Questions about video identification with WebID VideoID
Why do I have to make a video call?
For certain transactions, such as opening up a bank account, a so-called “Money Laundering Act -compliant identification” of the customer is required by law. This means that the identity of the customer must be accurately determined. The purpose behind this is to prevent money laundering, fraud, and the financing of terrorism. Until a few years ago, all relevant personal data had to be officially recorded on site. Today, the WebID service enables AML-compliant identification entirely online via video call. Even banking and other AML transactions can be carried out conveniently from home.
How do video identification calls work?
Identification takes place in three simple steps:
- First you provide some information about yourself.
- A trained agent will then guide you through the video call. (Please have your valid ID document and a mobile phone ready.)
- Finally, you will receive a TAN via SMS and enter it in the field provided.
If the verification is successful, you are now legally and securely identified!
The whole process is explained in this video: Identification by video call – it’s that easy: Identification with video call – WebID Video Ident explanatory video
What do I need for identification?
For the process you will need:
- Computer, laptop, tablet, or smartphone with internet access (browser or WebID app, if necessary, the app of the institution for which you are identifying yourself) a camera and microphone
- Stable internet connection
- A mobile phone to receive a TAN via SMS
- Valid identification document (identity card or passport)
How do I receive the case number needed for the video call?
When you enter your data on the website of your contractual partner, you will receive your case number. You can find it on the website or in the email you received at the beginning of the process. You will need the case number for your identification.
At what times can I make a video call?
The WebID agents in our Video-Ident-Center are there for you during standard opening hours from 7 a.m. to 10 p.m.
What is the cost of video identification?
There are no fees for private customers.
Which ID documents can I use to identify myself?
You can use any valid and intact German identity card or passport. We also recognize almost all international ID documents. Our agents are trained accordingly. If in doubt, your provider can also tell you whether you can use your document for legitimisation.
How long dies a video call take?
The Video-Ident process takes an average of 3 to 4 minutes.
What is the average waiting time for a call?
The video call usually starts immediately or within a few minutes. In individual cases, e.g. if the demand is unexpectedly high, waiting times of several minutes can occur. In some cases, a preliminary ID check can shorten the video call.
How secure is my personal information?
Very secure. Your data will only be used to carry out the transaction you have requested and will not be passed on to uninvolved third parties. WebID complies with the relevant data protection regulations. Your contractual partner also receives your data encrypted.
The WebID servers are located in Germany. We have our own high-security video identification center in Solingen in North Rhine-Westphalia. Only specially trained employees can pass through the security gate, which is equipped with an infrared scanner and other security features.
WebID is also regularly checked during audits, for example by TÜV Informationstechnik GmbH (TÜViT) and various banking institutions.
Will my data be stored by WebID?
WebID does not store any personal data unless your consent is given. If you wish, you can store your data securely with us, encrypted several times and protected by a number of firewalls. With some contractual partners, it is possible to use this stored information for your future transactions, so you can identify yourself without having to complete another video call.
In which countries and in which languages can the video calls be carried out?
Our service is available worldwide – we can be reached wherever there is internet access. All our agents speak German and English. Other languages are available depending on the contractual partner.
Can I sign a contract online immediately after the video call?
Yes. If the purpose of the identification is signing a contract, you will be forwarded to the contract document immediately after your successful identification. There, you will be given the chance to read it, and then sign with a qualified electronic signature (QES) in a legally secure manner by entering a TAN.
Why is the agent asking me questions about my transaction?
The questions asked during the video call are dictated by law and are used exclusively for your secure identification in accordance with data protection laws. Our agents are specially trained to meet the very high legal security requirements with regards to money laundering and fraud prevention.
How do I successfully complete the identification?
During the video call, WebID sends a centrally generated transaction number (TAN), that is specifically valid for this purpose, by email or SMS to the email address or telephone number provided by the user. The user then successfully completes the identification process. To do this, the user must enter the TAN online and send it back electronically to WebID.
I have not received a TAN to complete the identification. What now?
There may be various reasons why you have not received a TAN to complete the identification. Please check if the mobile phone number you provided is correct and that your mobile phone has sufficient network coverage.
Questions about automated identification with photos – WebID AutoID
How does the automated identification with photos work?
Identification takes place in three simple steps:
- You provide some information about yourself.
- Then you take photos of the front and back of your ID.
- And finally, you take a portrait photo of yourself.
If the test is successful, you are fully identified! This video explains the process in detail: Identification with photos – it´s that easy: Identification with photos – WebID AI explanatory video
Which ID documents can I use to identify myself?
