Support
If the application does not work as expected, please check the answers below first. If you still need help, write to us — we reply within 1 to 3 business days.
Support email
podrska@instaid.meMonday–Friday, 09:00–17:00 (CET). Typical reply time is 1 to 3 business days.
Publisher
Bitsync d.o.o., Montenegro
Hours: Monday–Friday, 09:00–17:00 (CET). Typical reply time is 1 to 3 business days.
Remove any case or cover from your phone. Place the card against the upper third of the back of the phone (on iPhone 11 and newer the NFC antenna sits above the center; on older models it is closer to the top). Hold the card flat against the device for 5 to 10 seconds and avoid moving it until the application confirms the read.
The CAN is a six-digit number printed on the front of your electronic ID card, usually below the photo or next to the card serial number. Enter it exactly as printed, with no spaces.
After several consecutive incorrect PIN entries the card blocks the PIN. The application lets you attempt PIN unblock with the PUK code. If you do not have a PUK, or the PUK is also blocked, you need to visit a counter of the competent authority that issues ID cards in order to obtain a new card or reactivate the current one.
Make sure you are using a Montenegrin electronic ID card (eLK). The application does not read passports, older paper-only ID cards, or ID cards from other countries. If your card was recently issued and still does not work, send us the card serial number (which is not the same as your national ID number) and the model of your phone, and we will diagnose the issue.
First check your network: switch the device from Wi-Fi to mobile data (or vice versa) — some portals are sensitive to network configuration. Restart the application. If login still fails, clear the application data ("Settings → My data → Delete profile") and log in again. If the problem persists, tell us which portal you are trying to open and the exact error message.
During signing, the card must stay against the phone until the operation completes. If the card moves during signing, the session is interrupted and no signature is produced. Try again, holding the card still for 5 to 15 seconds.
When pairing for the first time, make sure the phone and the computer are on the same network (Wi-Fi). After successful pairing, subsequent use works even when the devices are on different networks. If Bridge on the computer cannot see your phone, restart the Bridge application and repeat the pairing.
In the application go to "Settings → My data → Delete profile". This removes all locally stored data. Uninstalling the application also removes all local content.