Troubleshooting in XignUp from an admin perspective

In this article, we have compiled the most frequently asked questions and the corresponding answers that might be relevant for you as an admin. They are intended to support you in being able to support your users quickly and in a targeted manner.  

1. My user's identification status is set to "Success", but the certificate status is set to "Waiting". Why is this and what can I do?

If the identification status of a user in the XignUp analysis tool shows "Success", but the certificate has not been issued , this is because the activation has not been completely completed . To complete them, follow the step-by-step guide below . 

Step 1: Please encourage the user to select the initial registration link that was transmitted again in the browser . Now the first page of the certificate activation opens again (see Figure 1). Here, your user can Your user completes the certification process .  

Step 2: As soon as the user has reached step 5, he or she should select the option "Continue without smartphone app" in the bottom left corner (see Figure 2). Thus, he or she is redirected to the success page and the digital identity is created correctly. From now on, your user can sign documents with approval by an SMS TAN .

Step 3: The A-Trust App can  then be downloaded from the App Store or Google Play Store and activated . 

XiTip 

If the original link no longer works, a new dynamic link must be created. Please note: XiTrust will only charge those registrations that have been completed to the end and have ended with a certificate creation.  

2. Is it possible to create multiple administrators for a customer in XignUp?

Yes, that is possible. 

You can announce the exact number of administrators you want before the activation of your XignUp portal or afterwards . Therefore, if you have any questions, please contact your contact person at XiTrust directly.