Help with Using the D-Trust Portal

If you want to use the D-Trust portal for the first time, you will need to complete an individual registration. To do this, you will need to enter an email address and a password of your choice.

You can currently order all Signature and Seal cards and any Officer cards required for customer-specific identification procedures in the D-Trust portal. We are gradually adding more products to D-Trust.

Please note that it is currently not possible to order timestamps, Seal IDs, Advanced Personal IDs or Advanced Enterprise IDs via the portal.

No. Each account for the D-Trust portal is personal. Orders for third parties are not permitted via personal accounts. You have access to individual functions via your account, e.g. a complaints or blocking option for the cards you use. 
If an application for third parties is desired, D-Trust offers access to the application via the Officer Portal. 

We currently give you the option to make multiple orders for Qualified Seal cards and for all test cards offered in the D-Trust portal. You are able to set the desired quantity for your shopping cart in the last order step.

The products will be produced by D-Trust with the same certificate data on each card and then sent to you.

For multiple Qualified Seal card orders, the applicant only needs to be identified one time.

Please note: Multiple Signature cards orders are not possible.

You need the data from your valid personal ID document for each order. Please have your ID document ready before applying.

If an organisation is to be included in the certificate, data on the organisation (e.g. commercial register numbe, payment data or information on people authorised to block or represent) will also be requested during the application process.

You will find a detailed list of the required data in our step-by-step instructions.

Personal identification is required for most products. However, the possible identification methods may vary. Not all identification methods are certified for every product. You can find out which selection is possible for your desired product in the application form.

As a rule, the following options are available for identifying yourself when applying for our qualified products:

• PostIdent procedure (eID or branch):
  
  You fill out your application documents and have yourself identified at a post office using the PostIdent procedure. Alternatively, you can enter the PostIdent procedure number from the coupon you received in the PostIdent app during the order process. This will provide you with fast and convenient identification using the online ID function of your German ID card.
• NotarIdent procedure:
  
  Complete your application documents and confirm your identity using a notary. 
• BotschaftsIdent procedure:
  
  Complete your application documents and confirm your identity using a German embassy abroad.
• OfficerIdent or BehördenIdent procedure:
  
  By offering various procedures, we allow organisations with a higher demand of signature or seal cards to identify their own employees or customers on site themselves. This procedure is only available in selected areas of the D-Trust portal. 
• D-Trust Ident procedure:
  
  We sometimes offer customers the opportunity to identify themselves on site at D-Trust in Berlin. This procedure is only available in selected areas of the D-Trust portal.

You have the option of ordering additional cards in your name. You will find an overview of the available products in the D-Trust portal.

If you already have a D-Trust signature card in use, you can use the ‘Reorder’ function in the D-Trust portal to order additional cards with the same certificate content. A new identification is then not necessary and you can have the form fields in the portal pre-filled automatically.

In principle, you can choose between the available cards from the signature card product group. For example, you can use the existing order and identification data for a single signature card to reorder a batch signature card.

If you make changes to the data, D-Trust can request a new identification or further confirmations from you during the ordering process or during the data check. Please refer to the checklist at the end of the order process.

Yes, if you would like to reorder a signature card for which the current validity expires, please register in the D-Trust portal.
Please use the same e-mail address for your registration that you used for your previous order with D-Trust. This is the e-mail address to which you received both your order confirmation from D-Trust and, if applicable, a notification of the expiring card validity.
After registering your account in the D-Trust portal, you will be offered the opportunity to transfer existing data. We will also ask you a security question. This must be answered correctly for the data to be transferred. The transferred data will then be displayed in the product overview.

At the beginning of a product order form, you will be offered to transfer data from your last valid identification. At this point, select ‘YES’, transfer data’ to fill in the form fields automatically.

If you have already placed your previous order in the D-Trust portal, you will see the available data in the product overview of your account or on the dashboard.

Your previous order has not yet been placed in the D-Trust Portal? After a personal registration with the contact e-mail address known to D-Trust and login to the D-Trust Portal, data from previous orders can be transferred on request. We will also ask you a security question. This must be answered correctly for the data to be transferred. The transferred data will then be displayed in the product overview. 

Please simply select the appropriate button in your personal product overview to reorder. Re-ordering takes place in three steps:

1) Please select the desired product in the shop. You can choose freely between the signature card products displayed for a repeat order.

2) At the beginning of the ordering process, before entering the data in the form provided, you will be asked whether you wish to accept the data from the previous order. If you confirm, the forms are automatically pre-filled accordingly. The data can be changed at any time before the order is placed. D-Trust may need to request new identification from you (e.g. in the event of a name change or change of delivery address).

