Send a support request from the Mobile ID app
Once a user has activated their app, they can submit support requests.
Recipients
Support requests will be delivered to the administrator e-mail address you specified when requesting the project account. Depending on the settings in Mobile ID Manager, a copy of the request will be sent to BALTECH as well.
Sending a copy to BALTECH helps us improve the quality of the app. However, we'll only respond to support requests submitted by you as the administrator.
Send support request
- In the app, tap
in the top left to open Settings. -
Tap Send Support Request.
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A popup is displayed, informing you about the app log that will be included.
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Tap Continue.
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Your e-mail app opens with a new e-mail for your support request, prefilled with the recipients as well as smartphone model, operating system, and app version.
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Describe your issue below the prefilled e-mail text and send.
App log
The Mobile ID app keeps a log to facilitate troubleshooting. The log records the user's presence near card readers in the last 24 hours. However, it does not allow for the identification of a specific reader and thus does not permit the creation of a movement pattern.
The log is stored locally on the phone and is only transmitted when the user sends a support request. It is attached as a TXT file to the support request e-mail. To open the attachment and view the content, the user can send the support request e-mail to themselves.
If you as the administrator submit a support request to us, please include any relevant app logs you've received from your users.