We are leaving and moving all four of our companies to another provider due to poor UI and customer care. No Self-Service: Completely lacks basic automated updates; requires manual email mess... See more
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very nice and friendly help through the system fur users that don't hyave enough knowledge themselfes
Company replied
Very poorly designed system that doesn’t make sense to a user. Very little instruction and very little information before buying a product. Nowhere is it clear that when you buy a pack of e-s... See more
Company replied
I dont know if to use it either they dont tell you what you are consenting too entirely its like face reconition all over it.but i need it to do it regardles at the end it work out ok so its really en... See more
Company details
Written by the company
Wij zijn van mening dat iedereen zelf de controle moet hebben over zijn eigen digitale identiteit. Wij verhogen de standaard door het verkrijgen van een digitale identiteit eenvoudiger en toegankelijker te maken dan ooit tevoren. Vertrouwen is de basis van alles wat wij doen, met een focus op het creëren van een buitengewone digitale klantervaring. Continu gedreven om te innoveren, heeft Digidentity al meer dan 25 miljoen identiteiten op afstand geverifieerd met onze technologie. Wij leveren digitale identiteiten, in combinatie met services zoals autorisatie, digitale handtekeningen en meer.
Contact info
Schenkkade 50, 2595 AR, Den Haag, Netherlands
- +31 70 700 79 76
- helpdesk@digidentity.eu
- www.digidentity.eu
3.0
Average
357 reviews
No history of asking for reviews
This company hasn't invited their customers, so reviews may not be representative
Replied to 83% of negative reviews
Typically replies within 48 hours
How this company uses Trustpilot
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Unresolved issues and unresponsive customer service
Unresolved service. Customer service is inexistent. Whilst the company is making efforts to use automation and AI, the app and the facilities are undeveloped and underwhelming.
I have just received what it seems a message from Digitentity in Dutch. It seems an invoice for a service I wasn't able to access and use.
If I could award 0 stars I would
*Ticket number is 1863671*
Ps I continue to receive messages in Dutch
30 October 2025
Unprompted review
Reply from Digidentity
Hi Alex,
We’re very sorry to hear about your experience. That’s certainly not the level of service we aim to provide. Please know that we take your feedback seriously and would like to look into this right away.
Could you provide your ticket number? Our team will review your case, clarify the invoice you received, and ensure any unresolved issues are addressed as quickly as possible.
Thank you for bringing this to our attention.
Kind regards,
Max
Forgot my password and second factor…
Forgot my password and second factor authentification is not working. It asks you to do something cryptic with a code back on the app, but the app is only asking me to log in with my password. Useless.
25 October 2025
Unprompted review
Reply from Digidentity
Hi C.M.
We’re sorry to hear you’re having trouble signing in. The login flow can indeed be confusing if the app and browser are not fully in sync.
Please let me know your ticket number, and we’ll help you reset your password and restore access to your account as quickly as possible.
Thank you for your feedback — we’re continuously improving the login process to make it clearer and more user-friendly.
Kind regards,
Max
Unable to access my account after…
Unable to access my account after changing my iphone.
The telephone help number just goes around in a loop and unable to speak to anyone.
Also the password reset guidance doesn't work.
Website refers you back to the APP which doesn't allow progress - another loop.
23 October 2025
Unprompted review
Reply from Digidentity
Hi Guy,
Thank you for sharing your feedback. We’re sorry to hear about the difficulty accessing your account after changing your iPhone — we understand how frustrating it can be to feel stuck in a loop between the app and the website.
If you share your ticket number, I can escalate it with our service desk to make sure it is picked up as soon as possible.
We’re aware that the current process to recover access to your account can feel cumbersome, and we appreciate your patience. The good news is that we’ll soon be releasing a new feature that will allow users to either re-upload their ID or use biometrics to securely recover access to their account — making this much smoother in the future.
Thank you again for your understanding, and for giving us the opportunity to improve your experience.
Kind regards,
Max
My experience with Digidentity
This is nothing but a malafide company who let you pay for something they're not going to provide and when you request they reimburse your money because you've decided to use the Services of another, then they start making difficult and start bringing costs so as to keep your money. I've been a victim of this. I'll advise anyone who's been victimized to contact meby writing a review and mentioning Tom
17 October 2025
Unprompted review
Reply from Digidentity
Hi Tom,
We’re sorry to hear that you feel this way. Please know that Digidentity is a certified identity provider, and we take both compliance and customer satisfaction very seriously.
When you created your account, you accepted our Terms and Conditions, which clearly explain that our eHerkenning is a paid service and include our policy on refunds. We’ve already credited the invoice as a gesture of goodwill; however, costs were incurred for the identification process itself, and these cannot be refunded once verification has started.
We understand this may not be the outcome you hoped for, but we want to assure you that everything has been handled according to our published terms, which you accepted during the registration process.
Kind regards,
Max
It took quite some time
It took quite some time, but we finally managed to get it done thanks to the help and support of the helpdesk.
16 October 2025
Unprompted review
Reply from Digidentity
Hi Michel,
Thank you for your feedback!