3) Without changing your existing data, you can immediately send the order to D-Trust electronically.

The D-Trust portal will guide you through the ordering process and will provide you with the next necessary steps via a checklist if required.
 

You do not know the e-mail address used for the previous order or cannot answer the security enquiry with the data stored in the D-Trust system? In this case, we must ask you to submit a new application for the desired product in the D-Trust portal. For security reasons, we cannot carry out the data transfer in this case. 

In principle, you can choose between the available cards from the signature card product group. For example, you can use the existing order and identification data for a single signature card to reorder a batch signature card. It is not possible to transfer the identification data from a signature card to a seal card.

Organisations use an order code to provide direct access to individual products if required. 
The order code works like an activation code for a provided product. You will receive a link to the D-Trust portal with the order code. Please enter the order code once after logging into the D-Trust portal. The product released for ordering will be displayed directly. Then follow the specified application process. You must always be registered and logged in to use the D-Trust portal and an order code.

A shop code enables your organisation to offer its own section in the D-Trust portal, if required. For instance, this section may include a limited product selection or special identification procedures.

The shop code works like a key for accessing your organisation’s area. Please enter the shop code once after you have logged into the D-Trust portal. To do this, select “+Shop” in the navigation bar. After visiting this page for the first time, your organisation’s shop will automatically appear every time you visit the website and will remain there. You must always be registered and logged in to use the application portal and a shop code.

Yes. The D-Trust portal gives you an overview of the respective order steps within your personal account. After you log in, all steps are displayed in the dashboard directly with the respective order. 

At the end of the order process, you will also be provided with a checklist for downloading. This serves as an aid for further processing of your application and for your personal identification.

You can see the current status of your order at any time after logging in to the Dashboard or on your personal order overview under “My Orders”. Here you will be shown the individual intermediate steps, from checking your application to producing the card to sending it to you.

The meaning of your order’s status information is as follows:

• Open (blue): Your order has been submitted in the portal, and various documents are available to you to download. D-Trust is waiting for you to send your application and identification information.
• Waiting (red): An error was detected while checking your information, or your information is not yet complete. Our customer service team will contact you. Your card cannot be produced at this stage.
• In Production (yellow): The certificate data is being created by D-Trust, and the card will soon be produced.
• Dispatched (yellow): Your card has been sent by registered post. You will receive your card in the next few days.
• Completed (green): The order has been fully processed, and all the information (card & PIN letter) has been delivered to you. You can now find all information in the portal under “My Products”. Completed orders are moved from the order overview to the archive.

You can find your current product status in the Dashboard or your personal order overview under “My products”. The validities of your cards are displayed here.

Products can be active or inactive.

• Active: The product is available and valid.
• Inactive: The product certificate is either expired or it has been revoked.

Products are displayed with the following status:

• Valid (green): The product is ready to be used.
• Not activated (blue): The product is still awaiting the activation of certificates. For orders via the D-Trust portal, certificates are automatically activated approx. 24 h after being sent.
• Revocation in progress (red): Revocation was actively requested via the D-Trust portal. The system takes a few minutes to process this task. This view can be updated manually if necessary.
• Revoked (red): The product has been revoked by the user or by a third person authorised to revoke the product.

No, because the D-Trust portal offers you individual options, such as for revoking your personal certificate products or for lodging a complaint about them. If you were to share an account, third parties would have access to your data.  That is why it is mandatory for each applicant to use his or her own account in the D-Trust portal.

Accounts with so-called collective e-mail addresses (e.g. info@) cannot be created in the D-Trust portal. D-Trust reserves the right to cancel applications if cards from different persons ordered via a joint account are found when processing orders.
If an application for third parties is desired, D-Trust offers access to the application via the Officer Portal. 

You can purchase additional products for your signature or seal card, such as readers, in the shop for D-Trust customers at REINER SCT.

Please report the loss of a card to D-Trust immediately. The same applies if you suspect misuse of a card. In such cases, you should have the card revoked immediately.

Information about revocation can be found here.

Have you failed to receive your card despite the shipment notice, or is the PIN letter missing? In these cases, please lodge a complaint concerning your product via the D-Trust portal.

Information about making a complaint can be found here.

Please contact our call and support centre if you want to delete your account for the D-Trust portal. Our colleagues here will be glad to help you. You can reach the service team on Monday to Friday from 7:00 a.m. to 6:00 p.m. at +49 (0)30 2598-0 or by e-mail at support@d-trust.net.