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 Proctor ID App installed on your device.

Accepted types of ID Documents

What kinds of IDs are accepted:

• Adult Commercial Driver License (CDL)
• Adult Driver License Class D
• Adult Identification Card (ID)

I am unable to log back into the Proctor ID app

• Our app does not allow for login
• You must re-setup the app from scratch if you changed phones or reinstalled app

I am unable to scan my ID

• Make sure there is no wear, damage or scratch marks on either side of ID
• ID is valid and not out of state
• Ensure the ID is placed on a dark, flat, matte (non-reflective) surface and good lighting in the room

Papercopy IDs not scanning

• Please wait for physical card to arrive in the mail

Not activating after getting all checkmarks at selfie portion of enrollment

• Make sure not wearing any glasses or mask
• If drastic change in hair color or facial hair since original photo contact DMV to update
• Drastic weight gain/loss will cause error for activation

ERROR: Proctor ID NOT ACTIVATED OR NOT VERIFIED

Here are some possible reasons for this to occur:

• You are using out-of-state credential.
• Your current resident state credential is inactive, including expired or suspended.
• Some information on your license is incorrect or out of date - for example, last name or address.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:

• It is 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
• If you are wearing glasses, please take them off before re-attempting 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.
• Hold the phone approximately 16 inches from your face. Not quite arm's length.
• 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.
• If the selfie times out, you may have taken too long to align the 3 dots and need to start over.
• "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 state authority. Please contact your state authority's help desk.

ERROR: 6033200 REGISTRATION FAILED

The registration failure can occur for various reasons.

• Check to see if your ID is not out of state
• 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 address since your date of issue on ID, please contact your local 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 state authority. Please contact your state authority's help desk.

ERROR: -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: 60307

• Selfie on DMV system does not match with the ID being used
• Check to see if ID is not expired
• Must be an in-state ID
• If you have a suspended license please get it reinstated before re-enrolling

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

On ANDROID 12 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 Proctor ID app
2. On the device running Android 12, open "Settings"
3. In the "Search" field at the top, search for the Proctor ID App and click on it when found (or click on "Apps", then find the Proctor 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 Proctor ID App installed on your device.

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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 Proctor ID Your Default app for opening Proctor ID links:
  • In the Opening links screen, select your Proctor 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 Proctor ID app and not your device or how you might be trying to scan the QR code, you can 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 it, please go ahead and contact IDEMIA Support about your original QR code scanning problem.

However, if you are not able to scan the test QR code, then the issue might be with your device or with 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