Troubleshooting FAQs

MINIMUM MOBILE DEVICE OS REQUIREMENTS

App Version 2.5

Android Users: Android Version 7 or newer
iOS Users: iOS 13 or newer (iPhone 6 will NOT work)

App Version 3.11/4.13

Android Users: Android Version 10 or newer. Android 10-based EMUI 10 devices are NOT supported.
iOS Users: iOS 14 or newer (iPhone 6 will NOT work)

Note: Please make sure you have the latest version of the Mobile ID App installed on your device.

Accepted types of ID Documents

What kinds of IDs are accepted:

Commercial Driver License (CDL)
Driver License
Identification Card (ID)
Instruction Permit (Learner's permit)
Minor Commercial Driver License (CDL Class D)
Minor Driver License
Minor Graduated Driver License (Intermediate)
Minor Graduated Instruction Permit
Minor Identification Card
Minor Instruction Permit

The following is not accepted:

Commercial Learner's Permit
Credentials without an expiration date are not accepted in most states
Expired credentials
Military ID
Passport
Other immigration docs including I-551 (permanent resident card), I-766 (temporary work permit) or I-20 (student visa)
Tribal-issued ID
Student ID's

I am having trouble with setting up my Driver License in Apple Wallet

We do not support the apple wallet feature.

Users in AZ:
Please refer to ADOT page at https://azdot.gov/AppleWallet

If you are having further issues reach out to https://support.apple.com/

Please contact your local DMV office for the following before you enroll in the Mobile ID app

You are updating any information on your ID or title
You need to contact the DMV before enrolling in the Mobile ID app
Expired ID or incorrect information on ID may result in an error
Any updates to title or renewal will need to be done on DMV site or walk-in to local DMV
Renewals of ID or titles/registrations
You need to contact the DMV before enrolling in the Mobile ID app
Lost/Stolen ID need replacement
You need to contact the DMV to order a replacement before enrolling in the Mobile ID app
You are new to the state and trying to apply for license
You need to contact the DMV before enrolling in the Mobile ID app
Disability Placard Renewal
You need to contact the DMV as our app does not have such feature
**Car Insurance update/postponement **
You need to contact the DMV as our app does not have such feature
Medicinal Medical Card/Firearm Permit not showing in App
you need to contact the DMV as our app does not have such feature

I am trying to get a refund for my vehicle registration

Resident: Please complete enrollment on the Mobile ID application
Non-Resident: If you moved out or live out of state please contact the DMV

I am unable to log back into the Mobile ID app

Login using your pin number, face recognition or both
If you changed phones or reinstalled the app you will need to go through the set-up process again, which includes setting up your login.

I am unable to scan my ID

Make sure there is no wear, damage or scratch marks on either side of your ID
Ensure your ID is valid and is not an out of state ID
Ensure the ID is placed on a dark flat surface with good lighting in the room

Temporary/Papercopy IDs not scanning

Please wait for physical card to arrive in the mail
Only ID that is exempt is a valid learners permit
Photographs of your ID are not accepted

Not activating after getting all checkmarks at selfie portion of enrollment

Make sure entire face is visible. Pulling back hair and removing head/face coverings, and glasses are recommended
If drastic change in hair color or facial hair since original photo you may need to contact the DMV to update your image on file in the system of record
Drastic weight gain/loss may cause error for activation
Best results are when your current image matches your ID photo

Veteran Status not showing

Our app does support this feature to show status
If your status is not showing, please allow up to 30 days from when you received your updated ID with status for it to show in the app
If it has been passed the 30 day window, please contact the DMV to make sure the records match on their end

ERROR: Mobile ID NOT ACTIVATED OR NOT VERIFIED

Here are some possible reasons for this to occur:

You are not using your most recently issued ID
You are using out-of-state credential.
Your current resident state credential is inactive or expired.
Some information on your license is incorrect or out of date - for example, last name or address.
Your selfie failed to match the photo on file with the state. If the photo on your license is over 5 years old or drastically different from your current appearance, this could cause an error to occur.

