FAQ

What does “value of transactions” mean in the context of qualified electronic signatures?

Every electronic signature certificate contains a statement concerning the “value of transaction” up to which the certificate at issue is valid and up to which the signature at issue shall be considered qualified. According to Evrotrust Policies, the standard qualified certificate issued through the Evrotrust application covers transaction values up to EUR 20 000. The foregoing amount also sets the limit of our liability in case of unlawful use of the service. Learn more
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Every electronic signature certificate contains a statement concerning the “value of transaction” up to which the certificate at issue is valid and up to which the signature at issue shall be considered qualified. Where amounts exceed the value of transaction stated, the applied signature shall not be considered qualified, but a simple or an advanced one. According to Evrotrust Policies, the company performs a specific verification exercise in order to issue a standard qualified certificate via the mobile application. By default, it covers the legal validity of the signature where the values of transactions are up to EUR 20 000. This amount serves information purposes only. You are not required to pay anything. This amount also sets the limit of our liability in case the service is used unlawfully. E.g. if you are applying for a bank loan to the amount of EUR 15 000, you may sign the relevant loan agreement with a qualified electronic signature for which a qualified certificate has been issued containing a statement that the limit on the value of transaction is EUR 20 000. Any values exceeding this one would require the use of qualified certificates stating higher limits on the value of transactions. Any declarations, statements, etc. where a transaction value cannot be specified, may readily be signed with a qualified electronic signature accompanied by a qualified certificate containing a statement that the limit on the value of transaction is EUR 20 000.

What happens if you want to sign a document implying pecuniary values that exceed the aforementioned limit?The integration partners of Evrotrust may, at their discretion, send you to sign documents implying higher pecuniary values, which have to be signed with a qualified electronic signature accompanied by a qualified certificate containing a statement on any such higher amounts. E.g., if you need to sign a leasing agreement for your brand-new car, the application will notify you that you do not have a certificate with the requested transaction value and will ask you if you would like to have such a certificate issued. If you confirm, Evrotrust will remotely issue a new certificate containing a statement on a higher transaction value (up to EUR 100 000, up to EUR 250 000 or unlimited value). The costs related to such signing procedures are borne by the company that has sent you the document that you need to sign. You do not have to pay anything.

What happens if, after all, you do sign a document concerning a transaction with a higher value with a qualified electronic signature accompanied by a qualified certificate containing a statement that the limit on the value of transaction is EUR 20 000? In such cases the electronic signature shall not be considered qualified, but a simple or an advanced one. Any related liability shall be fully assumed by the holder of the issued certificate.

Technical information: The statement in the qualified certificate that shows the limit on the value of transactions reads “id-etsi-qcs-QcLimitValue” in compliance with the requirements of ETSI EN 319 412-5.

WHAT IS A QUALIFIED ELECTRONIC SIGNATURE?

An electronic signature is used to sign documents. It’s as valid as a handwritten signature on paper. A qualified signature is the safest and best legally-assured way to sign documents electronically. Learn more
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There are three types of electronic signatures: basic, advanced and qualified.

  • Basic signature: An example of an ordinary signature is your signature made with an electronic pen. It’s the least legally-assured signature.
  • Advanced signature: An example of an advanced signature is the token signature in online banking. It is legally-assured if both sides agree to express their will through it.
  • Qualified signature: The qualified electronic signature is issued by a Qualified Trust Service Providers (QTSPs) following strict security procedures, regulatory requirements and compliance audits. The certificates are issued according to the highest security standards and following strict supervision by Government Regulatory Body. The e-signature has the same legal value as a handwritten signature as per the provisions of Regulation 910/2014 (eIDAS ). identity of the certificate holder is verified in person or remotely with the same assurance as physical appearance. The e-signer and the related parties are protected by the law. QTSP status can be checked at the EU Trusted list https://webgate.ec.europa.eu/tl-browser/#/tl/BG/6
  • WHAT IS AN ELECTRONIC SIGNATURE CERTIFICATE?

    Your e-signature is issued on the basis of your Electronic signature certificate. If we use a paper documents analogy, the certificate is the pen you use to sign with and the signature is what remains on the document (e.g. the ink). Learn more
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    HOW CAN I GET AN ELECTRONIC SIGNATURE FROM EVROTRUST?

