Frequently asked questions

The ROePAS portal is intended for all individuals and entities interested in accessing and managing digital public services in Romania.

ROePAS is used by:

• Individuals – citizens who access online public services, such as submitting requests, obtaining documents, or consulting official information;

• Legal entities – companies, non-governmental organizations, and other entities that interact with public institutions for various administrative procedures;

• Representatives of public institutions – officials and public administration employees who use the platform to manage and process requests received from citizens and companies/organizations.

The publication and updating of information in the ROePAS portal are the responsibility of each administrator designated by the enrolled authorities. Each public institution manages its own data through the platform.

The portal provides authorities with a tool for managing the services offered to citizens, while the content is managed directly by them through their designated administrators.

In order to provide you with the appropriate guidance, Romania’s Single Digital Gateway – ROePAS offers:

• user guides;

• video tutorials;

• technical support for issues encountered, through a ticketing system;

• a chatbot.

User guides
There are separate guides depending on the type of user (citizen, company, public institution), so that the information is tailored to your profile.

The official ROePAS guides can be accessed at:
(https://roepas.ro/ro/ghiduri)

Chatbot
The ROePAS platform includes a virtual assistant designed to guide you as closely as possible to the information you need.

Support tickets
The platform includes a “Contact” section where you can open a ticket to request support from the technical team.

For contact:
(https://roepas.ro/public/contact)

Depending on the institution involved, additional support channels may also be available, such as live chat, telephone, or email.

The purpose of the platform is to facilitate access for citizens and companies to digital public services, and users are encouraged to use all available resources in order to benefit from the clearest and most efficient experience possible.

The institution’s representative authenticates with ROeID, accesses the “Institutions” page from the top of the screen, and selects the “Institution enrollment” button. The enrollment form must be completed with the requested information and the request must be submitted to the portal administrator — the Authority for the Digitalization of Romania. The request will be reviewed, and after the enrollment is approved, the institution profile will be available in the upper right corner, under the profile icon.

Please note that, in order to enroll an institution, proof of the status as the institution’s representative and the signed enrollment form are required.

Bank account information is mandatory only if fee-based procedures are configured.

Automatically, the institution’s representative will be granted the role of institution administrator in the ROePAS portal.

After the request is approved, the institution will become visible in the platform and will be able to publish procedures and receive requests through ROePAS, according to the configuration carried out by the administrator.

Legal entity accounts are created automatically after authentication with ROeID. Based on the personal identification number (CNP), the system queries the ONRC database, and if the user is the legal administrator of a company, the company account is created automatically, while the individual user is granted administrator rights.

To add to the portal a legal entity that is not registered with ONRC or a foreign company, the administrator must follow the steps below:

• Authenticate on the platform using the citizen profile;

• From the profile, click the “Add legal entity” or “Add foreign company” button;

• Complete the form and submit the request.

The ROePAS portal is integrated with the ANAF and VIES databases for the automatic retrieval of company information (name, address) based on the unique tax identification code.

Depending on the type of procedure, the services available in ROePAS may be:

Online procedures

• ROePAS platform availability: 24/7, including weekends and public holidays;

• Accessibility: from any device connected to the internet (laptop, mobile phone, or tablet).

These procedures can be completed entirely in digital format, without having to visit the physical office of the institutions providing such services.

The request is submitted through the ROePAS platform by uploading the required documents and signing them electronically where such a signature is required.

After submitting the request, it can be found in the “Submitted requests” section, from where you can:

• track the status of the request;

• download the final documents issued by the public institution;

• check any messages or additional requests submitted by the operators processing the request.

Offline procedures

In this case, the platform provides the necessary information, such as the scope of applicability, the required documents, and the steps to be followed in order to obtain the service. However, actually obtaining the benefit requires physical interaction with the competent institution.

In this situation, ROePAS facilitates access to information and helps users prepare the documentation required to obtain the service, while the completion of the procedure takes place at the institution’s premises.

If, after submitting a request through the ROePAS platform, you have not received the requested document or you have received an incorrect document, follow the steps below to clarify and resolve the situation:

Check your ROePAS account and the email address associated with the account

• Access the “My requests” section, select the relevant request, and check whether the document has been uploaded in the “Received documents” section;

• Also check the email address associated with your account, including the Spam folder, in case notifications are enabled.