We’re glad to hear that everything was successfully completed and that our helpdesk could assist you. We appreciate your patience throughout the process.
Kind regards,
Max
Could not read the so called chip in my…
Could not read the so called chip in my passport, no matter what I ve tried. So useless and a complete waste of time
10 October 2025
Unprompted review
I set up an account but deleted my…
I set up an account but deleted my account the next day and never used their services. Now i have to pay an invoice. I thought I have a legal right to consider and cancel my purchase within 7 days. Its not the case apparently with this company.
14 August 2025
Unprompted review
Reply from Digidentity
Dear Philip,
Thank you for sharing your feedback with us. Please note that once a product is deleted, we’re unable to review its usage in the future. That’s why we always recommend reaching out to our Help Desk first, so we can help cancel your product before you delete your account. You can also find more details in our Terms and Conditions. We sincerely apologise for any inconvenience this may have caused, and appreciate your feedback
Kind Regards
Natasha
I have been trying to set up a chain…
I have been trying to set up a chain authorization for my accountant with Digidentity for over three weeks now, and the process has been incredibly frustrating. Their customer service is extremely poor – it takes 3 to 4 business days to receive a response, and even then, they come up with a different excuse each time.
I reached out as early as July 26th to request the cancellation of an invoice, since the service related to it has not been delivered, and the invoice was due by August 1st. As of today, I have still not received any response regarding this issue.
This whole experience has been very disappointing, and I find it unacceptable. Definitely not recommended.
1 August 2025
Unprompted review
Helpdesk not responding
Been a customer for couple of years, even recommended Digidentity to my customers. For at least a year now, the reachability and responsiveness of the customer support is very poor to say the least. I've been mailing the same simple question to the helpdesk since May and repeatedly asked for a response but not a single reply! This is also making me look bad in the eyes of my customers. Please do something, Implement AI or something!
16 July 2025
Unprompted review
Reply from Digidentity
Dear Andrew,
I’m very sorry to hear that you’ve had difficulty reaching us. This is not the level of customer support we aim to provide.
I’ve escalated your most recent support ticket to our Customer Success team, and they will prioritise it as soon as they’re available during business hours tomorrow.
In the meantime, I also wanted to let you know that we’ve recently introduced AI-powered support via our website chatbot. We’re still in the process of fine-tuning it, but we hope it will significantly improve our availability and responsiveness going forward.
Thank you for your patience, and please don’t hesitate to reach out if you need anything further in the meantime.
Kind regards,
Max
Good morning to everyone
Good morning to everyone. I see many reviews about this company. I also tried to acres their services, totally impossible after hours of efforts. But they are now sending me floods of emails asking for payment. I politely asked for a meeting to understand but denied. No numbers to call, no full names in their email. If you had a similar experience, what have you done?
8 June 2025
Unprompted review
Reply from Digidentity
Hi Massimiliano,
Thank you for your message. I’ve reviewed your ticket and can confirm that the matter has been resolved. This has also been clearly communicated to you in multiple messages by both our supervisors and the Service Desk manager.
Your request concerned a refund for the eSignature product, based on the fact that you were unable to use it. Your product registration was however fully completed and available to you. We understand that it can be unclear at first that the eSignature product must be accessed via its dedicated website or through compatible signature software such as Adobe Acrobat.
When you contacted us, our Service Desk responded the next day with a direct link to our FAQ article outlining the steps to sign a document. Prior to this, we did not receive any support requests from you regarding issues with using the product.
That said, as a goodwill gesture, we will credit the invoice related to your purchase.
Lastly, I’d like to clarify that we do not include employee surnames in our communications. This policy is in place to protect the privacy and safety of our staff, as there have unfortunately been instances in the past where individuals were subjected to threats. We appreciate your understanding on this matter.
Kind regards,
Max
Reply from Digidentity
Hi Hisham,
Thank you for your kind review.
Have a wonderful day,
Max
not reachable by phone, have been waiting for days for my documents to be checked.
Requested an EH3 via the app. Paid Ditect but never heard anything since. They are not available by telephone and my email from 2 days ago never received a response. No indication is given in advance of how much time an application will take. And then you hear nothing anymore. I do not recommend this provider and have now submitted a request to KPN.
5 February 2025
Unprompted review
Reply from Digidentity
Dear Peter,
Thank you for your feedback. We’re sorry to hear about your experience and understand how frustrating this must be. Processing times can vary depending on verification requirements, but we strive to keep applicants informed throughout the process.
We’d like to look into your case and assist you as soon as possible. Could you please provide more details, for example your service desk ticket number (and/or email topic) so I can look into this?
We appreciate your patience and the opportunity to make this right.
Best regards,
Max
Worst support desk
Already trying to get them on the phone, via chat which says that they are closed at 15:10 hrs. ... by mail ... no response at all ... as of January 30th 2025.
Please help .... !!!!
5 February 2025
Unprompted review
Reply from Digidentity
Dear Maarten,
Thank you for reaching out. Our servicedesk is available from 09:00 to 17:00, but we are currently experiencing a high volume of inquiries. I have escalated your ticket, and you can expect a response soon.
Our apologies for the delay.
Max
Excellent service from the advisors!
