ID help

Last updated articles

  • ID-card and card reader: checking the functionality of your ID-card reader

    To check the functionality of the ID-card reader, insert your ID-card into the card reader, connect it to the computer and open the DigiDoc4 Client.

  • Using PinPad Card Reader Drivers

    Electronic ID-card use may not be possible, if you use one of the following PinPad (keypad) card readers: • Gemalto CT710 Ezio• OmniKey CardMan 3821 To use the PinPad card reader in Windows, the driver…

  • Install ID-software

    Installation of ID-software is very easy! Our website automatically offers you the latest software package compatible with your operating system. Just click on the “download” link and follow the on-screen instructions.

Software and installation

Operating systems supported by ID-software

The ID-card software works in Windows, MacOS and Linux environments. Each ID-software version is always supported by specific operating system versions.

Windows: ID software installation failed

Instructions for the situation when an "Unspecified error" or "Fatal error" appeared when installing the ID software on a Windows computer.

Ubuntu: ID-software installation, updating and removal

Ubuntu/Linux instructions for installing, updating and removing ID-software using an automated script.

The support period (lifecycle) of ID-software versions

ID-software is security software and it is therefore very important to always use only the latest version of the software. ID-software has an automatic update system – it is important that you install any updates or improvements that ID-software tells you about as soon as possible!

Known ID-software defects

With every new ID-software version, we attempt to resolve as many known defects as possible; however, the priority is always to ensure the safety of the user and their data as well as the stability of the software.

RIA DigiDoc application version information (release notes)

The latest version of the RIA DigiDoc mobile app is always available from the AppStore and Google Play.

DigiDoc4 Error Message: The PCSC service, required for using the ID-card, is not working

If DigiDoc4 gives you the error message ‘The SmartCard/PCSC service is not working’, you will have to start the service manually. Instructions are dependant on the operating system you are using.

In the RIA DigiDoc settings, it is possible to set mobile-ID and Smart-ID service access

Instructions on how to designate mobile-ID and Smart-ID service access in the RIA DigiDoc mobile application.

ID-software minidriver Windows Update

For Windows 10 and Windows 11, the minidriver component that is part of the ID-software is automatically installed on your computer the first time you connect the ID-card and the card reader to your computer.

The signing and authentication errors ‘Insert Smart Card’ and ‘No Certificates Available’ and the DigiDoc4 Client error ‘No ID-card found’

If you see the errors ‘Insert Smart Card’ or ‘No Certificates available’ or DigiDoc4 gives you the error message ‘No ID-card found’, you can resolve the situation using the instructions provided here.

Configuring the SiVa validation service in the DigiDoc4 client

When validating PDF and DDOC documents that are signed in the DigiDoc4 client, the signed documents are forwarded to the validation service SiVa. The SiVa validation service is open source and can be downloaded and…

macOS: installing and uninstalling ID-software

Installing ID-software on a macOS computer: software download links for DigiDoc4 and Web components.

ID-software versions info (release notes)

ID-software version info (release notes): changes and known issues, supported operating system etc.

In the DigiDoc4 Client settings, it is possible to set mobile-ID and Smart-ID service access.

Instructions on how to set mobile-ID and Smart-ID service access in the DigiDoc4 Client

Saving ID-software log files on Windows computers

If you are using a Windows computer and have encountered any issues while using your ID-software, ID-card or mobile-ID, saving the log files of the ID-software will help track down the cause of your issue faster.

ID-software: saving diagnostics files

Saving automatic diagnostics files with the help of DigiDoc4 is quick and easy! This is helpful if you wish to contact the ID user support in the case of errors.

How to create a free App Store account, without inserting payment method, for installing DigiDoc4 Client

Apple iTunes account is required to download different free and paid applications for Apple devices. Starting from ID-software version 3.8 the DigiDoc Client can only be found at Apple App Store. NB! Free account can only…

How to designate a TSA URL in the RIA DigiDoc mobile application?

Instructions on how to designate a TSA URL in the RIA DigiDoc mobile application.

Your computer settings only allow approved apps to be installed from the Store

Change your PC settings to resolve the error message “Your PC settings only allow you to install approved apps from the Store”.

RIA DigiDoc mobile application

RIA DigiDoc is a free mobile app that lets you digitally sign documents with an ID-card, Smart-ID and mobile-ID, verify the validity of digital signatures and open, save and share files via a mobile device.