Open a support ticket

• Access the “Submitted support tickets” menu;

• Select the “Add support ticket” option, choose the type, describe the situation as clearly as possible, and attach screenshots if necessary;

• The response to the ticket or the correct document will be sent to your ROePAS account for that specific request and/or by email.

Contact the responsible institution

• If the institution has the live chat service active in the platform, you can speak directly with an operator;

• Alternatively, you may send an email or contact the institution by phone, using the contact details available on the institution’s page in ROePAS.

In order to correctly submit a request through ROePAS, you must first identify the appropriate procedure depending on the type of service and the competent institution.

The following information is required to identify the correct procedure:

• Type of procedure: for example, issuance of an urban planning certificate for construction/demolition, preparation of a PUZ/PUD, issuance of a tax attestation certificate, etc.;

• County or locality: for example, Cluj County, Iași Municipality, Berceni Commune, etc.;

• Applicant status: individual (acting in one’s own name), legal entity (acting as representative of a company/organization), or institution representative acting on behalf of the institution.

Based on this information, you will be directed to the competent institution and to the procedure that contains details regarding the required documents, processing deadlines, and the submission method (online or offline).

Only institutions registered in ROePAS can receive requests through the platform.

To access an online service:

• Select the desired procedure;

• Click the “Start request” button;

• Fill in the displayed form.

Authentication in the ROePAS platform is mandatory in order to submit a request. After submission, the request will be available on the “Submitted requests” page.

The platform allows support tickets to be sent directly to the portal administrator or to public institutions.

A ticket can be initiated:

• through the “Contact ROePAS” button; or

• after authentication, from the “Submitted support tickets” page, using the “Add ticket” option

At present, in Romania there are several providers of qualified digital certificates whose electronic signatures are accepted in ROePAS. The main national providers include:

• Trans Sped S.R.L. – (https://www.transsped.ro/)

• DigiSign S.A. – (https://www.digisign.ro/)

• certSIGN S.A. – (https://www.certsign.ro/ro/)

• Alfa Trust Certification S.A. – (https://alfasign.ro/)

• Centrul de Calcul S.A. – (https://www.certdigital.ro/)

• Zipper Services S.R.L. – (https://ezipper.ro/)

• Special Telecommunications Service – (https://ca.stsisp.ro/)

All the providers mentioned are qualified trust service providers in accordance with the official lists published by the Authority for the Digitalization of Romania (ADR) and are included in the European Union Trusted List.

All requests from the old PCUe system have been migrated to the new portal. After authentication, the requests are automatically displayed on the “Submitted requests” page, identified based on the user’s personal identification number (CNP).

If a document can be obtained through the Once-Only Technical System, the OOTS option is enabled and the corresponding EU requirement is selected. The national document obtained online is mapped to the relevant European category in order to ensure interoperability. The use of the OOTS system ensures the application of the Once-Only principle.

Yes, the ROePAS platform is designed to allow a single user (citizen) to manage multiple legal entity profiles or entities without legal personality.

Automatic identification: When you authenticate with ROeID, the system automatically queries the ONRC database. If you are registered as the legal administrator, the company profile will automatically appear in your account.

Manual addition: If you represent an entity that is not found in ONRC, such as an NGO, a homeowners’ association, a law office, or a foreign company, you can use the “Add legal entity” function from the citizen profile. You will need to complete the identification data, such as CUI/CIF, and upload the document proving your status as representative.

Switching between profiles: Once the entities have been associated, you can switch from the individual profile to the legal entity profile using the “Switch profile” or “Select account type” menu available under the profile icon. This allows you to submit requests on behalf of any of the managed companies without needing different email accounts.

The ROePAS system includes a real-time automatic validation module integrated into the upload process:

Validation upon upload: When you attach a signed document, for example a .p7s file, the platform automatically checks whether the certificate used was issued by an accredited provider included in the European Trusted List and whether it was valid on the signing date.

Visual confirmation: If the signature is valid, the system will display a green check mark or a confirmation message next to the uploaded file.

Error messages: If the signature is invalid, for example because the certificate has expired, the file is corrupted, or the signature is not qualified, you will immediately receive an error message and the document will need to be uploaded again.

