Proper cleaning of the document reader
If an error message is displayed despite a valid ID document or the inserted ID card is not recognized/accepted, you should clean the card slot of the document reader. To do this, you should proceed as follows:
1. make a cleaning card
A cleaning card is the best way to clean the card slot gently yet thoroughly. All you need is an old debit card/customer card and some kitchen paper.
Wrap 2 to 3 layers of kitchen paper around the card you no longer need and, if necessary, secure it at the bottom with a piece of tape or adhesive tape (at least one long side of the card should be free of adhesive tape).
2. moisten the cleaning card with water
3. pull the cleaning card through the card slot
Now slowly pull the cleaning card through the card slot of the document reader. As already mentioned in point 1, the area in contact with the card slot should be free of adhesive tape so that no cleaning performance is lost. You should pull the card through the slot several times in both directions.
If the card slot is particularly dirty (recognizable by the dirt deposits on the cleaning card), you should replace the kitchen paper and clean the slot with the fresh kitchen paper in a second pass.
4. replace the cleaning card
You should replace the cleaning card or paper towel every time you clean the card slot. We advise against repeated use.
The document reader should now reliably read ID documents again. If not, there may be a more serious problem. Please contact support.