Troubleshooting

Common issues and solutions for using Digital ID.

Account Issues

I Can't Log In

  • Check that your email address is correct
  • Verify your password is correct (check caps lock)
  • Ensure your email has been verified
  • Try resetting your password
  • Contact your organisation administrator

I Didn't Receive Verification Email

  • Check your spam/junk folder
  • Verify the email address is correct
  • Request a new verification email
  • Check with your IT department if emails are being blocked

My Account Is Locked

Contact your organisation administrator to unlock your account.

ID Card Issues

I Can't See My ID Card

  • Ensure your organisation administrator has created your employee profile
  • Check that your user account is linked to an employee record
  • Verify your account is active
  • Contact your organisation administrator

My ID Card Shows as Expired

Contact your organisation administrator to update your card expiration date.

My ID Card Is Revoked

If your ID card has been revoked, contact your organisation administrator. Revoked cards cannot be verified.

Verification Issues

QR Code Won't Scan

  • Ensure your device screen is clean and bright
  • Try refreshing your ID card page to get a new QR code
  • Check that the QR code hasn't expired (tokens expire after 5 minutes)
  • Use a different QR scanner app

Verification Shows as Failed

  • Check that your ID card hasn't expired
  • Verify your card hasn't been revoked
  • Ensure you're using a fresh QR code (less than 5 minutes old)
  • Check that you're still an active employee

NFC Not Working

  • Ensure NFC is enabled on your device
  • Check that your device supports NFC
  • Try refreshing your ID card to get a new token
  • Ensure the NFC tag or reader is compatible

Import/Export Issues

Import File Won't Upload

  • Check file size (maximum 2MB)
  • Verify file format (CSV or JSON)
  • Check file encoding (UTF-8 recommended)
  • Review file format against examples

Import Errors

  • Check that required columns are present
  • Verify data format matches examples
  • Ensure users exist before assigning to units
  • Check that unit names match exactly (case-sensitive)
  • Review import warnings for specific issues

Organisational Structure Issues

Can't Create Organisational Unit

  • Verify you have organisation administrator permissions
  • Check that parent unit exists (if specified)
  • Ensure unit name is unique within your organisation

Can't Assign Members

  • Verify users exist in your organisation
  • Check email addresses match exactly
  • Ensure the organisational unit exists
  • Verify unit name matches exactly (case-sensitive)

Microsoft Entra Integration Issues

Can't Log In with Microsoft

  • Verify Entra integration is enabled
  • Check Tenant ID, Client ID, and Client Secret are correct
  • Verify redirect URI matches in Azure AD
  • Check API permissions are granted
  • Ensure admin consent is given (if required)

Getting Help

If you're experiencing issues accessing your account or using the system:

In-App Admin Contact Details

When you encounter access issues or other problems, the system will automatically display your organisation administrator's contact details directly on the screen. This information is shown at the point where the trouble is experienced to help reduce stress and provide immediate assistance.

Escalation Process

  1. Check the in-app display: When you experience an issue, look for the automatically displayed contact details of your organisation administrator shown on the screen.
  2. Contact your organisation administrator: Use the contact details displayed in the app to reach out to your organisation administrator for assistance.
  3. Contact the super administrator: If your organisation administrator cannot resolve the issue or you cannot reach them, the system will also display super administrator contact details for escalation.

Support Channels

You can get help through:

  • In-app display of admin contact details (shown automatically when issues occur)
  • Direct contact with your organisation administrator
  • Super administrator escalation (contact details also displayed in-app if needed)
  • Documentation and troubleshooting guides

Designed to Reduce Stress

We understand that access issues can be stressful. That's why we display administrator contact details directly in the app at the point where problems occur, so you don't have to search for help - it's right there when you need it.