Excellent service from the advisors who always very patient and polite. They are always very reassuring and make it easy for me by speaking perfectly English, for which I am utterly grateful.
23 May 2024
Unprompted review
Reply from Digidentity
Thank you for your kind review! I'm glad to hear our advisors were patient and helpful. We appreciate your feedback!
Max
Very poor helpdesk
Since a week I'm still waiting for a first reaction on my Email from their helpdesk to activate the E-Herkenning tool. Very poor services. Contrary to what they report on their website if you log in, they cannot be reached by phone or chat at all.
27 January 2025
Unprompted review
Reply from Digidentity
Beste Diederik,
Jammer om te horen dat uw ervaring niet positief was. Door een tekort aan personeel en een grote hoeveelheid supportverzoeken zijn we op dit moment helaas minder goed bereikbaar. We doen ons best om dit zo snel mogelijk te verbeteren.
Onze excuses voor het ongemak.
Max
No support, stuck in a loop
While trying to recover access to my account it gives "can't reach server" errors, I'm stuck in a loop where after filling in the recovery code it just brings me back to the main page, the FAQ protocol points to buttons that aren't there, the Phone helpdesks says "maximum number of calls reached, please start a live chat" and then disconnects, the live chat points to the FAQ protocol... I guess I can start over with the whole identification process but we'll miss the WBSO deadline. Thanks for absolutely nothing guys! It should be against the law to be unavailable to your customers like this.
20 December 2024
Unprompted review
Excellent extremely responsive patient assistance.
Excellent responsive and patient assistance. Thank you Jeroen.
27 November 2024
Unprompted review
Reply from Digidentity
Dear Rex
Thank you for your kind feedback! We’re glad to hear that Jeroen was able to assist you so well. We’ll make sure to share your compliments with him.
The process is not made clear
The process is not made clear, there are no steers for guidance, an absolutely frustrating experience. Poorly designed. When I emailed that I was experiencing difficulties I received a response in what I take to be Dutch! The website might as well have been Double Dutch. Amateurs.
6 November 2024
Unprompted review
Reply from Digidentity
Dear Cedwyn, thank you for taking the time to share your feedback. I’m truly sorry to hear about your frustrating experience. It's clear that we fell short of providing the clarity, support, and guidance you needed, and for that, I sincerely apologize.
We will prioritize making our process clearer and easier to follow, and work on providing more comprehensive guidance throughout each step. Furthermore, receiving a response in a language you didn't expect is unacceptable; we’ll investigate how this happened and take measures to prevent such communication errors.
Again, I’m sorry for your experience. If you would like assistance with your specific case, please email our helpdesk@digidentity.com and mention my name so I can personally assist you.
Kind regards, Roos
I’m having problems with login
I’m having problems with login. The app redirects met to the client service. Tried to reach out via chat, phone, mail…. No response at all. Worthless! I do not let derstand that official Dutch institutions make use of this worthless company.
Day after review above. I got a call from client services. The employee actually was really helpfull And took his time to help fix the problem. Based on above I changed my rating from 1 to 4 stars. Motivation is that there is client service to help with problems only in my case they where diffucult to reach. I only got reaction in ‘call me back’ option
4 November 2024
Unprompted review
Reply from Digidentity
Dear Jermaine,
thank you for sharing your feedback, and I’m sorry to hear about the difficulties you faced with logging in. We understand how frustrating it must have been not to receive immediate support.
We can see that you have now been assisted via phone and email, and we hope your issue has been resolved to your satisfaction. Please know that we take your concerns seriously and are working to improve our response times and overall service experience. If you have any further questions or need additional support, don't hesitate to reach out again.
Kind regards, Roos.
No knowledge of the Chamber long waitings
No knowledge of the Chamber of Commerce, statutes are ignored. Long waiting times, chat only. And not at all interested in the customer and their challenges.
--
Respons from Digidetity.
Information from statutes is always documentation that we receive from the customer self. 1. We cannot verify the authenticity of these documents.
--------
You can verify these documents. These are LEGAL documents, confirmed with a notary's stamp. But this doesn't fit into your automated system and that's why you ignore it. Your choice, our choice not to do business with you.
7 October 2024
Unprompted review
Reply from Digidentity
Beste L. Aalsma, thank you for your review. I have reviewed your contact with the helpdesk. In your case, it is not about a lack of knowledge regarding the Chamber of Commerce or ignoring the statutes out of unwillingness. As a company, we consciously choose to depend exclusively on the information provided to us by the Chamber of Commerce. We have a partnership with the Chamber of Commerce, through which they supply us with the correct information. This means that we know for sure that the information we got, is correct.
Information from statutes is always documentation that we receive from the customer self. There are two reasons why we do not accept this information:
1. We cannot verify the authenticity of these documents.
2. We aim to minimize the amount of sensitive information received via email, to reduce the risk of compromising personal data.
As mentioned in your chat conversation, unfortunately, we do not make exceptions. I understand that you may perceive this as unhelpful or lacking in knowledge, but we follow these rules solely for your safety and ours.
If there is anything else we can do for you, please let us know. Kind regards, Roos
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