Below you will find an overview of the most frequently asked questions (and our answer to those questions), subdivided into 3 sections:
Feel free to email us any questions you cannot find the answer to below via this link.
Conceptual questions:
TrustO offers “Trusted Third-Party Services” via an intrinsic partnership with ministerial public officials (judicial officers and notaries). For further information about these services, click here.
Certifying (the use of) electronic documents in general, and the electronic traffic of documents and data in particular, including their storage, under the supervision of and confirmed by a public official on the basis of the IATIS (Identification-Authentication-Timestamping-Integrity-Storage) principle.
The "document flow" referred to means the end-to-end process, i.e. from paper and digital to digital, on the one hand, and from digital to paper, on the other hand.
The public officials involved assume the role of Trusted Third-Party Officer (TTPO). Read more
This unique concept is a veritable asset to businesses, organisations, the government and citizens alike, irrespective of the level and size of their administration. Read more
In Belgium: every judicial officer, notary and public servant working for the Federal Public Service ICT (Fedict) who applies the IATIS principle can be affiliated to the TrustO platform.
You can work with a judicial officer or notary of your choice (on condition that he or she applies the IATIS principle and joins the TrustO platform).
Technical questions:
The TrustO application uses web browsers. To do so, we aligned ourselves with the web browsers the government uses. These are:
We would advise you to always use the most recent or penultimate version as the older versions do not have the latest technological capabilities.
To check which version you are currently using, proceed as follows:
Alternatively, you can get your browser to update automatically.
You can identify yourself on the TrustO platform via:
If you wish to use eID you will need:
You will need to ‘authenticate’ yourself only once.
You can do so with your:
If you wish to change your earlier permission for e.g. the eBox, you can do so via the following link.
To do so, you will need your eID and your card reader.
Using the iDbox via TrustO
Your own secure digital residence, where everyone can send all documents. At any time of the day or week. Because you want it that way. This includes the documents from the government, as we have integrated your government “my e-box”. The digital replacement for the classic physical letterbox at your front door. We like to call it your personal “IDbox”.
If you change your home address, you must always report your change of address to the municipality and then notify everyone. From now on this is not necessary and no need to do this ever again. Even if you move abroad.
With your unique and secure digital residence, you only have to do this once in your life. Share your IDbox address once with anyone you think should be able to reach you, so that they can send you their documents, invoices, contracts, etc… easily, cheaply and digitally.
You can only use and open your IDbox by using your eID pin code or via Itsme so that you can identify / authenticate yourself. Only you can enter it. Safety before everything...
Your IDbox is always available (24h / 24 and 7d / 7) and can be reached from anywhere, both for the senders and for yourself. Everything that comes into it is stored historically. It is no longer possible to discuss whether, when, from whom and what you have received. All received messages remain accessible in your receipt archive, with a legally opposable proof value, in case you need it.
But your IDbox also has a protected archive function, with which you can easily classify and retrieve everything at your discretion (personal identity-health-marriage documents, contracts, accounts, intellectual property certificates, etc.).
In addition, your IDbox subscription also allows you to send documents to others from your usual email address, whether registered or not. Each time with an authentic and legally opposable proof of sending and receipt.
Your IDbox subscription even has a component with which you can immediately call for help if you have temporary and even structural payment problems. This allows you to avoid reminders and costs. And you can be relieved of these problems.
Your basic IDbox subscription is also cheap because it only costs…. 2 EUR / m (= 24 EUR / year)
Using the eBox via TrustO
You can consult your eBox via www.trusto.be or via any other recognised provider offering this consultation opportunity or via the government’s eBox at www.myebox.be.
The same links to all your documents can also be consulted via these channels.
You can manage your eBox settings and permissions, or withdraw your permissions, via this link. If you are using your eBox via TrustO, you can change your settings and permissions via “change eBox profile” (in the left upper corner).
TrustO gives you an overview of any messages Document Senders (= authors of documents) have sent you. Document Senders are fully responsible for the content of the eBox messages they publish.
As eBox ambassador, TrustO undertakes to continuously stimulate/encourage document senders (DSs) and eBox addressees (citizens and businesses) to promote the use of the eBox.
Access to your highly secure eBox is strictly controlled. Any time you wish to consult your documents, you will be subjected to a number of identity checks (= strong authentication) via eID or itsme. TrustO does not store your government documents unless you decide to store them in your TrustO archive. Whenever you use your TrustO account, the session will automatically expire after 20 minutes’ inactivity.
TrustO is a highly secure environment that is fully supervised and confirmed by a judicial officer (= TTP Officer). It offers you the following guarantees:
TrustO respects the privacy of the users of its website in accordance with Regulation (EU) No 2016/679 (GDPR), the Act of 30/07/2018 and related legislation.
In the event of doubt or if you were to notice any irregularities, please contact our Data Protection Officer (DPO) without delay at the following email address: DPO@TrustO.eu and we will promptly get back to/advise you!
TrustO offers a range of services: Solutions
Unlike non registered users, we use Credits (CTS) as a payment method for our paying solutions for our members. As a member you also enjoy more options for use and important graduated discounts.
You can find out how much CTS a DAZ or a DAZ + costs at: https://www.trusto.eu/nl/pricing-excl-btw
Purchased CTS have no expiration date.
Comments or complaints about AOD-TrustO:
AOD-TrustO puts great store by the quality of its services. Day in, day out the AOD-TrustO staff are at the ready to help you and they go out of their way to provide you with a flawless service. In spite of that, you may feel that a certain issue has not been resolved to your satisfaction. Please contact our help desk if you come across any errors or have any questions. If the person in question is unable or unwilling to help you, you are free to lodge a complaint. In that case, our complaints coordinator will rectify the error or offer you a solution. By submitting your complaint, you actually help AOD-TrustO to prevent similar complaints in the future and enable it to improve its modus operandi and service provision. In sum: Any complaints about our services? ... Let us know!
Any person, company or institution availing of the services of AOD-TrustO can lodge a complaint.
You can lodge a complaint about:
The following complaints will not be entertained:
You will receive an acknowledgement of receipt featuring a unique registration number. Within 30 calendar days you will receive:
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