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Contact us

Phone: +49 811-99881-0

E-mail:

What to check before opening a support case

Mobile ID (Cloud version)

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

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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