Ubuntu update 16.04 LTS -> 18.04.1 LTS does not update previously installed ID-card software

What to do if you cannot start DigiDoc4 or sign online after updating Ubuntu.

Your computer settings only allow approved apps to be installed from the Store

Change your PC settings to resolve the error message “Your PC settings only allow you to install approved apps from the Store”.

On MacOS computers, separate web components must be installed to use the ID-card

What to do on macOS computers if DigiDoc4 says that to authenticate e-services and sign documents, you should install a package of web browser components.

DigiDoc4 message: updating the list of trusted certificates was unsuccessful

What to do when DigiDoc4 says that updating the list of trusted certificates was unsuccessful.

Information on the latest software versions

Version info on the components of the latest ID-software version: For Windows, macOS and Linux operating systems.

Why is it necessary to update the ID-software?

All software needs updating from time to time: the reasons being to ensure the security of the software and better user convenience. Always take updating ID-software seriously!

When starting the DigiDoc4 Client, it gives the error ‘The program can't start because api-ms-win-crt-runtime-l1-1-0.dll is missing from your computer’

What it means and what to do if the following error message is displayed when starting the DigiDoc4 client: ‘The program can't start because api-ms-win-crt-runtime-l1-1-0.dll is missing from your computer’

Issues with the ID-card reader

What to do if issues arise with the card reader while using the ID-card?

DigiDoc4 Client error: Please check your computer time

Error will be displayed in DigiDoc4 Client when computer time differs from the validity confirmation service time by at least 15 minutes.

DigiDoc4 Client error: Please check your computer time

What to do if...

You cannot digitally sign with mobile-ID
You cannot digitally sign with mobile-ID

If you encounter errors when signing with a mobile-ID, read the error message: in most cases, you will receive the information you need to resolve the situation.

Errors occurred while using mobile-ID
Errors occurred while using mobile-ID

Using Mobile-ID is easy and convenient – follow the instructions on the screen and everything will go smoothly. However, if you have a problem with using your mobile ID, you can find help in the…

You wish for a new ID-card
You wish for a new ID-card

The ID-card is a mandatory identity document for all Estonian citizens. You can request one from the Estonian Police and Border Guard Board. ​If you have lost your PIN code and PUK code, you can request a new code envelope without replacing the ID-card.

Digital signing in RIA DigiDoc mobile application
Digital signing in RIA DigiDoc mobile application

Digitally signing documents with the RIA DigiDoc mobile app is very easy for mobile-ID, Smart-ID and ID-card users. Step-by-step instructions.

Downloading and saving ID-card’s document picture
Downloading and saving ID-card’s document picture

The photo on your ID-card originates from the Police and Border Guard Board database. You can view and download your photo from there using the DigiDoc4 Client only with an ID card. 1. Insert ID-card.…

Digital signing in RIA DigiDoc mobile application
Digital signing in RIA DigiDoc mobile application

Digitally signing documents with the RIA DigiDoc mobile app is very easy for mobile-ID, Smart-ID and ID-card users. Step-by-step instructions.

Failed to log in or sign in e-services with an ID card
Failed to log in or sign in e-services with an ID card

Did you encounter problems accessing e-services, such as an online bank or a web page?

The DigiDoc4 client displays the data of the ID-card previously used in the card reader

There might be a situation when the DigiDoc4 Client header displays the data of the ID-card previously used in the reader. This situation can occur if the ID-card in the reader is changed while loading…

You wish to locate DigiDoc4 ID-software on your computer?
You wish to locate DigiDoc4 ID-software on your computer?

Have you installed ID-software on your computer and are now unable to locate the DigiDoc4 program in order to use your ID-card? Instructions for launching DigiDoc4 in Windows, macOS and Linux operation systems.

You wish to add a digital signature using a computer
You wish to add a digital signature using a computer

​Digital signing is very simple. ​Firstly, you need to know which tool you want to use for signing: your ID-card or mobile-ID. After that, launch DigiDoc4.

Digital signing in RIA DigiDoc mobile application
Digital signing in RIA DigiDoc mobile application

Digitally signing documents with the RIA DigiDoc mobile app is very easy for mobile-ID, Smart-ID and ID-card users. Step-by-step instructions.

