Complaints

If a product purchased from us does not work, you can submit a complaint to us.

Our fast and streamlined complaint service

  • As a first step, please contact our Support team at +49 (0) 30 2598 - 0 or send an e-mail to: ehealth-support@bdr.de to clarify possible causes.
  • If we cannot solve your problem immediately, you can submit a complaint in your eHealth Request portal.

Using the transaction number and the correct password, log in under ‘Access my applications’. An overview of your applications and cards will then appear.

Identify the affected card using the ICCSN/ID card number and click the 'Report problem' button below the ICCSN to start the troubleshooting process.

  • Please note that for regulatory reasons it is only possible to trigger a complaint within the first six months. Should you have any problems with our eHealth products at a later date within the scope of the warranty, please contact our Support team at +49 (0) 30 2598 - 4050 or send an e-mail to: ehealth-support@bdr.de.

  • First, please contact our Support team at +49 (0) 30 2598 - 0 or send an e-mail to: support@d-trust.net to identify possible causes.
  • If we cannot solve your problem immediately, you can submit a complaint request.
    • Please log in to portal.d-trust.net using your account data. In the ‘My products’ section, select the product stored there that was ordered from the D-Trust portal.
    • Select the ‘Complaint’ button and follow the instructions there.
    • After a technical review, you will then receive a free replacement card.

  • First, please contact our Support team at +49 (0) 30 2598 - 0 or send an e-mail to: support@d-trust.net to identify possible causes.
  • If we cannot solve your problem immediately, you can submit a complaint request here . Please have your application ID/card ID ready.
  • After a technical review, you will then receive a free replacement card.
Piktogramm für Support
D-Trust
Support
+49 (0)30 2598 – 0