Help and Support Section
This page is for our Business Partners to help answer questions that may be asked when their customers are onboarding or using the Resiliant ID™ app.
Remember though: Your Resiliant representative is available 24/7 to offer any help or assistance required!
Onboarding
Solution:
Assure the user that all their personal documents and data remains securely on their smartphone and is only visible to them, and that no identifiable data is visible or stored anywhere externally.
When the user verifies their ID, their smartphone requests confirmation of a match to their own anonymous HASH stored in our secure private blockchain, which is our patented Resiliant ID™.
The Resiliant ID™ is completely anonymous and contains no identifiable data linking it back to them.
No information is shared without the user’s specific consent beforehand (such as sharing a copy of their photo ID), or, unless we are legally obliged to under local, national or international law by individual request.
Comments:
An added security factor on protecting the anonymity of every user is that are ID verification only works in ‘one direction’. Only the users’ phone can request a match to the Resiliant ID™. The Resiliant ID™ cannot, in any way, request a match to a users’ phone.
If at any time the user wishes to destroy completely all data stored within the APP on their phone, they can:
- Go to the settings section of the APP, and choose the ‘Delete Account’ option
- Simply delete the APP
Once they complete either of the above two options, our system will no longer hold any of their data or documents, or any other identifiable trace that they ever used our system.
Quick Answer:
The customer’s email and password do not match.
Solution:
Ask them to check the email address they supplied, then click on the little eye on the password line to show the text. It will confirm if it is misspelt.
Comments:
If the email address is correct, but they don’t remember the password, ask them to click on the ‘Forgotten Password’ link to reset it.
Quick Answer:
Normally this is down to insufficient light, too much light (perhaps using the flash on a sunny day), or that they have zoomed in too close.
Solution:
Ask them to try again, but remove glasses, hats and headphones etc. – and don’t zoom in too close.
Comments:
Other known potential issues:
1. High-contrast pictures (dark face and overexposed background or vice versa), heavy shadows or light spots may influence the result.
2. On a mobile device with auto-rotation mode-locked, a face may not be detected
3. Glasses and sunglasses may decrease the liveness score.
4. Lots of facial hair may affect the result.
5. Low score if a picture is made with a deviation from the frontal facing position, especially with large deviation angles.
6. A far distance from a camera may decrease the score, e.g. when a picture is made from the full length of the arm or selfie-stick.
Quick Answer:
The customer declined Resiliant ID access to the microphone during the onboarding process.
Solution:
At that stage, it is too late to rectify this within the Resiliant ID App. The customer must go to their phone settings and look for Resiliant ID App, then allow it to access the camera.
Once they have done this, they can log back into IdPlizz and continue as normal.
Comments:
On infrequent occasions, some phone systems do not register Resiliant ID correctly, and therefore the customer cannot access the settings from their settings menu.
In that case, ask them to delete the App and download it again from the Store. When done, ask them to log in using their email and password. The APP will put them back at the right level of onboarding.
Quick Answer:
This will normally only happen when they are using a new phone. Just ask them to login instead of trying to set up a new account.
Solution:
As they already have an IdPlizz account, ask them to stop the onboarding process and then log into the App as per normal.
Comments:
If they have forgotten their password, ask them to click the ‘forgotten password’ link and follow the instructions.
Quick Answer:
Resiliant ID requires a smartphone which can be any iPhone or any Android phone. The Resiliant ID APP needs to access the Camera, Microphone and Geolocation, and FaceID or TouchID for the additional features.
Solution:
For the iPhone, Resiliant ID works on any device and any IoS operating system.
For Android, it requires Android version 9 as a minimum.
The customer needs to grant Resiliant ID access to the camera to take a picture of their ID document and take a ‘Selfie’. The App also requires access to the Microphone to record their voice to reinforce the security in the ID verification process.
Lastly, Resiliant ID will require access to their fingerprint reader (Touch ID or Face ID).
Comments:
Access to these phone areas is necessary to create the customer’s private Digital ID, stored in the Resiliant ID private blockchain vault.
Reassure them that only they have access to their data.
Quick Answer:
The customer’s Android Phone will be running an older version of Android not suitable for Resiliant ID.
