Review Insights · App Store
My WebID
WebID Solutions GmbH · 479 ratings · ★ 4.4
4.4
★★★★★
479 ratings
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Top complaints - extracted from 16 negative reviews
Recurring phrases mined from 1-2★ reviews. The bigger the percentage, the more users have the same problem. Fix the top 2-3 in your version and you have product-market fit on day one.
1
"service"
5 negative reviews mention this · 31% of all complaints
★★★★★ "Not good UX. Customer service is bad. The app crashes." - el diablo NYC
2
"verification"
4 negative reviews mention this · 25% of all complaints
★★★★★ "Bad user interface, bad representative. We had a very different experience; first we tried out the web browser, which was a disaster. Then downloaded the app and specifically requested someone who would be able to go through the verification process in English. Unfortunately, t…" - Another UNHAEPPIE Customer
3
"card"
4 negative reviews mention this · 25% of all complaints
★★★★★ "Only seems to work with ID card, not passport. Usability is questionable. It does not seem to work with a passport, but does not tell you that. Also voiceover and instructions on the screen differ/are not synched. Quite confusing." - iphone-user-574
4
"able"
3 negative reviews mention this · 19% of all complaints
★★★★★ "Bad user interface, bad representative. We had a very different experience; first we tried out the web browser, which was a disaster. Then downloaded the app and specifically requested someone who would be able to go through the verification process in English. Unfortunately, t…" - Another UNHAEPPIE Customer
5
"process"
3 negative reviews mention this · 19% of all complaints
★★★★★ "Bad user interface, bad representative. We had a very different experience; first we tried out the web browser, which was a disaster. Then downloaded the app and specifically requested someone who would be able to go through the verification process in English. Unfortunately, t…" - Another UNHAEPPIE Customer
6
"german"
3 negative reviews mention this · 19% of all complaints
★★★★★ "Operators drop calls. Operators in Germany are as**oles. They drop calls after a 10 minute wait and then make no effort to communicate with the customer." - Alex Volinsky
7
"passport"
3 negative reviews mention this · 19% of all complaints
★★★★★ "Only seems to work with ID card, not passport. Usability is questionable. It does not seem to work with a passport, but does not tell you that. Also voiceover and instructions on the screen differ/are not synched. Quite confusing." - iphone-user-574
8
"video"
3 negative reviews mention this · 19% of all complaints
★★★★★ "Langsame Verbindung, kompliziert, nicht geeignet für iPhone 17pro. WebID forciert Kunden zum runterladen einer langsamen App. Es ist unmöglich die Legitimation per Browser abzuschließen. Die App / Backend hat nicht ausreichende Bandbreite um die Live Videoverbindung aufrechtzuerhalten. Nach 3 Anrufen fra…" - Unhappy_customer99
9
"times"
3 negative reviews mention this · 19% of all complaints
★★★★★ "Very poor process. This was an extremely difficult process. The training video did not describe the process at all, it only said that I would have to show my passport. It did not say that I would have to wave it around and bend it left and right and back an…" - Tshshejdndje
10
"call"
3 negative reviews mention this · 19% of all complaints
★★★★★ "Operators drop calls. Operators in Germany are as**oles. They drop calls after a 10 minute wait and then make no effort to communicate with the customer." - Alex Volinsky
📋 All 16 negative reviews
Every 1-2★ review we fetched. Use the copy button to grab them all for your own analysis (paste into ChatGPT/Claude with a prompt like "summarize core user problems, group by theme, ignore bugs, focus on missing features").
Not good UX
Customer service is bad. The app crashes.
Langsame Verbindung, kompliziert, nicht geeignet für iPhone 17pro
WebID forciert Kunden zum runterladen einer langsamen App.
Es ist unmöglich die Legitimation per Browser abzuschließen.
Die App / Backend hat nicht ausreichende Bandbreite um die Live Videoverbindung aufrechtzuerhalten.
Nach 3 Anrufen fragen die Mitarbeiter der Firma immer noch, ob ich am WLAN oder Handynetzt bin. Beide Verbindungsarten sind zu langsam aus ihrer Sicht (obwohl 5G oder wifi über 1 Gbit Kabelinternet genutzt werden).
Mitarbeiter der Firma beklagen sich über die geringe Auflösung der Kamera (obwohl es ein iPhone 17 Pro ist).
Sie sprechen uneindeutig, mit starkem Akzent, zu nah ans Mikrofon. Das ganze saturiert das Mikrofon. Man versteht null, ich musste mehrmals fragen was gemeint war.
Das ganze dauert viel zu lang und ist super frustrierend.
0/5
Es ist unmöglich die Legitimation per Browser abzuschließen.
Die App / Backend hat nicht ausreichende Bandbreite um die Live Videoverbindung aufrechtzuerhalten.
Nach 3 Anrufen fragen die Mitarbeiter der Firma immer noch, ob ich am WLAN oder Handynetzt bin. Beide Verbindungsarten sind zu langsam aus ihrer Sicht (obwohl 5G oder wifi über 1 Gbit Kabelinternet genutzt werden).
