Question 1

Do you need help with the first-time QES identification with the Mobile ID app?

Accepted Answer

For this purpose, we have set up an assistant to clarify any problems with identification via our partner Swisscom Trust Services GmbH (Mobile ID App).

To the troubleshooting assistant ->

Question 2

How to Restore Mobile ID?

Accepted Answer

You have reinstalled the MobileID app or have a new smartphone? Here you will learn how to restore your MobileID in order to be able to continue signing qualified with sproof sign.

Initial situation
You have already successfully identified yourself once via a VideoIdent procedure for a qualified digital signature. You have now reinstalled the MobileID app or you have received a new smartphone and now want to reinstall the MobileID app. You want to reactivate the MobileID to be able to sign qualified again without another VideoIdent procedure.

Solution
With backup code
You made a note of the backup code when you first installed the MobileID app. Before you set up the app again, go to https://www.mobileid.ch/de/login, enter your phone number and restore your identification. Now you can sign qualified again with sproof sign without any further identification.

Without backup code
You have lost the backup code or you had a backup code but have set up the Mobile ID app again in the meantime. In this case, a new identification is required. Proceed as follows:

Uninstall the MobileID App (if the app is not currently installed, skip this action).
Reinstall the MobileID app and make a note of the backup code. Keep this code in a safe place.
Perform a new identification in the settings under QES Setup.

Question 3

I do not receive emails from sproof?

Accepted Answer

If you do not receive emails from sproof, please check:

Whether you have unsubscribed from emails from sproof via your email client;
The correct spelling of your email address;
The contents of your spam folder;
For professional email addresses, please contact your system administrator to check if the emails cannot be delivered or have been rejected.

If you have an existing account, log in to your sproof account and check in the settings under Notifications if you or your organization administrator have disabled notifications. If so, you will receive no notifications or only the types of notifications selected. Emails to reset the password or other technically necessary notifications cannot be disabled.

Question 4

It seems my invitations to sign are not being delivered?

Accepted Answer

If you have invited a person but they have not received the invitation, please proceed as follows:

Please wait for some time first. We send out invitations immediately, but sometimes it may take several minutes for delivery. If we receive feedback that an email cannot be delivered temporarily, we will make a new delivery attempt.
Please check the correct spelling of the email address;
Please ask the invited person to check the contents of your spam folder;
For professional email addresses, ask the invitees to contact your system administrator to check if the emails cannot be delivered or have been rejected.

Question 5

Can I undo a document sent in error?

Accepted Answer

If the invited person has not yet signed the document, you can remove the person under Signature Progress or delete the document for everyone in the dashboard.

Question 6

I have signed at the wrong position. Can I undo it?

Accepted Answer

As with a handwritten signature, signatures are final and cannot be changed later. Please delete and re-sign the document or contact the sender. As a rule, however, this is only a visual problem. The exact position of the signature is not relevant for the legal effect of digital signatures, since technically the entire document is always signed.

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