Frequently asked questions

Below you’ll find answers to some of the questions we get asked the most.


truuth ID is an app that quickly and easily verifies your identity using common identification documents such as passports or driver licences. It is used by businesses to verify the identity of new customers, employees, and suppliers. 

No. The process requires the user to take a “selfie” and their face is matched against their photo ID.  So if your face doesn’t match the ID document the verification will fail. 

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.

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. 

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 ( 

Scanning a Document 

Hold your phone steady with the camera pointing at the document. It helps to reduce glare if you hold the document in your hand rather than placing it on a table.

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. 

Taking a ‘selfie’ 

Place your face within the oval on the screen and follow any instructions that appear below the oval.

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

Privacy concerns

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 or a phone contract. 

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

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.

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

Please refer to our privacy policy here.


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.

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

Yes, we offer an API for identity verification as well as a wide range of APIs for individual features of the KYC service such as ID document classification, ID document authenticity, ID document data extraction, face match, and user liveness.  For more details go to truuth API.

Technical Documentation

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