FAQs

KYC general

Q: What is truuth ID?
A: 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.

Q: Can I complete an identity check on someone else’s behalf?
A: 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.

Q: What if my name is different across two documents?
A: 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 a Marriage Certificate or a Name Change Certificate.

Q: What if I don’t have the required ID documents?
A: If you don’t have the documents with you, click on "Come back later" and/or 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” . Your agent will then contact you for next steps.

Q: What does the process involve?
A: 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 ([email protected]).

• 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.

What if my question hasn't been answered?

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

Q:Why am I being asked to download truuth ID?
A: 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.

Q: I’ve landed on a Sorry page, what do I do?
A: 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.

Q: What do I do with the app after I finish?
A: After you finish you can delete the app, or keep it ready for when you need to verify your ID with another organisation.

Privacy Policy

Q: Why does truuth ID need a picture of my face?
A: 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.

Q: What happens to my identity information?
A: 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.

Q: What if I want my data deleted before this?
A: You can contact the agent who requested your identity verification and they can delete your data at your request.

Q: Can I see your Privacy Policy?
Please refer to our privacy policy here.