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Here to make things clear

CEI One Support

Find the right steps quickly. If the issue continues, email us without sending your CAN, PINs, or unprotected identity-card copies.

Email support↗Include your iPhone model, iOS version, app version, and the exact message shown.

NFC and eID reading

Check card placement, CAN, data PIN, and NFC availability.

PDF signing

Confirm the signing PIN, active certificate, network connection, and selected document.

Signature verification

Understand warnings and when online validation is required.

History and iCloud

Control local storage, retention rules, and optional private sync.

CEI One

Before contacting us

  1. Update to the latest available CEI One and iOS versions.
  2. Restart the flow and hold the eID still under the top of your iPhone.
  3. Check that you are using the PIN required by the feature, without sharing it.
  4. For timestamps and complete validation, check your network connection.
  5. Note the exact message and the step where the issue occurs.

Solutions to common issues

01Where do I find the CAN?

The CAN is the 6-digit code printed on the Romanian electronic identity card. It helps establish the secure NFC session.

02What is the difference between the data PIN and signing PIN?

The data PIN authorizes access to information available on the card. The signing PIN authorizes the cryptographic signing operation.

03What does the app verify in a signed PDF?

For compatible formats it checks integrity, signed revisions, certificates, trust chains, timestamps, and OCSP/CRL revocation information.

04Does everything work offline?

Reading and some operations are local. Trusted timestamps, refreshed revocation evidence, and complete validation require an internet connection.

05What is sent to iCloud?

Only eligible PDFs and library metadata, if you enable sync. CAN, PINs, NFC identity data, and the eID photo are not synced.

06Can I share documents through AirDrop or Messages?

Yes. PDFs can be saved to Files or shared through the standard iOS share sheet.

07What if my iPhone cannot read the card?

Remove a thick case, place the eID under the top area of your iPhone, and keep both still until the NFC session completes.

Still having trouble?

Send a description and non-confidential technical details. Do not attach personal documents unless we explicitly request them and establish a secure method.

support@ceione.ro↗