procuring entity wants to ensure that the signer is authorized. Especially when bidding with equal partners, each partner may need to sign individually. Ensure that everyone who must sign is also registered with Vidua.

For procurement, you want to be certain that you meet the requirements. We are happy to advise if you are unsure. If necessary, we can prepare a verification question for the information note together.

What type of certificate is used for signing?

If you want to sign qualified electronic documents or identify yourself securely online, you need to request the appropriate personal certificates from a Qualified Trust Service Provider (QTSP). All QTSPs must comply with the same strict standards for information security. A PKIoverheid certificate is valid for 3 years. Upon registration, you will receive certificates for secure identification and qualified signing. You can find these certificates in the user portal of Vidua.

Does Vidua store the information from my document being signed?

No, we do not store the information from your document.

Identification

How long is my Vidua profile valid for identification?

As long as your registration is valid, you can use your Vidua profile for identification. This is for a maximum of 3 years. After that, you must re-register due to legal reasons.

Why is online identification free?

We believe that online identification should be accessible and simple for everyone. We charge the organization that needs your information a fee per shared data. For you, the service is free!