Post-submission monitoring: After submitting the request, you can check the status of the uploaded documents in the “Submitted requests” section, where the platform keeps the proof of the technical validation of the signature for both parties, the citizen and the institution.

You can create a support ticket directly from the ROePAS platform whenever you encounter a technical issue, have a question related to a submitted request, or experience difficulties using the platform.

To create a support ticket:

• Access the “Support” section or the dedicated ticket page or, after authentication, go to the “Submitted support tickets” page and access the “Add ticket” option;

• Choose the category corresponding to the issue encountered;

• Fill in the description of the situation as thoroughly as possible;

• Attach screenshots or relevant documents, if applicable;

• Submit the request.

How you receive the response:

If you submit the ticket while authenticated

• The response will be available in your ROePAS account, in the “Submitted support tickets” section;

• You may also receive an email notification, if notifications are enabled.

If you submit the ticket while unauthenticated

• The response will be sent to the email account you provided.

Tip: For a faster response time, it is recommended to provide clear information, such as the request number, the date the request was submitted, the displayed error message, and to attach relevant screenshots.

ROePAS is a digital platform that provides access to relevant information for citizens and businesses exercising their rights within the internal market, as well as to online and offline procedures intended for both citizens and companies, and to assistance and problem-solving services.

Through ROePAS, users can:

• identify administrative procedures organized by fields of activity;

• consult the conditions, required documents, and steps related to each service;

• submit requests online, where the procedure allows;

• track the status of submitted requests;

• download documents issued by institutions;

• access information about procedures that require in-person interaction with institutions.

Available services

• Online procedures – which can be completed entirely in digital format;

• Offline procedures – which provide the necessary information for submitting the file at the institution’s premises.

The full service catalog is available at this link

The ROePAS platform recognizes qualified electronic signatures issued by any accredited European provider listed in the European Union Trusted List.

If you hold a qualified certificate issued in another Member State of the European Union, it can be used in ROePAS, provided that it was issued by a qualified trust service provider.

Examples of well-known European providers include:

• InfoCert (Italy)

• D-Trust (Germany)

• GlobalSign (Belgium)

• Budapest Institute of Technology (Hungary)

• Chambersign (France)

• Buypass (Norway – EEA member state)

The list above is indicative. Any qualified provider from the European Union is accepted.

For the full list of qualified trust service providers in each country, you can consult the Trusted List published by the European Commission.

To check whether an institution is enrolled in ROePAS, access the section dedicated to institutions within the platform and use the available search options.

Enter the name of the institution in the search field in the dedicated section. If the institution is registered, you can view the full list of services available through ROePAS, including:

• the description of procedures;

• the conditions and required documents;

• the steps to follow;

• the submission method (online or offline).

It is possible that the institution you are looking for has not yet been enrolled in the ROePAS system.

In this case, we recommend that you:

• verify the institution’s full official name;

• contact the institution directly, using the contact details usually available on its official website;

• check the platform periodically for updates, as the list of registered institutions is continuously expanding.

For the best experience when using the ROePAS platform, it is recommended to use a browser updated to the latest available version.

General recommendations:

• Google Chrome (latest version);

• Mozilla Firefox (latest version);

• Microsoft Edge (latest version).

For all components to function properly, including authentication, electronic signature, and document upload, it is important to:

• use the latest version of the browser;

• allow pop-up windows for the ROePAS domain, if needed for authentication or signing;

• clear cache and cookies if unusual errors occur.

The use of older browser versions or outdated browsers is not recommended, as display issues or incompatibilities with electronic signing functionalities may occur.

The help-desk schedule and support methods for the ROePAS platform vary depending on the communication channel used and the institution concerned.

The following communication channels are available:

• Live chat

• Call center

• Support tickets

The institution administrator accesses the “Procedures” menu and successively completes the following sections: general information (procedure description), procedure details, eligible persons, required documents, final documents, fees, deadlines, legal acts, means of appeal, additional information, assistance services (if applicable), preview, and publication terms.

Departments reflect the organizational structure of the institution. They allow requests to be automatically assigned to the responsible officials. Without configuring the departments, requests cannot be routed properly.

Exclusively through the portal: the submission and processing of a request are carried out entirely within the ROePAS portal, through the Backoffice module.