You can use any valid and intact German ID card or passport. We also accept over 8000 ID documents from more than 200 countries and territories internationally. If in doubt, your provider can also let you know, whether or not you can use your document for legitimisation.
At what times can I identify myself?
The automated identification with photos – WebID AutoID – is available to you 365 days a year and around the clock.
How secure is my personal information?
Very secure. Your data will only be used to carry out the transaction you have requested and will not be passed on to uninvolved third parties. WebID complies with the relevant data protection regulations. Your contractual partner receives your data encrypted.
Will my data be stored by WebID?
WebID does not store any personal data unless your consent is given. If you wish, you can store your data securely with us, encrypted several times and protected by a number of firewalls. With some contractual partners, it is possible to use this stored information for your future transactions, so you can identify yourself without having to complete another video call.
What should I do if my ID photo is not recognized?
In order for our system to check your ID, the photo must be of good quality. Please note the following information:
- Make sure the room is sufficiently illuminated.
- Make sure the image is in focus.
- Make sure your fingers do not cover the writing on your ID.
- Make sure that no reflections can be seen on the ID card.
- The ID card must not be damaged or expired.
What should I do if my ID photo is not recognized?
In order for our system to check your ID, the photo must be of good quality. Please note the following information:
- Make sure the room is sufficiently illuminated.
- Also ensure that the image is in focus.
- Please hold the ID so that your fingers do not cover the writing.
- Additionally, make sure that no reflections can be seen on the ID card.
- The ID card must not be damaged or expired.
How do I successfully complete the identification?
The identification process will end automatically after you have successfully passed the ID verification and portrait photo verification.
Questions about identification with online banking – WebID AccountID
How does identification with online banking work?
Identification takes place in a few simple steps:
- Take photos of the front and back of your identification document.
- Take a portrait photo of yourself.
- Log into your online banking and one cent is automatically transferred to a WebID verification account.
- TAN entry to confirm identification
If the test is successful, you are identified!
This video explains the process in detail: Identification via online banking – it´s that easy: Automated identification via online banking – WebID AccountID explanatory video
How safe is my personal information?
Very safe. Your data will only be used to carry out the transaction requested and will not be passed on to uninvolved third parties. WebID complies with the relevant data protection regulations. Your provider receives your data encrypted. In addition, the WebID servers are located in Germany.
WebID is also regularly checked in audits, for example by TÜViT GmbH and various other banking institutions.
Will my data be stored by WebID?
WebID does not store any personal data unless your consent is given. If you wish, you can store your data securely with us, encrypted several times and protected by a number of firewalls. With some contractual partners, it is possible to use this stored information for your future transactions, to identify yourself without repeating the process.
At what times can I identify myself?
Identification via online banking, WebID AccountID, is available to you around the clock, 365 days a year.
Which accounts can I use for this process?
All German accounts that have an IBAN can be used. It must be your own account with activated online banking functions.
How long does identification process with WebID AccountID take?
The identification takes an average of 3 to 5 minutes.
What should I do if my ID photo is not recognized?
The photo must be of good quality so our system can check your ID for authenticity. Please note the following information:
- Make sure the room is sufficiently illuminated.
- Ensure that the image is in focus.
- Please hold the ID so that your fingers do not cover the writing.
- Make sure that no reflections can be seen on the ID card.
The ID card must not be damaged or expired.
What should I do if my portrait photo is not recognized?
To be able to compare your portrait photo with the photo on your ID, your portrait photo must be of good quality. Please note the following information:
- Make sure the room is sufficiently illuminated.
- Ensure that the image is in focus.
- Follow the exact instructions on the screen and move your face as directed.
How do I log into online banking?
The login takes place within the account identification process and is confirmed with the usual two-factor authentication of your bank.
Why is a cent automatically transferred when I identify with online banking?
The transfer is part of the legally prescribed identification process. The transfer is a statutory requirement for this type of identification check. The so-called reference transfer to a WebID verification account is used for security.
Can I transfer the 1 cent manually?
Please refrain from a manual transfer. The automatic transfer is part of the identification process and cannot be replaced by a manual transfer.
Can the transfer be refunded?
No, the bank transfer required by law is non-refundable.
What happens to the cent after the bank transfer?
After the legally required reference transfer, the 1 cent amount is received in a verifying account of WebID. The collected cent amounts of all AccountID transactions are donated annually to charities.
Can the account identification process be interrupted and continued at a later point in time?