PIN codes: applying for a new code envelope
PIN codes: applying for a new code envelope

If you have forgotten your ID-card, digital-ID or other digital document PIN and PUK codes, you can order a new code envelope from the Police and Border Guard Board.

PIN codes: applying for a new code envelope

If you have forgotten your ID-card, digital-ID or other digital document PIN and PUK codes, you can order a new code envelope from the Police and Border Guard Board.

RIA DigiDoc error: Please check your smart device time

The below error can be displayed when signing in RIA DigiDoc mobile application. Error will be displayed in the RIA DigiDoc when the smart device time differs from the validity confirmation service time. To fix…

Encrypting documents with RIA DigiDoc app
Encrypting documents with RIA DigiDoc app

Encrypting documents with the RIA DigiDoc app is simple: you don't need an ID-card or a mobile-ID. You only need to know the personal identification numbers (or company registration numbers) of the people to whom you want to give permission to open encrypted files.

Decrypting encrypted documents with RIA DigiDoc app
Decrypting encrypted documents with RIA DigiDoc app

To decrypt documents using RIA DigiDoc, you need to first save the encrypted files and then make sure that the ID-card is connected to the smart device. Step-by-step instructions for decryption.

Encrypting documents with RIA DigiDoc app
Encrypting documents with RIA DigiDoc app

Encrypting documents with the RIA DigiDoc app is simple: you don't need an ID-card or a mobile-ID. You only need to know the personal identification numbers (or company registration numbers) of the people to whom you want to give permission to open encrypted files.

Decrypting encrypted documents with RIA DigiDoc app
Decrypting encrypted documents with RIA DigiDoc app

To decrypt documents using RIA DigiDoc, you need to first save the encrypted files and then make sure that the ID-card is connected to the smart device. Step-by-step instructions for decryption.

Encryption and decryption of documents
Encryption and decryption of documents

Document encryption helps to protect the contents of files from unauthorised access. It is a temporary solution for transferring files securely, not for long-term storage.

Mobile-ID PIN codes
Mobile-ID PIN codes

Mobile-ID PIN codes are issued with your mobile-ID SIM card. You will find the codes under the disposable surface of the SIM card cover. You will receive three codes with the mobile-ID supported SIM card.

Changing PIN codes of an ID-card in RIA DigiDoc application
Changing PIN codes of an ID-card in RIA DigiDoc application

Have you forgotten your PIN codes or accidentally blocked them? RIA DigiDoc app, also known as the mobile app, allows you to change the PIN codes of your ID-card by connecting your ID-card to your…

RIA DigiDoc mobile application
RIA DigiDoc mobile application

RIA DigiDoc is a free mobile app that lets you digitally sign documents with an ID-card, Smart-ID and mobile-ID, verify the validity of digital signatures and open, save and share files via a mobile device.

What to do if an ID-card or other digital document is lost or stolen?
What to do if an ID-card or other digital document is lost or stolen?

Did you discover that your ID-card is lost or stolen? First, consider whether you have used it recently and left it in a slightly different place than usual, for example, on the desk? ​How you proceed depends on how sure you are of the theft of the card.

My PIN is blocked (locked)
My PIN is blocked (locked)

If your PIN is blocked, you can easily unlock it again with DigiDoc4. To do that, you need your PUK code.

You wish to start using mobile-ID
You wish to start using mobile-ID

Mobile-ID is a digital identity card for use in electronic channels. You can access e-services, use an online bank, provide digital signatures, approve and execute transactions and so on.

You wish to start using your ID-card electronically
You wish to start using your ID-card electronically

Here you will find step-by-step instructions for downloading and installing ID-software (incl. DigiDoc4 client) and web browser software and a number of other useful tips.

You wish to become a Smart-ID user
You wish to become a Smart-ID user

The free Smart-ID app enables you to log in to e-services, confirm transactions and bank transfers and sign documents: its possibilities are almost as vast a those of ID-cards, digital IDs or mobile-IDs.

You wish to obtain a digital ID card
You wish to obtain a digital ID card

A digital identity card, i.e. digital ID, is a digital document that can be used to identify yourself and sign digitally in an electronic environment, just like an ID-card.

PIN codes

PIN codes: applying for a new code envelope

If you have forgotten your ID-card, digital-ID or other digital document PIN and PUK codes, you can order a new code envelope from the Police and Border Guard Board.