Solution:
Ask them to ensure their phone is updated to at least Android 9.0
Comments:
If their Android is 9.0 or higher, but they can still not find Resiliant ID on the Google Play Store, provide them with this link: https://play.google.com/store/apps/details?id=com.idPlizz.idPlizz.
Quick Answer:
This field cannot be changed, as the information is taken automatically from their ID document.
Solution:
Ask them to leave the Date Of Birth box and simply continue with the onboarding. The date will then be taken of the ID document they scan.
Quick Answer:
An ID document needs to be verified by Resiliant ID. It has to contain at least a picture of the person, their first name and surname, date of birth, date of expiration, a country name and an identification number. If the document contains an MRZ (machine readable zone) or Barcode or a QR code, plus Holograms, this information helps us verify their ID.
Solution:
Ask them to uses a Passport (strong confidence), a Drivers license (strong confidence, or an ID card (medium confidence), which matches with the minimum criteria explain above.
Comments:
Resiliant ID works with a scoring level. This is the information they will see in their ID Vault. The scoring is linked to the quality of verification of their governmental ID document.
Quick Answer:
Ask them to check their junk and spam folders for an email from confirmation@idplizz.com.
Comments:
If they have entered the incorrect email address, please contact Resiliant ID to request we unlink the incorrect email address from their phone.
Quick Answer:
They haven’t clicked on the ‘Validate My Email’ button on the email they were sent.
Solution:
If the email is not in their inbox, ask the customer to check their spam and junk folders for it.
Then ask them to validate their email.
Comments:
The email will have been sent from confirmation@idplizz.com.
Quick Answer:
This will probably down to the customer misspelling Resiliant ID.
Solution:
Ask the customer to open Safari on their iPhone and navigate to https://apps.apple.com/us/app/idplizz/id1504920517, then follow the instructions.
Comments:
Emailing customers with the direct link for download helps to overcome this.
Quick Answer:
The customer declined Resiliant ID access to the camera during the onboarding process.
Solution:
At that stage, it is too late to rectify this within the Resiliant ID App. The customer must go to their phone settings and look for Resiliant ID App, then allow it to access the camera.
Once they have done this, they can log back into Resiliant ID and continue as normal.
Comments:
On infrequent occasions, some phone systems do not register Resiliant ID correctly, and therefore the customer cannot access the settings from their settings menu.
In that case, ask them to delete the App and download it again from the Store. When done, ask them to log in using their email and password. The APP will put them back at the right level of onboarding.
Quick Answer:
The customer is probably not reading the passphrase properly.
Solution:
Ask them to repeat the passphrase word-for-word, as it has to be an exact match.
Comments:
Can be a common error, for example:
- The passphrase is ‘Houston; we have had a problem’.
- The customer says, ‘Houston: we have a problem’.
Signing In
Quick Answer:
The customer’s email and password do not match.
Solution:
Ask them to check the email address they supplied, then click on the little eye on the password line to show the text. It will confirm if it is misspelt.
Comments:
If the email address is correct, but they don’t remember the password, ask them to click on the ‘Forgotten Password’ link to reset it.
Quick Answer:
After they have first downloaded the App and finished up setting up their account, the first time they open the App again, it will show their email address and pre-fill their password.
This is to help speed up the whole onboarding process for them.
If they want to clear this information, ask them to close the App completely or switch their phone on and off again.
Remember, if they do close the App or shut down their phone, they can set up Touch or Face ID the next time you log in.
Quick Answer:
Ask the customer to either use the face or touch ID to login (if set up) or push the ‘forgotten password’ link.
Solution:
If the user has set up FaceId or TouchID, ask them to log in in the normal way, then from the home page, click on the burger menu on the top left corner and select ID settings.
They can change the password from there.
Ask them to logout and try to log in with the new password.
If you don’t have FaceID or TouchId setup, ask them to go on the login page and click on the link Forgot my Password. IdPlizz will then send them a new Password.
Quick Answer:
The App needs to be closed and opened again before this feature can be switched on.
Solution:
Depending on the Phone, the easiest solution is to request they log out of the app, and when logging back in, slide the ‘Face ID’ button to ‘ON’.