You can interrupt the process and carry it out later. For security reasons, however, the process must then be restarted. We therefore recommend completing the process without interruption.
Can I change my device during the process?
A change of device, e.g., from a smartphone to a tablet is possible. However, after changing the device, the process must be restarted.
How do I successfully complete the identification?
WebID sends you a centrally generated transaction number (TAN) specifically for the respective purpose by SMS to the telephone number you provided. You must enter the TAN online immediately. This will successfully complete your identification.
Questions about digital contract signing with WebID SignID
How does the digital contract signature work?
The qualified electronic signature (QES) takes place in three simple steps:
- First, you will be identified by WebID VideoID or WebID AccountID.
- Then you review your contract.
- Finally, you will receive a TAN via SMS, which you must enter to sign the contract.
And you are done! Your contract is now legally signed.
In this video the process is explained in detail: Digital contract signature with WebID SignID – it’s that easy: Digital contract signature with WebID SignID – explanatory video.
Do I have to identify myself before I sign?
Yes. To legally sign a contract with a qualified electronic signature (QES), identification via video call (WebID VideoID), identification with online banking (WebID AccountID) or identification at the point of sale is necessary. Such an identification is required by law so that the electronic signing of contracts online is just as secure for you and your contractual partner as a handwritten signature.
Is the digital signature just as legally valid as a handwritten signature?
Yes, because it is a “qualified electronic signature”. WebID SignID meets all the requirements of the eIDAS regulation. Since we check your identity, as required by law, before the QES is issued, your digital contract is just as secure and legally binding as a signature by hand.
A contract must be signed by several people, how does this work?
A contract can be signed by several people (e.g., spouses) via QES. The entire process, including identification, is then carried out, one after the other, by the signing persons. Only when the QES has been carried out in full by all persons involved is the contract legally signed.
Questions about age verification with WebID avsID
How does the age verification work?
Age verification is done in three easy steps:
- You provide some information about yourself.
- Then you take photos of the front and back of your ID.
- Finally, you take a portrait photo of yourself.
If the check is successful, your provider will be informed that you have reached the required age. And that’s it!
Which personal data will be collected?
Our age verification only aims at determining your age. Further personal data will not be shared with third parties. We only forward the relevant information to your provider.
How secure is my personal information?
Very secure. Your data will of course only be used to carry out the age verification you require and will not be passed on to uninvolved third parties. WebID complies with all relevant data protection regulations. Your provider receives your data encrypted several times. The WebID servers are located in Germany. WebID is also regularly checked in audits, for example by TÜViT GmbH and various other banking institutions.
Will my data be stored by WebID?
WebID does not store any personal data unless your consent is given. If you wish, you can store your data securely with us, encrypted several times and protected by a number of firewalls. With some contractual partners, it is possible to use this stored information for future age verifications, without having to repeat the identification process.
Questions about identification via WebID eID
What do I need for my identification via eID?
For identification with eID you will need:
- An NFC-enabled smartphone (e.g. Apple smartphones starting from iPhone 6)
- The new German ID card with online ID function
- Your personal ID PIN that you received from the Citizens’ Registration Office
- The Authada app on your smartphone
How does the identification by eID work?
If you are using a mobile device for identification with WebID eID, the process takes place in two simple steps:
- First, please install the Authada app on your NFC-enabled smartphone
- Then carry out the identification. Your identity card will be read by your smartphone via the Authada app. You need your PIN for the identity card.
After the data has been successfully read from your ID, your identification process is complete.
If you are using a desktop internet browser for your identification process with WebID eID, the QR code on the WebID website must be scanned with the Authada app. Then start the process with your personal PIN for the identity card. Once the data has been successfully read from your ID, your identification process is complete.
When can I carry out the identification via eID?
The identification via eID, WebID eID, is available to you 365 days a year and around the clock.
How secure is my personal information?
Very secure. Your data will only be used to carry out the age verification you require and will not be passed on to uninvolved third parties. WebID complies with the relevant data protection regulations. Your provider receives your data encrypted several times. In addition, the WebID servers are located in Germany. WebID is also regularly checked in audits, for example by TÜViT GmbH and various banking institutions.
Will my data be stored by WebID?
WebID does not store any personal data unless your consent is given. If you wish, you can store your data securely with us, encrypted several times and protected by a number of firewalls. With some contractual partners, it is possible to use this stored information for your future transactions, without having to repeat the eID process.
If your question has not been answered …
… then please do not hesitate to contact our customer service at service@webid-solutions.de, stating your case number. We will get back to you as soon as possible.
All explanatory videos