FAQs

  • What is truuth ID?

    truuth ID is an app that quickly and easily verifies your identity using common identification documents such as passports or driver’s licences. It is used by a variety of companies as their identification tool when onboarding new customers or employees. 

  • Why am I being asked to download truuth ID? 

    You will have applied for a service with a company that uses truuth ID as their identity verification tool. For example, you could have applied for a position at the company, applied for a home loan ora phone contract. 

  • What do I need to complete my identity check? 

    You will need a mobile phone and your ID documents. The types of documents can vary according to the requirements of the company requesting your ID, but will commonly include passport or drivers licence. 

  • Can I complete an identity check on someone else’s behalf? 

    No. The process involves a step to take a photo of your face to match it to your document so if you don’t have the right face there, the identification will fail. 

  • What does the process involve?

    Installing the App 

    You will have been sent an invitation to start the identification process. This can either be sent directly from an agent at the company whose service you are using by email or SMS or sent in an email from us (verification@truuth.id). When you click on the link or button on your phone, you will be redirected to the App or Play Store to install truuth ID. Please install the app on your phone.

     

    Starting the ID Process 

    After you have installed the app, click on “Open” to start the ID process. If you have already closed the app or play store, you can also start the process by returning to your email or SMS and clicking on the link again. 

    Scanning a Document 

    Hold your phone steady with the camera pointing at the document. It helps reduce glare if you hold the document in your hand rather than placing it on a table. If the scanner fails to capture the document automatically, simply press the circle to take the photo. 

    Cropping the Image 

    If the blue rectangle hasn’t fit the document perfectly, please drag the corners of the rectangle to match the corners of your document. When you touch the screen a magnifier will appear to make it easy to find the corners. 

    Reviewing the Image 

    If you can’t read the text on the document clearly because it has glare or is blurry, please take another photo. 

  • I’ve landed on a Sorry page, what do I do? 

    If you launch the app without clicking on the link or without going directly from the app or play store, it can fail to retrieve your verification ID. Please close the app, ensuring it is not still running in the background, and start the process again by returning to your email or SMS and clicking on the link again. 

  • Why does truuth ID need a picture of my face?

    truuth ID needs a picture of your face to match to the picture on your Photo ID to ensure you are the same person. Simply hold the phone up and put your face in the oval and the picture will take automatically. 

  • What if I don't have the required ID documents?

    If you don’t have the documents with you, just close the app. Then when you locate your documents, click on the original link to start again. 

    If you don’t have the right documents at all, please select “I don’t have one of these documents” and the app process will end. Your agent will then contact you for next steps. 

  • What if my name is different across two documents?

    If your name is different on two documents you will be prompted to supply another document to show that your name was legally changed. This is generally either an Australian Marriage Certificate or a Name Change Certificate. 

  • What do I do with the app after I finish?

    After you finish you can delete the app, or keep it ready for when you need to verify your ID with another organisation. 

  • What happens to my identity information?

    Your information is stored securely in a fully compliant ISO27001 certified Australian based cloud database. It is shared with the company that requested your identity verification. It is only accessible by them and is automatically deleted after a set period. This period is determined by the company and can be as short as 7 days or up to 7 years. 

     

    More information is available in our privacy policy here.  

  • What if i want my data deleted before this?

    You can contact the agent who requested your identity verification and they can delete your data at your request. 

  • Can I see your Privacy Policy?

    Please refer to here for our privacy policy here.

  • What if my question hasn't been answered?

    If you have another question that has not been answered here, please contact us at support@truuth.id and we will respond as soon as possible. 

© truuth™ 2020. All rights reserved.

ACN: 630466741, locii Innovation Pty Ltd

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