SUPPORT

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SeeZam® cannot reset your password. You and your assistance contact must be involved. It is a very secure protocol involving human action. If you prefer to have a proven robot solution and receive a Challenge 1 via SMS, you will need to select a trusted virtual third party (an independent server, running on the infrastructure of a third-party client company). In this video, you will learn how to add a trusted virtual third party:



. Upon request of Support, you may download this application for remote control: Windows / MAC.

No, it is not too bad! Because the human mind is not infallible, a secure option has been set up for you. Your Human Resources department or possibly the SeeZam support service can assist you with a password reset, if necessary, without losing the encrypted information and without revealing your new password. Note that we are talking about assistance, not about the ability to do so without your consent or intervention. Contact our support service via the “Contact” page on the SeeZam web site.

There are four possible reasons:

• our message has been sent to your spam folder.
  
  Solution: check your spam folder (unwanted mail, junk mail …) to see if our message is there. Add our domain (seezam.com) to the list of trusted senders (white list, …).
• Email servers on the internet may be congested for reasons beyond SeeZam’s control.
  
  Solution: wait for a few more minutes; contact us, if the message does not arrive.
• You entered a wrong email address in your profile.
  
  Solution: contact us through the “Contact” form on our web site.
• Your email sever has a ‘challenge/response’ system: your message has been sent by a server and not by a human. It cannot respond to a question.
  
  Solution: check the ‘message waiting’ folder to see if our message is there. Add our domain (seezam.com) to the list of trusted senders (white list, …)

The answer is ‘YES’. SeeZam does not offer LuxTrust solutions. If you have one of the three solutions, you can immediately connect with the same product as the one of your Luxembourg bank. If you do not yet have a LuxTrust certificate, please note that anyone who wishes to purchase a LuxTrust Smartcard, Signing Stick or Server Signing Certificate must be identified face-to-face by a registration officer or LuxTrust identifying agent. These 'Registration authorities' may be found on the site: https://www.luxtrust.lu.

Unfortunately, SeeZam cannot play this role; a LuxTrust product is equivalent to an identity document, which must be issued to you by the registration authority of your choice. Most Luxembourg banks still offer tokens free of charge, and they can be obtained very fast.

You cannot read/download a PDF file from your safe? You are probably an Internet Explorer user and your link to Adobe PDF Reader is not working properly. Here’s a simple step to resolve this problem that is not linked to SeeZam:

1. Open Adobe PDF Reader and go to the “Preferences” section of the software.
2. Select the category Internet (1) and disable “Display PDF in Browser” (2)
3. After a successful testing, you may enable this option again.

Consult this pdf