Frequently asked questions

Biometric signatures are completely secure and legally valid. The data is collected and stored in compliance with international ISO standards (ISO/IEC 19794-7:2021), ensuring the highest level of personal data protection. These signatures are recognized in many countries, including throughout the European Union.

The uniqueness of a biometric signature lies in capturing individual writing movements that cannot be forged. If there is a risk of forgery or dispute, a forensic examination center can conduct a graphometric analysis to verify the signature’s authenticity.

Elpako stands out as a qualified trust service provider listed under the eIDAS regulation in the European Union. Each biometric signature receives eIDAS-qualified timestamp and seal, which significantly strengthens the legal validity and reliability of the signature, ensuring the highest level of security.

Learn more about Elpako’s reliability

A biometric signature is a handwritten signature on a device screen that captures unique signing data, such as pressure and speed. In contrast, an electronic signature is a digital signature created using encryption and linked to a certificate.

A biometric signature visually resembles a handwritten signature but in digital form, whereas an electronic signature is typically invisible and verified through a system.

Electronic signatures are ideal for remote signing, while biometric signatures are used in physical environments, such as customer service locations.

Biometric signatures include a variety of methods to verify person’s identity using unique physical or behavioural traits such as fingerprints, facial recognition, voice recognition and graphometric analysis of writing movements.

Graphometric signature is a specific technology that captures dynamic data from handwritten signatures, such as pen tilt angles, pressure and accelerations.

Although it may not be technically accurate to apply the term “biometric signature” to a graphometric signature, Elpako uses the term because of its easy recognition and clarity.

It is important to note that Elpako’s biometric signature is, in fact, a writing motion analysis that captures graphometric data. This allows a more effective delivery of this technology to the users and to ensure its clarity.

Template creation is a useful feature enabling you to quickly and easily prepare documents that can be filled in by customers when they come for a live service. Document templates can completely replace all paper documents.

Templates ensure:

• Time-saving: once created, a template can be used many times.
• Consistency: all documents have the same format and structure.
• Flexibility: the fillable fields can be easily moved around and customised, as needed.

Templates are created using a drag-and-drop feature and include:

• Text
• Numbers
• Email address
• Date
• Selecting from a dropdown list
• Radio button
• Checkbox
• A picture (e.g. a photograph of a personal identification document or an additional document taken with a tablet)

This facilitates managing of your documents efficiently and ensures their smooth completion.

Assistance mode are tools that help both the administrator and the client to work on the same document at the same time but on different screens. This means that the administrator and the client can see and complete the same document at the same time, but on their own screens.

These features also include a wizard animation that helps the client understand how to fill out the document correctly. The wizard guides the client through the fill-in process, indicating what information needs to be entered and ensuring that everything is done correctly and smoothly.

The assistance mode are very useful in avoiding errors and ensuring that all data is entered correctly.

The Elpako platform works on all tablets with an electronic stylus that support Android, Windows, iOS or Linux operating systems. The manufacturer or technical specifications of the tablet doesn’t really matter, as long as it meets the above criteria and can connect to the internet.

Integrating a biometric signature technology with your organisation’s existing systems is easy thanks to the extensive integration options via an API interface.

First, contact our team to assess your needs and existing systems. Together, we will identify your integration needs and offer you the best data solutions.

Using an API interface, our platform can interact efficiently with your existing applications and databases, allowing you to continue executing your digital documents without interruption. This process ensures efficient process management and complete elimination of paper documents.

If you don’t have a document management system or a document storage, you can use the Elpako’s solution.

The generated documents are stored in Elpako’s data storage, so you don’t have to worry about purchasing additional systems.

In addition, our platform offers integration with Google Drive, Dropbox, SharePoint and other platforms. This means you can easily store documents on our platform or transfer them to other systems you use, making it easier to continue your digitised document management processes.

Contact our team and we will help you find the best solution for your needs.

Our pricing options allow you to find the optimal solution to meet your business needs and operational requirements. There are three main plans to choose from:

• Basic: covers the basic functionalities needed for everyday tasks.
• Premium: offers a wider range of functionalities, including assist features, storage, additional security and integration options.
• Elite: includes all the benefits of the Basic and Premium plans plus additional high-level features and priority support.

For each plan, you can choose between two pricing models:

• Based on the number of signatures: this model is ideal if the number of signatures in your business varies. You only pay for what you use.
• By number of devices used: this option is suitable if your employees use several devices or if you want a fixed monthly cost. The fee is based on the number of connected devices.

