How to Submit a Support Request

Step-by-step guide for the web form — ecerthelpme.com/submit?lang=en

Note: The diagnostic assessment is free of charge. You will receive a price quote only after our team reviews your request and confirms they can resolve the issue. Payment is required only if you choose to proceed.

1

Open the request form

Go to ecerthelpme.com and click "Submit a request", or open ecerthelpme.com/submit?lang=en directly.
2

Enter your full name

Type your first and last name (required field).
3

Enter your e-mail address

Provide your active e-mail address. A ticket tracking link will be sent to this address — make sure it is correct.
Save that email — you will need it to access your ticket portal.

Select the problem category

Choose the category that best describes your issue from the dropdown menu:

e-ID certificate	Electronic identity issues
Digital signature	Qualified electronic signature
eGovernment / portal access	Login problems on government portals
Token / smart card	USB token or chip card
Other	Anything else related to certificates

5

Describe your problem in detail

In the description field, include: exactly what is happening (e.g. "Error 403 when logging into the portal"), your operating system (Windows 10/11, macOS), your browser (Chrome, Edge, Firefox), and what you have already tried.
More detail means faster resolution. Limit: 2000 characters.
6

Attach a screenshot or file (optional)

If you have a screenshot showing the error, you may attach it. Accepted formats: JPG, PNG, and PDF, up to 10 MB.
7

Accept the terms and submit

Check the consent box to agree with the privacy policy and terms of use, then click "Submit request".

What happens after you submit

Email confirmation

Within seconds you will receive a submission confirmation and a ticket tracking link by email.
Click the link to open your personal portal where you can follow the status of your request.

Tracking your ticket on the portal

The portal shows the current status, messages from the support team, and all request details.
Once your request is approved, you will receive payment instructions (amount and IBAN) on the portal and by email.
After payment, a proof-of-payment upload button will appear directly on the portal.

Remote access (if required)

Some issues require temporary remote access to your computer using the AnyDesk tool.
If needed, you will receive instructions on the portal — the session lasts only as long as support is needed.
Never share your PIN/PUK code, passwords, or banking details!

Protect your data: The e-certhelpme team will never ask for your passwords (Windows, email, portal), certificate PIN or PUK code, or payment card details. If you receive such a request — contact info@ecerthelpme.com immediately.