What can I do if I encounter problems when issuing my xIDENTITY through NECT?

If you encounter problems issuing your xIDENTITY via NECT, there are essentially two places you can turn to for help: A-Trust/xIDENTITY support or the help section within the NECT or A-Trust registration process itself, directly in the app.

1. Steps you can take before contacting support

To avoid unnecessary stress, you can check the following points yourself in advance. In many cases, this allows challenges to be resolved quickly and without red tape. You can take the following steps:

• Make sure you are using the latest version of the NECT or A-Trust app

• Check that you have a stable internet connection

• Check your permissions: Are all the necessary camera/microphone and NFC access rights enabled on your smartphone?

• Ensure that your ID details match the information on the online form completely and accurately (name, spelling, document number, expiry date, etc.) Please note: Any discrepancies may block the registration process.

1.1. What to do if the NECT process itself fails

• Restart the identification process.

• If possible, try a different browser (e.g., Chrome or Safari) or a different device (if the pages do not load).

• If you continue to experience interruptions or error messages, please contact A-Trust Support.

XiTip
For all other inquiries regarding XignUp or MOXIS, please contact the XiTrust Service Desk at servicedesk@xitrust.com.