Choose the best plan and pricing model for you and use our services according to your needs.

To start using the platform, follow these steps:

1. Contact a consultant: a consultant will help you choose the best features and pricing plan for your needs.
2. Assess your needs and existing systems: we will help you assess your needs and existing systems and determine whether additional integrations are needed.
3. Choose tablets: choose tablets with an electronic stylus that support the following operating systems: Android, Windows, iOS or Linux.
4. Log in to the platform: our team will provide you with the login credentials for the administration environment. The biometric signature platform is web-based, so you can start using it anytime, anywhere.
5. Get instructions and advice: we will provide detailed instructions and advice on creating templates, completing documents, using assistance features and other important features.

The platform is designed to be easy to use. Getting started will be easy and will not require a lot of staff or time resources, ensuring fast and efficient work.

The maximum file size for uploads is 25 MB.

Supported file formats: JPG, JPEG, PNG.

If you’re uploading a document template, the size limit increases to 30 MB.

Currently, the platform does not support creating template folders.

This feature is planned for an upcoming platform update.

Autofill is available only through integration with your information system.

Without integration, forms must be completed manually

Yes, it can.

When creating a form, drag in a date field and enable the “Current date” option.

The system will automatically insert the date based on your computer’s settings.

Currently, file deletion is handled manually by Elpako’s administration.

This service is provided free of charge.

A future update will allow users to delete files independently.

You can upload your logo via the following menu:

Settings → Idle Mode → Style → Logo.

Upload a PNG or SVG file, up to 3 MB in size.

Our API solution is suitable for any legal entity. Elpako can be easily integrated into any information system, while our specialists are ready to provide detailed consultation and clear instructions during the integration process.

Thanks to the advanced API solution, all Elpako services can be implemented in any information system whose users are able to:

• Create documents in different formats and sign them with qualified electronic signatures.
• Sign documents using a variety of qualified electronic signature tools: Smart-ID, Mobile-ID (m-signature), USB stick, ID card or civil servant card.
• Perform a multilateral signing by inviting a business partner to sign electronic documents.
• Timestamp the created electronic signature and verify its validity.
• Prepare an electronic signature for long-term storage and archiving.
• Validate documents with an electronic seal and check its validity.
• Identify and confirm the identity of a client, partner or employee.
• API solution will help efficiently manage digital business processes and quality of e-services, and will bring your user experience to the next level.

Technical solution documentation and sample integration code are available at the following address.

Conclusion of e-documents
Creating and signing electronic documents with various specifications (ADOC, PDF, PDF-LT, Asic).

Multilateral signature
Invitation to sign an electronic document for an external entity.

Personal identification
Reliable identification and authentication of a person for the purpose of serving them through electronic channels.

Qualified timestamps
Qualified timestamping of a created electronic signature.

Approval by electronic seal
Document approval by electronic seal Relevant service for legal persons.

Verification of e-signatures
Verification of validity of electronic signatures created.

Checking e-seals
Verification of validity of electronic seals created.

Preparation of documents for storage and archiving
Long-term storage and archiving of electronic documents and electronic signatures.

You can choose between several integration options:

• Our user interface (application Gateway), which you can easily integrate into your information systems.
• Alternatively, you can create a user interface according to your needs and design, within your information systems.

We will always help you find the best solutions for your needs.

You can purchase API qualified electronic signature integration for business by contacting us at [email protected].

We will provide the best solution for your needs.

You can request a quote for the service by sending an e-mail to [email protected].

We will answer all of your questions and provide you with accurate transaction fees calculated according to your needs.

Elpako service is charged at a one-off connection fee of €200.00 excluding VAT (per system) and based on actual consumption. The actual fee is based on the services provided by Elpako in connection with the e-signature:

• transactions used during the month are summed up by individual transaction types;
• the service fee is calculated by multiplying the number of successfully completed transactions during the billing period by the fee for the relevant transaction.

Electronic signature is a legally valid means of signing and electronic identification of a legal or natural person governed by the laws of the Republic of Lithuania. Documents signed with an electronic signature bear the same legal standing as paper documents signed in the traditional (handwritten) manner.

It is widely used for signing various electronic documents (letters, contracts), connecting to electronic government gateways, banks or electronic service systems of other institutions.

The legal regulation of all electronic signatures, electronic seals and timestamps is laid down in the Regulation (EU) No 910/2014 of the European Parliament and of the Council on electronic identification and trust services for electronic transactions in the internal market (hereinafter referred to as the eIDAS Regulation).

