Need help with the Evrotrust app?

You need to register to get an electronic signature from Evrotrust. All you need for successful registration is a valid ID, a smart device with a working front and back camera, and a stable internet connection.

You can register via the Evrotrust app, available for download from App Store, Google Play, and App Gallery.

For the issuance of a qualified electronic signature certificate, the law requires you to be identified. This is an automated process that takes 2 minutes and is done through the mobile app. A remote qualified electronic signature certificate will then be issued immediately.

For a successful automatic face recognition, stand facing the light. Remove your hat or glasses (if you wear any)  and hold the device at eye level. Look directly into the camera. The visible area within the oval should be limited to your face, from the chin to the forehead.

Follow the instructions on the screen for zooming in or out until the circle stops rotating. Once it stops, hold the device still until you receive a message for successful or unsuccessful recognition.

The phone number confirmation is part of the registration and identification process of your Evrotrust profile. If the phone number confirmation code is not received, try the following:

• Please verify that the phone number is entered correctly. If there is an error upon initial entry, you can correct it by clicking Add;
• change the country code in case the automatically generated one does not match the code you want to register;
• check the Spam/Junk folder in the Messages section of your phone;
• check if SMS receiving is not blocked by your mobile operator (this applies to texts from short numbers if you use a prepaid SIM card);
• check if the maximum number of incoming messages has not been exceeded;
• request a new code by clicking Send new code.

Note that SMS delivery cannot be guaranteed in roaming. In case you are roaming, our recommendation is to manually select the network you are connecting to in the country and try again. 

If your mobile device is connected to two SIM cards, only one of them can receive SMS texts. We recommend moving the SIM card to another phone to check if the delivery problem is related to the mobile device or the SIM card. 

Check for pending software updates. 

We also recommend restarting the mobile device. 

Entering an email is part of the registration process. Confirming it can be a prerequisite for signing documents with some of Evrotrust’s integrated partners. If you do not receive an email confirmation code, you can:

• Check if the email is correctly entered. Log into the app > select Settings > Profile > Emails. You have the option to add the correct email address and remove the wrong one once the new one is confirmed.
• Check your Spam/Junk folder;
• Request a new code by clicking Send new code;

If you forget your PIN, enter a random PIN to get the PIN Recovery option to show on screen. To continue, enter an ID and country, or an email address, or a phone number (the last two identifiers can only be used if they have been previously confirmed in the mobile app). 

You will then be able to set a new PIN after passing a biometric check (face recognition). 

Yes! You can use Evrotrust on an unlimited number of devices. All you need to do is install the Evrotrust app on your new smartphone or tablet and log in to your profile.

Yes, you can. To do this:

• Log in to the Evrotrust mobile app.
• Select Settings.
• Click on Profile.
• Select Profile deactivation.
• Click on Continue.
• Confirm the request by clicking on Deactivate.

When deactivating your profile, you will lose access to all documents from the account’s history. Thus, we recommend that you download your documents before deactivating your account.

Everything is under control! Even if someone else is trying activate the Evrotrust app on your device, they will need a PIN, fingerprint, facial recognition, or other biometrics to secure access. Combining several access factors guarantees the privacy of your profile.

You can always call the Evrotrust phone numbers and ask us to deactivate your profile.

Documents signed via the Evrotrust mobile app cannot be removed, deleted or refused.

A document can only be refused before you sign it. When you receive the invite for a signature, press the red X (Reject) button instead of signing.

Follow these steps to successfully log into the Evrotrust portal:

1. Click the Login button and select an identifier (choose only one): Country and ID*/ confirmed phone number/confirmed email**.
2. Log in to the Evrotrust mobile app and confirm the entry.
3. That’s it. You can now access your Evrotrust profile.

* If you see a message to enter valid data when entering your ID and country, you are not registered in the Evrotrust mobile app. Select the Register button to create a profile.

** If you have entered an email address or phone number and you see a message on the screen to enter valid data, this means that the data is not present in the profile as the verified identifier. We recommend that you select the Identity Number and Country option (if you have an Identity Number on your ID).

With Evrotrust you can sign documents in different formats.  The signature can be attached or detached. The “Attached” option is only available for .xml and .pdf documents. The “Detached” option can be used with any file extension.

For a bundle of documents or a document sent to multiple recipients, only the “Attached” option is available. The total file size must not exceed 5 MB.

