I need help submitting my documents using the ID-Pal App.

If you need help submitting your documents, please review the video above and follow the simple and quick steps below:

• If you already have the ID-Pal app installed on your phone, do the following: 

  • Delete the ID-Pal App.

  • Restart your device.

  • Click on the link you were sent via text or email to re-install the ID-Pal app.

• When capturing a picture of your Identity Document/Liveness Test:

  • Avoid overhead lights to reduce glare.

  • Place your ID on a high-contrast background (a different, solid colour). 

• If the auto-capture isn’t capturing your document, wait a few seconds and you will be offered a manual capture option. 

  • If capturing manually as above, fill as much of the screen with the ID card as possible without cutting it off as this will help with lower resolution cameras.

• If the liveness test isn't auto-capturing - please follow the on-screen instructions when aligning your face in the frame provided.
  • If the liveness test still isn't working there may be a compatibility issue with your selfie camera: Please forward the link to a different device, and try again from that device

I received a message in the app that said: We're having connection issues. Please wait while we retry" (Or: There was a problem initialising the app. Please ensure you have a stable connection and try again.)

• • Please wait a few minutes in the first instance and try to use the app again.
  • This could be a setting on your phone. Try on 4G if you have tried to use WiFi already, or vice versa.
  • Otherwise, please send the app link to another device and makes the submission from there. Once the submission is made, all data will be wiped from the phone. Please use an iOS device if you initially tried on an Android phone.

If the above steps didn't solve your issue:

• Please forward the link to a different device, and try again from that device.

  • It's safe to use another person's smartphone to capture the ID-Documents.
  • Just send forward the app link and make the submission from there.  At the end of the process, the data is wiped from the phone, encrypted and sent to the company with whom you are engaging.