The legal regulation of eIDAS in Lithuania is also regulated by the Law on Electronic Identification and Trust Services for Electronic Transactions, which regulates the legal effect of electronic signature, electronic seal, electronic timestamp and trust services, obligations of trust service providers and users, terms of and procedure for suspension and revocation of qualified certificates for electronic signature, electronic seal or certificates for website authentication, and supervision of trust service providers.

Qualified electronic signatures are considered to be the ultimate security tool.

Only official providers on the EU trust services list can issue a qualified electronic signature certificate. A document signed with a qualified e-signature has the same legal standing as a hand-signed document. The regulation and legislation regulating this signature is the uniform across the EU, while compliance at national level is supervised and enforced by each EU country independently.

In Elpako, documents can only be signed with a qualified electronic signature, which has the same legal effect as a handwritten paper document. It is important to note that the requirements for a qualified electronic signature are identical in all EU countries, therefore, documents signed in Elpako are legally valid not only in Lithuania, but also throughout the European Union.

Elpako’s qualified electronic signature ensures the highest data security. This electronic signature is fully compliant with the trust measures listed in the European Union’s list of trust service providers. The security of the signature is also guaranteed by a surety bond issued by an insurance company.

In Lithuania, electronic signatures are already considered an indispensable part of personal and professional comfort by natural and legal persons.

Electronic documents signed at the touch of a button create a new user experience and allow unrestricted access to all the benefits of the digital space.

It also actively contributes to the conservation of natural resources by eliminating paper documents and saving time spent travelling to exchange documents.

Signing up takes just a few minutes and is very simple:

1. Verify your identity with Smart-ID, Mobile-ID (m-signature), USB stick or ID card. Confirm your e-mail address when you register.

2. Upload the document you want and sign with a qualified electronic signature with: Smart-ID, Mobile-ID (m-signature), USB stick or ID card.

Done! Your documents are signed!

Electronic documents can be signed in the Elpako system using a variety of qualified and advanced electronic signature tools: Smart-ID, Mobile-ID (m-signature), USB stick or ID card.

In order to log in and sign, you must have a qualified e-signature certificate available, which can be obtained in the following manner:

• Download the free Smart-ID app and sign up for a higher level account: video instructions.
• From Telia, BITĖ, Tele2 and other communications operators who have purchased the Mobile-ID (m-signature) mobile signature service.
• Using a USB stick with an electronic signature issued by the State Enterprise Centre of Registers: issuance procedure.
• Using your LR ID card and its reader: instructions for use.

You can purchase it here: https://www.elektroninis.lt/lt/isigyti/nid-507

To install the required software:

1. Visit www.elpako.lt

2. Click “Log in to sign online”

3. Choose USB token as the login method

4. If the software is missing, you’ll see a message and two download links

5. Download the version that matches your operating system (x64 or x86)

6. Install the downloaded software

7. Once installed, you can use qualified signature services

Elpako works with ADOC, PDF, PDF-LT and ASiC specification documents that can be signed with a qualified electronic signature.

The most universal and popular format is PDF, which is recognised throughout the European Union.

ADOC is an electronic repository or container for electronically signed electronic documents. After signing, the Elpako user can download the signed document. Documents signed in Elpako (for example, a contract or an application) take the extension “.adoc”, i.e., a container containing the signed documents, the data related to the document and the e-signature.

The ADOC format is convenient in that the user can place files of different formats in this container, such as .docx, .xlsx, .pptx, .ppsx, .odp, ; .pdf” .tif., .tiff, .jpg, .jpeg, jfif, .png, .odt, and.ods.

The ADOC format is widely used in Lithuanian public sector institutions, as it meets the requirements of the Specification of Electronic Documents Signed by Electronic Signature ADOC-V1.0 approved by the Department of Archives under the Government of the Republic of Lithuania. The documents drawn up in Elpako fully meet these requirements.

Signing documents in ADOC is fast, convenient and efficient. Elpako makes it possible for users to view ADOC documents and e-signature data that can be verified in real time.

The ASiC document format is an electronic document format used in other European Union countries. This type of document, just like the ADOC, can contain multiple files that are signed. When preparing this type of document, it should be verified whether the recipient will be able to accept this type of document, as not all parties are able to read and handle these document types.

The FOR INDIVIDUALS plan is designed for a single user (for personal or work-related needs).

The FOR TEAMS plan is intended for more than one user. Team members can share, sign and check documents among themselves. They can also assign the right to manage and catalogue documents.

