Some verification methods temporarily redirect you to an external app or website — for example, your bank’s environment (with iDIN or iDEAL ) or a verification provider like itsme — to complete the verification. After completing the process, your device should automatically return you to the Signhost signing environment.
If this redirect is not successful and you see an error message "Sorry, unable to resume your session. We were unable to locate a matching signing session for your current request", it may be caused by one of the following issues:
Smartphone or tablet
The process is performed in a browser that is not set as the default browser on your device. Check your device settings to see which browser is set as default.
The verification is started from an in-app browser, for example when opening the link from the Gmail app or another email app. In that case, copy the link from the email and paste it into your default browser (such as Safari or Chrome).
PC or laptop
Some security programs, such as Kaspersky, open payment or verification pages in a separate secure browser. This can prevent the redirect back to Signhost from working correctly.
Temporarily disable this feature or complete the signing process on another device.
Unable to complete the signing process?
Try repeating the verification on another device or browser.
If the problem persists, please contact the organization that sent you the signing request.
If you can't continue to sign after the iDEAL payment or iDIN verification, this is because we have lost the 'connection' between the banking environment and viewing the document due to a setting on your device or PC. Without this connection we cannot legally validly sign (or have a digital signature signed).
Causes:
The process is done on a smartphone with another browser than the standard browser, such as Safari. View the settings on your device to find the standard browser.
The process is started in an in-app browser. This happens e.g. with links opened from the Gmail app. If this is the case, copy the link from the email and paste it directly into your standard browser.
We advise people to complete the process on the PC.
Doesn't it work on the PC?
The cause may be that the PC is protected by a virus scanner that controls all banking in a separate secure browser. Virus scanner Kaspersky does this, for example. We advise you to turn off the separate banking environment of the virus scanner.
If you can't successfully complete the signing process try it on another device or contact the organisation that sent you the signing request.