FAQs

CardLok FAQs

  1. For Apple devices, search for CardLok on the App Store
    App Store link – https://goo.gl/8AYpY1
  2. For Google devices, search for CardLok on the Google Play Store
    Google Play link – https://goo.gl/r7eUri

How do I create my User Profile?

    1. Download the application from the Apple App Store or Google Play Store
    2. Click on the “Don’t have a login? Sign Up Here!” text button.
    3. Enter your PIN and mobile number information into all fields requested;
    4. Tap Next to continue

During user profile setup, the one-time password was never sent to me. What do I do now?

    1. Click Cancel on the OTP Confirmation screen
    2. Review Profile to confirm user entered mobile phone number correctly
    3. Click the Checkmark again; OTP will be resent

During user profile setup I did not write down my One-Time Password that I received via SMS. How can I get another one?

    1. Click Cancel on the OTP Confirmation screen
    2. Review Profile to confirm user entered cell phone number correctly
    3. Click the Checkmark again; OTP will be resent

How do I enable Touch ID for login and PIN entry?

    1. Click on the main menu button in the top left.
    2. Click “Settings”
    3. Click on the “Use Fingerprint for Log In” and “Use Finger Print for PIN Entry” options. Both sliders should light up when enabled. If your sliders do not light up, it is likely that you do not have a mobile device that reads fingerprints.

Why do I have to give this app permissions to access certain functions of the phone?

    1. Push Notification Services – allows CardLok verification screens to appear on your phone
    2. Receive Notifications- allows CardLok verification screens to appear on your phone
    3. SMS – used to text verification codes, as a security feature
    4. Camera – needed to scan QR codes or capture your “blink and smile” selfie for FaceLok
    5. Register Phone to Account –this is required if you change your phone; this setting provides additional security and identity verification services

How do I add my ICB Account?

    1. Return to your enrollment email – Step 3
    2. Tap Add Account

I am trying to add my ICB Account. What is the Registration ID?

    1. The Registration ID is a code, unique to you, that is used to create an account tied to the customerThis ID will be populated by tapping the “Add Account” blue link in your ICB enrollment email

I am trying to add my ICB Account. What is the Activation Code?

    1. An activation code is a one time code that is used to active the customers account in our system.This code will be populated by tapping the “Add Account” blue link in your ICB enrollment email

How do I see my Ipsidy transaction history?

  • Login to Ipsidy mobile application
  • Tap “History” from the Main Menu or Footer Menu
  • Your transaction history for all accounts will be displayed

My account(s) disappeared. What do I do?

  • If you downloaded your account and it is no longer appearing in your Ipsidy application, try adding it again. If that does not work, contact the support line/email you were provided

I forgot or want to change my PIN. How do I do this?

  • Tap on the “Change PIN” link on the Ipsidy home page or on the “Reset Password” in the Main Menu
  • Follow the prompts to reset your PIN: Enter Mobile Phone and new PIN (twice for confirmation)

How do I enable Touch/Face ID for Application Login and PIN entry?

  • Log in to the Ipsidy mobile application
  • Tap on “Settings” in the Main Menu
  • Choose “Device Biometrics” option
  • Tap on the slider for “Use Touch ID (or Face ID) for Log In”
  • Tap on the slider for “Use Touch ID (or Face ID) for PIN Entry”
  • Both sliders should light up green when enabled