Complaints
If a product purchased from us does not work, you can submit a complaint to us.
Our fast and streamlined complaint service
- As a first step, please contact our Support team at +49 (0) 30 2598 - 0 or send an e-mail to: ehealth-support@bdr.de to clarify possible causes.
- If we cannot solve your problem immediately, you can submit a complaint in your eHealth Request portal.
Using the transaction number and the correct password, log in under ‘Access my applications’. An overview of your applications and cards will then appear.
Identify the affected card using the ICCSN/ID card number and click the 'Report problem' button below the ICCSN to start the troubleshooting process.
- Please note that for regulatory reasons it is only possible to trigger a complaint within the first six months. Should you have any problems with our eHealth products at a later date within the scope of the warranty, please contact our Support team at +49 (0) 30 2598 - 4050 or send an e-mail to: ehealth-support@bdr.de.
- First, please contact our Support team at +49 (0) 30 2598 - 0 or send an e-mail to: support@d-trust.net to identify possible causes.
- If we cannot solve your problem immediately, you can submit a complaint request.
- Please log in to portal.d-trust.net using your account data. In the ‘My products’ section, select the product stored there that was ordered from the D-Trust portal.
- Select the ‘Complaint’ button and follow the instructions there.
- After a technical review, you will then receive a free replacement card.
Do you not yet have an account in the D-Trust portal? Please register with your personal e-mail address that you used to order your signature or seal card. When you log in for the first time, the system automatically searches for valid cards that are already available. After an additional, correct answer to a security question, your order data will be transferred to the D-Trust portal. Then follow the steps listed above to make a complaint. Is it not possible to transfer your data to the D-Trust portal? Please contact support@d-trust.net.
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