This page contains the most frequently asked questions with their answers. If your question is not on this page, just contact us.
I have a new smartphone, what should I do?
Have you got a new phone? You cannot transfer the Authenticate app to it by yourself. Please make a video appointment to register with Cleverbase again. Make sure you uninstall the Authenticate app on your old phone.
I removed the the Authenticate app, what should I do?
Did you remove the Authenticate app from your smartphone? You cannot reinstall it by yourself. Please make a video appointment to register with Cleverbase again.
I lost my phone with the Authenticate app, what should I do?
If your phone has been lost or stolen, you must prevent others from using your Authenticate app. To do so, simply use the blocking code you received by email right after registration. Using this code, you immediately block access to your Cleverbase services and irrevocably withdraw your PKIoverheid certificates. Block with your blocking code now.
If you no longer have the email with your blocking code, you must call our customer service desk as soon as possible at (+31 70) 820 96 88.
- If you call, keep your passport or identity card handy; our employee will ask for some personal details in order to establish your identity.
- If you send us an email or a letter, please state clearly that you want to withdraw your PKIoverheid certificates, and enclose a copy of your passport or identity card.
When and how must I withdraw my PKIoverheid certificates?
You must withdraw your PKIoverheid certificates as soon as possible in the following situations:
- Your phone with the Authenticate app has been lost or stolen.
- You suspect (possible) misuse of your certificates.
- You forgot your 5-digit pin code.
This may mean you don’t have exclusive control of the secret key to your PKIoverheid certificates anymore, and must prevent any misuse.
To do so, simply use the blocking code you received by email right after registration. Using this code, you immediately block access to your Cleverbase services and irrevocably withdraw your PKIoverheid certificates. Block with your blocking code now.
If you no longer have the email with your blocking code, you must call our customer service desk as soon as possible at (+31 70) 820 96 88.
- If you call, keep your passport or identity card handy; our employee will ask for some personal details in order to establish your identity.
- If you send us an email or a letter, please state clearly that you want to withdraw your PKIoverheid certificates, and enclose a copy of your passport or identity card.
I have a complaint, how can I file it?
We’re really sorry if you have a complaint about our service. Cleverbase takes complaints seriously and wants to solve your issue as quickly as possible. So please don’t hesitate to contact our division lead, Remco van Wijk, personally.
Our terms and conditions describe how we handle complaints.
When will I get a reaction on my complaint?
We will mail you a receipt immediately after you contacted us with your complaint. You will receive a substantive reaction within 5 workdays. In case we can’t manage that, we will let you know what the status of your issue is and when we expect to have it solved.