If, for any reason, they don’t see the FaceID option, ask them to close the IdPlizz app and reopen it.
Comments:
To close the App:
1. For iPhone 8 and Below, double click on the round selector (used for fingerprint). When IdPlizz APP appears, slide it to the top until it disappears.
2. For iPhone X, 11, 12 and above, place your finger on the bottom right corner of the phone slide to the diagonal. When IdPlizz APP appears, slide it to the top until she disappears.
4. On Android devices, all versions click on the Square or the Burger Menu at the bottom of your screen. When IdPlizz APP appears, slide it to the top until she disappears.
Document Signature
Quick Answer:
You will have received a push notification, please open it, and it will take you to the App.
Then, from the home screen, open up the menu (‘burger menu’ on the top left-hand side) and open the document vault.
The document that requires review and signing will be highlighted in RED.
Comments:
Documents in YELLOW are the ones that have been signed but are waiting for the originator signature, and both parties have fully executed the ones in GREEN.
Quick Answer:
Normally this is down to insufficient light, too much light (perhaps using the flash on a sunny day), or that they have zoomed in too close.
Solution:
Ask them to try again, but remove glasses, hats and headphones etc. – and don’t zoom in too close.
Comments:
Other known potential issues:
1. High-contrast pictures (dark face and overexposed background or vice versa), heavy shadows or light spots may influence the result.
2. On a mobile device with auto-rotation mode-locked, a face may not be detected
3. Glasses and sunglasses may decrease the liveness score.
4. Lots of facial hair may affect the result.
5. Low score if a picture is made with a deviation from the frontal facing position, especially with large deviation angles.
6. A far distance from a camera may decrease the score, e.g. when a picture is made from the full length of the arm or selfie-stick.
Quick Answer:
If the customer’s phone does not have a Touch ID or Face ID, IdPlizz cannot perform an ID check for you.
Solution:
Please send the document to the customer again but with a different set of Biometrics to confirm their identity, such as Voice or Face recognition.
Quick Answer:
After opening and reviewing the document, push the green ‘sign here’ button.
Your signature is then recorded and merged with your digital ID.
Comments:
When this is completed, the company will receive the document verified and signed by you, and both parties will have access to it in the secure document vault.
Quick Answer:
The customer declined IdPlizz access to the microphone during the onboarding process or switched it off later.
Solution:
At that stage, it is too late to rectify this within the IdPlizz App. The customer must go to their phone settings and look for IdPlizz App, then allow it to access the camera.
Once they have done this, they can log back into IdPlizz and continue as normal.
Comments:
On infrequent occasions, some phone systems do not register IdPLizz correctly, and therefore the customer cannot access the settings from their settings menu.
In that case, ask them to delete the App and download it again from the Store. When done, ask them to log in using their email and password. The APP will put them back at the right level of onboarding.
Quick Answer:
The customer is probably not reading the passphrase properly.
Solution:
Ask them to repeat the passphrase word-for-word, as it has to be an exact match.
Comments:
Can be a common error, for example:
- The passphrase is ‘Houston; we have had a problem’.
- The customer says, ‘Houston; we have a problem’.
Quick Answer:
The customer declined IdPlizz access to the camera during the onboarding process or switched off the access later.
Solution:
At that stage, it is too late to rectify this within the IdPlizz App. The customer must go to their phone settings and look for IdPlizz App, then allow it to access the camera.
Once they have done this, they can log back into IdPlizz and continue as normal.
Comments:
On infrequent occasions, some phone systems do not register IdPLizz correctly, and therefore the customer cannot access the settings from their settings menu.
In that case, ask them to delete the App and download it again from the Store. When done, ask them to log in using their email and password. The APP will put them back at the right level of onboarding.
Quick Answer:
This is the default response if your customer either declined to share their geolocation during the set-up process or switched it off at a later date.
Solution:
Ask the user to visit the settings section on their smartphone and ensure GPS is switched on, and after then go to the settings of the IdPlizz app and allow it to use the GPS.
Quick Answer:
They are pushing the button, not gently swiping their finger of it.
