My passport was not recognised during the video legitimation. What should I do?

In case you have experienced issues with recognising your passport during the WebID video legitimation, please contact us via our contact site and provide the following details:

  • Your customer number
  • Your passport country
  • Your passport date of issue
  • A picture or scan of your passport

Note: please be aware that we can only investigate individual cases when the request contains all the relevant information as outlined above. Further please be aware that incomplete requests can and will not be processed further. Thank you in advance for your understanding.

Having received this information from you, we can open a request at the side of WebID to investigate your case.

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