Frequently Asked Questions

Why can multiple ID cards be added to one mobile device?

The number of eIDs you can add to the app is unlimited. You can add the IDs of your family members or friends, but to log in with an eID from the respective list, you must have the eID with you, as the app needs to read it every time you log in, and you must enter a password (PIN).

What does it mean when an ID card is activated?

You need to activate your eID, before logging in for the first time. It only has to be activated once in the eOsebna mobile app, which the State has provided for all citizens. During the activation process, you should set a password for your eID and save it carefully. You can change your password or unlock a locked eID in the eOsebna mobile app. The management of the eID is in the government’s domain and these functionalities are not supported by the BetrSign app.

Error: The card is locked - what should I do?

If you enter the wrong password too many times, your eID will be locked. To unlock, you need a PUK code and the eOsebna mobile app. For more information on unlocking, click here.

Error: I forgot my PIN - what should I do?

To reset your password, you will need a PUK code and the eOsebna mobile app. For more information on resetting your password,click here.

Error: The data transfer to the server failed – What should I do?

There can be several reasons for errors when transferring data to the server. If more than ten minutes have passed between the initiation of the login request and the successful reading of the eID, you will need to start the process again on the page where you tried to log in. In addition, check that everything is OK with your network connection. If your eID has expired or been cancelled, you will not be able to log in.

Where is the personal data transferred to?

The BetrSign mobile app never automatically transmits any data anywhere.

The data is processed exclusively on the user’s mobile device and the BetrSign app. Under no circumstances will the data in the app be transferred to another information system, except at the user’s explicit request (e.g. if the user uses the app to register with an information system).

Is BetrSign secure?

We are one of the leading providers of secure digital transaction management services, listed on the European list of qualified trust services providers. BetrSign is compliant with the most demanding security standards (ISO/IEC 27001:2013 and ISO/IEC 27018:2014) and meets all the requirements of the European eIDAS regulation, the implementing acts of the European Parliament and Council, and the ETSI-specific standards for e-business.

What rights do I have as a mobile app user?

The provider shall allow the user to withdraw consent or object to the processing of and access to the data, request the erasure and/or portability of the data. The provider also allows the restriction of data processing. The rights may be exercised by written application to the e-mail address gdpr@setcce.com or to the physical address SETCCE d.o.o., Tehnološki park 21, 1000 Ljubljana.

Complaints: It is possible to lodge a complaint or report against the provider’s conduct in relation to the protection of personal data with the Information Commissioner of the Republic of Slovenia, address: 22 Dunajska Street, 1000 Ljubljana, e-mail: gp.ip@ip-rs.si telephone: +38612309730, website: www.ip-rs.si).

For more information on the processing of personal data, please refer to the General Terms and Conditions.