Review Insights · App Store
POSTIDENT
Deutsche Post AG · 4,618 ratings · ★ 4.8
4.8
★★★★★
4,618 ratings
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Top complaints - extracted from 46 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
"passport"
10 negative reviews mention this · 22% of all complaints
★★★★★ "Hopefully secure as not easy or convenient. Does not accept valid USA ID card - only passport" - stefange
2
"times"
10 negative reviews mention this · 22% of all complaints
★★★★★ "Acceptable ID not Accepted. Terrible app I tried 5 times for my mom and did everything I was told to do . Email kept saying ID not accepted. Worst app . One star is too generous. Waste of my time ." - Druzela
3
"english"
9 negative reviews mention this · 20% of all complaints
★★★★★ "Very rude. The rep I talked is very rude and he said I cannot understand him and hung up on twice while he spoke broken English himself." - SLID888
4
"german"
9 negative reviews mention this · 20% of all complaints
★★★★★ "Isn’t helpful. Trying to verify my mother’s identity using the acceptable identification and it always rejects it. I’ve been unable to get any support to determine what the fix would be. The app also reads in German even though the English language is s…" - N Gershman
5
"work"
8 negative reviews mention this · 17% of all complaints
★★★★★ "I can’t open the camera,sob app 。. Every click is invalid; God, this developer is messing with us. But it works on earlier versions, prompting you to update to this garbage version." - Fassjhsbsnsbsg
6
"doesn"
8 negative reviews mention this · 17% of all complaints
★★★★★ "Doesn’t accept senior ID’s. This is the second year I tried to use the app. The instructions could be a bit more clear. For example they want to see the hologram on the card and strange lines come up on the screen. I actually did not know what it meant. Move card u…" - Malka111
7
"camera"
6 negative reviews mention this · 13% of all complaints
★★★★★ "I can’t open the camera,sob app 。. Every click is invalid; God, this developer is messing with us. But it works on earlier versions, prompting you to update to this garbage version." - Fassjhsbsnsbsg
8
"does"
6 negative reviews mention this · 13% of all complaints
★★★★★ "The app does not work at all.. The app does not work at all. Once opened, it shows no response to any touch. I have reinstalled it and tried a different phone, but nothing changed." - joyous.time
9
"iphone"
6 negative reviews mention this · 13% of all complaints
★★★★★ "number not found. ich bekam einen Brief mit Nummern. keine 12-stellige. (bekomme ich per email?). dieses app spricht von einer transaction number. -es gibt keine transaction number! der brief fragt nach einer 12-digit case ID bzw Vorgangsnummer. (bekomme ich…" - Green engine
10
"hologram"
6 negative reviews mention this · 13% of all complaints
★★★★★ "Doesn’t accept senior ID’s. This is the second year I tried to use the app. The instructions could be a bit more clear. For example they want to see the hologram on the card and strange lines come up on the screen. I actually did not know what it meant. Move card u…" - Malka111
11
"hung"
5 negative reviews mention this · 11% of all complaints
★★★★★ "Very rude. The rep I talked is very rude and he said I cannot understand him and hung up on twice while he spoke broken English himself." - SLID888
12
"card"
5 negative reviews mention this · 11% of all complaints
★★★★★ "Hopefully secure as not easy or convenient. Does not accept valid USA ID card - only passport" - stefange
📋 All 46 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").
The connection constantly drops
I’m on a strong WiFi or 5G with good reception and today the connection during the video chat keeps dropping constantly. I keep trying it again and again without success. It’s super frustrating. Please fix your connection issues.
I can’t open the camera,sob app 。
Every click is invalid; God, this developer is messing with us. But it works on earlier versions, prompting you to update to this garbage version.
The app does not work at all.
The app does not work at all. Once opened, it shows no response to any touch. I have reinstalled it and tried a different phone, but nothing changed.
Very rude
The rep I talked is very rude and he said I cannot understand him and hung up on twice while he spoke broken English himself.
Hopefully secure as not easy or convenient
Does not accept valid USA ID card - only passport
Acceptable ID not Accepted
Terrible app I tried 5 times for my mom and did everything I was told to do . Email kept saying ID not accepted. Worst app . One star is too generous. Waste of my time .
number not found
ich bekam einen Brief mit Nummern. keine 12-stellige. (bekomme ich per email?). dieses app spricht von einer transaction number. -es gibt keine transaction number! der brief fragt nach einer 12-digit case ID bzw Vorgangsnummer. (bekomme ich per email. ?) was ist mein gültiger Ausweis?? ich hab viele. (I got many) 2024: l got a letter with an QR code. not working. RiesenscheiBe. I could not even go past that. iphone6. 2025: was ist die prozess nummer?? und transaction number? wieso hat alleseinen anderen Namen?? und dann: “requires ios16” alle Bemühungen umsonst. jeder erklärt es anders. nutzlose App. oder wie bekomme ich ein neues kostenloses iphone?