    The electronic signature is issued free of charge and completely you online – i.e. don’t have to visit an Evrotrust office. All you need to do is install the free Evrotrust mobile application and to verify your identity through your mobile device camera. Learn more
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    The qualified certificate for an Evrotrust electronic signature is issued remotely and easily and there’s no need to visit a company office. The only thing necessary is an ID document and an internet-connected smart device with a functioning front camera.

    You can download and install the Evrotrust application from the App Store, Google Play or from the company’s official website www.evrotrust.com.

    To be issued a qualified certificate for an electronic signature the law demands that you be identified. Through a mobile device that is an automated process which takes 2 minutes. Immediately after that you will be issued remotely with an electronic signature certificate.

    HOW MUCH DOES IT COST?

    The Evrotrust application is free of charge to download and so are the first 5 electronic signatures or electronic identifications per year. After that you can choose a monthly or annual subscription plan. Learn more
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    Downloading and installation of the Evrotrust mobile application is free of charge and so is the issuing of the qualified electronic signature certificate. The profile comes automatically with the FREE subscription plan that includes 5 remote electronic signatures or remote identifications within the space of 1 year, for those who want to try the service.

    Additionally, anyone can subscribe to one of the two affordable subscriptions – BUSINESS or UNLIMITED – depending on the frequency of use. BUSINESS includes 5 signatures or identifications per month and UNLIMITED an unlimited number of signatures or identifications.

    If Evrotrust is integrated with a service provider – for instance a bank, an insurance company, a mobile operator etc. – then signatures and identifications for the use with that service provider are free of charge for the user.

    WHAT DEVICES AND SOFTWARE SHOULD I HAVE?

    To sign electronically with Evrotrust you only need a personal smart device – a smartphone or a tablet. Learn more
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    You must have only a smart device – a smartphone or a tablet. It is used for authorisation of the signing. The application is runs on iOS (10.0 version or newer) and Android (5.0 version or newer).


    General detailed requirements:
    - Android 5 minimum version
    - rear camera
    - front camera
    - camera autofocus
    - microphone
    - accelerometer
    - wifi module
    - support faketouch if there is no true touch screen
    - support portrait screen
    - support OpenGL ES 2.0
    - have a processor working with arm64-v8a or armeabi-v7a instruction groups

    You can check your OS version and whether you can upgrade from Device Settings.
    For Android device: Settings -> Software updates
    For iOS device: Settings -> General -> Software updates


    The creation of electronic documents is done through commonly used software – Word, Excel, Adobe, Pages etc. The sending of the document for signing happens easily. It can be conveniently and quickly through the Evrotrust website (www.portal.evrotrust.com) available in all browsers or additionally It could be uploaded directly from the application in the Documents section. There is no longer need to install special additional devices, card readers or software, nor are you required to have any special technical skills.

    IS EVROTRUST’S ELECTRONIC SIGNATURE LEGALLY-ASSURED?

    Yes, it’s totally legal and it has the same legal value as the hand-written signature. Evrotrust is a qualified trust service provider and is fully certified by European and Bulgarian institutions. Learn more
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    The qualified electronic signature has the same legal value as the hand-made signature done on paper. That is based on point 2 of Article 25 of the 910/2014 EU Regulation and the rule is valid for the whole of Europe.

    In order to be able to issue electronic signature certificates, Evrotrust has gained a special status of a qualified provider of verification services. We are certified by an independent French body (LSTI) and we’re included in the European Commission registry (LINK).

    IS EVROTRUST’S ELECRONIC SIGNATURE SECURE?

    Absolutely! Evrotrust’s electronic signature provides an unmatched level of security. The signature is not stored on the smart device itself but on a remote secured cryptomodule. Evrotrust uses the state of the art encryption algorithms and technology. The signature is made on multiple channels. You can secure each of your signatures not only through a PIN code, but with your biometrics like fingerprint, face recognition and others. Learn more
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    Evrotrust’s remote qualified electronic signature provides a much greater level of security than standard electronic signatures created on smart cards.

    The electronic signature is made through cryptographic cyphering and deciphering algorithms via the use of cryptographic keys. With the smart card electronic signatures, the personal key used to create the signature is stored on an additional device, which requires users to have certain skills, to install drivers and to use a specific computer.

