Help
Support
Last updated: 6 October 2026
Questions about FastDoc QES, trouble signing, or interested in the practice connection? Find answers and direct contact here.
Contact: [email protected]
Please tell us your device model, operating system version, app version and a short description of the problem. Never send us your PIN, your CAN or patient documents.
Requirements
- Electronic health professional card (eHBA), generation G2.1, with NFC
- An active PIN.QES, or the transport PIN from your PIN letter (the app then walks you through setting your own PIN)
- iPhone or Android smartphone with NFC
- Internet connection for the certificate check (OCSP)
Common problems
The card is not detected
Hold the card flat and still against the back of the phone: near the camera on an iPhone, usually in the middle on Android. Remove thick or metal cases. On Android, NFC must be switched on in the system settings. Keep the card in place until the phone vibrates.
The CAN is rejected
The CAN is the six digits at the top right on the front of your card. If you have a new card, delete the stored CAN under "Mein Profil" (My profile) and enter the new one the next time you sign.
Wrong or blocked PIN
After several wrong entries the card blocks the PIN.QES. You can unblock it with the PUK from your PIN letter; only your card issuer can provide the PUK or new PIN letters. We have no access to your PIN.
"Certificate revoked" or "validation service unreachable"
Before every signature the app asks your card's issuer whether the certificate is valid. If it has been revoked, contact your card issuer. If the service is unreachable, check your internet connection and try again later. Without a successful check the app deliberately does not sign.
Where is my signed PDF?
In the folder you chose when saving, or in the app you shared it with. The app keeps no archive of signed documents of its own.
Subscription and purchases
You can try two signatures for free. Subscriptions are billed by Apple or Google and tied to your Apple ID or Google account. After reinstalling, or on a new device, tap "Käufe wiederherstellen" (Restore purchases) in the app.
- Cancel on iPhone: Manage subscriptions with Apple
- Cancel on Android: Manage subscriptions on Google Play
- Refunds are handled by Apple or Google.
For practices and PVS vendors
Want to integrate FastDoc QES into your practice management system or see a demo? Email us at [email protected].