BEFORE CONTACTING SUPPORT
Signature not working? Describe the issue safely
A clear description of the symptom is often more useful than a large attachment. Start with the stage at which something stops working.
Discuss your requestPrepare the context.
Keep documents private.
- Solution and operating environment.
- Affected stage and general symptom.
- Recent changes, without access data.
Name the solution and environment
Identify SimplySign or a card, your application and operating system. The initial conversation does not require serial numbers or certificate identifiers.
Identify a specific step
Does the issue happen before certificate selection, during authorisation, when signing or when submitting to a portal? This distinction helps separate possible causes.
Describe the message without confidential content
Use your own words. Do not send screenshots containing names, document numbers, contract contents or account information. We can agree any additional diagnostic steps separately.
Avoid changing everything at once
Repeated installation and configuration changes can make the issue harder to reproduce. Note the last known change. Do not guess access codes repeatedly, disable security protections or install tools from unverified messages.
Sources checked on . Product requirements are confirmed for the individual case. Some linked instructions are in Polish.
Certum support centre ↗A CLEAR NEXT STEP