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Contact us

Got stuck somewhere? Would you like to place an order?
Here's how you can get in touch - we're looking forward to hearing from you.

Phone: +49 811-99881-0


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:


Make sure you use the latest version.

What we'll need to help you

Please provide us with a few details about your request, so we can process it as quickly as possible.

Reader issue

  • Please 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

  • Get our remote support application. Then you're all set if we ask you to grant us remote access to your computer to help you troubleshoot.

  • To return a reader in case of a hardware issue, please use our RMA form.

SDK issue

Please send us

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

Mobile ID issue

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


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

The service fee is €300 per order.

Job file

To create a job file for card formatting, 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.