Isn’t helpful
Trying to verify my mother’s identity using the acceptable identification and it always rejects it. I’ve been unable to get any support to determine what the fix would be. The app also reads in German even though the English language is set on my iPhone. Very disappointed.
Glitchy
Waited a long time, finally got through, the app had an issue then the agent hung up on me :/ I hate this app.
Post App
Ganz schlecht !!!
Does not work with a US passport.
US passports do not contain a hologram, and this app is consequently unable to validate that ID.
DE technology on action
Takes between 10 to 5 min, this is what the app states. Though takes roughly 40 to 50 min. Sort of a convenient way to spend your evening hours. And don’t put the app to background, it doesn’t recover well when resuming ;)
Disconnect frequently and ridiculous question
I just tried 20 times to authenticate a SIM card. It only established successful connection twice. At the first time the procedure is nearly finished, but cut off at the end. At the second time a man asked me rudely why I try 19 times and accused my English the hung off?
Doesn’t capture the hologram in passport
Never captures the holographic symbols on French passport. We tried it last year, and again this year for a total of 6 (six) times!!!! Finally gave up and went to a notary instead. The idea is good (if only it would work)
Was not able to satisfy the requirements of proof of life with this app.
Terribly disappointed and frustrated with our experience using this app. Tried 3 separate times (twice using an iPhone 12 Pro and once with an iPhone 15 pro) received an email notification that the hologram on the passport was not clear enough and to try again with better light conditions…so we did it again outside in the middle of the afternoon and got the same response….. NOT happy with this process.
Useless
The app did work but all submissions with a valid drivers license or a US passport failed. both with security features. Enormous waste of time. Worked last year and now terribly worthless. Tried multiple times. Finally had to give up. Whatever has been done… pls fix.
US passport for German pension
We tried 9 times and still not success !
Person is 95 years old and feeling so lost and bad with apps
The message always come up as following
The holograms and security features on your document are not recognisable well enough.
Please try again and follow the instructions in the app. In particular, please make sure that your identification document is tilted correctly and that you habe good lightning conditions.
Please advise what’s to do ???
So bad and we really upset with applications
Person is 95 years old and feeling so lost and bad with apps
The message always come up as following
The holograms and security features on your document are not recognisable well enough.
Please try again and follow the instructions in the app. In particular, please make sure that your identification document is tilted correctly and that you habe good lightning conditions.
Please advise what’s to do ???
So bad and we really upset with applications
Useless App
Does not recognize government documents. US passport not accepted. Tried 4 times and does not work. No one to speak to regarding this. Worthless endeavor.
Müll
QR Code nur auf der Webseite einlesbar , dann Switch zur App usw…
Das Beste: Daten zur Freigabe auf YouTube Ja/Nein?
Das Beste: Daten zur Freigabe auf YouTube Ja/Nein?
Totaler Mist
Nach 5 Versuchen gene ich auf.
Das ist die groesste Scheise…..
Das ist die groesste Scheise…..
German Mediocrity
The entire process felt like an egregious breach of privacy; almost as if I were being politely mugged.
Most other companies perform this process more securely by not involving humans as intermediaries.
The cherry on top is that they operate limited hours, so if you don’t have free time, too bad.
Most other companies perform this process more securely by not involving humans as intermediaries.
The cherry on top is that they operate limited hours, so if you don’t have free time, too bad.
Abysmal
Doesn’t accept IDs that it says it does. So it doesn’t do the one thing it is supposed to do. Garbage.
Unclear instructions
App talks of front of document and back of document to be copied, might work for a German ID card or US drivers license, if that should be acceptable, but what’s the „back“ of a EU passport ?
Moreover, app stalls when it gets to photo section.
Contours for face box don’t open up. No way to see camera function . 2 tries already.
Moreover, app stalls when it gets to photo section.
Contours for face box don’t open up. No way to see camera function . 2 tries already.
Doesn’t work with Safari browser
I just installed the app to provide my digital proof of life for my German Rente. After reading previous reviews I didn’t expect success, but tried it anyway. I scanned the QR code I received. The app told me that this is not supported in the app and redirected me to a web page, which then opened in the Safari browser on my iPhone. Then the page told me that my browser is not supported. Only Chrome and Firefox are supported. What the h&$%? Why provide an iPhone app if it doesn’t support the iPhone browser??? Back to snail mail. The app sounded too good to be true anyway.
