On the Vidua website, you'll find more frequently asked questions with their answers.
Below, you will find different scenarios in which you will have to re-register or revoke your PKIoverheid certificates. Do you have a question about Cleverbase as a Trust Service Provider? Please check our contact page.
I have a new smartphone, what should I do?
Due to security reasons, you cannot transfer the Vidua app to your new phone. Re-register with Vidua to use our services again. Are you using the Authenticate app? We have a new Vidua app! You can download it here for Android and here for iPhone. You won't need the Authenticate app anymore, as the Vidua app offers all the functionalities you need to do online business. Your previously placed signatures are still valid.
I removed the the Vidua app, what should I do?
Due to security reasons, you need to re-register with Vidua. Download the Vidua app and re-register.
I lost my phone, what should I do?
If your phone has been lost or stolen, you must prevent others from using your profile. To do so, use the blocking code you received by email right after registration. Using this code, you immediately block access to your Vidua 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're unable to call, please send us an email or letter. Clearly state that you want to revoke your PKIoverheid certificates and mention your full name, date of birth and place of birth.
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 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, 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 cannot call us, please send us an email or letter. Clearly state you want to revoke your PKIoverheid certificates and mention your full name, date of birth and place of birth.
I have a complaint, how can I file it?
We’re really sorry if you have a complaint about our service. We take complaints seriously and want to solve your issue as quickly as possible. So please don’t hesitate to contact us by mail or by phone: (070) 820 96 80.
You can read our Terms & Conditions for more information about 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.
I removed the Authenticate app, what should I do?
If you deleted the Authenticate app, you can no longer use it. With the new Vidua app, you can re-register so you can keep making use of our trust services. Your previously placed qualified signatures are still valid.