Solution:
Ask them to try again, but do not use any force on the button and swipe their finger over it – as otherwise, the phone will think it is a request to go ‘back’.
Instant ID
Quick Answer:
Ask them to open the IdPlizz app, open the menu on the top left and choose the ‘Instant ID’ option. Then follow the instructions.
Comments:
Once completed, a QR code will be displayed that you can scan to verify their ID.
Quick Answer:
This is the default response if your customer either declined to share their geolocation during the set-up process or switched it off at a later date.
Solution:
Ask the user to visit the settings section on their smartphone and ensure GPS is switched on, and after then go to the settings of the IdPlizz app and allow it to use the GPS.
Quick Answer:
Normally this is down to insufficient light, too much light (perhaps using the flash on a sunny day), or that they have zoomed in too close.
Solution:
Ask them to try again, but remove glasses, hats and headphones etc. – and don’t zoom in too close.
Comments:
Other known potential issues:
1. High-contrast pictures (dark face and overexposed background or vice versa), heavy shadows or light spots may influence the result.
2. On a mobile device with auto-rotation mode-locked, a face may not be detected
3. Glasses and sunglasses may decrease the liveness score.
4. Lots of facial hair may affect the result.
5. Low score if a picture is made with a deviation from the frontal facing position, especially with large deviation angles.
6. A far distance from a camera may decrease the score, e.g. when a picture is made from the full length of the arm or selfie-stick.
Quick Answer:
The customer declined IdPlizz access to the camera.
Solution:
At that stage, it is too late to rectify this within the IdPlizz App. The customer must go to their phone settings and look for IdPlizz App, then allow it to access the camera.
Once they have done this, they can log back into IdPlizz and continue as normal.
Comments:
On infrequent occasions, some phone systems do not register IdPLizz correctly, and therefore the customer cannot access the settings from their settings menu.
In that case, ask them to delete the App and download it again from the Store. When done, ask them to log in using their email and password. The APP will put them back at the right level of onboarding.
Remote ID Verification
Quick Answer:
Open the notification on your phone and follow the instructions.
Quick Answer:
If the customer simply missed or did not open the notification, ask them to open the IdPlizz App, go to ID requests and follow the instructions.
If they deleted the notification, they will have to request you send them a new one or that they log back into the website to start the process over.
Quick Answer:
Normally this is down to insufficient light, too much light (perhaps using the flash on a sunny day), or that they have zoomed in too close.
Solution:
Ask them to try again, but remove glasses, hats and headphones etc – and don’t zoom in too close.
Comments:
Other known potential issues:
1. High-contrast pictures (dark face and overexposed background or vice versa), heavy shadows or light spots may influence the result.
2. On a mobile device with auto-rotation mode-locked, a face may not be detected
3. Glasses and sunglasses may decrease the liveness score.
4. Lots of facial hair may affect the result.
5. Low score if a picture is made with a deviation from the frontal facing position, especially with large angles of deviation.
6. A far distance from a camera may decrease the score, e.g. when a picture is made from the full length of the arm or selfie-stick.
Quick Answer:
Launch the App and from the menu, choose the ‘History of Requests’ option.
Quick Answer:
The customer declined IdPlizz access to the camera.
Solution:
At that stage, it is too late to rectify this within the IdPlizz App. The customer must go to their phone settings and look for IdPlizz App, then allow it to have access to the camera.
Once they have done this, they can log back into IdPlizz and continue as normal.
Comments:
On very rare occasions, some phone systems do not register IdPLizz correctly and therefore the customer cannot access the settings from their settings menu.
In that case, ask them to just delete the App and download it again from the Store. When done, ask them to log in using their email and password. The APP will put them back at the right level of onboarding.
Quick Answer:
This is the default response if your customer either declined to share their geolocation during the set-up process or switched it off at a later date.
Solution:
Ask the user to visit the settings section on their smartphone and ensure GPS is switched on, and after then go to the settings of the IdPlizz app and allow it to use the GPS.
Other Questions and Queries
Quick Answer:
Firstly, assure them that their IdPlizz account is totally safe & secure and that nobody can gain access to it.