    The patent pending technology developed by Evrotrust makes it possible for the personal key to be stored on a remote cloud-based hardware cryptomodule (HSM) with the highest level of security, and not on the smart device itself. Because of this, losing your phone does not pose a threat to the security of your electronic signature and it doesn’t matter how many different devices you will use to sign electronically. Your smart device is only a connection to the “environment” where your secret key is stored.

    To create the signature, you use something you have (your smart device and the personal key stored in the “safe”) and something you know (your PIN code). Every time you access the application and you sign a document you’ll be required to enter a PIN code or another type of biometry available on your phone (fingerprint, face recognition, iris biometry, voice recognition etc.), and a confirmation notification is sent after every signature.

    As Evrotrust’s qualified electronic signature is issued remotely, in a system which neither the user nor the service provider has access to, and due to the fact that for each signing there are two channels used – the system is practically immune to hacker attacks.

    In addition to this, Evrotrust’s activity and its employees are insured at a high level by a leading European insurance company against all risks of professional negligence.

    WHAT CAN EVROTRUST’S ELECTRONIC SIGNATURE BE USED FOR?

    With an electronic signature you can sign everything which you currently have to sign on paper, but it’s far more convenient. With Evrotrust’s electronic identification you can spare yourself having to physically go to companies and state institutions, which are integrated with us – since you can sign and identify from the application. Learn more
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    With an electronic signature you can sign everything you currently have to sign on paper, but it is far more convenient. You can sign remotely from all parts of the world any time of day with the certified time of signature and a guarantee that the contents are inalterable.

    You can use it to sign powers of attorney, contracts, declarations and all other types of documents as an individual, but with it you can submit your tax declaration, a declaration in the trade registry or letters of appeal for all kinds of administrative services to state institutions.

    Through Evrotrust’s system of identification, you can sign a tenancy agreement, open a bank account remotely, apply for insurance or change your mobile number or mobile service provider, without leaving your seat.

    Evrotrust is a special advantage to companies that want to enter the new age of entirely digitalised customer service. It gives them a unique tool for intercompany relations with employees – declarations, labour contracts, documents regarding work leave etc.

    CAN I INSTALL THE APPLICATION ON MORE THAN ONE PHONE OR TABLET?

    Yes, the Evrotrust application can be installed on an unlimited number of devices. All you need is to LOG IN to the new device and enter the required requisites. Learn more
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    Yes, the Evrotrust signature application can be installed on an unlimited number of devices (tablets and smartphones). They are just a connection to your key to create an electronic signature which is stored on a secured crypto server. Sensitive information is not stored on the end device, that’s why there’s no limit to the number of devices you can use.

    WHAT IF I LOSE MY MOBILE PHONE OR SOMEONE STEALS IT?

    Not to worry! Your signature is secured and cannot be misused. Just get a new phone or tablet, download the application and LOG IN to deactivate the access from the lost device. When you install the application again you will see the same information and you’ll continue signing in the same way. Learn more
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    Nothing to worry about. To activate the application there are security guards like the need of a PIN, fingerprint, face or other type of biometry, before access and signing of the e-signatures A combination of several methods of access guarantees your profile remains secure.

    For greater security there is a way to deactivate lost or stolen devices. After that the application on the lost device would not be accessible.

    You can always call Evrotrust on our numbers and your profile can be limited and your issued qualified certificates can be stopped.

    I’M A BUSINESS OWNER (EMPLOYEE). CAN I SIGN COMPANY DOCUMENTS AND CONTRACTS?

    Of course! The electronic signature may be used in personal capacity, but also as a business representative. Learn more
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    Of course! Although, the electronic signature is always linked to a natural person, it is of importance the capacity in which it is used in every single case.
    Thus, a document may be signed for personal use, but it may be signed as an employee or a representative of a company. When it is used for business purposes, the electronic signature may be used for relations with external parties, or internally, within the company - request for leave, orders, etc.

    IS THE QUALIFIED ELECTRONIC SIGNATURE VALID IN THE EUROPEAN UNION?

    Totally! You can sign documents for persons who are abroad. Learn more
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    Yes, Evrotrust is a certified qualified trust services provider according to 910/2014 Regulation (eIDAS), which applies to all EU member states.

    All certifications and signings by Evrotrust are valid and are automatically accepted in the whole of the European Union.

