To use digital identity the phone must have a current and working Operating System (OS), and the current and working technology to read the data required. If your phone is not compatible then it is unlikely that you will be able to download the app from your chosen app store. The app will run some basic checks when it starts to ensure it can complete the required steps. This will include asking to use the camera and in some cases the in-built antennae to read document chip data. Please ensure that you give this permission or the app will not be able to complete all the checks.
For iPhone users, your device must have all of the following features:
- iOS 11.0 or above – this can be found in your settings
- Working front and back camera – If you have a case or other cover for your device please check that it is not blocking either camera.
- Near-Field Communication (NFC) to read the chip in your passport – Ensure this is activated in your settings. If you can use your phone to pay using contactless, this means your device has NFC.
- 3G, 4G, 5G or Wi-Fi connection
For Android users, your device must have all of the following features:
- Android 5.0 or above – this can be found in your settings
- Working front and back camera – If you have a case or other cover for your device please check that it is not blocking either camera.
- Near-Field Communication (NFC) to read the chip in your passport – Ensure this is activated in your settings. If you can use your phone to pay using contactless, this means your device has NFC.
- 3G, 4G, 5G or Wi-Fi connection
Why is my digital identity check not working when my phone has the right features?
- Poor quality image capture – all devices have a different quality camera and the general rule is that newer devices have better cameras. Please ensure your are in a well lit area, and there are no shadows on the document to be scanned. Follow the on-screen guidance and ensure the details page of the document is within the window. Try to hold the camera as steady as possible as movement will reduce the quality of the image. Keep the document clear of any obstructions such as fingers and watch out for glare from any light sources.
- Camera not accessible – the app will ask for permission to use the device’s camera. If this is not given it will not be able to complete the first steps.
- Antennae not accessible – some devices require specific permission to be granted to access the in-built NFC antenna which is used to read chip data. If this permission is not given then the app will not be able to complete the necessary checks.
- Unable to complete the chip read – please hold your device as shown in the image in the app and ensure the NFC antennae is as close the document chip as possible. In most instances this involves placing your phone on your document and adjusting it as directed. Commonly the easiest way to do this is by placing the phone on the front of your document.
- No access to the internet – the app needs to collect, encrypt and send the data to DDC to complete the required steps. This will require internet access either through a 3/4/5G connection or Wi-Fi.