No English support
Tried to verify my ID but there are no English speaking representatives.
Kept trying several times but only options were German or Polish. Neither would understand English so wasn’t able to verify my identity and eventually gave up.
Kept trying several times but only options were German or Polish. Neither would understand English so wasn’t able to verify my identity and eventually gave up.
Extremely rude
The first person I talked with was extremely rude to me. He claimed that he knew me and I was “always on there”. Would not go forward with the identification process but took photos of my identification. I believe he is an identity thief.
Keiner redet deutsch
Was für ein schlechter Service. Keiner redet Muttersprache. Man beschwert sich und es wird sofort aufgelegt. Unglaublich schlecht. Typisch post
You wait and have no clou how long.
You wait and you have no clou how long. Hung up after 30 minutes. Tried again later with the same result. Sorry, but this is not eccaptable!!!!
Need English Version
It would be great if they had an English option
Total überlastet, funktioniert nicht
Die App zeigt seit Stunden an, dass ich gleich dran bin. Habe es schon mehrmals versucht immer mit dem gleichen Ergebnis. Total überlastet schätze ich. Eine App, die nur dann funktioniert, wenn man sie nicht braucht, ist komplett überflüssig und Zeitverschwendung.
Delete it
Not working photo conformation
Wo ist das Menü für die Foto Identifikation...
... die im letzten Bild im App Store gezeigt wird.?!
Eine andere Möglichkeit als die angepriesene Möglichkeit werde ich nach den Erfahrungen die ich nachfolgend schildere nicht nutzen.
Die Mitarbeiter bei dem Identverfahren sprechen deutsch aber mit schwer verständlichen Akzent. Bei Nachfrage was sie sagen wird der Chat ohne weitere Erklärung abgebrochen. Ein erneutes Aufrufen des Chats wird anschließend mit dem Kommentar abgebrochen, Sie waren doch gerade bei mir, ich kann Ihnen nicht helfen.
Wenn man Glück hat und an einem anderen Mitarbeiter gerät, sind die nicht in der Lage einige Sekunden zu warten bis der Ausweis vernünftig im Licht scheint so dass die Aufnahme dann scharf genug ist, stattdessen wird der Chat abgebrochen mit der Begründung die Qualität der Kamera ist zu schlecht.
Was ist das für eine Art und Weise wie mit Kunden umgegangen wird.
Ich werde das nicht auch noch unterstützen, das Dokument auf meine Kosten auszudrucken und in die 20km entfernte postagentur fahren.
Eine andere Möglichkeit als die angepriesene Möglichkeit werde ich nach den Erfahrungen die ich nachfolgend schildere nicht nutzen.
Die Mitarbeiter bei dem Identverfahren sprechen deutsch aber mit schwer verständlichen Akzent. Bei Nachfrage was sie sagen wird der Chat ohne weitere Erklärung abgebrochen. Ein erneutes Aufrufen des Chats wird anschließend mit dem Kommentar abgebrochen, Sie waren doch gerade bei mir, ich kann Ihnen nicht helfen.
Wenn man Glück hat und an einem anderen Mitarbeiter gerät, sind die nicht in der Lage einige Sekunden zu warten bis der Ausweis vernünftig im Licht scheint so dass die Aufnahme dann scharf genug ist, stattdessen wird der Chat abgebrochen mit der Begründung die Qualität der Kamera ist zu schlecht.
Was ist das für eine Art und Weise wie mit Kunden umgegangen wird.
Ich werde das nicht auch noch unterstützen, das Dokument auf meine Kosten auszudrucken und in die 20km entfernte postagentur fahren.
Deleted
Does it get any more complicated?
App keeps crashing, deleted after several tries
App keeps crashing, deleted after several tries
AWFUL
awful, wish I would have never downloaded this cancerous app
Totally unreliable
Completed the video identification process, but they never transmitted the info to the phone provider who needed my identity. Utterly useless.
Horrible Customer Service
Got on this app, woman says “I don’t speak English very well.” Then hangs up on me. I finally get through again, she looks at me, hangs up again. Call again, get a guy that says we will run out of time because you are on a android phone. Call disconnects. Called again from an iPhone. Got a woman that spent most of the call blowing kisses and winking at whoever was behind the camera. I kept asking questions and getting ignored, then the call ended. This is only a few of the people I dealt with today. Just because people want a job, doesn’t mean every job is right for them. Get it together really.
Awful
Terrible. The app continually tells me that I have to wait for only a minute, but I have been waiting by my phone for nearly an HOUR. At least they should give me a wait time that was accurate within 15 minutes. I don’t think that’s an unreasonable request.