    HOW DO YOU PROTECT MY PERSONAL DATA?

    Evrotrust protects your personal data at the highest security level for which we possess relevant certificates. In addition, no confidential or sensitive information is kept on your device. Learn more
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    Evrotrust is a registered personal data administrator by the Commission for the Protection of Personal Data according to the requirements of the law (certificate No. 415994), including regarding the needs of remote video identification. The personal data registers are maintained at the highest possible security level.

    The Evrotrust electronic signature is cloud-based. No confidential or sensitive information is stored on your smart device. Actually, you are able to sign through several devices (tablets, smartphones) on which you decide to install the application.

    IS THERE AN APPOINTED OFFICER, RESPONSIBLE FOR DATA PROTECTION AT EVROTRUST?

    In connection with the implementation of Regulation (EC) 2016/679 of the European Parliament and of the Council on the p ... Learn more
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    In connection with the implementation of Regulation (EC) 2016/679 of the European Parliament and of the Council on the protection of individuals with regard to the processing of personal data and on the free movement of such data and repealing Directive 95/46 / EC (General Regulation on data protection), Evrotrust Technologies AD has appointed a Data Protection Officer.

    For questions related to the implementation of Regulation (EC) 2016/679, you can use the email address: dpo@evrotrust.com, as well as phone + 359 2 448 58 58.

    HOW LONG IS MY ELECTRONIC SIGNATURE CERTIFICATE VALID?

    The validity of the certificate is 2 years from the issue date. Learn more
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    The electronic signature certificate issued by Evrotrust is valid for a period of 2 years. After that you can apply for a new qualified certificate through the mobile application free of charge.

    HOW CAN I STOP MY ELECTRONIC SIGNATURE CERTIFICATE?

    Through the mobile application by sliding left to right on the selected certificate. Learn more
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    The qualified electronic signature certificate can be stopped through the mobile application immediately by sliding left to right on the selected certificate.

    CAN I TEMPORARILY STOP MY ELECTRONIC SIGNATURE CERTIFICATE?

    Evrotrust doesn’t have a policy of temporary stopping certificates. Learn more
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    Evrotrust doesn’t have a policy of a temporary stopping certificates. Instead you can stop a certificate and ask for a new one to be issued, bearing in mind that it’s issued free of charge.

    What type of files and documents can I sign with Evrotrust?

    With an ‘Attached’ signature, you can only sign PDF and XML files. With ‘Detached’ signature you can sign any type of files. After signing you will be able to download a file with .PKCS7 extension. Learn more
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    It is recommended to use the ‘Attached’ function to sign PDF and XML files - active by default for these extensions. For all other file types, the ‘Advanced Options -> Detached’ function must be used.

    All file types can be signed can be signed to .pkcs7 file extension - pdf, xml, doc (Word), xlsx (Excel), csv, images, etc. This is possible with the Detached Signature feature from the Advanced Options menu. To get there, please:

    1. Enter the Web Portal by confirming the entry through the Evrotrust mobile application

    2. The ‘New’ tab will open automatically

    3. Enter your recipient credentials (PIN, email, tel)

    4. Attach a single file for signing

    5. Select the ‘Advanced Options’ checkbox

    6. Select ‘Detached’


    After signing with the Evrotrust mobile app, you can now download the file, that is already in .pkcs7 format. For verification and validation, you can use our Validation Service or similar to another certification service provider.

    * ’Include Timestamp’ is an option to include or exclude the Qualified Timestamp in the signature. For more information, please see the question ‘WHY DOES THE TIME IN THE SIGNATURE VISUALIZATION DIFFER FROM THE REAL TIME OF SIGNING?’

    I need e-signed document in PKCS7 format

    You can easily get a .pkcs7 file extension by sending a document for e-signing to yourself via the Web Portal with the ‘Advanced Options -> Detached’ function. Learn more
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    All file types can be signed can be signed to .pkcs7 file extension - pdf, xml, doc (Word), xlsx (Excel), csv, images, etc. This is possible with the Detached Signature feature from the Advanced Options menu. To get there, please:

    1. Enter the Web Portal by confirming the entry through the Evrotrust mobile application

    2. The ‘New’ tab will open automatically

    3. Enter your recipient credentials (PIN, email, tel)

    4. Attach a single file for signing

    5. Select the ‘Advanced Options’ checkbox

    6. Select ‘Detached’

    From which date does the signed document enter into force?

