This is a checklist, if issues occure with the RA app, RA admin portal or the management of RA agency
Troubleshooting with RA app for Standards and Master RA agents
The RA App does not start
- For security reasons, the RA app won't start, if you mobile phone is "jailbroken"
- Uninstall and re-install the Swisscom RA app
Login error with RA app - what can I do?
- Check your login data: Is your mobile phone number and the name of your registration authority correct? Usually the name of your RA agency is the domain of your company e-mail address
- Please make sure that you have installed the latest version of the RA app on your mobile phone
- Check, if you have a good internet connection
- Please check on our check signature website, if you are correctly registered for the electronic signature
Transmission error during an identification (red screen)
- Ask the registered person, whether they have received the SMS with the link to the terms of use.
- If yes, the transmission was successful and no further action is required
- If no, repeat the identification
- Ensure there are no special characters, e.g. !, ?,;,()), etc. in the registered identification data
- Sometimes company WiFis or proxies block the data transmission. Please use your mobile data instead
- Repeat the process in a different network
- Make sure you are not logged in with the demo mode of the RA app, because no data will be transmitted
The presented ID document is not supported or not available in the RA app
- Please check the current list if supported ID documents by the RA app
- If an ID document is not supported please contact our RA agency support
- If you have doubt or notice a fake ID document, please report this security incident to our RA agency support
You noticed that the registered identification data was incorrect
- Repeat the identification immediately. The incorrect identification data is overwritten with the new registered data
- If you have doubts, please report a security incident to our RA agency support
Before you ask us for assistance, try the following steps:
- Close and reopen the RA app on your mobile phone
- Activate or deactivate the flight mode on your mobile phone
- Turn off and turn on your mobile phone - a reboot of your mobile phone is always good
- For users, using Mobile ID to log in the RA app and confirm identification, please check your Mobile ID Dashboard
- Check if any of the points under Good to know apply:
Good to know
In following situations, RA agents need to get re-identified and also re-assigned to the role RA agent in the RA admin portal in order to log in the RA app again: They have ...
- Set a new Mobile ID Pin when using Mobile ID SIM without using their Mobile ID recovery code
- Forgotten their password when using the password and SMS code method (PWD/OTP)
- Re-activated Mobile ID SIM or app without using their Mobile ID recovery code
- used password and SMS code method before and have now activated Mobile ID SIM or app
- Transferred their mobile phone contract
- Got a new mobile phone number
- Got an eSIM
Troubleshooting for Master RA agents with RA admin portal and management of RA agents in their RA agency
Login error with the RA admin portal - what can I do?
- Check your login data: Are your mobile phone number and company name correct? Usually the name of your RA agency is the domain of your company e-mail address
- Make sure that your browser is up-to-date
- Empty the cache of your browser
A RA agent can no longer login to the RA app
- Check in the RA admin portal, the the RA agent entry (menu tab "Agents") of the RA agent has the status "Confirmed & Signed"
- Check, if the RA agent entry has at least one green bar
- Check, if the RA agent ID document has expired in their user entry (menu tab "Users")
- If their status is ok, they may have re-activated Mobile ID, set a new Mobile ID Pin without using their Mobile ID recovery code
- Ask the RA agent, if they forgot their password when using password and SMS code method (PWD/OTP)
I cannot see the record of an identified user - what can I do?
- The user has
- not been identified yet
- been identified by an RA agent of another RA agency or by another identification method (Video identification, Auto identification, etc.)
For data privacy reasons, as Master RA agent you can only see registered users and RA agent that have been identified by RA agents of your own RA agency. If this causes an inconvienence, you or an RA agent of your RA agency can re-identfied the person.
The user is identified, their status is "Confirmed & Signed", but they still can not sign electronically
- The user can check their registration status on our Smartflow website or check signature website , if both results are successful they are able to sign.
- Ask the person:
- if they possibly (re-)activated Mobile ID or set a new Mobile ID Pin without using the recovery code or
- if they forgot their password when using password and SMS code method (PWD/OTP)
- Do the first name, surname and nationality of the user, as entered in the signature application, match the information in the RA Service Admin Portal? (When a signature application uses the Distinguished name)