ERROR: ISSUES WITH CAPTURING SELFIE

Here are some tips that will help with capturing the selfie:

Make sure you are in a well-lit area, not backlit by a window or strong light, and in front of a neutral or plain backdrop such as a single-color wall.
Make sure your phone is kept steady at eye level and only move your head in the direction of the 3 dots. Keep your head steady at each dot until the bubble fills up and the next numbered dot appears.
It may be easier if you prop the phone up, lean it against something on either a table, counter or bookshelf making sure it is eye-level to you
Hold the phone approximately 16 inches from your face. Not quite arm's length. Do not fully extend your arms. Keep your elbows slightly bent, in a comfortable position wiht the phone help up at face level.
If you are wearing glasses, please take them off and re-attempt the selfie
If the selfie times out, you may have taken too long to align the 3 dots and need to simply re-start the selfie.
"Photo does not match" - This means your facial 1:1 comparison failed. You can try to capture a new selfie. If that does not resolve the issue, then you will need to contact your state authority.

ERROR: TEXT VERIFICATION FAILED OR UNABLE TO ACTIVATE LINK IN TEXT MESSAGE

Here are some of the reasons why text verification failed:

Make sure you delete all previous texts received from the app off your phone before requesting for a new text with link.
(ANDROID USERS ONLY) Check your Android settings as described below in the 'ERROR: "This site can't be reached" message on Android when confirming phone number' topic.
You selected "Don't Allow" when prompted to give the app access to camera. Instead, please make sure that you consent and acknowledge reading the terms of use, security policy, provide access to the camera and accept app notifications. You must select OK from the permission pop-up or you will not be able to use the app.
You did not receive a confirmation SMS text message because SMS text has not been set up with your service provider. The app requires you to receive a confirmation and URL via SMS text. You will need to reach out to the service provider to verify it is set up.
You are copying the URL in the text message into a browser. Instead, you must click on the link in the most recent text message so that it opens in the app. If you have tried requesting the setup SMS text several times, it will be the one at the bottom of the list.

ERROR: 60302 REGISTRATION FAILED

The registration failure can occur for various reasons.

This could be the result of a poor selfie or selfie capture issue, see error: Issues with capturing selfie.
Double-check to see if your ID is valid and in-state. Out-of-State and expired IDs are not accepted.
This could be a connection issue. If the images you have captured cannot be synced with the server, try the following:
- Turn off Wi-Fi and try enrolling via cellular data or try using Wi-Fi if it is failing on cellular.
Uninstall the app and start over.
If the above steps fail, this could be an issue with your record at the DMV. Please contact your DMV.

ERROR: 6033200 REGISTRATION FAILED

The registration failure can occur for various reasons.

Check to see if your ID is not out of state
Check if ID is still valid
If all above checks out and still error contact your local DMV

ERROR: 60372-1000

The registration failure can occur for various reasons.

This could be the result of a poor selfie or selfie capture issue, see error: Issues with capturing selfie.
Double-check to see if your ID is valid and in-state. Out-of-State and expired IDs are not accepted.
If you have changed your address with your DMV since your date of issue on ID, please contact your DMV to update address with them before retrying enrollment
This could be a connection issue. If the images you have captured cannot be synced with the server, try the following:
- Turn off Wi-Fi and try enrolling via cellular data or try using Wi-Fi if it is failing on cellular.
Uninstall the app and start over.
If the above steps fail, this could be an issue with your record at the DMV. Please contact your DMV help desk.

ERROR CODES -1, 10100, 10102, 10400, 10403, OR 10404

This error is the result of a poor connection.

Turn off Wi-Fi and try enrolling via cellular data.
Try using Wi-Fi if is failing on cellular.
Try again later.

ERROR: 60300-404 - ENROLLMENT SESSION HAS TIMED OUT

Please make sure you have full signal on wifi. If getting error switch to cell data making sure you have at least 3 bars
If still getting error reach out to us

ERROR CODE 60307

Selfie on DMV system does not match with the ID being used
This could be the result of a poor selfie or selfie capture issue, see error: Issues with capturing selfie
Check to see if ID is not expired
Must be an in-state ID

ERROR CODE 60380-20-4

If you get this error it is likely that you have an older version of the mobile ID app.

Check the app store for the latest version released, then check the version on your device in the app settings
If you need to update the app it is recommended to uninstall, then reinstall the latest version

ERROR CODES 60306, 60555, 79101

If you get one of these error codes, it means your Mobile ID credential has been cancelled by the DMV. Please follow up with them directly.

ERROR: "This site can't be reached" message on Android when confirming phone number

On ANDROID 12 and 13 Devices:

This error may occur when an Android Version 12 user clicks the OTP URL received in the SMS text message to confirm the user's phone number.

