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40 questions from end users

40 questions from end users with corresponding answers

  1. I can’t log in with MitID – what should I do?
    Make sure you’ve selected the correct MitID app or code generator. Refresh the page (press F5) or close and open the link again. If it still doesn’t work, try another browser like Chrome or Edge. You can also contact the company that sent you the link for help.
  2. I haven’t received an email with a link – what should I do?
    Check your spam or promotions folder first. If you can’t find it there, contact the company and ask them to resend the invitation. Also, make sure you gave them the correct email address.
  3. How do I change my password?
    Go to the login page via the link you received. Click "Forgot password," enter your email, and follow the instructions in the email you get. Check your spam folder if you don’t see the email.
  4. Your program isn’t working!!!
    Hi! Can you please explain a bit more about what isn’t working? We want to help you as best as we can.
  5. How do I delete my profile or data?
    Contact the company you submitted your information to. They are responsible for your data and can help you delete it according to the law.
  6. I entered incorrect information – how can I fix it?
    You can log in again via the invitation email link and edit your answers.
  7. Can I add more documents later?
    Yes, you can log in again via your link and upload additional documents as long as the case is still open.
  8. How long does it take for my case to be processed?
    Processing time depends on how quickly your information can be reviewed. Contact the company if you want an update.
  9. Can I get a copy of the documents I sent?
    Yes, you can log in via your link and download the documents you uploaded. If you need more copies or confirmation, contact the company.
  10. How do I know my information is secure?
    The platform uses encrypted connections and access control. Your data is only handled by the company you shared it with, following data protection laws.
  11. I can’t see all the form fields on my phone – what should I do?
    Try turning your phone sideways (landscape mode), zoom out, or use a computer instead.
  12. Why do I have to submit identity documents?
    The company needs your identity information to comply with anti-money laundering and customer verification laws. It’s a normal and required process.
  13. What if I don’t have all the documents requested?
    Contact the company and explain. They can advise you on what else to submit or if the case can proceed without everything.
  14. Can I change the system language?
    Yes, you can choose the language right after clicking “start” from the invitation email.
  15. Can I save my input if I’m not finished?
    Yes, you can click “continue later” and your answers will be saved.
  16. How can I get a copy of all the information I submitted?
    You can usually download your uploaded documents when logged in. For a complete copy of the case, contact the company.
  17. How long are my details stored in the system?
    Storage time depends on laws and the company’s policies. Typically, data is kept up to 5 years due to anti-money laundering rules. Ask the company for details.
  18. Can I get help filling out the information if I’m unsure?
    Yes, contact the company that requested the information. They can guide you.
  19. What happens if I don’t send the information by the deadline?
    The company might not be able to continue the cooperation until they receive the information. Contact them if you need more time.
  20. Can I delete my case and all information myself?
    No, but you can contact the company to request deletion. They will assess if it’s possible under the law.
  21. Why do I have to confirm my identity again if I already did?
    Companies must regularly update information and confirm identities to comply with laws.
  22. What if I can’t find the link to my case in my email?
    Check your spam folder. If it’s not there, contact the company for a new link.
  23. Why do I have to upload both my passport and driver’s license?
    The company may require both for photo ID and address verification, depending on their procedures and laws.
  24. Why am I asked about politically exposed person (PEP) status?
    It’s a legal requirement to assess if you are a politically exposed person. This applies to all customers.
  25. Can I use my phone to upload documents?
    Yes, just make sure the photos or files are clear before uploading.
  26. Can I talk to someone on the phone about my case?
    We recommend contacting the company you are a customer with. For technical support, you can email support@creditro.com.
  27. How do I know if my case has been completed?
    You will usually get confirmation from the company when your case is processed. You can also contact them for status updates.
  28. What do I need to log in for the first time?
    You need the link sent by the company and either MitID or the option to create a password.
  29. Do I have to fill in all fields before proceeding?
    Yes, all required fields marked with an asterisk (*) must be filled out to complete registration.
  30. Why do you ask for so much information?
    The company must comply with anti-money laundering and customer verification laws, which require detailed information.
  31. I don’t want to use MitID – can you just call me instead?
    Most processes require MitID or a password login for security. Contact the company if you need alternatives.
  32. Can you fill everything out for me?
    For security reasons, you need to fill out your information yourself. The company can guide you if needed.
  33. Why does the platform look different than last time?
    The platform is regularly updated with new features and improvements.
  34. I’m not good with computers – can someone help me?
    Yes, you can get help from a relative, advisor, or contact the company for step-by-step guidance.
  35. How long does this take?
    Usually, it takes only 5-10 minutes to fill out the information and upload documents.
  36. I don’t understand what you want from me – can you explain in simple terms?
    Sure! It’s basically about confirming who you are and providing documentation so the company can follow the law.
  37. Can I use an old copy of my passport?
    We recommend using a valid, up-to-date copy to ensure the information matches.
  38. Why do you ask for my address – you should already have it?
    The system asks for updated information to make sure everything is correct, as required by law.
  39. I’m exempt from digital ID and can’t use MitID. How do I proceed?
    If you’re exempt and can’t log in with MitID, contact the company that sent you the link. They can offer an alternative process or identity verification.
  40. Who are you?
    We are Visma Creditro, established in 2017 to fight fraud, scams, and money laundering. We develop intelligent software to investigate financial crime and help companies manage documentation to comply with strict legal requirements. Our platform also includes pre-screening, credit assessment, and early warning systems to detect fraud and financial risks. We serve many of Denmark’s largest companies and have offices in Copenhagen and Esbjerg. Learn more at www.creditro.com.