PIN and PUK codes: Security recommendations

A code envelope with the PIN and PUK codes was given to you with your digital identity card. You cannot use the ID-card (or other digital identity cards) without them. Your certificates, i.e. your electronic…

My PIN is blocked (locked)

If your PIN is blocked, you can easily unlock it again with DigiDoc4. To do that, you need your PUK code.

Changing PIN codes and PUK code

Digidoc4 makes it very easy to change the PIN and PUK codes of your ID-card: choose codes that are easily remembered by you but difficult to be guessed by others!

Changing PIN codes of an ID-card in RIA DigiDoc application
Changing PIN codes of an ID-card in RIA DigiDoc application

Have you forgotten your PIN codes or accidentally blocked them? RIA DigiDoc app, also known as the mobile app, allows you to change the PIN codes of your ID-card by connecting your ID-card to your…

Signing

Log file generation in DigiDoc4 client and RIA DigiDoc application

For organisations that sign large quantities of documents using DigiDoc4 Client and RIA DigiDoc mobile application.

All ID card, digital ID and/or mobile-ID holders have an allotted number of free digital signatures every calendar month. The limit affects signing for personal use and only digital signatures executed through ID-software.

DigiDoc4 Client – Error: OCSP responder is not trusted! No certificate for this responder in local certstore!

This error is displayed when the computer does not have the necessary certificates to verify a signature. Usually the solution is to install the latest ID-software that has all the necessary certificates for verifying different…

Saving e-signature confirmation page

Using DigiDoc4, the e-signature confirmation page can be saved and printed. The confirmation page displays data on the signed files and the signers.

Digital signing with Latvian and Lithuanian ID-cards

Did you know that DigiDoc4 allows you to validate digital signatures given with the Latvian and Lithuanian ID card as well? And that you can use the Lithuanian and Latvian ID cards for signing?

You wish to add a digital signature using a computer
You wish to add a digital signature using a computer

​Digital signing is very simple. ​Firstly, you need to know which tool you want to use for signing: your ID-card or mobile-ID. After that, launch DigiDoc4.

Digital signing in RIA DigiDoc mobile application

Digitally signing documents with the RIA DigiDoc mobile app is very easy for mobile-ID, Smart-ID and ID-card users. Step-by-step instructions.

Is it possible to create a legally valid digital signature with other programs?

Several programs (Microsoft Word, Open Office, Adobe Acrobat, Thunderbird) offer the possibility of digital signing. Unfortunately, if the timestamping service has not been used to sign them, these signatures may not be equal to a…

What do signer role/resolution mean and how to add them to the document?

You can add details to the container about your association with the documents and signature in free text. Adding this information is not mandatory, however your employer or service provider may require it when signing documents…

Signing with Lithuanian mobile-ID and verifying signatures in the DigiDoc4 Client

Digital signatures given with Lithuanian mobile-ID can be conveniently verified via DIgiDoc4.

Signing and encryption with a digital seal (crypto-stick)

To use a digital seal and encryption certificate issued on a crypto-stick with DIgiDoc4, you will need: SafeNet Authentication Client installed on your computer in addition to the ID-software.

Digital signing with Finnish ID-cards

Did you know that DigiDoc4 allows you to conveniently and rapidly verify digital signatures given with the Finnish ID-card and sign documents using the Finnish ID-card? Or that a signature given with the Finnish ID-card is not at a level equivalent to a digital signature given with the Estonian ID-card?

Access certificate: what is it?

When you install ID software, an access certificate is automatically installed into your computer, giving you access to the SK ID Solutions AS (SK) validity confirmation service.

How does a person, who does not have DigiDoc4 Client, see digital signatures? Where can you check digital signatures?

If you have a card reader and ID-card then you can use Dokobit portal. Besides checking digital signatures, Dokobit portal can also be used to digitally sign documents. DigiDoc4 Client can be used to open documents…

DigiDoc4 Client error: Please check your computer time

Error will be displayed in DigiDoc4 Client when computer time differs from the validity confirmation service time by at least 15 minutes.

Document has invalid signature

Did you encounter a situation where digital signing of the document worked correctly but the signature became invalid when you sent the signed document to a recipient?