Solution:
Ask them to visit the Apple or Google store and download the IdPlizz App to their new phone. When they log in with their original username and password, IdPlizz will recognise they are on a new phone and ask to confirm and resupply their biometrics.
Quick Answer:
IdPlizz will by default open in the language that the phone is set to.
However, it’s easy for your customers to change this themselves within the App. Just ask them to open the APP, navigate to the menu and choose ‘Settings’. Within this page is the option to change languages.
Quick Answer:
The customer’s email address is part of the digital ID that IdPlizz uses to verify them.
Solution:
Ask them to visit www.idplizz.com and start a live chat. We will then confirm their biometrics and change their email address once we have confirmed their identity.
Quick Answer:
Just ask them to open the IdPlizz app and go to their ID Vault.
From there, click the ‘Add new ID Document’ then follow the instructions.
When the new ID document is listed and shown in their vault, they can then select it as their primary ID document.
Quick Answer:
Once your customer onboards with IdPlizz, their account can be used to verify their ID and sign documents with other companies who use IdPlizz.
We will send them a notification asking for their permission for IdPlizz to be used by the new company they wish to deal with.
Quick Answer:
TouchID or FaceID are just shortcuts provided by your customer’s phone to log into any APP.
So if they change the IdPlizz password, ask them to log out the APP, log back in and make sure the Face ID or Touch ID is switched on.
It will then work perfectly next time they log in.
Quick Answer:
If needed, ask any customer to visit www.idplizz.com and use the live chat feature.
We will be more than happy to talk them through the onboarding process and offer any other help required.
Demo/Test Portal Questions & Answers
Quick Answer:
You will be ‘zoomed in’ on the webpage/portal.
Solution:
Just set the zoom level to 100%, and on most PCs, you will see all the options. However, on some smaller screens, you may have to set the zoom level to 80%.
To change the zoom level in Google Chrome, push the button in the top right corner with the three dots, then halfway down the list, you will see the option to change the zoom level in 10% increments.
To change the zoom level in Microsoft Edge, push the button in the top right corner with the three dots, then halfway down the list, you will see the option to change the zoom level in 10% increments.
Quick Answer:
This is because you are currently using the demo/test portal. However, rest assured that all documents etc remain 100% secure in the blockchain.
Solution:
In Google Chrome push the button that says ‘proceed anyway’ and you can then log in as normal.
If you are using a browser that does not show that option, please use Google Chrome instead. This issue will disappear once your business moves from our test/demo portal.
Quick Answer:
This is because you are currently using the demo/test portal, which has some security features that can cause this.
Solution:
Clear your internet history and/or internet cache, then reopen the webpage and log back in.
Your DATA Questions Answered
Quick Answer:
All information and data you upload to the App are encrypted before being split into random segments and send to secure storage called ‘Blockchain’.
Governments and Banks use blockchain to ensure the safe storage of data.
Quick Answer:
Yes, you (and only you) can see all the information the App holds to verify your ID.
- In the ‘ID Settings’ section, it shows you all the biometrics we have collected.
- In the ‘ID Vault’ section, it shows the photo ID you provided to us.
- In the ‘Profile’ section it shows the name, address and phone number details you provided.
Quick Answer:
Only you, unless you give your permission for a company to see it.
In most cases, the App verifies your ID to a company with a simple ‘Yes or No’, and none of your private data is shared.
However, in each instance a company wants to see copies of your physical ID or any other information on you, you will be asked to confirm that you accept this or not.
You are in total control of who sees what, with the default setting being that only you can see the information held.
Quick Answer:
Incredibly secure!
The App splits all the data you provide into separate random pieces and then stores them in separate blockchain ‘clouds’ and also a piece on your phone.
These individual pieces are worthless by themselves, and to merge them, you must use the App to verify your ID.
Quick Answer:
Full details can be viewed here.
Quick Answer:
Just email info@idplizz.com and we will remove all of the information that you previously supplied us.
Quick Answer:
Firstly, don’t panic as your data is completely secure in the App.
For anyone else to see your data, they would first need to access your phone using the standard Face ID or by entering your password.
Even if they manage the above, the data on the App remains 100% secure, and they would not be able to supply the required biometrics to gain access.