    The date of signing shall be the date indicated in the last signature. The entry into force may be indicated with a future date. Learn more
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    Evrotrust e-signature includes a Qualified Timestamp that is visible at the end of the document. The QT format is in Zulu time(UTC).

    In the case of several signatories, for the date of signature (achieving agreement between all parties), the last signature and Timestamp in the document shall be accepted. In fact, even if there is a date in the document, the Qualified Timestamp replaces it and this date shall be considered asdate of signing, unless it is in the future. The entry into force may be indicated with a future date. The effective date can be set when completing the document. All data should be filled in before the document reaches the Evrotrust application, when we guarantee its invariability.

    How to delete/deactivate my profile?

    Log in to the Evrotrust mobile app and choose Settings > Profile > Profile deactivation. Learn more
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    Log in to the Evrotrust mobile app and choose Settings > Profile > Profile deactivation.

    For Android devices: Select the three white lines in the upper left corner. Select Settings. Select Profile. In the lower part of the screen choose Profile deactivation. Confirm with the Continue button.

    For iOS devices: Select Settings. Select Profile. In the lower part of the screen choose Profile deactivation. Confirm with the Continue button.

    ATTENTION! Deactivating the account deletes all signed documents from the History and they will no longer be available! However, you can contact the sender to ask for a copy.

    How can I see the Transaction Limit Value in a signed PDF?

    Open the PDF with Adobe Reader and follow the steps in the image below: Learn more
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    Open the PDF with Adobe Reader and follow the steps in the image below:

    Is a signature required on each page of the document?

    No! The electronic signature covers the entire document and the separation on pages is for convenience of reading only. Learn more
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    No! The electronic signature covers the entire document and the separation on pages is for convenience of reading only. Unlike the paper version of the document, where we are used to being asked for a signature under each page, in the digital format this is not necessary, as the entire content of the document is encrypted and the signature is placed on the entire document. In fact, the electronic signature is invisible, and the visualization of the signature at the end of the document is not a mandatory element, but it is accepted to be used for easier orientation of the user. Information about the details in the certificate and the signature can also be opened via the Signature Panel button in the upper right corner of the signed PDF document when viewed with Adobe Reader. The validity of all signed documents can also be verified with the service for validation of e-signatures from Evrotrust or another certification service provider.

    Why does the time in the signature visualization differ from the real time of signing?

    The time in the signature visualization is in Zulu time (UTC) format. If you want to calculate the time in specific location, please check the time zone accordingly. Learn more
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    The time in the signature visualization is in Zulu time (UTC) format. If you want to calculate the time in specific location, please check the time zone accordingly. In the signature visualization, the time used by Timestamp takes into account UTC and is displayed in the conventional Zulu format. Therefore, just right next to the hour, you can see a small letter "z", which indicates Zulu time. You can calculate the time for different locations if you know its time zone. You can see the signature time in your time zone by opening the document with Adobe Reader and clicking on the signature visualization in the lower left corner of the document, then select Signature Properties. See the pictures below:

    I do not receive SMS with a phone verification code.

    Check again that you have entered your number correctly. Learn more
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    Check again that you have entered your number correctly. The number needs to start with your country code, as the system tells you. The most common reason for failure is loss or poor network coverage. If you do not receive the SMS code immediately, please do not try to send the request repeatedly, but wait. If this still happened and you receive several SMS codes, use the last received one. If you do not receive a code within 10 minutes, please contact our support center within the working hours.

    The second most common reason is that you did not receive a push notification on your smartphone about the received SMS. In this case, you need to enter the SMS application and check for the message with the code.

    Automatic video identification does not recognize me.

    Stand facing the light so that your face is clearly visible. Learn more
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    Stand facing the light so that your face is clearly visible. Make sure the light does not come from the side. The system may not recognize you if your ID card is older or you look different from the photo. If this continues, please select the green handset to talk to an Operator. Operators are only available during working hours.

    I can't take a picture of my ID.

