- Failing step
- Application and device
- A brief enquiry
Identify the failing step
Is the certificate missing, authorisation failing, signing unfinished or the completed document rejected by a portal? These are four different points in the process. Note the message and application name.
Describe your setup
For SimplySign, say whether the issue affects the phone, computer or both. For a card, check the reader connection. Include the operating system and the last change, such as an application update. Check expiry separately: working software can still display an expired certificate.
Prepare a safe description
For the first email, the solution, program, failing step and message without client data are enough. Do not attach contracts, identity scans or access codes. We will agree the scope if further diagnosis is needed.
Change one thing at a time
Avoid installing several applications at once or guessing PINs. Note whether the same issue occurs in another ordinary operation. This helps separate setup issues from a particular portal’s requirements.
The solution and your next questions
Explore the solution and supportWhat should I prepare for first contact?
Your enquiry, workflow, application name and whether your existing certificate is valid. Do not send identity scans, PINs, passwords or tokens.
Can I edit certificate details?
They are not editable like ordinary document text. Describe the change so we can establish its effect on the certificate and the appropriate next steps.
Keep the preparation checklist.
Before contacting supportHave a similar case?
Tell QES what you need to accomplish and where you are in the process. We will match the right solution or identify what is missing.
Contact QES