# 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. [Message support](https://www.buergerportal.de/en/support#kontaktformular) [Email and phone](https://www.buergerportal.de/en/support#direktkontakt) Personal support from the TEC2DATE team. ![A support worker wearing a headset sits at a laptop. A small paper town is visible through a window. Conceptual paper scene, not a depiction of a real employee. AI-generated illustration.](https://www.buergerportal.de/_astro/b18-support-persoenlich.CvOyte_Q_1bOrSG.webp) ## Help with common problems. [View accessibility features and help](https://www.buergerportal.de/en/accessibility-support) 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. [Accessibility features and help](https://www.buergerportal.de/en/accessibility-support) 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. [Go to sign-in (German)](https://app.buergerportal.de/open/anmelden) 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. [Report a loading problem](https://www.buergerportal.de/en/support#kontaktformular) 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. [Write to support](https://www.buergerportal.de/en/support#kontaktformular) 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. [Get help signing in](https://www.buergerportal.de/en/support#kontaktformular) 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. [More about connecting to organisations’ portals](https://www.buergerportal.de/en/your-account) 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. [Report a transfer problem](https://www.buergerportal.de/en/support#kontaktformular) 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. [More about the BUERGERPORTAL.DE app](https://www.buergerportal.de/en/app) 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. [Account deletion instructions](https://www.buergerportal.de/en/delete-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. [Recommend an organisation](https://www.buergerportal.de/en/recommend-an-organisation) 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. [Get help signing in](https://www.buergerportal.de/en/support#kontaktformular) 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. [Explore what you can do with Bürgerportal](https://www.buergerportal.de/en/what-you-can-do) ## Send us your message. Briefly describe what you need help with. We will reply by email. Required fields are marked with an asterisk. Your name Your email address What do you need help with? What do you want to do, and what happens instead? Please also tell us your device’s manufacturer, type and model. Are you using the Bürgerportal app or a browser (such as Edge, Chrome, Firefox or Safari)? Any error message shown will help us. Please do not send passwords, sign-in codes or confidential documents. Spam protection A quick check protects this form. No picture puzzles. Preparing the security check… With ALTCHA · No cookies · On our servers The security check requires JavaScript. Alternatively, contact us by email: [kontakt@buergerportal.de](mailto:kontakt@buergerportal.de). By submitting, you send us your details so we can handle your enquiry. [Read the information about your enquiry](https://www.buergerportal.de/en/support#datenschutzhinweise) Send message ## Email and phone [support@buergerportal.de](mailto:support@buergerportal.de) [+49 69 99 99 279 0](tel:+496999992790) ## A question about your request? Your organisation can help with questions about your applications, documents, appointments or replies you have received. Contact it directly through its portal or the contact methods you already know. ## Answers about your Bürgerportal account and the app These pages answer many questions about registration, signing in and using the portal. [Help with your Bürgerportal account](https://www.buergerportal.de/en/your-account) [Information about the app](https://www.buergerportal.de/en/app) [General questions and feedback](https://www.buergerportal.de/en/contact) ## 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. [Read the website’s privacy notice](https://www.buergerportal.de/en/privacy) [Provider and contact details in the legal notice](https://www.buergerportal.de/en/legal-notice) ### Your enquiry at a glance - Your name, email address and message are required. - The TEC2DATE team handles your enquiry. - You receive our reply by email. ## Still stuck? Send us an email or give us a call. We help with signing in and technical questions about the app or portal. [Call us: +49 69 99 99 279 0](tel:+496999992790) [Send an email](mailto:support@buergerportal.de) ### What helps us investigate a problem - What you want to do - What happens instead - Which device you use (manufacturer, type and model) - Are you using the Bürgerportal app or a browser (such as Edge, Chrome, Firefox or Safari)? [Canonical HTML page](https://www.buergerportal.de/en/support)