    First, take a picture of the back of the ID card to read the MRZ code below. Learn more
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    First, take a picture of the back of the ID card to read the MRZ code below. Place your ID card on a dark background still, trying to get the whole frame. After taking a picture of the back, turn over the ID card and take a picture of the face in the same way. The system only accepts an ID card or Passport. Identification cannot be done with temporary residence documents.

    I GET THE MESSAGE “YOUR DEVICE IS NOT COMPATIBLE WITH THIS APPLICATION”?

    The operating system of the device has is older than the what the Evrotrust application supports. For iPhone that is iOS 10 and Android devices it is 5. Learn more
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    As Evrotrust uses the latest security and encryption methods, the solution is not compatible with old version of smart phone applications. However, the current version of the operating system covers 97% of iOS and 92% in Android of the global market.

    You can check your operating system version and whether you can update it from your device settings.

    For Android devices: Settings → Software update

    For iOS devices: Settings → General → Software Update

    I FORGOT MY PIN CODE, WHAT DO I DO?

    You can restore your PIN by following the instructions when the INVALID PIN appearsndon1 Learn more
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    For Android devices: Uninstall the application and download it again. Select enter. When you enter a wrong PIN you’ll be given the option to “Restore your PIN”. Select it and follow the steps. After you answer the three secret questions which you selected at the setting up of your profile, you’ll be given the option to create a new PIN code. You can call us if you have trouble following these steps.

    I LOST MY DEVICE, HOW DO I DEACTIVATE IT?

    No worries! Your signature is secured and cannot be misused. From any other smartphone or tablet you can download the Evrotrust application, securely login and deactivate the lost device. When you install the application again on the lost device, you’ll see the same information and you’ll sign in the same way. Learn more
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    If you happen to lose your device with an installed application on it, don’t worry. Get another device, from a friend or family member, download the application and LOG IN.

    Afterwards, from the Home menu choose Settings and choose List of devices. There you can deactivate the lost device by swiping from right to left

    CAN SOMEONE MISUSE THE PICTURE OF MY ID CARD?

    No, your personal data is protected. Evrotrust is obliged by law to identify you in order to issue you with an electronic signature. Due to the fact that the Evrotrust signature is the highest legal form of signatures available. We are certified to handle such data. In addition, the picture is not stored on your device but it’s transferred to a safe Evrotrust environment through an encrypted connection. Learn more
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    Evrotrust is a personal data administrator possessing a specific status and is a certified verification services provider, which uses an encrypted connection to receive and handle data from users’ devices in a secure environment.

    WILL I LOSE MY DATA IF I DELETE THE EVROTRUST APPLICATION FROM MY DEVICE?

    No. Neither deleting the application, nor deactivating the device will remove the data from your profile. When you install the application again and enter with your PIN code, you’ll again see your signed documents’ history. Only if you deactivate your profile will your data no longer be accessible. Learn more
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    From Home → Settings → Device deactivation your profile is logged out of the current device.

    From Home → Profile → Settings → Profile → Profile deactivation you can delete your profile which means that you’ll no longer be a Evrotrust customer and access to the documents you have signed cannot be restored – they’ll be available only on the Evrotrust archive.

    WHAT DOCUMENTS DO I NEED TO POSSESS TO BECOME YOUR CUSTOMER?

    You only need your ID card or alternatively international or diplomatic passports, depending on the issuing country. Learn more
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    To be identified by Evrotrust and to get a remote qualified electronic signature certificate you need to have a valid identification document – an ID card, an international passport or a diplomatic passport.

    A driving licence cannot be used to verify your identity.

    HOW DO I SEND A DOCUMENT TO BE SIGNED TO ANOTHER PERSON OR COMPANY?

    You can send a document to be signed in one of two ways – through the Evrotrust web-page or directly through the mobile application. Learn more
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    The Evrotrust portal can be accessed on the home-page through the LOG IN button in the upper right or in the DOCUMENTS section through the mobile application.

    You can upload a document to be signed, which from many popular the cloud file storage solutions like Dropbox, iCloud, OneDrive, Google Drive etc.

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    We recommend you convert your documents into PDFs in order to be signed with an integrated electronic signature (PADES). Otherwise the signature will be attached to the documents in a p7s format (CADES).

    PDF is an Adobe Acrobat format readable free of charge with an Adobe Acrobat Reader and several other free programs.

    From Microsoft Word and Excel you can save a document in PDF format from the menu File / Save as option.

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