What can I do if I get stuck?

The most common issues are easy to resolve. Check the following for the most common issues:

• Ident-ID: You will need this to start the process. It consists of 8 letters in the format ABC-DEFGH.
• Identification Document: You will need to identify yourself with a valid ID. Have this ready before you start.
• Light: Make sure that there is plenty of light, and it is shining on your face and not from behind you (e.g. a window).
• Internet connection: Ensure that you have an active internet connection. We recommend using WiFi, but a mobile data connection will work too.

If this doesn’t help, then restart the app and start the process again.

If the problem persists, there are two things you can do:

1. Contact us using our form: https://www.idnow.io/contact/support/
2. Contact our partner that provided you with the Ident-ID.

 Please provide your Ident-ID and some contact details so that your issue can be addressed swiftly.