DigiDoc4 Client error: Please check your computer time

We recommend using an e-seal instead of mass signing with the ID card

We recommend using an e-seal instead of mass signing with the ID card

For administrator

Browser message "Managed by your organization"

When the ID software is installed, the personal identification and signature module (Web eID) is added to the Google Chrome and Microsoft Edge web browsers, which is automatically activated. In this regard, Google Chrome and Microsoft Edge display the notification "Managed by your organization" under the browser settings.

Administrator’s guide for administration and installation of Open-EID on the basis of version 22.11

The latest version of Open EID software has become installation component-based. A central configuration admin interface has been added, allowing the software configuration settings in the user’s computer to be updated from the State Information System Authority (RIA) servers.

How to designate a TSA URL in the DigiDoc4 Client?

Instructions on how to designate a TSA URL in the DigiDoc4 Client.

List of URLs contacted internally by the ID-card software

List of addresses contacted internally by the ID-card software.

Signing e-mails in Outlook 2019 for Windows with SK certificates

Instructions for signing e-mails in Microsoft Outlook.

Using ID-cards for logging in to Windows (Windows 10, 11 Windows Server 2016 / 2019 / 2022)

Instructions for configuring Windows domain for authentication of users with ID-cards, digital IDs and other digital eID documents

Instructions for globally configuring and locking configurations for location of the access certificate, password and IP-based access necessary for signing in the DigiDoc4 Client

Instructions for globally configuring and locking configurations for location of the access certificate, password and IP-based access necessary for signing in the DigiDoc4 client.

ID-card generations supported in different versions of the ID-software

During the lifetime of the ID-card, the card’s security elements, design and the chip firmware have all changed.

Manual installation of Trust Service Status Lists of certificates in DigiDoc Client

DigiDoc4 uses Trust Service Status Lists (TSLs) to check the trustworthiness of certificates of BDOC and ASiC-E files both upon signing and signature validation.

DigiDoc container format life cycle

An overview of DigiDoc container formats supported by different versions and components of the ID-sofrware.

Security software

Configuring ESET security software for using an ID-card

Instructions for configuring antivirus ESET so that it does not interfere with ID-card use.

Configuring Kaspersky Security antivirus program for using an ID-card

Instructions for configuring Kaspersky Internet Security software so that it would not interfere with entering e-services with ID-card (such as online banking).

Avast AntiVirus antivirus software interfering with the use of e-services

Instructions for configuring Avast AntiVirus so that it does not interfere with e-services accessed by ID-card.

Adware interfering with entering into e-services in browser

If the DigiDoc4 Client successfully reads the data of the document in the card reader, but it is not possible to enter e-services, the reason for the malfunctions may lie in adware or malware.

Security risk posed by laptops with fingerprint readers: using e-services without entering a PIN

Laptops with fingerprint readers (particularly by Hewlett Packard, i.e. HP) may pose a security risk where e-services – for instance, the Internet Bank – can be accessed and used for confirming activities and transactions without entering ID-card PINs.

Bitdefender antivirus software interferes with use of e-services

If you have installed Bitdefender antivirus and you’re not able to enter e-services with your ID-card, you’ll need to change Bitdefender settings.

AVG antivirus software interfering with the use of e-services?

Instructions for configuring AVG AntiVirus so that it does not interfere with e-services accessed by ID-card.

Card reader

Useful information about smartcard readers

Chip cards may behave differently depending on the operating system. The following lists the basic requirements of each operating system and tested card readers.

ID-card and card reader: checking the functionality of your ID-card reader

To check the functionality of the ID-card reader, insert your ID-card into the card reader, connect it to the computer and open the DigiDoc4 Client.

Replacing card reader manufacturer’s driver with standard Windows drivers

When keypad card readers are used, problems in a manufacturer’s driver may interfere with use of the ID-card. To solve the problem, replace them with Microsoft WUDF drivers.

Using PinPad Card Reader Drivers

Electronic ID-card use may not be possible, if you use one of the following PinPad (keypad) card readers: • Gemalto CT710 Ezio• OmniKey CardMan 3821 To use the PinPad card reader in Windows, the driver…

Problem: mini-PC switches off ID-card reader to save power

What to do if the computer switches off the ID card reader to save power?

Internet connection lost on MacBook Air when connecting a card reader to the computer

If your computer is a MacBook Air and you are establishing a hard-wire connection using Apple USB Ethernet Adapter, your internet connection is cut off when you connect the card reader to the computer’s USB.

