Why eTrustable

eTrustable is a new solution that provides integrity and security solutions in document management for critical environments such as the banking or legal industries.

eTrustable was conceived to solve problems that hamper document management between different independent parties.

The integrity, authenticity and traceability of documents is, in some processes, a very critical issue. That is why eTrustable can give any business significant value-adds in their document management process.

When is my entity going to be approved?

The authentication process of an entity is handled by our Know Your Customer partner and can take anything from 24 to 72 hours. Once the process is resolved the Entity Admin user will be notified via email.

Should the admin user be denied by the system, the reason will be included in the message, along with the steps necessary to rectify the issue and complete the authentication successfully.

As soon as the process is completed, you will be able to begin using our platform as an Entity Admin User.

When is my user profile going to be approved?

The authentication process of an entity is handled by our Know Your Customer partner and can take anything from 24 to 72 hours. Once the process is resolved the user will be notified via email.

Should the user be denied by the system, the reason will be included in the message, along with the steps necessary to rectify the issue and complete the authentication successfully.

As soon as the process is completed, you will be able to begin using our platform as a user.

Why has my entity application been rejected?

If your KYC entity application was rejected, its most likely due to one of the following reasons:

1. Your entity legal documents do not match.
2. Your entity user documents do not match.
3. Your entity user passport or ID is not valid at the moment you submitted your KYC application.
4. Your entity user passport or ID is not legible and/or it appeared to have been modified with a photo editing software.
5. Your entity user photo is blurry, too opaque, low resolution, or simply doesn’t show your face clearly.

Why has my user profile been rejected?

If your KYC user application was rejected, it might be due to one or several of the following reasons:

1. The user’s documents do not match.
2. The user’s passport or ID is not valid at the moment you submitted your KYC application.
3. The user passport or ID is not legible and/or it appeared to be modified by a photo editing software.
4. The user photo is blurry, too opaque, low resolution, or simply doesn’t depict the face clearly.

I have lost my private key

In the case of misplacing a Private Key, you must contact our support staff so they can cancel the Private Key user’s access by erasing it from the system.

This request must be made by the Entity Admin User. Once the user is successfully deleted, you can create a new user to replace the compromised one.

I have lost my password

If you forget an account password please contact our support staff and they’ll inform you of the steps to access to your account.

How can I verify that a document is authentic?

You can verify the authenticity of an entity document by using our very own open-source tool which is available here: https://verifier.etrustable.com/

I’m being denied access as facial recognition does not seem to work

If at any point during the login process for the website or desktop app the facial recognition process fails and it’s not the first time you’ve logged in, the likelihood is that your webcam image is blurry or there’s a problem with the light in the room.

Make sure you’re in a well-lit room (but also that your face isn’t too backlit and dark by contrast) and that your face is being properly picked up by the flashing blue squares on the screen.

If the problem still persists, please contact our support team.

I’m being denied access as the private key does not seem to work

Please do not try to edit the contents of the Private Key file or alter the file in any way. Your private key can only be downloaded once and we will never store a copy so it’s crucial you handle and store the file safely.