Integration with the institution’s IT system: the request is initiated in ROePAS, while its processing takes place in the institution’s own system.

Exclusively in the institution’s portal: ROePAS provides information, while the citizen or company representative is redirected to the institution’s portal in order to initiate the request.

For each document, the following elements are defined: the name, the type (smart form, standard form, scanned document), whether it is mandatory, whether an electronic signature is required, and whether a supporting document can be obtained through OOTS.

Final documents are those transmitted to the citizen upon completion of the procedure and may have a standard template and mandatory signature.

For a fixed fee, the amount and the payment method are established, either bank transfer or Ghișeul.ro, if the institution is enrolled in the National Electronic Online Payment System. For a variable fee, the amount is communicated later by the operator, and the request enters the “Payment required” status until the payment is made.

• Initiated – the applicant or the representative of a company submits the request to a public institution providing services;

• Taken over – the submitted request is taken over by a public institution and is assigned a registration number;

• On hold – the institution’s operator requests clarifications from the applicant;

• Clarifications submitted – status indicating that the applicant must submit clarifications;

• Payment required – the fee amount for the requested service is due;

• Payment completed – the status of a request for which payment has been successfully completed;

• Resolved – the request has been resolved by the institution;

• Closed without resolution / archived – the request has been closed for various justified reasons;

• Expired – the request was not taken over by the institution’s operator;

• Closed – status indicating that the applicant did not respond to the clarification request;

• Cancelled – the applicant withdraws from initiating or continuing the request.

Each status reflects a stage in the processing of a request.

The roles assigned to users within an institution in the ROePAS portal are as follows:

• Institution administrator – invites users and assigns them roles such as official, operator, or support operator;

• Portal administrators – configure procedures and update them in line with legislative or procedural changes;

• Operator – takes over requests in Backoffice, verifies documents, requests clarifications if necessary, checks fees, uploads final documents, and sends the response to the citizen or company;

• Institution official – submits requests on behalf of the institution;

• Support operator – responds to tickets received through the ROePAS platform.

For institutions that use the DMS module, depending on their specific needs, the following roles may also be created:

• Registrar – the employee who registers the request;

• Drafting officer – the employee who prepares the response;

• Reviewer – the employee who reviews the drafted response;

• Approver – the employee who approves the final response.

These roles determine the level of access and the responsibilities of each user within the portal.

The platform accepts a wide range of formats in order to support both scanned documents, electronically signed documents, and smart forms:

• Standard documents: .pdf (the recommended format for any scanned or text document);

• Electronically signed documents: .p7s, .p7m, and .pdf (if the signature is of the PAdES type and embedded in the file);

• Image formats: .jpg, .jpeg, .png (for photos of identity documents or other supporting evidence);

• Archives: .zip (allowed when it is necessary to group several files into a single upload field);

• Smart forms: the platform also provides “Smart Form” formats, meaning forms that can be edited directly in the portal and do not require external upload, since the data is saved directly in the system.

The use of a digital signature depends on the specific configuration of the procedure established by the receiving public institution:

Fully digital procedures: For most online services that involve the issuance of an official document, a qualified electronic signature is mandatory. This ensures the legal validity of the documents, in accordance with the applicable legislation.

Identifying the requirement: When you initiate a request, the document upload fields will clearly indicate whether the respective file “Requires signature.” If this option has been activated by the institution, the request submission button will remain inactive until you upload a digitally validated file.

Authentication on the ROePAS platform is carried out depending on the category you belong to.

Romanian citizen
To access the platform:

• If you already have a ROeID or eIDAS digital identity, you can authenticate directly at this link

• If you do not yet have a ROeID digital identity, you can obtain one by accessing this link

Citizen of the European Union
To access the platform:

• If you already have an eIDAS digital identity, you can authenticate directly at this link

• If you do not yet have an eIDAS digital identity, you must obtain one through the competent authorities in the Member State where you reside.

Users from public institutions
To access the platform:

• Two-factor authentication (email address and password), based on the invitation sent by email by the institution administrator;

• Authentication with ROeID, based on the invitation sent by email by the institution administrator.

Company users
To access the platform:

• For operators: authentication with ROeID, based on the invitation sent by email by the company administrator;

• For administrators: authentication with ROeID.