Browsers

Configuring Safari for using ID-card

An easy step-by-step instruction for configuring Safari browser plug-ins and full information about the necessary web components.

Configuring Microsoft Edge for using the ID-card

To use the ID-card with Microsoft Edge, you will need the latest ID-software installed and the Microsoft Edge signing plugin (Web eID).

Configuring Mozilla Firefox for using an ID-card

Instructions for configuring Mozilla Firefox for using an ID-card: changing settings and allowing the extensions Web eID Signing and PKCS11 loader.

Configuring Google Chrome for using the ID-card

Step-by-step instructions for configuring Google Chrome extensions – plugins – for use of the ID-card.

Configuring browsers for using ID-card

To use the ID-card over the internet (for accessing e-services and signing transactions and actions etc.) your browser needs to be correctly configured. Read the step-by-step instructions.

Encryption

Decrypting encrypted documents with RIA DigiDoc app
Decrypting encrypted documents with RIA DigiDoc app

To decrypt documents using RIA DigiDoc, you need to first save the encrypted files and then make sure that the ID-card is connected to the smart device. Step-by-step instructions for decryption.

Encrypting documents with RIA DigiDoc app
Encrypting documents with RIA DigiDoc app

Encrypting documents with the RIA DigiDoc app is simple: you don't need an ID-card or a mobile-ID. You only need to know the personal identification numbers (or company registration numbers) of the people to whom you want to give permission to open encrypted files.

Signing e-mails in Outlook 2019 for Windows with SK certificates

Instructions for signing e-mails in Microsoft Outlook.

Encryption and decryption of documents

Document encryption helps to protect the contents of files from unauthorised access. It is a temporary solution for transferring files securely, not for long-term storage.

Encrypting large (120+ MB) files

It is recommended to use the DigiDoc4 client for encrypting documents smaller than 120 MB. If you need to share large files securely, you need to find an alternative solution.

Security

Data protection conditions for the ID-software of the National Information System Authority

The National Information System Authority’s document on data protection conditions explains how personal information is used with ID-software (including DigiDoc4 Client, RIA SiVa e-signature validation service, and RIA DigiDoc mobile application): what data will be transmitted, for what purpose…

The Privacy Policy of id.ee

Visiting id.ee The following data is collected and retained about the visitor upon visiting the website: the Internet Protocol address (IP address) of the computer or computer network used, the site that was visited, the…

What to do if an ID-card or other digital document is lost or stolen?

Did you discover that your ID-card is lost or stolen? First, consider whether you have used it recently and left it in a slightly different place than usual, for example, on the desk? ​How you proceed depends on how sure you are of the theft of the card.

PIN and PUK codes: Security recommendations

A code envelope with the PIN and PUK codes was given to you with your digital identity card. You cannot use the ID-card (or other digital identity cards) without them. Your certificates, i.e. your electronic…

How is a secure connection between an ID-card and the server established?

We will explain how the secure connection between an ID-card and the server is established and shed some light on the possibility/impossibility of man-in-the-middle attacks upon the creation of this connection.

Authentication

Authentication in e-services

If you wish to enter a national e-service, you must first authenticate yourself, i.e. prove that you are who you claim to be. Authentication must be reliable and secure, because no one wants their data…

Failed to log in or sign in e-services with an ID card
Failed to log in or sign in e-services with an ID card

Did you encounter problems accessing e-services, such as an online bank or a web page?

Getting rid of excess certificates

On a computer with several users, your browser may prompt you to manually enter the right certificate when entering e-services with an ID-card. Instructions for avoiding this problem and removing expired/extra certificates.

Only some e-services in macOS are accessible

Do you use a computer with Mac OS and find that only some e-services are accessible when using your ID-card but others are not?​

Contact

ID-software: saving diagnostics files

Saving automatic diagnostics files with the help of DigiDoc4 is quick and easy! This is helpful if you wish to contact the ID user support in the case of errors.

Notify us of the problem

You can find answers to all the most frequently asked questions about the electronic use of ID-card and mobile-ID on the id.ee webpage: feel free to use our search function! However, if your problem remains unsolved, please contact the ID Help Centre through the form here. The more precisely you describe your problem and the emergence of the situation, the more personalized assistance we can provide. All answers with easy steps and instructions that could help to resolve your problem will be sent to you in writing!