You can order services via the Elpako online system: https://app.elpako.lt

Log in to your account, click your name at the top right → go to Account Settings → Plan Management.
If you’re interested in API services, contact us at [email protected] or via our contact page.

Yes, new customers can sometimes use discount codes for both monthly and annual plans.

If you’ve received a notification about a payment issue and are unable to sign documents, it’s likely that your payment card has changed.

To update your card details:

1. Log in to your account: https://app.elpako.lt

2. Go to Plan Management

3. Select the option to enter a new card

4. Enter your new payment details and confirm

Direct link to plan management: https://app.elpako.lt/subscriptions

To view your invoices:

1. Go to https://app.elpako.lt

2. Log in using Smart-ID, Mobile-ID, or another method

3. Click your name at the top right

4. Choose Account Settings → Payments

5. You’ll see your invoices listed by date

6. Click Invoice next to the relevant date to download it

Invoices are automatically sent to the email address linked to your Elpako account.

If you didn’t receive it:

1. Check your Spam or Junk folder

2. Make sure you’re using the same email address registered under your account admin

3. If your company uses a general email (e.g. [email protected]) but invoices are sent to a personal email (e.g. [email protected]), check that personal address

4. You can always find all invoices by logging in:

   • Visit https://app.elpako.lt

   • Click your name

   • Go to Account Settings → Payments

   • Click Invoice to download the desired file

If the issue continues, contact our customer support team.

To update your invoice details:

1. Log in at https://app.elpako.lt

2. Go to Account Settings → Plan Management

3. Click Manage next to your active plan

4. Select Edit Billing Information

5. Enter the new details and click Save

No, VAT invoices cannot be changed retroactively.
In such cases, a refund must be processed and a credit note issued.

You can manage your plan by logging into your account:

1. Go to https://app.elpako.lt

2. Click your name at the top right

3. Go to Account Settings → Plan Management

4. To change your plan, select a different paid plan from the list

5. To cancel your plan, choose the Free Plan – payments will then stop

User management is available in your main account:

1. Log in to https://app.elpako.lt

2. Go to Account Settings → Plan Management or visit https://app.elpako.lt/subscriptions

3. Click Manage next to your active plan

4. Add or remove team members as needed

You can manage team members from the admin account:

1. Log in at https://app.elpako.lt

2. Click your name at the top right

3. Go to Account Settings → User Management

4. You can add a new team member or remove an existing one

5. Changes take effect immediately and are visible in your account

To print a signed document:

1. Log in to https://app.elpako.lt

2. From the top menu, select My Documents

3. Find the document and click the three dots icon on the right

4. Choose Download

5. Open the downloaded document on your device and select Print

6. Note: Documents signed with a qualified electronic signature are only legally valid in digital format. Printed versions are for informational or internal use only.

To cancel the signing process:

1. Log in at https://app.elpako.lt

2. Go to My Documents

3. Find the document in the list

4. Click the three dots icon on the right and choose Delete

5. The document will be removed and the signing process will stop

If you initiated the document signing process, you can stop reminder emails for a specific recipient at any time:

1. Log in to your account at https://app.elpako.lt

2. Go to My Documents

3. Select the document for which you want to stop reminders

4. Click the three dots icon on the right and choose View

5. In the Participants section, find the recipient

6. Click the trash bin icon on the right

7. Reminders will be stopped for that recipient only

If someone else initiated the signing process, you can stop reminder emails in two ways:

1. From the email you received:

If you’re receiving reminders to sign a document and no longer wish to get them, scroll to the bottom of the email. You’ll see a message like this:

“This is an automated email – please do not reply. If you no longer wish to receive notifications about this document, click here, or manage your notification settings in your account settings.”

Click “click here” – reminders for this specific document will be stopped.

You can also manage your notification preferences by logging into your account.

2. From your Elpako account:

1. Log in at https://app.elpako.lt

2. Go to My Documents

3. Find the document you want to remove

4. Click the three dots icon on the right and choose Delete

5. The document and all related notifications will be removed from your account

This message means that the document was sent to a different email address than the one you’re currently using to log in to Elpako.lt.

If you received the document for signing:

Contact the sender and ask them to resend the document using the same email address you use to log in to Elpako.lt.

If you initiated the signing process:

1. Go to “My Documents”.

2. Open the document and remove the incorrect email address (click the three dots → “Remove”).

3. Add the correct email address – the one registered with your Elpako.lt account.

4. Re-initiate the signing process.

When the email addresses match, you’ll see the signer’s name displayed in uppercase letters, and the signing will proceed successfully.