Mitarbeiter der Firma beklagen sich über die geringe Auflösung der Kamera (obwohl es ein iPhone 17 Pro ist).
Sie sprechen uneindeutig, mit starkem Akzent, zu nah ans Mikrofon. Das ganze saturiert das Mikrofon. Man versteht null, ich musste mehrmals fragen was gemeint war.
Das ganze dauert viel zu lang und ist super frustrierend.
0/5
Unfriendly
Unfriendly employees that are hard to understand.
Operators drop calls
Operators in Germany are as**oles. They drop calls after a 10 minute wait and then make no effort to communicate with the customer.
Very Disappointed !!!
After waiting couple of hours
Bad user interface, bad representative
We had a very different experience; first we tried out the web browser, which was a disaster.
Then downloaded the app and specifically requested someone who would be able to go through the verification process in English.
Unfortunately, the representative was unable to hold an effective conversation in English; also, he was rude and directly attacked and humiliated my 17 yo in the process (we were trying to convert a u18 bank account to a regular Girokonto).
And yes, I speak both languages fluently (English and German that is ;o)
Then downloaded the app and specifically requested someone who would be able to go through the verification process in English.
Unfortunately, the representative was unable to hold an effective conversation in English; also, he was rude and directly attacked and humiliated my 17 yo in the process (we were trying to convert a u18 bank account to a regular Girokonto).
And yes, I speak both languages fluently (English and German that is ;o)
Only seems to work with ID card, not passport
Usability is questionable.
It does not seem to work with a passport, but does not tell you that.
Also voiceover and instructions on the screen differ/are not synched. Quite confusing.
It does not seem to work with a passport, but does not tell you that.
Also voiceover and instructions on the screen differ/are not synched. Quite confusing.
Very poor process
This was an extremely difficult process. The training video did not describe the process at all, it only said that I would have to show my passport. It did not say that I would have to wave it around and bend it left and right and back and forth. I was also asked the same questions several times.
Not for foreigners
I couldn’t even get past the ID verification stage. The app refused to accept my German issued residency permit and kept asking me to use my German issued ID card. Waste of time.
Miserabler Kundenservice, lange Wartezeiten
Die Idee hinter solchen Identifikationsprozessen ist ja nicht schlecht, an der Umsetzung hapert es jedoch sehr.
Die WEBID hat sehr lange Wartezeiten, nach ca. 10 Minuten wird man gefragt, ob man evtl. einen Termin buchen möchte, dieser liegt dann teilweise 7-10 Tage in der Zukunft.
Wenn man dann mit einem Mitarbeiter verbunden ist, kommt teilweise
Doch die Inkompetenz dieser zum Tragen.
Man wird unfreundlich behandelt, die Mitarbeiter haben keine Lust, den Prozess durchzuführen, es dauert bisweilen lange, bis Bilder angefertigt werden usw.
Es ist schade, dass man auf solche Dienstleister angewiesen ist, wenn man z.B. ein Bankkonto online eröffnen möchte.
Das geht auf jeden Fall deutlich besser! Aber Deutschland hängt technisch ja doch “etwas” hinterher.
Die WEBID hat sehr lange Wartezeiten, nach ca. 10 Minuten wird man gefragt, ob man evtl. einen Termin buchen möchte, dieser liegt dann teilweise 7-10 Tage in der Zukunft.
Wenn man dann mit einem Mitarbeiter verbunden ist, kommt teilweise
Doch die Inkompetenz dieser zum Tragen.
Man wird unfreundlich behandelt, die Mitarbeiter haben keine Lust, den Prozess durchzuführen, es dauert bisweilen lange, bis Bilder angefertigt werden usw.
Es ist schade, dass man auf solche Dienstleister angewiesen ist, wenn man z.B. ein Bankkonto online eröffnen möchte.
Das geht auf jeden Fall deutlich besser! Aber Deutschland hängt technisch ja doch “etwas” hinterher.
Poor service compared to the others
Very long wait times, connection very unstable and if get disconnected have to start all over again.
Annoying
They take forever to answer the call. The process using the camera is annoying. The agent is a bit annoying.
Alan Tooket
This is the worst worst verification system I have come across. I have wasted a day of my life in going through the most painful exercise imaginable.
Colombian passport isn’t accepted
First time I had problems while identifying myself with my passport via video. I did activate my bank account with another service but now I can’t activate a SIM card.
Worst system I have seen
The system is awful. I had to call several times because the connection was very bad and they could not hear me. Then I was connected to people that only spoke German. Then the person on the phone could not certify the validity of my document because he was not able to see a hologram. Terrible app, terrible identity verification system and terrible service overall.
This service wasted my time
I waited 3 days after I purchased my SIM card to be able to finally register my information. After that, I proceeded to try and video call, which was not open. I made an appointment to try again at 8 am the following day, yet when video called, nobody was there to answer. I spent 15 euros to try and get some cell service in Europe, but this company ripped me off.
Sentiment summary
84%
Positive (4-5★)
4%
Neutral (3★)
12%
Negative (1-2★)