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jan1979 - 19.06.2017 - 13:22:55

Dear Fidor community,

I have a friend that is trying to open a Fidor account over the weekend since 1 month, but the online identification process is just not working. He keeps queing until he finally gets an error message. Any idea on how to solve this? Only queuing at the post office?

If we want the community to grow and Fidor to become bigger and bigger these problems should be solved ASAP.


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AmDamDes - 19.06.2017 - 13:27:36

Can you provide the error message, please? That should allow people with more knowledge to step in and offer better suggestions.

Here's hoping your friend will soon be able to enjoy all the Fidor banking benefits!

smoon - 19.06.2017 - 13:30:59

First: Why didn´t your friend tried to contact the Customersupport? I think they should be more able to help him with the identification process. And what´s also important: Which error message did he received?

jan1979 - 19.06.2017 - 13:31:58

Something like "Fehler, versuchen Sie noch einmal" but he didn't do a screenshot unfortunately

smoon - 19.06.2017 - 13:35:22

Well, that seems to be a problem at the provider which provides the identification service. Maybe he should reinstall the app? Or is he trying to do it via a Laptop/PC?

jan1979 - 19.06.2017 - 13:44:22

He tried both ways: App and PC. I also believe that the problem is on the ID service provider's end, and that Fidor should become aware of it to avoid losing more customers.

kundenservice - 20.06.2017 - 10:37:15

If the Connection is lost, he can only try it again later. If he is in Germany, he can also try the PostIDENT at the Deutsche Post.

If nothing of this works, an account opening isn't possible at the moment.

kind regards
Imrö, Fidor Bank.

jan1979 - 20.06.2017 - 14:21:16

Thank you Imrö. Sorry but this is not really a helpful answer. He tried several times with several different computers and phones. I did my best to convince him to become a customer, but now I'm not sure he will still want to try.

You have a problem with your ID service provider and you should listen to your customer, say sorry, and try to fix it ASAP, not assume that it's the customer's fault. He tried, tried again, again and again. His internet connection is working well, the error is clearly on your end.

Post channel is obvious, but not really fitting with the digital experience that Fidor claims to be willing to deliver.

I wish you to fix it / improve it soon.


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