Follow the steps below to resolve this issue:

Please delete all texts received from the Mobile ID app
On the device running Android 12, open "Settings"
In the "Search" field at the top, search for the Mobile ID App and click on it when found (or click on "Apps", then find the Mobile ID app and click on it)
Click on "Set as default"
Turn on the "Open supported links" button
A pop-up will display two domain names with check boxes:

eidapp.idemia.com
mid.idemia.com

Check both check boxes
If the app is still open, close and reopen it so that it prompts you to enter the phone number again
Enter your phone number to receive a new SMS with an OTP code
Clicking the OTP link in the new SMS message should now work and open in the Mobile ID app
If the app still doesn't open, please reboot your Android device and try registering again with your phone number to obtain a fresh SMS

Note: Please make sure you have the latest version of the Mobile ID App installed on your device.

ON EARLIER ANDROID VERSIONS (< 12)

If you have an Android device (earlier than version 12) and get the message “This site can’t be reached” when you tap on the link that is texted to you during enrollment, please follow the steps below!

(Note: For Android 9 Screenshots, click here.)

Open Android settings
Select Apps & notifications.
Scroll down and tap on Advanced to expand it.
Scroll down and select Default apps.
Open the section called Opening links.
Look for the default browser you are using. This is most likely Chrome.
Change Chrome settings:
Tap on Chrome and tap Clear defaults.
Go back to Opening links.
Make Mobile ID Your Default app for opening Mobile ID links:
In the Opening links screen, select your Mobile ID app.
Tap Open supported links and select Open in this app.

This should resolve the issue.

I AM HAVING TROUBLE SCANNING THE QR CODE

To make sure the problem is related to the Mobile ID app and not your device or how you might be trying to scan the QR code, try to scan a test QR code located here prior to contacting IDEMIA Support. The test QR code is a simple QR code for a URL that points to another page on this site.

If you are able to successfully scan, contact IDEMIA Support about your original QR code scanning problem.

If you are not able to scan the test QR code, the issue might be with your device or how you are attempting to scan the QR codes (e.g., holding the device at the wrong angle or too far or too close during scanning).

Click here to test QR code scanning.

I FORGOT MY 6 DIGIT PIN - HOW DO I RESET IT?

If you have forgotten your 6-digit PIN number, you will need to uninstall the app and re-enroll to create a new 6-digit PIN.

HOW DO I UNENROLL FROM THE DEVICE SO I CAN INSTALL ON A NEW DEVICE?

You will need to unenroll from the current device if:

You have upgraded to a newer phone, or,
You are troubleshooting an issue if you have recently upgraded your credential.

Instructions:

At the bottom of the mID main screen, choose the ooo More icon.
Then choose unenroll from this device.
Once you have done this, you simply need to download the app on the device you want to use and restart the enrollment process

I HAVE A REAL ID COMPLIANT CREDENTIAL, BUT THE REAL ID STAR IS NOT DISPLAYING IN THE Mobile ID APP.

OK Users: OK DPS has opted not include the indicator for REAL ID so you won’t find the symbol on your Mobile ID. You will still be able to apply for REAL ID using the app
Non-OK users: Your state may have decided to not display the gold REAL ID compliant star within the mID app. Though you have a REAL ID compliant credential in the form of a physical credential displaying your status, the mID App itself cannot be presented as a REAL ID form of identification. You would still need to show your physical identification where a REAL ID compliant credential is required. This may change in the future.
Make sure all your other information on the Mobile ID is correct. If not, please contact the DMV.

NO OPTION TO APPLY FOR REAL ID IN THE APP

If your state allows applying for REAL ID through the app, this option should be on the Me tab at the bottom of the app. The button will say Apply for REAL ID and appear just below your photo.

If it is not there, you probably do not have the latest version of the mID app or your state does not allow it. Check your state authority's website to confirm that it allows applying for REAL ID through the app. Also check your device's app store for the latest version.

Minimum version with REAL ID application support:

Android: 2.5.2 or higher
iOS: 2.5.2 or higher

If you already have Real ID and the app still soloticits you to apply for it, this is due to the app not being aware of your current ID.

Still have questions?

See our Email and Live Chat support options on our Mobile ID Help page.

Last Updated July 20, 2023