Help with your Bürgerportal.
We help with questions about your Bürgerportal account and technical problems in the app or browser. Tell us what you want to do and where you get stuck.
Personal support from the TEC2DATE team.
Help with common problems.
View accessibility features and help
I find a section difficult to read or use. What can help?
Our help page explains how to enlarge content, adjust the app’s display and use a keyboard or screen reader. If you encounter a barrier, describe the affected screen, your device and any assistive technology you use.
I have forgotten my password. What can I do?
If you sign in with a password, use the password reset option on the sign-in page. Use the email address for your Bürgerportal account and follow the instructions in the email. If you use a passkey, you do not need a password for that sign-in method.
My data is not loading. What can help?
Bürgerportal needs an internet connection. Open another website to check whether your connection works. If necessary, switch between Wi-Fi and mobile data. Then reload the affected screen. If it stays blank or shows an error message, tell us which screen is affected and whether you are using the app or your browser.
The confirmation email has not arrived. What can I do?
Check your spam folder too and make sure you entered the email address for your Bürgerportal account correctly. Delivery can take a moment. If no email arrives, contact our support team.
Signing in with my passkey or second factor is not working. What now?
Use another sign-in method you have already set up for your Bürgerportal account. If you do not have a working method available, contact our support team. Describe which sign-in method you use and what message appears. We do not need passwords or sign-in codes.
I cannot see my organisation’s services. Why?
Search for organisations in your area in your Bürgerportal account and request access to the organisation you need. It must approve the connection before you can use its services. Contact the organisation with questions about this approval. If an approved connection is not shown, contact our support team.
Where can I see whether my documents were transferred?
Under “Gesendet” (Sent), you will find your submitted documents and their transfer status. A successful transfer confirms that they were sent. Your organisation decides how your documents are processed. If a transfer error appears, check your internet connection. If the error persists, tell us the message shown.
I am not receiving push notifications or appointment reminders. What can help?
Check that you have enabled notifications in the app and that your smartphone allows notifications from the Bürgerportal app. A do-not-disturb or focus mode may silence them. You can still view your mail and appointments in the app without push notifications.
Where can I delete my Bürgerportal account?
You can delete your Bürgerportal account in account management. First save the documents and information you will still need. Ending only the connection to an organisation does not delete your Bürgerportal account.
I cannot find my organisation. What can I do?
If you cannot find your organisation in Bürgerportal, you can recommend it to us. Our team reviews your recommendation and contacts the organisation directly. The organisation decides whether and when to offer its own portal.
I have a new smartphone. How do I sign in?
Sign in using a method you have already set up for your Bürgerportal account. If you cannot use your previous sign-in method on your new smartphone, use another method you have already set up. If none is available, our support team can help. Do not share passwords or sign-in codes with us.
Why is a feature missing for my organisation?
Your organisation decides which sections and processes it offers in Bürgerportal. This means that not every organisation has the same features. Ask your organisation whether it offers the feature you need. If a previously available feature stops working, contact our support team.
Send us your message.
Briefly describe what you need help with. We will reply by email. Required fields are marked with an asterisk.
What happens to your details
Your name, email address and message are sent to TEC2DATE GmbH so that we can handle your enquiry and reply to you. All three details are required.
Only send the information we need for your support enquiry here. Personal supporting documents and confidential documents for your organisation belong in its portal.
Still stuck?
Send us an email or give us a call. We help with signing in and technical questions about the app or portal.