You don't have to use the app if you don't want to. You can also send us the completed Life Certificate form. The form is in the same letter or email where the QR code was provided.

You can ask someone in your family or a friend who has a smartphone for help. If no one is available, you can fill out the form we sent you, which you’ll find in the same letter or email where the QR code was provided.

The app works on most iPhone and Android smartphones. Do you encounter issues while downloading the app or scanning the QR code? Then you could also use someone else's phone. The app is only used to submit the Life Certificate. The data is not stored on the phone. Feel free to delete the app after using it.

Your document may not have the required NFC chip, which means the app can't read the information and you won't be able to use the app. In that case, please use the form we sent you instead. All Dutch passports issued from 2014 onwards come with a standard NFC chip. You can recognise this by the symbol.

You can find this symbol located on the front of your passport or ID card.

Our external partner developed the app. After you scan the QR code, the Shell logo will appear.

Yes, you need to submit the Life Certificate separately to each authority. Please only use the ReadID Ready app and the QR code you received from us to send the Life Certificate to Shell Pension. If you opt for the form instead of the app, please know that the form can’t be used for other authorities other than Shell Pension. 

The ReadID Ready app reads the information on your passport or ID card via the NFC chip situated on the front of your identity document. This chip contains your personal data and passport photo, which can also be found in the physical document. In addition, the chip holds extra details, such as the document's digital security and authenticity. To access this information, you first need to scan the Machine Readable Zone of your document. The Machine Readable Zone is a code added at the bottom of the personal data page of an identity document. It usually consists of 1-3 lines of letters and digits containing the document holder's personal information. On the identity card, this zone is typically located on the back. Scan this information using your smartphone's camera.

A QR code is a kind of barcode you scan with your smartphone. This will immediately open the app. Launch the app and follow the instructions.

You can print the e-mail and then scan the code with your smartphone. You can also open the e-mail on your tablet, PC or another smartphone and use the app on your smartphone to scan the QR code on the screen.

Scanning the QR code with the app is generally a smooth process. But if you're experiencing issues, you can try the following:

●  Move your phone closer or further away from the QR code. The QR code fits in the square on your smartphone screen.
●  Turn or move your phone to avoid reflecting light.
●  Is the QR code printed on paper? Then maybe your surroundings are too dark. In that case, turn on your smartphone’s flashlight or move to a brighter area and try again.

You'll see an ‘expired’ message appear if you:

●  Have already submitted data in the app, or
●  Have scanned the QR code more than three times, or 
●  Received the QR code over 50 days ago.
     In that case, you can request a new QR code from us: Contact.

 

The ‘in use’ error message appears when you:

●  Close the app before you're finished.
     Please wait 30 minutes and scan the QR code again.

Your passport or ID card may not have an NFC chip. If that's the case, the app will be unable to read your ID information and will not work. Please use the form we sent you instead.

No, the ReadID Ready app requires a scan of a Dutch driving license. Because you live abroad, there is a good chance that you do not have a Dutch driver's license. We therefore ask you to use a passport or ID card.

By scanning your face, we can be sure it's you by comparing your facial scan with the photo on your passport or ID card.

No, completing the digital process is all you must do. Your Life Certificate has been submitted successfully. We'll only contact you if we have any additional questions. We might also contact you by phone or e-mail to ask you about your experience.

No, it is not. Once you close the app, the data is deleted from your smartphone.

The ReadID Ready app looks at the personal data on your ID card's NFC chip to verify that your passport or ID card is authentic. We use this data to recognise you and determine that you are still alive.

The data we use includes:

● Your first and last name, date of birth, gender, nationality, and passport photograph.
● The document number, country of issue and expiry date of your passport or ID card.

The personal data is processed within 50 days. Your personal information is stored until the process is completed. Upon completion, all the data will be deleted.

Shell Pension only retains the data requested in the form. We will also store technical details, such as when you submitted your Life Certificate.

Your usage data is collected to help improve the software. This usage information doesn't contain personal data and cannot be directly or indirectly linked to a specific individual. It is solely used to enhance the quality of the software.

It concerns the following usage information:

● Details about your smartphone, such as the type of Android/iOS smartphone and the amount of memory. We do not collect data that is unique to a particular smartphone.
● The type of identity document that was scanned and read, whether the chip was scanned and read successfully, and which certificate was used to sign the identity proof on the chip.
● Information about the ease of use. Such as how much time each step took, how often the app was used and whether all the steps were completed properly.

No. Your personal data is not stored on the smartphone. As soon as you close the app, all personal data is deleted.

Your personal data is processed and secured with the utmost care. In all cases, Shell Pension complies with the General Data Protection Regulation. You can read more information on this in our privacy statement.