FAQs VideoID (Live Call)
FAQs about video identity verification with VideoID (Live Call)FAQs about video identity verification with VideoID (Live Call)
FAQs about video identity verification with VideoID (Live Call)
Why do I have to make a video call?
For certain transactions, such as opening up a bank account, a so-called “Money Laundering Act -compliant identification” of the customer is required by law. This means that the identity of the customer must be accurately determined. The purpose behind this is to prevent money laundering, fraud, and the financing of terrorism. Until a few years ago, all relevant personal data had to be officially recorded on site. Today, the WebID service enables AML-compliant identification entirely online via video call. Even banking and other AML transactions can be carried out conveniently from home.
How do video identification calls work?
Identification takes place in three simple steps:
- First you provide some information about yourself.
- A trained agent will then guide you through the video call. (Please have your valid ID document and a mobile phone ready.)
- Finally, you will receive a TAN via SMS and enter it in the field provided.
If the verification is successful, you are now legally and securely identified!
The whole process is explained in this video: Identification by video call – it’s that easy: Identification with video call – WebID Video Ident explanatory video
What do I need for verification?
For the process you will need:
- Computer, laptop, tablet, or smartphone with internet access (browser or WebID app, if necessary, the app of the institution for which you are identifying yourself) a camera and microphone
- Stable internet connection
- A mobile phone to receive a TAN via SMS
- Valid identification document (identity card or passport)
How do I receive the case number needed for the video call?
When you enter your data on the website of your contractual partner, you will receive your case number. You can find it on the website or in the email you received at the beginning of the process. You will need the case number for your identification.
At what times can I make a video call?
The WebID agents in our Video-Ident-Center are there for you during standard opening hours from 7 a.m. to 10 p.m.
What is the cost of video identification?
There are no fees for private customers.
Which ID documents can I use to identify myself?
You can use any valid and intact German identity card or passport. We also recognize almost all international ID documents. Our agents are trained accordingly. If in doubt, your provider can also tell you whether you can use your document for legitimisation.
How long does a video call take?
The Video-Ident process takes an average of 3 to 4 minutes.
What is the average waiting time for a call?
The video call usually starts immediately or within a few minutes. In individual cases, e.g. if the demand is unexpectedly high, waiting times of several minutes can occur. In some cases, a preliminary ID check can shorten the video call.
How secure is my personal information?
Very secure. Your data will only be used to carry out the transaction you have requested and will not be passed on to uninvolved third parties. WebID complies with the relevant data protection regulations. Your contractual partner also receives your data encrypted.
The WebID servers are located in Germany. We have our own high-security video identification center in Solingen in North Rhine-Westphalia. Only specially trained employees can pass through the security gate, which is equipped with an infrared scanner and other security features.
WebID is also regularly checked during audits, for example by TÜV Informationstechnik GmbH (TÜViT) and various banking institutions.
Will my data be stored by WebID?
WebID does not store any personal data unless you give your consent. If desired, you can securely store your data with us, encrypted multiple times and protected by multiple firewalls. With some contracting partners, it is possible to use this stored information for a future transaction, allowing you to identify yourself without needing another video call.
In cases where no user profile is stored, we only process your data and delete it 30 days after collection, depending on the contractual conditions of the respective contracting partner.
In which countries and in which languages can the video calls be carried out?
Our service is available worldwide – we can be reached wherever there is internet access. All our agents speak German and English. Other languages are available depending on the contractual partner.
Can I sign a contract online immediately after the video call?
Yes. If the purpose of the identification is signing a contract, you will be forwarded to the contract document immediately after your successful identification. There, you will be given the chance to read it, and then sign with a qualified electronic signature (QES) in a legally secure manner by entering a one time password (OTP).
Why is the agent asking me questions about my transaction?
The questions asked during the video call are dictated by law and are used exclusively for your secure identification in accordance with data protection laws. Our agents are specially trained to meet the very high legal security requirements with regards to money laundering and fraud prevention.
How do I successfully complete the verification?
During the video call, WebID sends a centrally one time password (OTP), that is specifically valid for this purpose, by email or SMS to the email address or telephone number provided by the user. The user then successfully completes the identification process. To do this, the user must enter the OTP online and send it back electronically to WebID.