Worst ID experience ever
From all the ID experiences I had before through smartphone apps this one was by far the worst. Very rude person keeps telling me over and over again to hold my ID into the camera the front side, the backside, the front side, the backside, the front side, in front of my face, clean dust from the card, go away from the window, go into the kitchen under the exhaust hood. I have a new German ID, so there were really good to read and using a new iPhone camera. And after going through all this stuff taking all the data and photo, she asked me about my age. What if you are so nervous that you get it wrong? Will the whole process be canceled? Ridiculous.
One star for the rudest woman I've ever encountered, and a buggy problematic app
So I try to authenticate online, the connection isn't so great and the woman hangs up on me so I switch to the app. The app cuts out halfway through, so I switch back to the web identification and get the same woman as before. She gets incredibly angry and frustrated without even explaining what's wrong, accuses me of not speaking English and says incredibly racist things like "Do I look like I'm speaking Chinese?" (mind you, she KNOWS that I'm a US citizen) before rudely snapping that my camera isn't good enough for her to take pictures (something that wasn't explained before she hung up on me last time). Then she hangs up on me again. A woman like that doesn't deserve a position talking to people for a living.
This app is a crap!
This app is awful. It gives information only in German, keep increasing the waiting time and no one ever answer the call. Worst customer experience ever.
Doesn’t accept senior ID’s
This is the second year I tried to use the app. The instructions could be a bit more clear. For example they want to see the hologram on the card and strange lines come up on the screen. I actually did not know what it meant. Move card up ? Down ? Plus the app is in German and didn’t allow me to easily pick a different language (English ). After I used the app it said it did NOT accept my mother’s California issued ID card which she got from The DMV and it has a hologram. I tried two times and it told me the ID was not approved. I do not know why a state approved card is not acceptable. I just looked up my review from last year and the same problem exists. Her ID card issued by California has a hologram. Your system says accepts state issued ID cards so why are you not accepting ID cards issued by California Department of Motor Vehicles? We use these to fly! FIX your app. There are 40 million people who live in California.
Doesn’t recognize US passport hologram easily
I tried using this app yesterday with my 88 year old mother and received an email back a few hours later indicating it could not recognize the hologram.
Last year I used it and it worked great, this year seems not as good or more sensitive.
I understand the need for high security, but I would suggest the following:
1) Immediate feedback if hologram quality isn’t good enough. That way we can immediately retake the picture/video. If this part doesn’t require a human to check it should be possible.
2) If the proof-of-life (ie selfie with head movement) is ok, allow for only the document/hologram part to be resubmitted rather than go through the whole procedure again.
These 2 points are because a lot of elderly persons need assistance when using the app so immediate feedback or just redoing a part of the procedure would help make it easier.
We will be completing now via snail mail.
Last year I used it and it worked great, this year seems not as good or more sensitive.
I understand the need for high security, but I would suggest the following:
1) Immediate feedback if hologram quality isn’t good enough. That way we can immediately retake the picture/video. If this part doesn’t require a human to check it should be possible.
2) If the proof-of-life (ie selfie with head movement) is ok, allow for only the document/hologram part to be resubmitted rather than go through the whole procedure again.
These 2 points are because a lot of elderly persons need assistance when using the app so immediate feedback or just redoing a part of the procedure would help make it easier.
We will be completing now via snail mail.
Too sensitive to accept US passport hologram
Awful! Having tried several times to use my smartphone camera to video my US passport hologram, I gave up and used snail mail.
Update
The development team is working on the problem. Let’s hope they are successful or use a different method of verification. 🤞
Update
The development team is working on the problem. Let’s hope they are successful or use a different method of verification. 🤞
Digitaler Lebensnachweis
Ich versuchte meinen Lebensnachweis auszufüllen, aber nachdem ich meine Transaktionsnummer eingab, bekam ich eine Nachricht, dass sie nicht korrekt ist. I habe es dann nochmal versucht vom Anfang an, dann kam die Nachricht, dass meine Nummer nicht mehr gültig ist.
Was kann ich dann tun?
Was kann ich dann tun?
Awful experience
They keep telling me that I’m able to choose English however I CANT
There is only Deutsch and POLSKI
No English option after all!!
There is only Deutsch and POLSKI
No English option after all!!
Did not work
Working on iPad. Tried scanning QR code supplied byPost Office. Redirected to use browser. System did not recognize Safari browser and suggested Android browsers?
Sentiment summary
96%
Positive (4-5★)
2%
Neutral (3★)
2%
Negative (1-2★)