You can send a document for signing to yourself or to a third party. Sending a document for signature can be done either from the Evrotrust mobile app or from the portal.

Sending a document for signing through the Evrotrust mobile app:

1. Log in to the Evrotrust mobile app.
2. Open the Documents section.
3. Press the + /Add Document button in the middle of the screen to add a document for signing.
4. Select a document from your phone storage.
5. Click on the green button/Sign on your account.
6. Enter the selected signing method.
7. After successfully signing the document, you can find it in Documents -> HISTORY -> RECEIVED.

Sending a document for signing through the Evrotrust portal:

1. Open the Evrotrust website.
2. Click the Login button to log into your profile through the Evrotrust portal.
3. Enter the New section.
4. Enter the personal ID and country, phone number (confirmed in the app) or email address (confirmed in the app) of the person you will send the document to. If you wish to send the document to more than one recipient, click +Add Recipient. The maximum number of recipients a document can be sent to for signing is 15.
5. Click the Choose File button. You can send a document that you have saved in your computer’s file system or in one of the popular cloud file storage solutions Dropbox, iCloud, OneDrive, Google Drive, etc. If you wish to send more than one document for signing, click +Add Document. The total size cannot exceed 5 MB.
6. In case you want to send a document signed with Detached signature or with the Include Timestamp option, click Advanced Options.
7. Click the SEND button to send the document for signing.

We recommend that you store your signed documents in one more location besides your Evrotrust profile.

You have two options to download your signed documents from your Evrotrust profile:

1. From the Evrotrust app: log in to your profile in the Evrotrust app > go to the Documents section > click on HISTORY > click on the Share button of the signed document > select the desired download location.
2. From the Evrotrust portal: open the Evrotrust website in your browser > click on the Login button > log in to your profile > click on DOWNLOAD > click on the document you want to download > click on Download.

Yes, downloading and installing the Evrotrust mobile app is free. The issuance of a qualified electronic signature certificate is also free of charge. It comes with a free plan including 3 eSignatures or remote identifications.

Identifications and documents sent for signature by one of our integrated partners (you can view the list in Where to Use) are also free in most cases.

In case you have used up the free signatures provided to you after registering in the Evrotrust app, you can pick up one of our subscriptions. To do this:

• Log in to the Evrotrust mobile app.
• Go to the Subscription section and select the plan and option that seems most appropriate to you. There you will also find the exact price for the respective subscription plan.
• Click on CONFIRM.
• You will now be redirected to the store (App Store, Google Play, and App Gallery) on your phone where you can make the payment.

You can cancel your subscription through your phone’s store (App Store, Google Play, and App Gallery) as follows:

• Play Store: under Payments & Subscriptions (accessible from the profile icon in the top right corner) > Subscriptions;
• App Store: in Settings> Apple ID > Subscriptions;
• App Gallery: in the section Payments and subscriptions > Subscriptions.

Your personal data is collected, stored and processed in accordance with all data protection legislation applicable to our business, including but not limited to Regulation (EU) 2016/679 (GDPR) and the Data Protection Act.  

In processing your personal data, Evrotrust has undertaken logical and physical protection mechanisms that comply with the requirements of the following standards: ISO/IEC 27001, ISO/IEC 27701, ISO 9001, ISO 22301, and ISO/IEC 20000-1. We store the data collected in connection with the provision of authentication services in a secure (encrypted) form and only authorized personnel have access to it.  

In accordance with the requirements of the current legislation (the CRC and Regulation (EU) 910/2014), which applies to our activities, as a provider of qualified trust services Evrotrust has the obligation to securely and reliably store all information collected in connection with the provision of certification services for the entire period of provision of the respective service and for a period of 10 years after its termination.    

Important: Evrotrust’s obligation to retain your personal data does not cease upon termination of your contract with us, discontinuation of use of our services and deactivation of your account. Information about the type of data collected and processed, and the retention periods can be found in our Privacy Policy.  

You need to be 18 years old for us to issue you a qualified electronic signature certificate.  

A qualified electronic signature certificate (QESC) is a legally binding instrument that requires the holder to have full legal capacity. In the EU, full legal capacity is acquired at the age of 18. Therefore, minors (under 18 years of age) cannot be issued a QESC as they do not have the legal capacity to assume full legal responsibility for their actions.  

This restriction is in line with the requirements of Regulation (EU) No 910/2014, which outlines the conditions for issuing and using qualified electronic signatures.