FAQs
Where can I download the app?
The app is available on the App Store and Google Play.
Does the PIN need to match my phone's PIN?
No, you can choose any PIN to protect your uploaded data in the app.
Why do you need access to my phone's camera?
You need to allow camera access to read QR codes, capture your ID document, and perform face match and liveness checks. If you denied permission, you'll be prompted again when needed.
What should I do if I receive an error stating that my document type isn't supported?
We usually add support for new documents quickly. Give us a few days and try again, or use another ID document type.
What does it mean when I get the error, "We were unable to read your ID document"?
The most common reason is that we couldn’t capture the entire document, possibly due to glares or reflections. Try again.
If the document type isn't recognized, you will see this error message after about 30 seconds. If this happens, please email support@truid.app with details about your ID document.
I'm having trouble passing the face match and liveness check. What am I doing wrong?
- Ensure nothing is covering parts of your face, like hats or bangs over your eyebrows.
- Maintain the correct distance between your face and the phone. Follow instructions and look at the black circle around the camera, it will be complete when the distance is right.
- Move your head slowly and only make small movements towards the purple color.
- Keep a natural facial expression with your mouth closed and eyes open.
- Clean your camera to ensure a clear image.
How can I delete my data?
You can easily delete all your data in the app. Open your "Truid vault," go to "Settings," select "Manage Data," and click "Delete all my data." For more details, visit https://www.truid.app/user-control
Why does my phone keep sending me to the App Store even though I have the app installed?
This issue is very rare, but if it occurs on iOS, restarting your phone usually resolves it.
Why can't I read the RFID chip in my document?
You need to have a device with a NFC reader to be able to read ID document's chip, like ePassports.
How do I know if my document has a RFID chip?
Documents that have an integrated RFID chip usually has a symbol indicating there's a chip. Look for a symbol represented by a rectangle with a line and a circle inside it.
How can we help?
Support request
Please provide as many details as possible. Include what you were doing when the problem occurred, the type of error you encountered, whether you were trying to sign up or verify your identity with a specific service, and the type of ID document you were using.