Ipsidy FAQs

Ipsidy Mobile App FAQs

  • Where do I go to download the Ipsidy application?
    • For Apple devices, go to the iOS Apple App Store and search for Ipsidy
    • For Android devices, go to the Google Play Store and search for Ipsidy
  • Why do I have to give this app permissions to access certain functions of the phone?
    • Push Notification Services – allows Ipsidy verification screens to appear on your mobile device
    • Receive Notifications - allows Ipsidy notices to appear on your phone
    • SMS and Phone Number - Inclusion of your mobile phone number during user profile enrollment is a security feature, and it also ensures you receive One-Time-Password SMS text message to validate your entered phone number and PIN
    • Camera – required for taking a live-capture of your face for biometric authentication
    • Bluetooth & Location – required to communicate with Access Beacons at associated access points (e.g. building front door)
    • Register Phone to Account –required if you change your phone
  • How do I create my Ipsidy User Profile?
    • Download the Ipsidy application from the Apple App Store or Google Play Store
    • Tap on the “Don’t have a login? Sign Up Here” button
    • Enter your preferred PIN and Mobile Number of the device you are registering
    • Tap ”Next”
    • Enter the One-Time Password (OTP) sent to your registered mobile device
    • If the OTP is confirmed by Ipsidy, the Ipsidy User Profile is Complete; User is now ready to “Add Account”. Click here to view Adding an Account
  • During user profile setup, the one-time password was never sent to me. What do I do now?
    • Tap Cancel on the OTP Confirmation screen
    • Review Profile to confirm you entered your mobile phone number correctly
    • Tap “Next” again; OTP will be resent
  • I have setup my User Profile. What do I do next? Or....How do I add my Access Account?
    • 1. Enrollment Email – Quick Link on Mobile Device (recommended)
      • You may receive an Ipsidy enrollment email
      • Login to Ipsidy App with your Mobile Number and PIN (or use Face/Touch ID if available
      • Select “Accounts” from Main or Footer Menu in Ipsidy App
      • Tap the blue “Add Account” button in Step 3 of the enrollment email
      • The Ipsidy Add Account page will open with your Account details populated
      • Tap Submit
      • You may be required to accept the Ipsidy app confirmation message and capture your selfie to confirm the account add
      • If your attempt is confirmed, the new Account will appear in Ipsidy App
    • 2: Enrollment Email – QR Code on Computer
      • You may receive an Ipsidy enrollment email or your organization will require you to login to their environment
      • Login to Ipsidy App with your Mobile Number and PIN (or use Face/Touch ID if available
      • Select “Accounts” from Main or Footer Menu in Ipsidy App
      • The Ipsidy Add Account page will open
      • Tap the camera icon in the app and capture the QR code displayed in the email or in your online account
      • Registration Number will be auto-populated
      • Enter the Activation Code appearing on the Website
      • Enter your mobile number
      • Tap “Submit”
      • You may be required to accept the Ipsidy app confirmation message and capture your selfie to confirm the account add
      • If your attempt was successful, the newly-added Account will appear in your list of available Accounts on your Ipsidy App
    • 3. I am trying to add my Account. What is the Registration ID?
      • The Registration ID is a code, unique to you, that is used to create an account tied to the customer
      • The Registration ID will be auto-populated in your App when you tap the Account Setup link from your Mobile Device, or when you scan the QR Code with your mobile device camera
    • 4. I am trying to add my Account. What is the Activation Code?
      • The Activation Code is a one-time code that is used to activate the customer’s account in the Ipsidy system
      • The Activation Code will be auto-populated in your App when you tap the Account Setup link from your Mobile Device. You will be required t enter the Activation Code when you scan the QR Code with your mobile device. The Activation Code is present on the associated Website QR Account Setup page
  • 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