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Contact us

Phone: +49 811-99881-0

E-mail:

What to check before opening a support case

Mobile ID

Check uptime status (Cloud version)

Mobile ID Manager uptime status:
In case of uptime issues, be assured they're already taken care of.

Send in app log

If the reader doesn't respond to phones, ask affected users to send a support request from their Mobile ID apps to support@baltech.de. These requests contain an app log that helps us troubleshoot the issue.

In addition, we still require an official support request from an admin to take action.

ToolSuite or Card Formatter

Make sure you use the latest version and check for a workaround here:

SDK

Make sure you use the latest version.

What we'll need to help you

Reader details

Connect the reader to ID-engine Explorer and send us a screenshot of the reader information displayed as well as the ToolSuite version you're using.

Screenshot: RFID reader info displayed in BALTECH ID-engine Explorer

Returning a reader

To return a reader with hardware issues, please use our RMA form.

BALTECH SDK

Please send us

  • a code sample
  • the line that causes the issue
  • the exact error pattern

Mobile ID

For issues with the Mobile ID app, please forward us the user's support request including log file.

Mobile ID SDK

Please send us

  • SDK version (check SdkBuildConfig.sdkVersion)
  • Platform (Android/iOS) and version
  • Device model
  • Logs (via sendLogs())

Before contacting

  • Review app note examples
  • Enable debug mode and check console logs
  • Try on different device if possible

Configuration

Your order options and the details we'll need from you are listed here.

The service fee is €300 per order.

Job file for Card Formatter

To create a job file, we'll need the information listed here.

The service fee is €500 per job file. For MIFARE DESFire cards purchased from us, this fee is waived if you order a BALTECH standard card structure.

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