What can I do if I get stuck?

The most common issues are easy to resolve, or even prevent ahead of time.

• Ident-ID: You will need this to start the process. It consists of 8 letters in the format XXX-XXXXX.
• 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 close the app and restart the process.

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

1 - Contact us using our form at https://www.idnow.io/contact/support/ 

Don't forget to share with us the details of your identification, such as Ident-ID.

2 - Contact our partner that provided you with the Ident-ID.