Troubleshooting FAQs

MINIMUM MOBILE DEVICE OS REQUIREMENTS

  • Android Users: Android Version 7 or newer
  • iOS Users: iOS 13 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.

Please contact your AZ MVD for the following before you enroll in the Mobile ID app

  • You are updating any information on your Drivr LIcnese, ID or title
    • You need to contact the AZ MVD before enrolling in the Mobile ID app
    • Expired or incorrect information on Driver License or ID may result in an error
    • Any updates to title or registration will need to be completed with AZ MVD either online at AZMDNow.gov or in an MVD office or authorized third party location before enrolling in the Mobile ID app
  • Renewals of your Driver License,ID or Vehicle registrations
    • Any renewals will need to be completed with AZ MVD either online at AZMVDNow.gov or in an MVD office or authorized third party location before enrolling in the Mobile ID app
  • Lost/Stolen ID need replacement
    • You need to contact the AZ MVD 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 AZ MVD before enrolling in the Mobile ID app
  • Disability Placard Renewal
    • Disability Placard Renewals will need to be completed with AZ MVD either online at AZMVDNow.gov or in an MVD office or authorized third party location

I am trying to get a refund for my vehicle registration

  • Contact AZ MVD either online at AZMVDNow.gov or in an MVD office or authorized third party location

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 MVD 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 MVD 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 an 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 MVD. Please contact your AZ MVD.

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 there is still an error, contact your local MVD

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 MVD since your date of issue on ID, please contact your MVD 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 MVD. Please contact AZ MVD.

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 it is failing on cellular.
  • Try again later.

ERROR: 60300-404 - ENROLLMENT SESSION HAS TIMED OUT

  • Please make sure you have full signal on Wi-Fi. 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 MVD 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 CODES 60306, 60555, 79101

If you get one of these error codes, it means your Mobile ID credential has been cancelled by the MVD. 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:

  1. Please delete all texts received from the Mobile ID app
  2. On the device running Android 12, open "Settings"
  3. 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)
  4. Click on "Set as default"
  5. Turn on the "Open supported links" button
  6. A pop-up will display two domain names with check boxes:
    • eidapp.idemia.com
    • mid.idemia.com
  7. Check both check boxes
  8. If the app is still open, close and reopen it so that it prompts you to enter the phone number again
  9. Enter your phone number to receive a new SMS with an OTP code
  10. Clicking the OTP link in the new SMS message should now work and open in the Mobile ID app
  11. 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.  The test QR code is a simple QR code for a URL that points to another page on this site.

If you can successfully scan, then you have confirmed your camera is set up to correctly scan a QR code.

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.

  • Your state may have decided to not display the gold REAL ID compliant star within the Mobile ID app. Though you have a REAL ID compliant credential in the form of a physical credential displaying your status, the Mobile ID 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 MVD.

STILL HAVE QUESTIONS?

Last Updated January 9, 2024