If your eHerkenning PROBAS registration is not progressing or is taking longer than expected, several PROBAS-specific situations may be responsible.
Please contact the Digidentity Service Desk . The Service Desk can check your registration and confirm which situation applies.
⚠ Important: this article only applies to eHerkenning PROBAS
The information below does not apply to standard identity verification, document scanning, camera problems, QR-code problems, NFC problems or rejected document uploads.
If Digidentity is still processing your identity document, see: How long does an identity verification take?
Before taking action
The registration screen does not always show why an eHerkenning PROBAS registration cannot continue. Follow the instructions below only after the Digidentity Service Desk has confirmed which situation applies.
You have not yet been appointed as an authorised representative
Your organisation must appoint you as an authorised representative in PROBAS before you register with Digidentity.
The authorised representative must be known in PROBAS and must be the first person from the organisation to register for eHerkenning PROBAS.
For instructions, see: How do I designate an authorised representative?
Once you have been appointed in PROBAS, return to the eHerkenning PROBAS registration and try again.
Your organisation does not have an authorised representative
This situation applies when you are registering as an additional user, but your organisation has not yet appointed an authorised representative in PROBAS.
An authorised representative must register for eHerkenning PROBAS first. After completing their registration, they can approve or reject requests from other users acting on behalf of the organisation.
Your registration cannot continue until an authorised representative has been appointed in PROBAS and has completed their Digidentity registration.
Your personal details could not be verified against PROBAS
The personal details on your passport must match the personal details recorded for you in PROBAS.
Differences in your name or other personal details may prevent the registration from continuing.
If the Digidentity Service Desk confirms that your details do not match, contact your organisation’s registration officer. Ask them to compare the information in PROBAS with the information shown on your passport.
Do not send passport details or copies of identity documents by email unless the Digidentity Service Desk specifically asks you to use an approved secure method.
Your registration is still not progressing
If the situations above do not apply, or if you have completed the required steps but the registration still does not progress, contact the Digidentity Service Desk .
Mention that your request concerns an eHerkenning PROBAS registration. This helps the Service Desk investigate the correct registration.